Overview

The Overview dashboard provides a summary view of actions and suggestions discovered by Action Intelligence. An Action Intelligence Summary module at the top of the dashboard shows summarized metrics of Action Intelligencef lags in your customer feedback.

Where do I need to focus?

This section contains two modules. One shows the number of customer issues by attention type, while the other shows segment data over time for each attention type. Together, these modules reveal where you should focus your attention to improve customer satisfaction. For a more detailed look at areas in need of attention, use the Attention Deep Dive dashboard.

How is my score affected?

The modules in this section show how feedback flagged as needs attention and customer effort impacts your main score.

What are some common topics across categories?

The last section in the dashboard provides summary data for the topics related to each attention flag.

Attention Deep Dive

The Attention Deep Dive dashboard provides a more detailed look at how customer feedback with attention flags is impacting your company. The dashboard begins with a summary of attention flags, followed by a main-score dial and a trend chart showing the volume of records needing attention over time. Click any tile in the summary module to filter the report by that attention type.

The next modules show the topics and themes that occur most often in records flagged for attention. Use these modules to identify the issues customers perceive in their interactions with your company.

The dashboard also includes modules that show data for specific segments. The first module shows how the main score is impacted by records in need of attention, partitioned by selected segments. The next module shows the percentage or sample size of records needing attention for the selected segment group, over time.

Lastly, the dashboard includes a Responses Feed module that shows detailed information for each feedback record flagged for attention. For example:

Suggestions Deep Dive

The Suggestions Deep Dive dashboard begins with a dial that shows the main score of records with suggested actions, along with a trend chart showing the number of records with suggested actions over time.

The next modules show the topics and themes that occur most often in records with suggested actions. Use these modules to identify which topics and themes have most suggestions from your customers.

Next, the dashboard shows data for specific segments. The first module shows how the main score is impacted by records with suggested actions, partitioned by selected segments. This module shows the percentage or sample size of records with suggested actions for the selected segment group, over time.

The last module is a Comment Stream, showing verbatim comments. Highlighted text shows verbatim feedback processes as suggested actions.

Data Analysis

The Data Analysis dashboard provides metrics that enable you to check whether the actual volume, distribution, and proportion of record values are in line with expectations. Use this dashboard as part of a data assessment during the implementation process. For more information, see Data assessment.

The dashboard also provide metrics you can share with company stakeholders to help quantify the return on investment for Action Intelligence, and set expectations regarding volume, distribution, and proportion so stakeholders they can plan and staff improvements discovered by Action Intelligence.

The first modules show the total number of records, the number of records flagged as needing attention, and number of records with suggested actions.

The next modules show a summary of the number records wth each level of customer effort, and the number records flagged for each type of attention.

Next, the dashboard shows monthly data indicating how many records were flagged for overall actionability, and for each attention type.

Lastly, the dashboard shows the number of records with attention flags and suggested actions, partitioned by each possible value of your company's main score field.

Configure dashboards in the Action Intelligence Generic app

Before you begin configuring dashboards in the Action Intelligence Generic app, ensure that your user account has the TA Packages Test role, and has the appropriate data access. Use this role to test your configuration changes, and to ensure that the dashboards appear and behave as intended for the users at your company. For more information, see Roles.

Of the four dashboards in the app, you must configure the Overview dashboard and both Deep Dive dashboards. The Data Analysis dashboard is not visible to company stakeholders, and needs no company-specific configuration.

To see the dashboards in Admin Suite, open the Web Navigation screen, and then expand the Action Intelligence tab. Click a dashboard name to open it for editing. For more information, see Dashboards.

Overview

Configure these modules in the Overview dashboard:

• Attention Type by Segments — In this Score by Segments Over Time module, change the Segments property to use a program-specific segment field used by your company.
• How is my score affected? — In the two Scores Over Time modules under this section header, add the program-specific main score field to the Metrics property, and select an appropriate Calculation.
• What are some common topics across categories? — In the eight TA Topics/Themes Top and Bottom modules under this section header, select the program-specific tag pool in the Select Text Source property, and select Level 2 in the Select Level property.

Attention Deep Dive

Configure these modules in the Attention Deep Dive dashboard:

• Overall Rating — In this Dial module, add the program-specific main score field to the Select Score property, and then select an appropriate Calculation.
• Related Topics and Related Themes — In these TA Topics/Themes Top and Bottom modules, select the program-specific tag pool in the Select Text Source property, and select Level 2 in the Select Level property.
• Main Score by Segment — In this Scores by Segments Snapshot module, add the program-specific segment fields to the Segments property, and add the program-specific main score field to the Metric property.
• Responses Feed — In the untitled Responses Feed module, add the program-specific comment fields to the Specific Comment Fields property. In the properties in the Feedback Data section, add fields as needed by your company to identify surveys and customers.

Suggestions Deep Dive

Configure these modules in the Suggestions Deep Dive dashboard:

• Overall Rating — In this Dial module, add the program-specific main score field to the Select Score property, and then select an appropriate Calculation.
• Related Topics and Related Themes — In these TA Topics/Themes Top and Bottom modules, select the program-specific tag pool in the Select Text Source property, and select Level 2 in the Select Level property.
• Main Score by Segment — In this Scores by Segments Snapshot module, add the program-specific segment fields to the Segments property, and add the program-specific main score field to the Metric property.
• Read Suggestions — In this Comment Stream module, add the program-specific comment fields to the Specific Comment Fields property. In the properties in the Feedback Data section, add fields as needed by your company to identify surveys and customers.