Looker user guide
Get up to speed on Looker dashboards
Looker is a Google Cloud product that Mindful Callback uses to aggregate data from many internal sources and present that data to employees through customized dashboards. We use Looker to make decisions, keep our clients informed, and make effective recommendations for client success.
This guide provides general information about accessing and navigating Looker. See the additional documentation in the sidebar menu to learn about individual dashboards and metrics.
Access Looker
Looker is a standalone application that must be accessed internally through Okta. To obtain access, send a request to the Medallia IT team, or contact the #mindful-team-data Slack channel.
Navigate Looker
You can access most of Looker in the left sidebar menu. In the top section, you can view several groups of pre-made dashboards:
Looker Home — Expand this section to view commonly used dashboards and get a sneak peek at what's coming soon.
Recently Viewed — You can access a list of dashboards you have recently viewed here.
Favorites — This is not applicable to our Looker instance.
Boards — Boards represent groups of dashboards. When looking at a board, click Add to my list to add it to this section in the sidebar menu. The image above shows an example of a board containing multiple dashboards.
The lower portion of the sidebar menu contains additional features that we do not use in our Looker instance (Folders and Blocks).
Filters
Most dashboards provide filters near the top of the page to obtain the exact data you are looking for. One of the most important is the Client Name filter, which determines which Mindful Callback organizations are included in the data. Different dashboards use different combinations of filters, based on their use cases, but the Client Name filter should always be present.
Available filters include:
General filters
Client Name — Select the client(s) you wish to analyze in the dashboard metrics.
Date — Select a date range for the dashboard metrics. You may also see an Event Date filter.
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Date Interval — Select an interval for the x-axis of time-series charts (such as the Requests Over Time graph on the Webhooks Usage dashboard). This will determine the interval between data points on the affected charts (15-minutes, hour, day, week, or month).
Callback filters
Call Target Name — For dashboards dealing with Callback feature usage, use this filter to focus on specific Call Targets within the selected client organization(s).
Callback Source — For dashboards covering callback statistics, select a channel (Voice or Digital) to analyze only one type of request.
Callback Type — Just like Callback Source, select a callback type (ASAP or Scheduled) to limit the data to one type of callback.
Conversation Type — For dashboards analyzing conversation outcomes, select "Voice" or "Digital" to view only one channel.
Messaging filters
Message Category — For messaging dashboards, select a type of messaging interaction (Conversation, Subscription, etc.).
Message Direction — Select "Inbound" or "Outbound" to analyze only one side of messaging interactions.
User audit log filters
User Type — For dashboards auditing user activity, select "Automation" or "User" to view only manual or automated events.
User Email — Select a user within the selected client organization(s).
Event Type — Filter among Create, Update, Delete, or User Authentication events.
Survey filters (Mindful Callback Feedback)
Industry — Select an industry to combine metrics for all clients tagged with that industry.
Region — Similar to the Industry filter, select a region to combine client metrics.
Survey Name — For dashboards dealing with survey completion rates and scores, select one or more surveys to limit the data.
