Dashboard (super admin)

Restriction: This feature or information is available to Medallia employees only and it is not to be shared outside the company.

At first glance, the super-admin Dashboard may look similar to the main Dashboard page available to clients. However, the super-admin Dashboard allows you to view metrics for any client in the system, or all clients at once. This page features additional filters, such as Industry, Red Flags, and Client Scorecard, which are important to Medallia employees when analyzing overall client health. Even the metrics with similar names to the client Dashboard may provide different information, so it's good to think of this page as a completely separate report.

Note: The super-admin Dashboard is primarily used by Customer Success Managers (CSM) to check on the health of client Organizations.

feedback super admin dashboard

Dashboard Filters

Filters on the super-admin Dashboard allow you to view the clients, industries, and metrics in which you are interested.

  • (Optional) Industry: Select one or more industries to filter for clients tagged with those industries.
    • Industries are configured for individual Organizations on the Manage Customers page.
  • Customer: Select the customer(s) you are interested in, or choose All Customers.
  • Date Range: Filter for a specific date range.
  • Metrics to View: Select the metric(s) you wish to view on the Dashboard.

Available Metrics

The Metrics to View filter allows you to customize the data shown on the Dashboard. The following metrics are available:

  • Overall NPS: Net Promoter Score
  • Overall CES Score: Customer Effort Score
  • Overall FCR Score: First Call Resolution
  • Overall CSAT Score: Customer Satisfaction
  • Client Scorecard: Two metrics are highlighted:
    • Rolling 30-day survey completion: Shows a percentage of completed surveys for the most recent 30 days in the specified date range.
    • Active licenses
  • Survey Data: Several metrics are provided, showing a general overview of survey outcomes:
    • Number and percentage of surveys completed
    • Number and percentage of surveys abandoned
    • Number of surveys marked as Reviewed
    • Total survey count
    • Percentage of positive responses vs. negative responses.
  • Over Time Data: This option adds several charts to the Dashboard:
    • Response count over time
    • Invalid response count over time
    • Interaction count over time
    • Interaction data count over time
    • Failed jobs count over time
  • Red Flags: Four potential issues are highlighted:
    • Archived Users Rate
    • Surveys Pending Rate
    • No Surveys in the Last Seven Days
    • Negative Balances
  • Completed and Abandoned Over Time: Selecting this option adds separate charts for Completed Over Time and Abandoned Over Time. Here you can see trends in how many customers are successfully completing surveys.
Note:
  • Most charts can be saved offline in several formats (PNG, JPG, PDF, and SVG). When you see a hamburger menu near the top-right of a chart, you can click it to view download options.
  • Some charts allow you to change the calculation used for the metric. When you see a dropdown menu at the top of a chart (with Normalized Mean selected by default), you can use the dropdown to change the calculation to Mean, Top Percent, and others.
example of different options for calculation and downloading