Recommended overview modules for frontline manager, executive, and insights roles

When deciding which report modules to include in the overview dashboard, make sure to only include reports that are relevant to the user's role, and adjust topic visibility as necessary. There are recommended modules for the frontline manager, executive, and insights roles.

Frontline manager

Users with a frontline manager role use Text Analytics to answer these types of questions:

Consider adding these modules to the overview dashboard for the frontline manager role:

Executive

Users with an executive role use Text Analytics to answer these types of questions:

Consider adding these modules to the overview dashboard for the executive role:

Insights

Users with an insights role use Text Analytics to answer these types of questions:

Consider adding these modules to the overview dashboard for the insights role:

Modules for overview dashboards

The following modules are included in the Text Analytics reporting app, but are not assigned to one of the six dashboards included in the app. This section can help you:

• Choose which modules to assign to the overview dashboards.

• Decide which roles should view each module — frontline manager, executive, or insights roles.

Snapshot report modules help users decide where to focus improvement efforts by showing what is going well and what is not. Many of these modules appear similar at first glance, but each report includes different metrics and varying levels of detail.

The following modules report on topics based on volume. They are suitable for any role.

The next modules report on topic impact scores. The impact score is a statistical figure that is only suitable for high-volumes of data. Consequently, these reports are only suitable for insights teams, executives, and (when there is a significant comment volume) for line-of-business leaders. Frontline users usually do not have high volumes of responses, so there is not enough volume per topic to report on topic impact. In addition, exposing these reports can generate questions from frontline teams about how the impact score is generated, distracting them from the data.

These final snapshot modules report on topics based on sentiment. Use caution when exposing reports with sentiment to frontline roles, as these roles usually have low volumes of comments. Sentiment accuracy (even with the best-in-class sentiment model) is never 100%, and when there is low comment volume, users tend to focus on inaccuracies and, consequently, distrust the reports. If you do want to expose sentiment, reports should only use large time periods to ensure significant volume. 

• Top 5 Topics by Positive Sentiment (Column)

  

• Top 5 Topics by Negative Sentiment (Column)

  

• Sentiment Distribution by Topic (Bar)

  

Trend report modules reveal changes in the frequency that customers discuss a certain subject. Users usually investigate any sharp increase in the discussion of a particular subject, as it can indicate a problem. These reports are highly detailed, so are geared towards insights teams, but can be useful for executives as well.

Insight report modules were designed to provide insights teams with all the metrics that are relevant to Text Analytics. Sometimes focusing on one metric is not sufficient, and insights teams can learn more from seeing them side-by-side.

Modules for Health watch dashboards

Health watch report modules provide information about the health of your Text Analytics program. Add these modules to an existing health watch dashboard, or create a new dashboard for them. These reports are most relevant to insights teams and corporate admins.