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CX Project

    Comparison

    Identifying and measuring CX metrics along the customer journey offers you insights on how customers’ experiences vary at each stage. If you discover that customers are especially satisfied with their customer service interactions but not as happy with their training experiences, for example, you have an opportunity to learn what’s working well and apply lessons learned.

    On the CX Dashboard, you can select and compare Tags. Here’s how:

    1. By default, all Tag Categories will be available as default tabs under Comparison. Each Tag Category tab will further display comparison between its constituent Tags.
    2. You can drag and rearrange your Tag categories and custom comparisons.

    3. Under each comparison tab you’ll see the following widgets:
      • Quick Trends: Displays trend for each category while showing response distribution across positive, neutral, and negative. If you have more than 4 Tags and more than 10 responses received for each Tag, the strongest and weakest Tags will be highlighted.

      • Trend Graph: View the trend graph of a metrics for each Tag under a category over time.

      • Trend Table: View the trend of each tag, based on the selected metric within a table.

        Set a goal for your metric so can easily review how close you are to your goal. Click on the three-dot menu, click on Set Metric Goal, and enter your goal value.

        For Custom Metrics you can choose to define color range using Conditional Formatting.
      • Response Distribution Graph: View your responses divided as Positive, Negative and Neutral responses as a stacked graph.

      • Response Distribution Graph: View your responses divided as Positive, Negative and Neutral responses as columns within a table.

    4. As needed, customize these widgets through the following options:
      • Scale Range: Choose to display default score range (eg: -100 to 100 for NPS) or Best Fit. (Only for Trend Graph)
      • Set Metric Goal: Set a goal for your metric so can easily review how close you are to your goal.
      • Merge: Combine Tags and view their merged data as a single element on the widgets.
      • Hide: Do not display a certain Tag on the Dashboard.
      • Options: For Custom Metrics, define which values should be displayed as positive, neutral, and negative within the Dashboard widget.
      • Hide Widget: Each widget can be hidden from the Dashboard as needed. Unhide it from Manage Widgets under the three-dotted menu on the top band.
    5. Switch between different metrics and timelines from the top band.

    Create Your Comparison Dashboard

    Ready to create your own comparison dashboard with multiple data sets? Here’s how:

    1. Open the CX Dashboard.
    2. Click on the Comparison tab.
    3. Click on the plus icon in the right corner corner.
    4. Next, enter the title for your custom Comparison Dashboard view.
    5. Choose the default metric and timeline.
    6. Now, define each data set you’d like to compare. Enter the title and choose the Tags you’d like to include. A total of 10 data sets can be created.
    7. Save your changes.
    8. As needed, edit or delete this custom comparison by clicking on the three-dot menu in the top right corner.
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