With the sprint release cycle, it seems like something new is always going live! Here’s a quick catch-up on a few highlights from our most recent sprint. 🙂
A faster dash to the CX Dashboard
- Jump directly to each CX Dashboard tab from anywhere in the platform
Navigating across the CX Dashboard is easy, from Overview to Comparison and beyond. But what if you want to quickly access a specific CX Dashboard tab directly when you first log in or while you’re working on another project? Now, you’ll see each tab of the CX Dashboard as a jump-to option in the top navigation menu of your account.
Filters on CX Dashboard
- Access and save filters on the right side of the CX Dashboard
We all love filtering data, and on the CX Dashboard, you’ve got plenty of options to slice and dice for deeper insights! From time period to project to metric to CX Tags, you can craft the perfect view to present your data. Now, rather than lining up all of those dropdown Project and Tag categories across the top of your CX Dashboard, you’ll see them all under the filter icon to the right. Here, you can create a filter based on one or more Tags, then apply and save the filter for future use. There’s a lot more to come under this new filter menu, but we’ll just stick to talking about Tags for now. 😉
One more exciting note: Now, in addition to saving filters on the CX Dashboard, you’ll also be able to set logic. So, choose the conditions of your choice, decide if you’d like ‘any’, ‘all’, or ‘custom’ conditions should be applied. Then, apply, and test it out! Love what you’ve put together? Save your filter and easily access it again next time you want to check out that specific slice.
Manage metrics on the CX Dashboard
- Choose which metrics to display on the CX Dashboard
Here’s another way to improve your view: On the CX Dashboard, you’ve been able to choose to view your Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and any of your own Custom Metrics. Now, you can also choose not to view any metrics you’d like to remove. This is especially helpful when you want to improve focus. For example, if you and your team are laser-focused on a specific metric in a particular meeting and you don’t want anyone to get distracted by data points that might not be as relevant to your conversation.
OpenAI-based NLP
- Deeper analytics through Natural Language Processing
We’re loving the new and exciting directions we’re heading in with Natural Language Processing! If you’re using this now, you may choose to enable OpenAI-powered updates that upgrade Aspects to Themes and Assessment to Emotions. You’ll see Sentiment Score on Theme, Sentence, and Response, and you’ll see an Intensity Score on Emotion. (If you’re not using this now, contact your Account Manager to learn more!)
Omni AND/OR Report-Level Segmentation conditions
- Use AND/OR to customize conditions in Report-Level Segmentation
If you’ve used Report-Level Segmentation in Omni, you already know that it’s a huge time saver. Once you’ve created a beautiful Omni report, this option lets you split your data into the perfect slice for each of your stakeholders. Whether you want each department head or location manager to see their own relevant data, Report-Level Segmentation saves you from filtering and recreating the same basic report over and over and over again. But if you’ve used it before, you already know this. 😉
What’s new? Now, if you’d like to go beyond a single segmentation point, you can create your own customized conditions. For example:
- Single: Create a separate report link/PPT for each location so that managers can see their own data.
- Custom condition: Create a report for each regional VP so that they can drill down to see results from each country in their region and even each state.
Enhancements to Website Feedback Surveys that pop!
- Expanded capacity and controls for Website Feedback Surveys, embedded pop-ups
Perhaps unsurprisingly, Website Feedback Surveys are one of the best methods of collecting continual feedback on your website. You can’t always anticipate when a customer might have a question or an employee might notice a navigation issue, so keeping a Website Feedback Survey up and running can be the perfect opportunity to keep lines of communication open.
And more, including…
- Upload custom PPT template for Omni [Enterprise add-on]
- Customize Data Policy text in secondary languages
- Improvements in All Projects dashboard
- Transformation to improve CX Dashboard performance
- Text and UI improvements
There’s more excitement just around the corner, too — see you again soon!
Want to catch up? Connect with your account manager or book a training call to walk through the latest. Also, remember that options vary by account type, so log in to see for yourself or drop a note to our support team with any questions.
