Dashboards
Dashboards is your home screen — the feedback-at-a-glance view you land on when you sign in. It's the first item under Analyse in the left navigation.
A dashboard is a grid of widgets, each showing one metric or chart. Everything on the dashboard responds to the filter bar at the top of the page, so the same dashboard can show "all surveys, all time" one moment and "the web survey, last 30 days, Manchester team" the next.
The Overview dashboard
Every workspace has a standard Overview dashboard. It's selected by default when you open Dashboards, and it can't be deleted — it's always there as a dependable starting point. You can build additional dashboards alongside it (see Building dashboards).
If you have several dashboards, a dropdown at the top of the page lets you switch between them.
Reading the metric widgets
Widgets visualise the core customer-experience metrics. The types you'll see include:
| Widget | Shows |
|---|---|
| NPS score | Net Promoter Score for a survey, with the promoter / passive / detractor split. |
| CSAT | Customer Satisfaction score. |
| CES | Customer Effort Score. |
| Response volume | How many responses arrived over the period. |
| Sentiment split | The positive / neutral / negative breakdown of free-text feedback. |
| Staff leaderboard | Top agents ranked by responses and NPS. |
| Agent KPI matrix | A grid of agents against their metrics. |
| NPS trend | NPS over time. |
| Alerts summary | A roll-up of alerts raised. |
| Agent activity | Activity across your agents. |
| Recent calls/SMS | Recent conversational-channel responses. |
| Verbatim bubble | Free-text topics plotted by sentiment against volume. |
| Responses by hour | When responses come in across the day. |
Your dashboard may show some, all, or a custom mix of these — it depends on how it was built.
:::note Complete responses only Like everywhere else in Davies CXsmart, dashboard metrics are calculated from complete responses. In-flight (partial) responses don't affect the numbers. See Surveys & responses. :::
A typical workflow
- Open Dashboards.
- In the filter bar, pick the survey (or leave it on All surveys) and a date range.
- Read the widgets. Spot a number that looks off?
- Narrow further — add a channel, team, or agent filter to find the cause.
- Jump to Responses or Verbatim to read the underlying feedback.
Customising
- To change which dashboards exist and what widgets they contain, use the Build dashboards button (top-right) to open the dashboard builder.
- To save a filter combination you return to often, use Saved views.