This module allows you to build custom reporting dashboards tailored to your specific analysis needs. Unlike the fixed, non-customizable per-question analytics view, it offers greater flexibility by enabling you to choose relevant metrics, apply filters, and organize data to suit your goals. This empowers you to focus on key trends, compare performance across segments, and easily extract actionable insights.

Business Use Cases

Creating custom analytics dashboards allows you to tailor your data analysis experience, enabling you to view and analyze survey results in ways that best suit your business needs.

• Provides Actionable Insights: Survey Analytics helps identify recurring issues, such as long wait times, by analyzing NPS feedback for specific time frames. This allows for prompt action, such as increasing service capacity during peak hours and improving customer satisfaction.

  Example: A bank branch manager identifies long wait times as a recurring issue by analyzing NPS feedback for specific time frames. This enables immediate action, such as adding counters during peak hours, to improve customer satisfaction.

• Data Analysis: Custom reports can segment feedback by relevant criteria, helping to quickly identify trends or issues, such as low performance in specific areas, and enabling targeted improvements.

  Example: In retail, custom reports enable the segmentation of post-transaction feedback by store location, allowing businesses to quickly identify trends, such as low staff helpfulness scores in specific regions, and implement targeted training programs.

• Performance Tracking: Comparing survey scores across locations helps identify performance gaps, such as long wait times during peak hours at underperforming sites. Sharing best practices from high-performing locations can drive improvements and enhance overall operational efficiency.

  Example: For a food chain, custom reporting enables comparison of survey scores across locations to identify issues like long wait times during peak hours at specific stores.

Custom dashboards empower targeted problem-solving by enabling users to drill down into specific issues like long wait times or low staff helpfulness, allowing for precise interventions. They also support improved resource allocation by revealing trends and underperforming segments, helping teams schedule additional staff during peak hours or launch targeted training. Additionally, dashboards enhance performance monitoring through comparative analysis across locations or time periods, making it easier to benchmark performance, replicate success, and address inefficiencies proactively.

Prerequisites

You need the Edit and View Reporting Survey Level permissions to create reporting dashboards in order to access the Custom Dashboards option. Currently, all users with access to the dashboard can view the available survey dimensions and metrics.

Custom Dashboards in CFM are primarily powered by the CFM Analytics data source.

Setting Up Custom Reporting Dashboard

1. Go to Sprinklr Insights and Customer Feedback Management.

2. Go to the Left Navigation pane of the Customer Feedback Management App to access Custom Dashboards. A complete list of previously created and shared dashboards is visible under the custom dashboards option.

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3. You can click + Create Dashboard to create a dashboard.

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4. Alternatively, you can create Folders to host multiple dashboards in it.

   Fill in the following details to create a dashboard:

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   1. Name: Enter dashboard name.

   2. Folder: Select a folder where you want the dashboard to reside.

   3. Auto Refresh: Check the Auto Refresh option to refresh the dashboard data automatically.

   4. Auto refresh interval: Select intervals for auto-refresh.

      Example: If you select 10 seconds, the dashboard will automatically refresh every 10 seconds to display the latest survey data.

5. Click + Add Widget.

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   You can add widgets to multiple sections in a dashboard. Learn to create a widget by referring to this article .

   The Data Source will be automatically selected as CFM Analytics.

6. Click Add to Dashboard to add the widget to the dashboard. All the capabilities of reporting dashboards are supported for CFM custom dashboards as well. Multiple sections can be added to the dashboard for different analytics reports within a single dashboard.

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How to use it?

Let us understand the process to add a widget:

1. Navigate to Custom Dashboard and click + Add Widget.

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2. You can utilize the CFM Analytics Metrics and Dimension selector to create various visualizations within the dashboard.

3. The Widget Builder for Customer Feedback Management, Analytics includes the ability to filter the list of metrics and dimensions based on the data source.

4. In order to access the data of a survey, you shall have the “View Responses and Analytics” for the survey.

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   1. If you examine a widget with dimensions or metrics from a survey that they lack access to in Response and Analytics, they will encounter an error similar to this on the widget.

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5. And for accessing the dimensions/metrics related to the survey, you shall have the “View Survey Dimension” permission under the “Edit Response and Analytics”. Without this, you won’t have the dimensions/metrics for plotting, filtering, and drill down.

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6. You can choose the survey(s) and data pipeline(s) for which you wish to view the list of metrics.

   1. You can narrow down the list of all metrics and dimensions by the name of the survey for which this dashboard is being created.

      Note: The choices for Survey Name, Dataset Name, or Hierarchy Name are retained for a single session of widget creation to minimize the number of clicks required to set up the widget.

7. All available metrics are organized into distinct categories to simplify identification and facilitate report creation.

   1. Favourites: Contains dimensions and metrics you've marked as favorites for quick access.

   2. Recent: Displays dimensions and metrics you’ve used most recently.

   3. Standard Survey Metrics: Includes survey-agnostic dimensions such as Survey Response Count, Response ID, Survey Name, and Response Time.

   4. Survey Questions: Groups metrics based on survey question types from which the dimensions or metrics are derived.

   5. Custom Fields: Contains custom fields related to the asset categories: Survey, Hierarchy, Profile, Transaction, and User.

   6. Response Metadata: Contains IP-based, survey-agnostic dimensions like Browser and Geo Location.

   7. Dataset: All joint dataset dimensions can be found here, which is used for multi survey joint reporting.

   8. Others: Contains all remaining un-bucketed dimensions that do not fall under the predefined categories.

      Sub-buckets help to facilitate metric identification and dashboard configuration.

      Note: Each metric or dimension is tagged with its associated survey or dataset name when selecting it for plotting in widgets.

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8. You can apply, lock, and pin individual or combined filters at the dashboard , section, and widget levels.

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9. You can set various time ranges for data comparison and adjust them according to your analytical needs.

   

Manage Sections

To make changes to the dashboard, refer to the following points:

• Compare Mode: Helps to compare the data from two different time ranges.

• Filter Option: Helps to add filters at the dashboard level.

• Reload Dashboard: Helps to refresh the data at the dashboard level.

• Click Vertical Ellipsis(3 dots) to manage the dashboard further:

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  • + Create: You can create a new dashboard

  • Edit: You can edit the current dashboard.

  • Edit Layout: You can edit dashboard layout.

  • Clone: You can clone the dashboard.

  • Delete: You can delete the dashboard

  • Share: You can share the dashboard with workspaces, users, and user groups.

  • Get External Link: You can create external links for the dashboard.

  • Export: You can export the dashboard in PDF, Excel, PNG, PPT, CSV, and JSON format.

  • Generate Presentation: You can generate the dashboard as a Sprinklr presentation from the dashboard.

  • Activity: You can view all the changes made on the dashboard.

  • Set SLA Present: You can customize the SLA time intervals to monitor SLA performance.

  • Custom Interval: You can customise the monthly or quarterly intervals used in charts.

  • Date Range: You can apply different time ranges for comparing the dates and refining them as per the requirements for analysis. You also have the ability to use data range filters for custom fields of the Date type.

    This functionality is available at the dashboard level filters, response tab, and analytics tab.

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Manage Custom Dashboard

You can manage the dashboards through the 3 dot menu:

1. Clone: You can create a clone of the dashboard by simply adding a name for the clone.

2. Share: You can edit the share access of the dashboard.

3. Delete: You can delete the dashboard.

4. Move to Folder: You can move an individual dashboard to a folder for better oraganisation.

Special behaviour for reporting with survey having Non-Mandatory questions

1. Mark as required: Navigate to the Survey Builder settings and enable the "Mark as Required" option for questions you wish to make mandatory. Since our surveys support non-mandatory questions, we've implemented special handling to account for scenarios where some responses may be missing, typically occurring when respondents skip optional questions. This can also occur when a partial response is automatically submitted, resulting in some questions being left unanswered due to the respondent's early exit.

   

2. In the Responses tab, “-” indicates that no value was provided for certain questions or custom fields.

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3. In custom dashboards, when a response or value is missing for a question, we display Not Answered to clearly indicate the absence of a response.

   1. For Table widget the dimensions would show the value as Not Answered where the question was not filled by the respondent.

      

   2. In column, bar, or pie chart widgets, the legend displays Not Answered for responses where no value is provided.

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4. Filtering options to view or hide Not Answered values.

   1. If you wish to exclude Not Answered values from the widget, apply a filter by selecting all possible response options for the relevant question.

      1. Similarly, if you choose to display only specific values for a dimension, the "Not Answered" category will be excluded from the widget.

         

         

   2. Conversely, if you wish to display only the Not Answered entries, apply a filter using the Select All option combined with the Does Not Contain condition. This approach effectively isolates and displays only the unanswered responses.

      

      

   3. Similarly, you can apply the same filtering techniques to other visualizations—such as bar, column, or pie charts—in order to control the visibility of the Not Answered legends.

      

      

   4. You can view Not Answered with the help of a column chart.

      

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Widgets Supported in CFM Custom Reporting

In the Customer Feedback Management Analytics module, you can incorporate customizable widgets into personalized dashboards for effective data visualization. These widgets allow you to engage with pertinent data sets, aiding you in listening, learning, and reacting to important developments as they happen. You have the option to add one or several widgets to a dashboard simultaneously.

The following is the list of widgets supported in Customer Feedback Management analytics:

Best Practices

• Control Access: Ensure only the relevant POCs have the correct level of access to the dashboard and survey data.

  • Assign Permissions Carefully: Assign appropriate Edit and View permissions to individual users and user groups.

• Use Sections for Role-Based Views: Create separate sections tailored to different user roles (e.g., analysts), using clear and descriptive section names to help users quickly find the most relevant views.

• Prioritize Key Widgets: Place the most important widgets at the top of the report for quick and easy access during analysis.

• Design Role-Specific Dashboards: Understand the use case of each user. For example, a store manager’s dashboard should be designed to deliver quick insights within 5 minutes, with key widgets like NPS scores and a stream of latest responses placed prominently at the top.

• Align with Client Analysts: Coordinate with client-side analysts to ensure that report structure and metric definitions align with the brand’s analytics framework and syntax.