NavigateERP for African business

The analytics dashboard: charts and trends

Every figure at a glance - and whether it got better.

Steps

  1. Go to Customer experience → Analytics - it opens on the Dashboard.
  2. The cards at the top: responses, average rating, CSAT, NPS, complaints, tickets opened, SLA met and time to resolve - each with a small trend line and the change against the same number of days before (green when it got better; fewer complaints and faster resolution count as better).
  3. The charts: Satisfaction trend (CSAT and NPS), Promoters & detractors, Responses & complaints, Tickets opened vs resolved, the ratings given, what the comments say, where feedback comes from (QR, SMS, link…), service level met, average rating, the top complaints, tickets by category and status, by location and by branch.
  4. Choose the dates, a branch, a location or a form above - every chart follows. Up to about two months it shows week by week; longer, month by month.
  5. Hover a point or a bar for its figure. Print the page or save it as PDF - the charts print clearly.

Good to know

  • The other tabs have their own charts: each form's CSAT and NPS (Trends by form), open and overdue tickets by owner and SLA by priority (Ticket operations), and each campaign from accepted to responses (Campaigns).