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CX Center Home

Overview

The CX Center Home page presents users with advanced analytics on their Timeline and Survey Response data. It includes out-of-the-box reports that help users get a holistic view of the insights derived from the given input data.

This article provides an overview of the CX Center Home page and walks you through all the available options, settings, and widgets. Admins must first configure the data in the CX Center Admin page to view analytics in the CX Home page. For information on how to configure the CX Center , refer to the Configure CX Center article.

To start analyzing the data, navigate to CX Center . The CX Center Home page is categorized mainly in to two sections, namely:

  1. Settings
  2. Widgets

Home Overview.png

Settings

When you first visit the CX Center Home page, all the settings are in the default state. You can also change the default settings. The options available in this section are:

Settings Overview.png

  1. View Dropdown List: Displays the name of the selected View. As a standard, you can see the Default View is selected. You can select the required view from the dropdown list, if you have already created some views. To create a new view, edit or delete a view, refer to the Create New or Edit View section. 
  2. Context Menu: Click the Context Menu icon to view the following actions:
    1. Edit View: Clicking Edit View navigates you to the Layout Builder screen. 
    2. Delete View: Clicking Delete View deletes the present view.
      Note: Edit and Delete View actions are not available for Default View.
  1. Share View: You can share your View with other Users and/or User Groups and can assign specific access to specific User/User Groups. The following access options are available for User/User Groups:

  • View: Users with View permission can only View the shared view.
  • Edit: Users with Edit permission can View, Edit and Save the shared view.
  • Admin: Users with Admin permission can View, Edit, Delete and Share the shared view.

     In the Views dropdown list, users have two views:

  • My Views: Displays the list of views created by logged-in user.
  • Shared Views: Displays the list of views which were shared to the logged-in user by other users.

     To Share View: 

  1. Select the View to share, from the Views dropdown list as required.
  2. Note: You can also create a new View and share it.
  3. Click the Share Icon. Share window appears.
  4. Select the Permission type from Select Permission Type dropdown list. You can select any of the following permission type:
  • Private: user, who created that specific view can access.
  • Public - View: shared with all users in view-only access.
  • Give access to specific people: shared with specific User and/or User Group.

    To give access to User/User Group:
  1. Select the Users/User Group radio button.
  2. Type in and select the user/user group name in the Search box.
  3. Select either View, Edit or Admin from the Access Type dropdown list.
  4. Click ADD.
  1. Who got access: you can search or scroll down to see the list of users and user groups, that specific view is shared with.
    Note: You can also change the access type or revoke the access.
  2. Click Save.

Notes:

  • By default, users with Super Admin access have the visibility of all CX Center views in that org and can perform all view actions including Edit, Share and Delete. For Super Admin, you cannot revoke the access.
  • In the SHARED VIEWS list, hover on the specific view to see the type of access you have been assigned by other users.
  • Once the view is shared, the share icon displays the number and list of the Users and/or User Groups.
  • You can also see the owner name of the View in the Share window.
  • You cannot share the Default View.
  • When a view is shared with specific users through Give access to specific people option, users receive an email notification about the View Sharing.

Know Issue: When a user clicks the CX Center shared view link, that is sent through email and if that user is not yet authenticated, the View URL is being stripped off with the View ID post authentication. As a result, user may be redirected to the CX Center's Default View instead of the Shared View.
Workaround: Assuming the user has already gone through the authentication process, users need to click on the email link once again to redirect to the right view or alternately, select the view by name from the View dropdown list.

  1. Filters: Click the 4..png icon to apply global filters on the selected view. If you apply global filters, all the Widgets display the Sentiment score, NPS®, Number of Mentions and Number of Comments based on the filtered criteria. 
    You can set filters on the following segments:

    1. Source: Click the dropdown to toggle On/Off for all the Survey and/or Timeline data.

      • Surveys: Click the dropdown to select/unselect response data from specific surveys. You can search for surveys by name and can also filter available surveys based on the entity type (Company/Relationship) and click Apply to filter the data.
        Note: You can see the Status and Number of Responses and Contextual Date information of a specific survey.
      • Timeline:  Click the dropdown to select/unselect the type of activity data to display, and click Apply to filter the data.
    2. Time Frame:  Click the dropdown to select from pre-built time frames or configure a custom date range of data to display.
      Note: You can also see the date that was configured in CX Center Admin page.

    3. Companies: Click the dropdown to add filters based on the Company object. You can apply multiple filters and advance logic between them (AND or OR) to filter the response data as required. For more information on Company object, refer to the Gainsight Company Object article.

    4. People: Click the dropdown to add filters based on the Company Person object. You can apply multiple filters and advance logic between them (AND or OR) to filter the response data as required. For more information on Company Person object, refer to the Gainsight Person Object Model article.  

    5. Click Apply Filters to save the filter settings.

Widgets

In the CX Center , the analytics are displayed in six different widgets. In the default view, you can see all the widgets. And you can customize the widgets in your specific view(s).
The available widgets are:

  1. Overall Score
  2. Trends
  3. Companies
  4. Topic Explorer
  5. Revenue Matrix
  6. People

Overall Score

The Overall Score widget displays the overall Sentiment score and NPS®. Here, you can see two tabs: Sentiment and NPS®.

  1. Sentiment: Displays the average sentiment score of all the responses and/or activities for the given source data. Hover on the Gauge to view the Sentiment score.

    The Comments bar at the bottom displays the number of comments. Hover on the Comments bar to view the distribution of Negative, Neutral/Mixed, and Positive comments.

Sentiment score ranges from -10 to +10 and it is applicable for all the widgets. The score ranges are:

  • -10 to -2 is Negative 
  • -2 to +2 is Neutral/Mixed 
  • +2 to +10 is Positive 

The below sample image displays the sentiment colors:
7. Sentiment.png

  1. NPS®: Displays aggregated NPS® for the given source data. You can either select Average NPS® or True NPS®. Hover on the Gauge to view the Average NPS®/True NPS®.

    • Average NPS®: Displays the NPS® score, that has been averaged on total responses ranging from 0 to 10.
    • True NPS®: Displays the ‘True’ NPS® score of the total responses ranging from -100 to 100.

The Responses bar at the bottom displays the number of NPS® responses. Hover on the Responses bar to view the individual count of Detractors, Passives, and Promoters.

Average NPS® score ranges from 0 to 10 and it is applicable for all the widgets. The score ranges are:

  • 0 to 7 is Detractor
  • 7 to 9 is Passive
  • 9 to 10 is Promoter

True NPS® score ranges from -100 to 100 and it is applicable for all the widgets. The score ranges are:

  • -100 to 0 is Detractor,
  • 0 to 50 is Passive 
  • 50 to 100 is Promoter 

The below image displays the NPS® colors:

10. NPS®.png 

Trends

The Trends widget displays the Sentiment and NPS® trend for a selected period of time and by Company Person user role.

This widget allows you to customize the time period and user roles, to display the historical data. You can also get the comparative trend analysis between different user roles.

Use Case: For instance, every month you have sent multiple NPS® surveys to different user roles like Decision Maker, Executive Sponsor or Power User. With the Trend widget, you can analyze the positive and/or negative NPS® trend by user role over a period of time on all the responses received.

Here, you can see two tabs: Sentiment and NPS®.

  1. Sentiment: Displays the Sentiment trend over a selected period and by user role. You can select the time period as either Weekly, Monthly, Quarterly or Yearly. And, you can select specific user roles or all user roles to view different trend lines. You can combine all the roles to view a single sentiment trend line.
    Note: If the user was not assigned a role, by default the responses will appear under Unassigned Role.

    Hover on the trend line check point to view the sentiment and number of comments in detail. If you select Split by Role you can view all the User Roles at the bottom. Hover or click the User Role to view the associated sentiment trend line. The trend line color is specific for each user role.

  1. NPS®: Displays either True NPS® or Average NPS® trend over a selected period and by user role. You can select either Weekly, Monthly, Quarterly, or Yearly. And, you can select specific user roles or all user roles to view different trend lines. You can combine all the roles to view a single NPS® trend line.

    Hover on the trend line check point to view the True or Average NPS® and number of comments in detail. If you select Split by Role you can view all the User Roles at the bottom. Hover or click on the specific User Role to view the associated NPS® trend line. The trend line color is specific for each user role.

Companies

The Companies widget displays the list of Companies along with their Sentiment, NPS®, and Revenue. If you want to see the scores of a specific Company, you can search by the Company Name. In the company widget, you can see two tabs: Sentiment and NPS®.

  1. Sentiment: Displays the aggregated Sentiment score of the company with revenue information. From the Sentiment Type dropdown list, you can select the required sentiment type (All, Negative, Neutral/Mixed or Positive) if you wish to wish to filter by a specific sentiment.

  2. NPS®: Displays the Average or True NPS® of the company with revenue information. From the dropdown list, you can select All, Promoters, Detractors, or Passive, if you wish to view specifically. 

For deeper insights, click any company name and you can see the drill down view. 

Drill Down View

Note: You can view Drill down in Topic Explorer, Revenue Matrix, People, and Companies widgets only.

In the drill down view, you can view all the Survey/Timeline responses/activities, sentiment, NPS® and more for a specific Company.

In the drill down view, you can see the following options:

18. Drill Down options [2] [2].png

  1. Name: Displays the Company name.
  2. Sentiment Score: Displays the Aggregated sentiment score of the company and number of comments.
  3. NPS®: Displays the NPS® of the company and number of responses.
  4. Topic: Displays all the topics. Select any topic, to know the sentiment derived from it. Hover on the topic to see the number of mentions. You can filter them further by Sentiment and Roles.
  5. Timeline: Displays all the timeline activities of a company with User role, Company name, and Activity name. You can filter the activities further by Activity type and Sentiment. You can see the activity date and time and can also view the individual activity by clicking the Three dots icon. Activity list displays the recent entries first.
  6. Survey: Displays all the Surveys of a company with Participant name, Company name, Survey question, and Survey response. You can filter the surveys further by User Role and Sentiment. You can see the response date and time and can also view the individual survey response by clicking the Three dots icon. Survey list displays the recent entries first.

Topic Explorer

The Topic Explorer widget displays all the Topics and Keywords and their Sentiment scores along with the number of times that a specific topic/keyword is mentioned in all the activities and/or responses. Here, you can see two tabs: Topics and Keywords.

  1. Topics: Displays all the admin configured topics. You can view them either in a Bubble Chart or List type visualization. You can add, hide, or delete the topics in the Manage Topics section based on your requirement. In the topics tab, you can see the following options:

  • Bubble Chart View: Hover on the topic to view the sentiment score and number of times it is mentioned in all the activities and/or responses. From the Sentiment Type dropdown list, you can select the required sentiment type (All, Negative, Neutral/Mixed, or Positive) if you wish to view a specific sentiment.
  • List View: Displays the list of all topics. You can view all Topics in rows and associated Sentiment Score, Number of mentions including Negative, Neutral and Positive, in columns and you can sort and rearrange the columns as required. If you want to see a specific Topic, you can search by Topic Name.

    From the Sentiment Type dropdown list, you can select the required sentiment type (All, Negative, Neutral/Mixed or Positive) if you wish to view a specific sentiment. If you have too many topics, you can use the pagination tool to navigate through different pages and view multiple topics, in a set of 15 on a single page.

  • Manage Topics: You can Add, Edit, or Delete the topics as required. For information on topics and how to add, edit or delete a topic, refer to the Configure CX Center article.
    Note: You cannot access Manage Topics option in Default View.
    You can toggle On/Off the topics configured by your admin, if you wish to include or exclude specific topic results. 

  1. Keywords: Displays all the keywords associated with the topics. You can view either in a Word Cloud Chart or List type visualization. 

  • Word Cloud View: Displays the sentiment of the keywords. Hover on the keyword to view the sentiment score and number of times it is mentioned in all the activities and/or responses. From the Sentiment Type dropdown list, you can select the required sentiment type (All, Negative, Neutral/Mixed, or Positive) if you wish to view a specific sentiment.
    Note: The keywords displayed on the Word Cloud view are sorted by the importance score.
  • List View: Displays the list of all keywords. You can view all Keywords in rows and associated Sentiment Score, Number of mentions including Negative, Neutral and Positive, in columns and can sort and rearrange the columns as required. If you want to see a specific Keyword, you can search by Keyword Name.

    From the Sentiment Type dropdown list, you can select the required sentiment type (All, Negative, Neutral/Mixed, or Positive) if you wish to view a specific sentiment. If you have too many keywords, you can use the pagination tool to navigate through different pages and view multiple keywords, in a set of 15 on a single page.

For deeper insights, click any topic/keyword, and you can see the drill down view and the following options:

27..png

  1. Name: Displays the Topic/Keyword name.
  2. Sentiment Score: Displays the sentiment score of the topic/keyword and number of mentions.
  3. Keywords: In Topic drill down, displays the list of keywords associated with that topic. In Keyword drill down, displays all the keywords. Click any keyword to view the specific mentions. You can also see the sentiment of the keyword.
  4. Timeline/Survey: Displays all the timeline activities and survey responses associated with the selected topic/keyword. For more information on how to filter the activities/responses, refer to the Drill Down View section.

Revenue Matrix

The Revenue Matrix widget displays the Revenue vs Sentiment/NPS® of the Companies in a graphical representation. It segregates the Companies into four quadrants based on Company Sentiment/NPS® and Revenue. The four quadrants are:

  1. At Risk: Low sentiment/NPS® and High revenue
  2. Need Attention: Low sentiment/NPS® and Low revenue
  3. Growth Potential: High sentiment/NPS® and Low revenue
  4. Advocates: High sentiment/NPS® and High revenue

28. RM.png

Note: Each quadrant displays a maximum of 50 companies. 

On X-Axis, the revenue matrix displays the Sentiment/NPS® and on Y-Axis it displays the Revenue (Selected currency field). Hover on any point on the graph to view the Company Name, Status, Revenue information, and Sentiment/NPS®. For deeper insights, click any point on the graph and you can see the drill down view. For more information on drill down, refer to the Drill Down View section.

People

The People widget displays the list of Company Persons along with their historical Sentiment score, latest responded score for the NPS® survey, Role, and Company Name. If you want to see the scores, company name and role of a specific Person, you can search by the Person Name. In the people widget, you can see two tabs: Sentiment and NPS®.

  1. Sentiment: Displays the historical sentiment score based on the person response(s), company name and role information of the person. You can filter the person by Role and/or Sentiment type.
  2. NPS®: Displays the last responded NPS® score, company name and role information of the person. You can filter the people by Role and/or NPS® score.

For deeper insights, click on a name and you can see the drill down view and the following options:
Note: In People widget, you can only see the Survey tab in the drill down view.

31. .png

  1. Name: Displays the Person name.
  2. Sentiment Score: Displays the person’s historical sentiment score on responses.
  3. NPS®: Displays NPS® latest response. For example: In the above image, that particular person responded with a score of 6 to the NPS® survey.
  4. Topic: Displays all the topics from which the sentiment scores were analyzed.
  5. Survey: Displays all the Survey responses of that person. You can view Participant name, Company name, Survey question, and Survey response. You can filter surveys further by User Role and Sentiment. You can see the response date and time and can also view the individual survey response by clicking the Three dots icon.

Create or Edit View 

To create a new view: 

  1. Click View Dropdown.
  2. Click Create New View. Layout Builder window appears, and now configure the following options:

32. New [2].png

  1. View Name: Enter the required View display name.
  2. Filters: While creating the view, you can set the global filters. For more information on filters, refer to the Settings section step 4.
  3. Widget: Out of the box, 6 widgets are available. Drag and drop the required widget on to the Canvas screen. You can resize the widget, change the order, or add/delete the widget as required.
    Note: The Trend and Topic Explorer widgets require more space than other widgets for better visualization.
  4. Save View: Click Save View to save the new view.

Note: You can Edit or Delete only the views that you have created.

To edit an existing view:

  1. Click View Dropdown.
  2. Hover to the view you wish to edit.
  3. Click the Edit icon. Layout Builder window appears. For more information, refer to the Create New or Edit View step 2.

To delete an existing view:

  1. Click View Dropdown.
  2. Hover to the view you wish to delete.
  3. Click the Delete icon.
  4. Click Yes to delete.

Additional Resources

  • For more information on the overview details of CX Center , refer to the CX Center Overview article.
  • For information on how to configure the CX Center , refer to the Configure CX Center  article.
  • For information on the most frequently asked questions on CX Center , refer to the CX Center FAQs article.
NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.
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