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Gainsight Inc.

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.

Admins must first configure the data in the CX Center Admin page to view analytics on the CX Home page. For information on how to configure the CX Center, refer to the Configure CX Center article in the Additional Resources section.

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

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.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 or Edit View section in this article. 
  2. Context Menu: Click the Context Menu icon to perform the following actions:
    • Edit View: Clicking Edit View navigates you to the Layout Builder screen. 
    • Delete View: Clicking Delete View deletes the present view.
      Notes:
      • Edit and Delete View actions are not available for Default View.
      • Users with the Viewer+ Analytics license type cannot create a new, edit, or delete a view.
  3. 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 a logged-in user.
  • Shared Views: Displays the list of views that were shared to the logged-in user by other users.

     To share a View: 

  1. Select the View to share, from the Views dropdown list as required.
    Note: You can also create a new View and share it.
  2. Click the Share Icon. The Share window appears.
  3. Select the Permission type from the Select Permission Type dropdown list. You can select any of the following permission types:
  • 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.
  • Users with the Viewer+ Analytics license type cannot share a view.
  1. Filters: Click the Filter icon to view the default global filters (Sources, Time Frame, and Metrics) and additionally added filters (Company and Company Person) on the selected view. All the Widgets display the Sentiment score, NPS®, CSAT, Number of Mentions, and Number of Comments based on the filtered criteria.

  • Default Filters: Displays three filters (Sources, Time Frame, and Metrics) and allows users to select the required value for these filters.
    Note: You can either directly select the required value in the Filters or in the Edit Filters section.

    • Sources: 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, Total 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.
    • Time frame: Click the dropdown to select from pre-built time frames (Current Month, Current Fiscal Year, etc.) or configure a custom date range of data to display.

    • Metrics: Click the dropdown to select/unselect Sentiment, CSAT and/or NPS (True/Average) scores.
  • Additional Filters: This allows adding multiple filters based on the Company and/or Company Person object. To add additional filters:

  1. Click Edit Filters.

  2. Click the Plus icon.

  3. You can select either of the following:
    • Company: From the Object dropdown, select Company 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 in the Additional Resources section.

    • Company Person: From the Object dropdown, select Company Person 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 the Company Person object, refer to the Gainsight Person Object Model article in the Additional Resources section.
  4. Click Apply.

Known Issue of Share View 

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, the 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.

Widgets

In the CX Center, the analytics are displayed in five different widgets. In the default view, you can see all the widgets and can customize them in your specific view(s).

The available widgets are:

  • Companies
  • Trends
  • Topic Explorer
  • Revenue Matrix
  • People

Companies

The Companies widget displays the list of Companies along with their aggregated Sentiment, Average or True NPS®, CSAT score, and Revenue. If you want to see the scores of a specific Company, you can search by the Company Name. Clicking on the company name navigates you to the respective C360 page. You can also select an operator in each column of the widget to filter the records.

For deeper insights, click any score and to see the drill-down view. 

Drill Down View

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

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

Drill Down _Comp.png

  1. Name: Displays the Company name.
  2. Sentiment Score: Displays the Aggregated sentiment score of the company and the number of comments.
  3. NPS®: Displays the NPS® of the company and number of responses.
  4. CSAT: Displays the CSAT score of the company and the number of responses.
  5. 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.
  6. 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. The activity list displays the recent entries first.
  7. 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. The Survey list displays the recent entries first.

Trends

The Trends widget displays the Sentiment, NPS® (True/Average), CSAT scores, and trends by a Company Person user role for a selected period of time along with a number of responses.

This widget allows you to customize the user roles to display the selected metric historical data. You can also get the comparative trend analysis between different user roles. 

Example Business Use Cases:

  • 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.
  • A CX user on the Trend widget wants to analyze metrics over a period of time and drill down into the metrics data for deeper analysis.

In the Trends widget, you can select any of the following:

  • Sentiment: On the left side, it displays the average sentiment score of all the responses and/or activities for the given source data. The Comments bar displays the number of comments and when you hover, it displays the distribution of NegativeNeutral/Mixed, and Positive comments.

    On the right side, it displays the trend by user role for the selected time period. You can select a specific user role or a maximum of four roles to view different trend lines. You can combine all the roles to view a single sentiment trend line. Hover on the trend line checkpoint to view the sentiment and number of comments in detail. If you select Split by Role you can view all the User Roles on the top.

    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:

Sentiment.png

  • NPS®: On the left side, it displays aggregated NPS® for the given source data. You can either select Average NPS® or True NPS® in the metric filter. The Responses bar displays the number of NPS® responses and when you hover, it displays the individual count of DetractorsPassives, and Promoters.

    On the right side, it displays either True NPS® or Average NPS® trend by user role for the selected time period. 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 checkpoint to view the True or Average NPS® and a number of responses in detail. 

    • Average NPS®: Displays the 'Average' NPS® score, which has been averaged on total responses ranging 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®: Displays the ‘True’ NPS® score of the total responses ranging 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:

NPS®.png

  • CSAT: On the left side, it displays the average CSAT score for the given source data. The Responses bar displays the number of responses and when you hover, it displays the distribution of NegativeNeutral/Mixed, and Positive responses.

    On the right side, it displays the CSAT trend by user role for the selected time period. 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 CSAT trend line. Hover on the trend line checkpoint to view the CSAT score and a number of responses in detail. 

    CSAT score ranges from 0 to 100 and it is applicable for all the widgets. The score ranges are:
    • 0 to 40% is Negative 
    • 40% to 60% is Neutral
    • 60% to 100% is Positive 

     ​​The below sample image displays the CSAT colors:

CX Center.jpeg

Notes: 

  • If the user was not assigned a role, by default the responses will appear under Unassigned Role.
  • When you select Unassigned Role, you cannot select other user roles.
  • The trend line color is specific for each user role.
  • Hover or click the User Role to view the associated SentimentNPS®, or CSAT trend line.

For deeper insights, click any checkpoint to see the drill-down view and the following options:

  1. Time Frame: Displays the selected historical time frame.
  2. Metric: Displays the Sentiment, NPS®, or CSAT score of the selected historical time frame and a number of mentions/responses respectively.
  3. Topic: Displays all the topics from which the scores were analyzed.
  4. Timeline/Survey: For the Sentiment metric, it displays all the timeline activities and survey responses associated with it, and for NPS® and CSAT metrics it displays only survey responses. For more information on how to filter the activities/responses, refer to the Drill Down View section in this article.

Drill Down _Trend.png

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.

  • 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 the 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 in the Additional Resources section.
      Note: You cannot access the 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. 
  • 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 the 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:

Drill Down _Keyword.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 in this article.

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®/CSAT 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®/CSAT. 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 in this article.

People

The People widget displays the list of Company Persons along with their Role, Email, Company Name, historical Sentiment score, and their latest responded score to the CSAT and/or NPS® surveys. If you want to see the scores, company name, email, and role of a specific Person, you can search by the Person Name. Clicking on the company name navigates you to the respective C360 page. You can also select an operator in each column of the widget to filter the records.

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

Drill Down _People.png

  1. Name: Displays the Person's name.
  2. Sentiment Score: Displays the person’s historical sentiment score and a number of mentions.
  3. NPS®: Displays NPS® latest response. For example: In the above image, that particular person responded with a score of 10 to the NPS® survey.
  4. CSAT: Displays the CSAT latest response. For example: In the above image, that particular person responded with a score of five to the CSAT survey.
  5. Topic: Displays all the topics from which the sentiment scores were analyzed.
  6. 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. The Layout Builder window appears, and now configure the following options:

New.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 in this article.
  3. Widget: Out of the box, five widgets are available. Drag and drop the required widget onto 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. The Layout Builder window appears. For more information, refer to the Create or Edit View section step 2 in this article.

 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.

CX Center - Edit.jpeg

Additional Resources

 

NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.
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