Updates to the analytics dashboard

We’ve added additional charts and filters to help you better understand customer satisfaction (CSAT/CSI) insights:

1. There are 2 commonly used methods of calculating CSAT — the averaging method and determining the percentage of satisfied customers. We have now included a dropdown to let you choose your preferred method.
2. The CSAT labels include a percentage value as well as the score value to suit your method of reporting. We have also included an overall CSAT value in the charts for your reference.
3. Two additional charts have been added to the snapshot widget. They are accessible using the drop-down in the top left. These give you the CSAT scores by your branches/departments or touchpoints. The second chart gives you the CSAT decomposition for the same.
4. The sentiment analysis widget includes a new filter to let you filter by satisfied, neutral or dissatisfied customers.
5. This is replicated on the reviews and responses widget.