An Overview of 360 Dashboard Components

Daryn Ladd

Updated November 21, 2023 16:31

Your smg360 dashboard provides real-time access to clear, actionable information that’s important to you—when and how you need it. This ensures your teams are well equipped and well supported to uncover insights and drive action that produces better business outcomes. This article will cover 360 dashboard components and text analytics.

Navigating Your Dashboard

Brand-level users will land on the Executive Dashboard. Other users will have to navigate to the 360 Dashboard using the blue menu bar on the home page.	Dashboards Are Customized Dashboards are customized by client project so your experience could vary
The blue menu bar varies and can be called different names such as Text Analytics, Case, 360, Comments, etc. but regardless of what it is named, it will take you to the 360 platform.

Executive Dashboard

The Executive Dashboard was designed to give you a side-by-side view of key metrics and customer/employee comments.

View current scores + metric performance with configurable comparisons
Combine KPI cards with text analytics, social, case management, and other available cards
Card visuals allow for efficiency in insight + quick comparison across brands, sources, and more
Filter your dashboard by source, date, and hierarchy
to narrow performance focus
Current scoring capabilities include Top + Bottom Box, Yes/No, NPS, Average, and Sum and Count
Clicking the Home button in the navigation bar to access the additional reporting features.

Text Analytics Dashboard

Lower-level users may not have an executive dashboard, but they will have a Text Analytics Dashboard. The Text Analytics dashboard has a collection of cards that provide insights from unstructured comment data. Data can be combined from multiple sources to provide users with a holistic view of performance.
On the left side, you can navigate between the different dashboards that you want to see.

Dashboard Cards

Below is an overview of all the 360 dashboard cards. There are 2 types of cards that can be on your dashboard. The first group of cards will contain quantitative information. These are:

KPI Card
How Do I Compare Card
Trend
Case Status
Social Comparison Card (RatingsTrack Only)
CATA Option Cards

The second group of cards is Text Analytic Cards. These are:

Emerging Themes
Word Cloud
Top Topics Card
Comment Card
Category Trend

KPI Cards

Used to display measures and compare them. The Default comparisons are by a previous time period. Comparisons include the previous 30 and 90 days or can be fiscal periods. The comparisons are able to be customized based on a client’s business needs.

How Do I Compare (HDIC) Cards

The 360 HDIC Card allows you to quickly view a larger number of metrics for various sources, visit types, etc., with comparisons and benchmarks.

The 360 HDIC card holds up to 6 measures and up to three comparisons
Comparisons include the previous 30 and 90 days

Trend

Can be configured to show either 6 specific measures or as a ranked trend that ranks the values of one measure

Card visuals allow for quick comparison across brands, sources, and more
Filter your dashboard by Source, Date, and Hierarchy to narrow in on performance
Current scoring capabilities include Top Box, Bottom Box, Bottom 2 Box, Bottom 3 Box, Yes/No, NPS, Average, Sum, and Count

Case Status

Outlines the status of Callback cases.

Lists the number of New, In Progress, and Resolved cases for a rolling 30 days
Displays resolution goal time, the average time to resolve, and its change vs. the previous period

Social Comparison Card

The Social Competitor Comparison card provides a view of the average ratings and recommendation scores across social sites in comparison to scores for local competitors.
Additionally, users can toggle between viewing the distribution of star ratings for their location and those of their local competitors.

CATA Option Cards

CATA or Choose All That Apply option cards show the answer selections customers chose from survey questions that allow them to choose any answer option that applies to their experience.

CATA option cards are configured to show the selections by count. Glancing at these cards, you will see which answer option is selected the most or least for that particular survey question.

For Internal Knowledge (the rest of the information in this section is only visible to SMG associates).

How these cards are displayed:

These cards have the functionality to be set to display percentages (%). However, it is recommended to set CATA option cards to display count instead.
The reason for this recommendation is that showing these cards as percentage scores is misleading when compared to the way we display CATA data on the v5 reporting side.

Text Analytics Cards

These cards allow you to quickly get insights from comments.

Emerging Themes

Highlights the 5 emerging categories based on percentage point change in mentions.

Percentage point change can be positive or negative
The bar graph indicates sentiment for the current timeframe
Trending of positive sentiment change
Click on a theme to drill into the comment report to continue refining insights

Word Cloud

Quick view of the top-mentioned word from comments. You can have words removed or hide words.

Comment Card

This shows a snapshot of the comments. Click View All Comments to go to the comment report.

Sentiment donut high-level breakdown of sentiment.
It will also display the 4 most recent comments

Category Trend

View the top 6 most mentioned Categories for a given time.
In this component, you can toggle to show % or # of responses. You can also toggle to see Weekly, Monthly, as well as Quarterly trends.