The Frontline Manager Dashboard is designed to help managers quickly identify and address customer experience (CX) issues, track their team’s performance over time, celebrate their team’s positive performance, and take meaningful actions to drive improvements.
Accessing the Frontline Manger Dashboard
- Location: Navigate to Dashboard > Home.
- Requirements: Users must be assigned the Frontline Manager role and be granted access by AskNicely.
What Appears on the Dashboard
The frontline manager dashboard brings all the key views in one place. Below is a breakdown of the different dashboard components.
Score & Trends
Displays the team’s overall NPS or CSAT score, along with a trendline and benchmark to show how performance is tracking over time. This helps managers monitor progress and stay aligned with customer experience goals. At the bottom of the graph, survey details and a breakdown of responses by score are also provided, giving additional context to the feedback.
Detractor Comments
Highlights customers who left a negative rating and have not yet received a follow-up. These responses are prioritized by urgency, allowing managers to address issues before they escalate.
If any action has already been taken, such as adding a note, sending a response, or triggering a workflow, the Detractor will no longer appear in this section.
Scorecard
Displays a breakdown of scores by scorecard topics, providing insight into how customers rate specific aspects of the experience. If multiple scorecards are configured, managers can switch between them using the dropdown next to the scorecard name.
Cases Overview
This section provides a snapshot of open and overdue cases, helping managers keep track of unresolved customer issues. It highlights which items still require follow-up to ensure nothing is missed.
Leaderboards
Shows a ranked view of performance across team members and locations, making it easy to identify top performers and areas that may need support.
Recommended Praise
Identifies team members who stand out based on recent customer feedback, whether through positive comments, a high volume of Promoter responses, or notable improvement in score.
For more details on how Shoutouts work, see this [article].
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Can’t see the Praise functionality?
Ask your Customer Success Manager (CSM) or contact our Support team to get access enabled.
How Actions Are Generated
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Detractor Actions: These are updated each time the dashboard is loaded, ensuring managers see the most current unresolved feedback.
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Recommended Praise: Refreshed weekly, based on the latest customer responses and team performance.
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Data Freshness: All data is presented in real time, except for Recommended Praise.
Display Limits
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Detractor actions are unlimited, but shown three at a time. As actions are completed or dismissed, new items appear.
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Recommended Praise is capped at six per week and displayed in a rotating carousel, three at a time.