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 Manager Dashboard
- Location: Navigate to Dashboard > Home.
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Requirements:
- Users must be assigned the Frontline Manager role type.
- The account must be granted access to the Frontline Manager Dashboard by AskNicely.
- The User Role Type must have access to either "View all dashboards" or "View Frontline Manager dashboard".
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, locations or other data points, making it easy to identify top performers and areas that may need support.
How Admins Can Set Default Leaderboards
Admins can follow these steps to configure the default leaderboard for the frontline manager dashboard:
- Navigate to Settings > Users > User Roles.
- Select the user role you wish to configure (e.g., Admin, Gym Manager).
- In the settings for that role, locate the Results section.
- Find the Default Leaderboard setting.
- Click Select leaderboard.
- Select if to override locked filters.
Up to two leaderboard fields can be configured.
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.
Can’t see the Praise functionality?
Ask your Customer Success Manager (CSM) or contact our Support team to get access enabled.
Focus Area
Focus Areas turn raw customer feedback into short-term, team-level goals that your frontline can act on. AskNicely analyses detractor comments, recommends the most significant opportunity, and then tracks how well the team closes the gap.
For more details on how the Focus Area works, see this article.
Can’t see the Focus Area functionality?
Ask your Customer Success Manager (CSM) or contact our Support team to get access enabled.
How Actions Are Generated
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: There are currently three types of Praise:
Dynamic praise - calculated daily by an AI that scans responses for positive comments about team members or locations.
Most improved [limit: 1 employee] - this is calculated once a week (Monday). If two employees are tied, the one with the most responses is selected.
Most promoter responses [limit: 6 employees] - this is calculated once a week (Monday).
Data Freshness: All data is presented in real time, except for Recommended Praise.
Display Limits
Detractor actions are unlimited, but shown three at a time. As actions are completed or dismissed, new items appear.
Recommended Praise is capped at six per week and displayed in a rotating carousel, three at a time.
FAQ
Q: Why is the leaderboard on the Home screen different from the one on the Overview page?
A: The Overview page and Home screen share the same data and display largely identical leaderboard values. Differences may appear for fields with fewer than five responses: the Overview page moves these to the bottom of the leaderboard, while the Home screen keeps them in their ranked position.