The Frontline Staff Dashboard is a lightweight, action-oriented home experience explicitly designed for frontline staff. It works seamlessly across desktop and mobile, translating customer experience (CX) data into an intuitive score, surfacing personalized actions to improve the current team focus area, showing recent promoter feedback, and distilling detractor feedback into a more human-friendly summary.
Accessing the Frontline Staff Dashboard
- Location: Navigate to Dashboard > Home.
- Requirements:
- Users must be assigned the Frontline Staff role type.
- The account must be granted access to the Frontline Staff Dashboard by AskNicely.
- The User Role Type must have access to either "View all dashboards" or "View Frontline Staff dashboard".
What Appears on the Dashboard
Below is a breakdown of the key components designed to help front-line team members stay focused and motivated.
CX Score Tile
Displays the overall NPS or CSAT score, along with a trendline and benchmark to show how performance is tracking over time.
Focus-Area Actions
This section surfaces the currently set focus actions, which will serve as a reminder and something frontline staff can check on a daily basis.
Promoter Highlights
A carousel of the latest promoter comments tagged to a staff member and their team, surfacing positive feedback to keep them motivated.
Detractor Summary
An AI-generated summary of common pain points from the selected time frame, distilled into clear areas for improvement.
If you don't want frontline staff to be able to view the individual detractor responses then you can enable the "Hide Detractor Comments" setting in the User Role settings.
Scorecard & Leaderboard
Scorecard: Displays a breakdown of scores by scorecard topics, providing insight into how customers rate specific aspects of the experience.
Leaderboard: Displays a ranked view of performance across specific data points (could be team members, locations or any other available field.
How Admins Can Set a Default Leaderboard
Admins can follow these steps to configure the default leaderboard for the frontline staff 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.