VoC offers insights through a diverse set of standard dashboards across multiple categories. In addition to that, VoC also supports creation of custom dashboards (User created dashboard), allowing users to customize the insights to their specific needs.

Users have the flexibility to

• Add new components to custom dashboards.

• Clone components from default/feature dashboards to custom dashboards.

• Edit or delete components within the custom dashboards. 

This empowers users to tailor their dashboard experiences for enhanced analysis and decision-making.

Availability

You can create 2 custom dashboards/org.

VoC Related Modules

VoC insights are stored in modules such as VoC Responses, VoC Inferences, VoC Resources and VoC Events. Users cannot directly view the records or data in these modules, but the insights stored here can be used to create charts in dashboards.

Note: You must have VoC Responses or VoC Events module in Related modules to create components. You can have up to 3 related modules.

To create a custom dashboard

1. Go to the Voice of Customer module.

2. Click the Create Dashboard icon .

3. In the Configure Dashboard page

1. Select the channels: Zoho Survey, Zoho Desk, Email, Calls, Social and Notes.

2. Choose a time frame.

3. Set the Zoho Survey preferences if you have selected Zoho Survey as one of the channels. You can Include All Surveys or Select Surveys > choose the survey you want to include from the dropdown list.

4. Set the keyword preference: Include all keywords or Exclude keywords.
   Mention the keywords you want to be excluded from analysis.

5. Set the email preference if you selected email as one of the channels.
   

4. Click Next.

5. Enter the dashboard name.
   

6. Click on any component. For instance, click Chart. We currently support charts like pie chart, bar chart, line chart, donut chart, column chart, Wordcloud and heat map. 

1. Enter the component name.

2. Select the primary module.

3. Select the VoC Related Module from the drop down. Click on the info icon for more details about the related modules.
   

4. Select an option for the Measure (Y-axis).

5. Select field to group by from the list of available fields from the primary and related modules. You can further refine the insights by allowing certain values or displaying the top 'N' value. For instance, let us say you decide to group your data by Intent.  Once you have made this selection, you can further refine your insights in two ways:

• Allow Specific Values
  You have the option to filter the insights by allowing only certain values within the chosen field. For example, if you are grouping by Intent you can select specific intent options from those available.

• Top 'N' Values
  Alternatively, you can choose to display the top 'N' values within the selected field. For instance, if you specify "Top 3 Intent," the system will display the top three intent categories based on your data. The value of 'N' can be customized to any number you prefer.

6. Click Criteria Filter to remove specific records that meet the mentioned criteria.

7. Click Save.

7. Similarly, add other components.

8. Click Save.

Edit components

All the components in custom dashboards are editable, and some of the components in the default dashboard can be edited. For example, let us assume there is a column chart that shows the top 5 keywords. You can edit this chart further for more granular insights, where it can show you top 5 keywords grouped by sentiment where the allowed values are 'negative' and you can further group that by 'competitors'.

If required, the user can restore the components to their original setting any time.

1. Go to the desired component.

2. Click the more icon > Select Edit.
   

3. Make the appropriate changes and click Save.
   
   

Clone components

Clone components directly from default, feature, and user-created dashboards to a custom dashboard.

1. Go to the desired component.

2. Click the more icon > Select Clone.

3. Choose the desired dashboard or click New Dashboard to add the component to a new dashboard directly.
   

Restore components

System-default dashboard components can be restored to the original configuration if they have been edited up to 3 times.

1. Go to the desired component.

2. Click the more icon > Select Restore. 

Delete components

Components cannot be deleted from default and feature dashboards. However, you can delete components within custom dashboards.

1. Go to the desired component.

2. Click the more icon > Select Delete.
   

Delete Dashboard

Default dashboard cannot be deleted. However, you can delete a custom dashboard.

1. Go to the desired dashboard.

2. Click the more icon > Select Delete Dashboard.