Summary
This How-To Guide provides step-by-step instructions for platform administrators, location managers, quality assurance officers, and internal staff to build and configure operational time-series and matrix panels in Dashboard Projects. By setting up Shift & Location Heat Maps, Line Graphs, Bar Charts, and Pie Charts, organizations can track feedback volume spikes, monitor satisfaction intensity across operational hours, and isolate root cause categories across physical sites.
Prerequisites & Permissions
Primary Audience: Platform Administrators, Location Managers, Quality Assurance Officers, and Benbria Internal Staff.
Permissions Required:
Account Owners: Full permissions to create, configure, modify, and lock heat maps and trend panels across global or regional Dashboard Projects.
Location Admins: Permissions to edit visual parameters and inspect panel metrics for Dashboard Projects assigned to their physical locations.
Step-by-Step Instructions
Step 1: Access the Target Dashboard Canvas
Log in to the Loop Experience Platform.
From the main left navigation menu, click Projects and select Dashboard Projects.
Click the name of the dashboard project you wish to configure (e.g., Operational Performance Dashboard or Location Heat Map Hub).
Click Edit Dashboard in the upper right header to unlock the canvas.
Step 2: Configure Shift & Location Heat Map Panels
Heat Maps map satisfaction intensity or feedback response volume against operational hours, days of the week, or physical sites.
Click + Add Panel on the toolbar and select Heat Map under the Matrix Panels section.
In the panel configuration side drawer, enter a clear Panel Title (e.g., CSAT Score Intensity by Shift & Location).
Under Data Source, select the target Survey Project(s) and metric (e.g., CSAT, NPS, or Response Volume).
Set the Matrix Dimensions:
X-Axis: Select Local Hour.
Y-Axis: Select Response Date of the Week.
Bubble Size Measure: Select CSAT Count..
Colour Measure: Select CSAT Score.
Click Apply Changes.
Step 3: Set Up Line Graphs and Bar Charts for Trend Comparisons
Line Graphs and Bar Charts track performance shifts across custom timeframes (e.g., day-over-day, week-over-week, or shift-by-shift).
Click + Add Panel and choose Line Graph or Bar Chart from the Trend & Composition section.
In the configuration drawer, enter a Panel Title (e.g., Weekly CSAT Trend vs Target).
Under Metric Mapping, select the score or response count to plot on the Y-Axis.
Click Apply Changes.
Step 4: Build Pie Charts for Category & Compliance Breakdowns
Pie and Donut charts visualize proportional distributions for multi-choice survey questions, root-cause ticket categories, or regulatory compliance indicators.
Click + Add Panel and select Pie Chart (or Donut Chart).
Enter a descriptive Panel Title (e.g., Root Cause Complaint Categories or F585 Compliance Breakdown).
Select your Metric:
Choose the desired Measure to size the slices of the pie.
Choose the desired Dimensions to partition the slides of the pie.
Click Apply Changes and click Save Dashboard in the main header bar.
💡 TIP: Combine a Shift Heat Map and a Root Cause Pie Chart side-by-side on your dashboard canvas—when a manager notices a red cell on the heat map during the evening shift, they can immediately cross-reference the pie chart to identify the driving complaint category.
⚠️ NOTE: Heat Map matrix cells and time-series line graphs strictly respect global dashboard date and location filters unless a panel-level override filter is explicitly configured.
Frequently Asked Questions (FAQs)
Q: Can I click directly into a cell on a Pie Chart panel to see individual survey responses?
A: Yes. Clicking any cell in a Pie Chart opens the Drill Down Model, displaying the filtered feed of raw survey responses and open tickets for that specific time window or location.
Q: How do time zone settings affect hourly Heat Maps across different physical locations?
A: Heat Map panels automatically convert response submission timestamps into the local time zone of the physical location where the survey was completed, ensuring accurate shift-level reporting.