VocBase Dashboard

This guide provides a comprehensive overview of the VocBase Dashboard also called as Feedback Dashboard, from understanding the summary statistics to diving into the details of each feedback cluster. It is intended for product managers, designers, researchers, and support agents who want to leverage customer feedback to drive product decisions.

Introduction

The Feedback Dashboard is your central hub for understanding what your customers are saying. It provides a high-level overview of your customer feedback, as well as the ability to drill down into the details. By using the Feedback Dashboard, you can:

  • Get a pulse on customer sentiment: Quickly understand the overall sentiment of your customers and identify emerging trends.
  • Identify key themes: See what your customers are talking about most, and identify the most important issues and feature requests.
  • Prioritize with confidence: Make data-driven decisions about what to build next, based on the feedback of your customers.
  • Collaborate with your team: Share insights with your team and work together to address customer feedback.

Summary Statistics

The top of the Feedback Dashboard displays a set of summary statistics that provide a high-level overview of your customer feedback. Here's a breakdown of what each statistic means:

  • Total Feedback: The total number of feedback items that have been collected.
  • Frustrations: The number of feedback items that have been categorized as "frustration."
  • Suggestions: The number of feedback items that have been categorized as "suggestion."
  • Recognition: The number of feedback items that have been categorized as "recognition."
  • Questions: The number of feedback items that have been categorized as "questions."

Feedback Clusters

Feedback clusters are groups of similar feedback items. They are created automatically by our AI, and they help you to identify the most important themes and trends in your customer feedback. Here's a breakdown of the information that is displayed for each cluster:

  • Title: A summary of the feedback in the cluster, as generated by our AI.
  • Summary: A more detailed summary of the feedback in the cluster.
  • Category: The category of the feedback in the cluster.
  • Priority Score: A score that represents the priority of the cluster, based on the number of feedback items, the number of unique customers, and the sentiment of the feedback.
  • Unique Customers: The number of unique customers who have provided feedback in the cluster.
  • Total Tickets: The total number of feedback items in the cluster.
  • Sources: The sources of the feedback in the cluster (e.g., Zendesk, Intercom, etc.).
  • Keywords: A list of the most common keywords in the cluster.
  • Linear Issue: If a Linear issue has been created for the cluster, a link to the issue will be displayed here.
  • Actions: A set of actions that you can take on the cluster, including:
    • View Details: View the individual feedback items in the cluster.
    • Create Linear Issue: Create a Linear issue from the cluster.
    • Share to Slack: Share the cluster to a Slack channel.

Recent Tickets

The Recent Tickets section displays a list of the most recent feedback items that have been collected. This is a great way to see what your customers are saying in real time.

Top Sources

The Top Sources section displays a list of the top sources of your customer feedback. This is a great way to see which channels are providing the most valuable feedback.

Troubleshooting

If you encounter any issues with the Feedback Dashboard, here are some common problems and their solutions:

  • Data is not up to date:
    • Sync in Progress: Check the sync status of your integrations to see if a sync is in progress.
    • Manual Sync: You can always trigger a manual sync to get the latest data.
  • Clusters are not appearing:
    • Not Enough Data: Ensure that you have collected enough feedback for our AI to create clusters.

If you continue to experience issues, please contact us for assistance.