New Insights Center

Executive Summary

What’s New

A brand new Webex Experience Management Insights Center Dashboard with even greater focus on our 3 pillars of Customer Journeys, Integration of multiple sources of data and Predictive Analysis with focus on CX outcomes.

What this means for you

• A redesigned experience which enables easier navigation
• Increased flexibility in tracking the CX Metric of your choice
• Visualize the metrics in a way that makes the most sense for your organization
• Improved role based Spaces configuration that enables organizational users to view information needed to make decisions for their role
• Refreshed Impact Analysis and Goal Recommendations with support for a wider range of CX Metrics
• Crosstabs become the central powering engine enabling outcome based analytics for every user in the organization

How we can track outcomes better

• Ensure users gain a quick snapshot of the KPI’s that matter to them
• Allow them to track the trends in the movement of their KPI’s over time
• Enable Key Stakeholders to track their customer’s overall experience journey
• Help them prioritize action based on the customer’s experience
• Facilitate Tracking of Impact to ensure validation of Data Driven Decisions

Early Preview Feedback

“This is a major upgrade and a significant step forward. We’d love to present this to our executives.”

“Love the easier navigation, and the ability to track outcomes cleanly. Can’t wait to get this in everyone’s hands!”

Release Availability Calendar

Here’s a rough calendar for the release launch.

The release goes into Early Preview first week of November, and is available for all customers to explore. Your Client Success managers will be in touch with you to help you plan out activities needed for the release. There are changes to the navigation which we recommend that you plan to train your internal employees on. Webex Experience Management will assist you with a “Train the Trainer” webinar to assist with getting familiar with the changes to ensure you are able to support internal employees with assistance they may need.

Detailed Overview

What’s New and Improved

• Full flexibility to bring Custom Widgets created from Crosstabs into primary Metrics layout
• DIY ability to combine Canned Widgets and Custom Widgets into Metrics Groups
• DIY ability to set up Canned Widgets with different metrics like NPS, CSAT and CES
• DIY ability to manage Syndicated Spaces, publish them to users and manage updates easily
• Metric Library for managing large repository of custom widgets across spaces
• Composite Widgets that provide flexible layouts to combine related widgets together
• Several new visualization options for widgets that can be published from Crosstabs
• Simplified navigation providing easy access to popular features and switching spaces
• Refresh of canned widgets providing improved interpretability and actionability
• Unified view of Responses and Loop Closure Ticketing to enable easy switching
• Flexibility in analyzing key metric trends period over period
• Ability for users to duplicate and personalize a space they have access to

What Changes

Improved Navigation

With a cleaner navigation hierarchy, things that you use frequently are now just a click away.

All the Dashboard widgets are now grouped under Metrics. These are the default recommended groups under which you may choose to add widgets.

• Within a Space, the left navigation menu has been flattened to provide quick access to popular features that earlier required a split second longer each time to hover on the menu
• Responses and Ticketing are been unified, and will see greater convergence in the future
• More room for expansion and extensibility as we continue to add more powerful features and functionality

Separation of CX Setup

Separation between Spaces and CX Setup to avoid past confusion about what was a part of a Space, and consolidating all CX Admin related setup in one place.

• All features used by regular users are a part of Spaces
  • For instance all the Widgets, Responses, Response Analysis, Journeys, CrossTabs, Path, Predictive, My Notifications, etc
• Features used by administrative users are a part of CX Setup
  • For instance, setup of Metrics, Questionnaires, Invitations, Journeys, Roles & Permissions, User Management, Account Settings, General Notifications, etc.

Setup using CrossTabs

Crosstabs become the central powering engine for setup of all widgets. With this, there are a few CX Setup steps that are now unified under CrossTabs

In addition to this, this also opens up the setup of several new widget types and visualizations.

Publishing of Spaces

• Using a Syndicated space, you can now publish changes, and it will update the space for all assigned subscribed users.
  • No longer the need to unassign and assign a space for changes to take effect.
  • Space owner will have a publish option to make changes get published.
• User changes to a Syndicated space will not persist across sessions but they can choose to duplicate the space and make modifications to a personal copy

Ticketing does not need a separate Space

• Responses and Ticketing are now next to each other, and will progressively be unified with further roadmap investments in loop closure
• Instead of creating a separate Ticketing space, just provide a regular space to the users

Important steps for Webex Experience Management Administrators

If you are the primary Webex Experience Management Administrator for your organization, please note key steps that need action from your end.

• Review and get familiar with the new features, changes and capabilities in the new release
• Note key dates in the release timeline, including training and General Availability
• Attend Webex Experience Management “Train the Trainer” sessions to learn the new features, updates and capabilities
• Set up new dashboard Spaces to leverage the new capabilities and assign them to your users.
  • You can opt to do this D-I-Y, but Webex Experience Management Client Success will be happy to assist as needed to help you manage the changes smoothly
• Plan internal employee communication and training for your organization

Known Issues

Metric Library

• The chart type of table does not show aggregator name and header of the column
• Basic widget is displayed when none is selected under a composite widget visualization page in create flow
• The chart type of table does not retain the ‘Totals’ row and column from the CrossTab
• When editing a basic widget, the changes are not saved when we move forth and backwards
• When zero responses are available based on filters in CrossTab for basic widget and date filters are applied; it takes a moment to fetch the data and no spinner/loader displayed to show whether the data is loading or not.
• Changes made in a question like edit, retire, delete are only updated after logout and login in Cross Tabs attribute list
• Maximize icon does not change to Minimize when the page is in the detailed view in Cross Tabs
• When no data is available, then clicking on create new in Metric Library module should be greyed out. Currently, it is active.
• The close/clear text button is missing for the search based filter field in the Metric Library module, to clear the values entered in the field
• Editing an Archived widget, unarchives the widget and archived basic widget can be seen in the list while creating a composite widget
• Widget expansion panel is displayed when clicked on Archive option and no confirmation message once archived
• Response count is not changes immediately in Metric Library when changes the precision settings

Spaces and Groups

• When NPS and CES widget is restricted for a Department or Role from Enterprise settings, they still appear in the space and the list of Canned widgets to add to a group – FIXED
• Filter doesn’t render properly on Internet Explorer – FIXED
• For a read-write user, ‘Clear all’ action in filter shows all response count irrespective of Department/Role level restriction
• Occasionally, a blank page is displayed when editing a metric group
• Occasionally, when changes are made in space, the page is redirected to the Users module
• The visual feedback of enabled section is not accurate for Loop Closure when Responses are restricted from Enterprise section
• Top header and side nav tooltips are displayed in Create or edit page of spaces when used tab key
• Space name description is not displayed in the space page
• Just space can be given as space name, group name, widget name
• The drop down options of user profile and space setup move on scrolling. This an Angular framework issue
• The precision icons cannot be seen if an admin is viewing or editing an assigned syndicate spaces
• Page navigation is clickable only on a particular area in ticketing page
• Once we click on “publish this changes” in read write mode, it shows the “This space was updated by your administrator”, even if we do this in sub user mode. In admin also it shows “This space was updated by your administrator”.
• The spaces with groups show “edit metrics” when data is still loading for that spaces
• Delayed display of data in Cross Tabs when changed the filters from empty state

Widgets

• The NPS scale shows count on hover but it wont specify the promoters, detractors, passives
• NPS category color is slightly different from CrossTab when published the widget
• UI scroll issue within the CDM widget for information text
• Occasional Delight meter widget has alignment issues
• When we restrict a question, then in the read only or read write mode it shows “You do not currently have access to this widget. Contact your administrator for access”. This should just hide.
• Scorecards in Response Analysis are miss aligned after using Print chart option
• The word cloud widget wont show any empty state if all the words are blocked from account settings
• Sometimes, the “Ignore” is not properly aligned in NPS impact analysis widget
• The download symbol is not available for the table chart type in CrossTabs page
• Promoters & Detractors are not displayed when data is available in a composite widget
• Widget info is not available for NPS & CES Canned Widgets

Other Modules

• QB has some UI issues on certain versions of IE
• In Responses module, sometimes, a “New Response Received” notifications pop up when none are received