Create a Guide Report Dashboard

Monitor the effectiveness of your Guide proactive offers by setting up a CXone Dashboard that uses one or more of the following Metrics widgets:

• KPI

• KPI Trend
  

• Metrics Interval

• Metrics Summary

Configure these widgets to show the Guide-specific metrics to monitor.

Configuring a Widget to Show Guide Metrics

1. Create a dashboard in CXone Dashboard.

2. Add one or more of the Metrics widgets listed above to the dashboard.

3. Configure each widget to show the desired Guide metrics. You can do this by:

   • Clicking Select Metric in the middle of the widget.

   • Clicking Options in the upper-right corner of the widget, and then clicking Settings.

   The Widget Settings page appears.

4. Scroll down to the end of the page and click Select Metrics.

5. Click Guide on the left side of the Select Metrics page to display the Guide-specific metrics:

   

   Learn more about the Guide metrics

   metric	Details
   Engagements	Shows the total number of engagements for the selected time period. An engagement is counted when a visitor: Starts a chat and an agent accepts the chat. Views a CXone Expert article. If the visitor views the article multiple times, it is still counted as a single engagement. Sends an email. Clicks the link to view a web page in a Link engagement. Clicks the button to start a conversation on WhatsApp, Facebook Messenger, or any other messenger channel.
   Conversions	Shows the total number of conversions for a time period. A conversion occurs when a Guide transaction is completed on your website. A conversion can be a shopping cart purchase or something else, like a completed form for an insurance application. To collect conversion data, you must integrate the storeConversion API on your website.
   Conversion Value	Shows the total value of the conversions for a time period. A conversion value is attributed to the completion of a successful transaction. The conversion value is logged as part of the storeConversion API to track conversions on your website.
   Avg CNV Value	Shows the average value of the conversions for a time period.
   Engaged CNV Rate	Shows the average number of conversions per engagement shown as a percentage for a time period. For example, if you have 10 engagements and 6 conversions, the engaged conversion rate is 60%.
   Offer Displayed	The number of times a proactive offer appears for a visitor during a visit. An offer can appear multiple times during one visit depending on the conditions set for the offer and the visitor’s behavior on the website.
   Offer Ignored	The number of times a proactive offer is ignored during a visit. An offer is counted as ignored when the offer appears, but the visitor does not click into the offer and does not manually close the offer.
   Offer Failed	The number of times a proactive offer fails during a visit. An offer is counted as failed when the offer appears, and the visitor either closes the offer or Guide removes it due to visitor behavior on the website.
   Clickthrough	The number of times that a visitor clicks into a proactive offer during a time period.
   Clickthrough Rate	The percentage of time that a visitor clicked into a proactive offer out of the total number of proactive offers displayed during a time period.

6. Click on the Guide metrics to include in the widget.

   Most widgets allow you to select multiple metrics to display.

7. Click Save to save the widget settings.

Using the KPI Widget

Use this widget to show summary data of selected key performance indicators that are specific to Guide. For example, you might configure it to show details about engagements and conversions:

Or, you might want to display details about the success of proactive offers:

You can fine tune the widget display by editing these Settings values:

• Use Display Name to describe the data showcased in the widget. For example, you might use Proactive Offer Success Summary.
• Use Date Range to show results for specific dates, for example, set this to Last 30 days for monthly trends.

• Use Data Attributes to filter the widget data. Guide attributes include:

  • Device. Use this to limit data by device type. Possible devices are: mobile, desktop, or tablet. If you do not have any engagements of a specific device type, you will not see that option. For example, if you do not have any engagements that occurred on a tablet, you will not see the tablet option.

  • Engagement Rule. Use this to limit data to selected engagement rules. Only rules that ran will appear as an option.

  • Engagement Type. Use this to limit data based on how the visitor interacted with the proactive offer. Only engagement types that occurred will appear.

    Learn more about possible engagement types

    option	Details
    PROACTIVEOFFERENTRYPOINT	The visitor clicked an action button that offered an entry point.
    PROACTIVEOFFERKNOWLEDGEBASE	The visitor clicked an action button that offered a CXone Expert article.
    PROACTIVEOFFERCHAT	The visitor clicked an action button that started a chat with an agent.
    PROACTIVEOFFERLINK	The visitor clicked an action button that offered a web page (URL link).

• Use Select Metrics to set the Guide metrics that appear in the widget.

Using the KPI Trend Widget

Use this widget to show the trending of one Guide metric. For example, you can show the trending data for the average conversion value:

Or, you might want to show trending data for engagements over the past month:

You can fine tune the widget display by editing these Settings values:

• Use Display Name to describe the data showcased in the widget. For example, you might use Monthly Engagement Trends.
• Use Date Range to show results for specific dates, for example, set this to Last 30 days for monthly trends.
• Use Interval Unit to determine how data is rolled up in the report. For example, set to Daily to roll up total engagements per day.

• Use Data Attributes to filter the widget data. Guide attributes include:

  • Device. Use this to limit data by device type. Possible devices are: mobile, desktop, or tablet. If you do not have any engagements of a specific device type, you will not see that option. For example, if you do not have any engagements that occurred on a tablet, you will not see the tablet option.

  • Engagement Rule. Use this to limit data to selected engagement rules. Only rules that ran will appear as an option.

  • Engagement Type. Use this to limit data based on how the visitor interacted with the proactive offer. Only engagement types that occurred will appear.

    Learn more about possible engagement types

    option	Details
    PROACTIVEOFFERENTRYPOINT	The visitor clicked an action button that offered an entry point.
    PROACTIVEOFFERKNOWLEDGEBASE	The visitor clicked an action button that offered a CXone Expert article.
    PROACTIVEOFFERCHAT	The visitor clicked an action button that started a chat with an agent.
    PROACTIVEOFFERLINK	The visitor clicked an action button that offered a web page (URL link).

• Use Select Metrics to set the Guide metric that appears in the widget.

Using the Metrics Interval Widget

Use this widget to show metrics per the interval you select. For example, the following widget uses a weekly interval:

You can fine tune the widget display by editing these Settings values:

• Use Display Name to describe the data showcased in the widget. For example, you might use Proactive Offers Interval.

• Use View By to determine how the results appear. Options available for Guide data include:

  • Company (Skill hierarchy) to be able to view all Guide metrics.

  • Engagement Rule to view the results by rule name.

  • Engagement Type to view the results by type of engagement.

• Use Date Range to limit the results to specific dates.
• Use Interval Unit to determine how data is rolled up in the report. For example, you may want to look at Daily, Weekly, or Monthly results.

• Use Data Attributes to filter the widget data. Guide attributes include:

  • Device. Use this to limit data by device type. Possible devices are: mobile, desktop, or tablet. If you do not have any engagements of a specific device type, you will not see that option. For example, if you do not have any engagements that occurred on a tablet, you will not see the tablet option.

  • Engagement Rule. Use this to limit data to selected engagement rules. Only rules that ran will appear as an option.

  • Engagement Type. Use this to limit data based on how the visitor interacted with the proactive offer. Only engagement types that occurred will appear.

    Learn more about possible engagement types

    option	Details
    PROACTIVEOFFERENTRYPOINT	The visitor clicked an action button that offered an entry point.
    PROACTIVEOFFERKNOWLEDGEBASE	The visitor clicked an action button that offered a CXone Expert article.
    PROACTIVEOFFERCHAT	The visitor clicked an action button that started a chat with an agent.
    PROACTIVEOFFERLINK	The visitor clicked an action button that offered a web page (URL link).

• Use Select Metrics to set the Guide metrics that appear in the widget.

Using the Metrics Summary Widget

Use this widget to show summary data for selected Guide metrics. For example, you can show metrics pertaining to the success rate of your proactive offers:

Or, you can use it to show summary data about engagement rules. For example:

Update the widget settings as needed:

• Use Display Name to describe the data showcased in the widget. For example, you might use Proactive Offer Metric Summary.

• Use View By to determine how the results appear. Options available for Guide data include:

  • Company (Skill hierarchy) to be able to view all Guide metrics.

  • Engagement Rule to view the results by rule name.

  • Engagement Type to view the results by type of engagement.

• Use Date Range to limit the results to specific dates.

• Use Data Attributes to filter the widget data. Guide attributes include:

  • Device. Use this to limit data by device type. Possible devices are: mobile, desktop, or tablet. If you do not have any engagements of a specific device type, you will not see that option. For example, if you do not have any engagements that occurred on a tablet, you will not see the tablet option.

  • Engagement Rule. Use this to limit data to selected engagement rules. Only rules that ran will appear as an option.

  • Engagement Type. Use this to limit data based on how the visitor interacted with the proactive offer. Only engagement types that occurred will appear.

    Learn more about possible engagement types

    option	Details
    PROACTIVEOFFERENTRYPOINT	The visitor clicked an action button that offered an entry point.
    PROACTIVEOFFERKNOWLEDGEBASE	The visitor clicked an action button that offered a CXone Expert article.
    PROACTIVEOFFERCHAT	The visitor clicked an action button that started a chat with an agent.
    PROACTIVEOFFERLINK	The visitor clicked an action button that offered a web page (URL link).

• Use Select Metrics to set the Guide metrics that appear in the widget.