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Leadership dashboard for CX

A straightforward model for CX leaders to see, in a single panel, what is happening with support, experience and retention — without getting lost in dozens of irrelevant metrics.

1. What a CX leader really needs to see

A leadership dashboard is not the same as the operational team's dashboard. For leadership, focus on 4 blocks:

Experience health

  • NPS by period and segment.
  • CSAT by channel (chat, WhatsApp, email).
  • Volume of negative feedback.

Support performance

  • Average first response time (FRT).
  • Average resolution time (TMR).
  • % resolved on first contact.

Workload and efficiency

  • Tickets opened vs resolved.
  • Tickets per agent.
  • Current backlog.

Impact on churn

  • At-risk customers (low NPS + high tickets).
  • Cancellations and reasons.
  • NPS x Renewal correlation.

This is the core of the panel. The rest can stay in supplementary reports.

2. Suggested layout structure

ROW 1 – OVERVIEW

NPS
CSAT
% Churn
Open Tickets

ROW 2 – SUPPORT

Average First Response Time
Average Resolution Time
% First Contact Resolution
Chart: Opened vs Resolved

ROW 3 – EXPERIENCE AND RISK

Chart: NPS by band
List: At-Risk Customers

ROW 4 – ACTIONS AND ALERTS

⚠️ Queue above normal
⚠️ NPS dropping on WhatsApp

3. How to feed the dashboard in practice

You don't need big data for this. The minimal flow:

  • 1
    SupportCentralize tickets in a single inbox (WhatsApp, email, chat) → Link and Care.
  • 2
    Experience surveysRun NPS, CSAT and journey surveys → Echo.
  • 3
    IntegrationsBring in CRM and billing data to relate experience to cancellation → Bridge + Orbit.

How to build it using Centriu OS

Echo

Set up post-support and recurring NPS routines. Connect tags and reasons for dissatisfaction.

Care

Centralize tickets and SLAs. Get FRT, TMR and backlog automatically.

Link

Omnichannel inbox to ensure a continuous history (WhatsApp, Chat, Email).

Gauge

Consolidated leadership panel unifying all the data above.

5. How to use the dashboard in your routine

⚡

Quick daily (10–15 min)

Look only at the queue, FRT and backlog. Understand whether there is a fire today.

📅

Weekly CX meeting (30–45 min)

Compare metrics, review the top 3 reasons for dissatisfaction, define actions.

📊

Monthly meeting with the board

NPS and churn by segment, best practices, required investments.

"A good leadership dashboard is not ‘more data’, it's less data with better context."

Want to implement this dashboard in minutes?

Centriu OS already comes with the integrated modules to generate this view automatically.

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