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%3CLINGO-SUB%20id%3D%22lingo-sub-576639%22%20slang%3D%22en-US%22%3EReporting%20Dashboard-%20Multi-Label%20Reporting%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-576639%22%20slang%3D%22en-US%22%3E%3CP%3EIs%20it%20possible%20to%20load%20a%20Care%20dashboard%20to%20look%20at%20one%20label%20MINUS%20another%20label%3F%20For%20example%2C%20we%20are%20looking%20to%20look%20at%20volume%20and%20response%20time%20for%20all%20COVID-19%20related%20comments%20MINUS%20comments%20that%20came%20in%20from%20employees%20of%20our%20company.%20I%20know%20I%20can%20see%20a%20breakdown%20if%20I%20look%20at%20the%20Incoming%20Volume%20by%20Label%20widget%20and%20exclude%20the%20label%20I%20don't%20want%20included%2C%20but%20this%20does%20not%20help%20me%20break%20it%20out%20by%20response%20time.%20Any%20ideas%3F%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-576905%22%20slang%3D%22en-US%22%3ERe%3A%20Reporting%20Dashboard-%20Multi-Label%20Reporting%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-576905%22%20slang%3D%22en-US%22%3E%3CP%3EHello!%20For%20anyone%20following%20this%20thread%2C%20I%20held%20a%20Product%20Coaching%20session%20today%20with%26nbsp%3B%3CA%20href%3D%22https%3A%2F%2Fcommunity.khoros.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F87462%22%20target%3D%22_blank%22%3E%40alexsiegel%3C%2FA%3E.%20We%20found%20that%20based%20on%20her%20reporting%20needs%20and%20their%20current%20care%20team%20leveraging%20Topic%20Queues%2C%20we%20landed%20on%20taking%20the%20following%20steps%3A%3C%2FP%3E%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%3COL%3E%0A%3CLI%3ECreated%20a%20%3CA%20href%3D%22https%3A%2F%2Fcommunity.khoros.com%2Ft5%2FTopic-Queues%2FCreate-and-edit-Topic-Queues%2Fta-p%2F528266%22%20target%3D%22_self%22%3Enew%20exclusive%20Topic%20Queue%3C%2FA%3E%20specifically%20for%20COVID-19%20-%20Employee%20comments%20%26amp%3B%20messages.%3C%2FLI%3E%0A%3CLI%3ENo%20rules%20will%20be%20created%20for%20this%20Topic%20Queue%20as%20they%20will%20be%20focused%20on%20manually%20reviewing%20messages%20at%20this%20time.%3C%2FLI%3E%0A%3CLI%3EAgents%20will%20now%20%3CEM%3Eassign%3C%2FEM%3E%20any%20COVID-19%20comments%20%26amp%3B%20messages%20from%20employees%20into%20this%20new%20Topic%20Queue.%3C%2FLI%3E%0A%3CLI%3E%3CA%20href%3D%22https%3A%2F%2Fcommunity.khoros.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F87462%22%20target%3D%22_blank%22%3E%40alexsiegel%3C%2FA%3E%26nbsp%3Bwill%20use%20Care%20Dashboard%20filters%20to%20include%20%3CI%3Eall%26nbsp%3B%3C%2FI%3Erelevant%20Topic%20Queues%20%2B%20their%20COVID-19%20label.%20She%20will%20ensure%20to%26nbsp%3B%3CEM%3Enot%26nbsp%3B%3C%2FEM%3Einclude%20the%20newly%20created%20COVID-19%20Employee%20Topic%20Queue.%3C%2FLI%3E%0A%3C%2FOL%3E%0A%3CP%3EIf%20anyone%20has%20any%20questions%20or%20would%20like%20to%20learn%20more%2C%20please%20feel%20free%20to%20schedule%20a%26nbsp%3B%3CSTRONG%3E%3CA%20href%3D%22https%3A%2F%2Fcalendly.com%2Fkhoros-product-coaching-care-use-cases%2Fhandling-inbound-volume-coronavirus%3Futm_source%3Datlas%22%20target%3D%22_self%22%20rel%3D%22nofollow%20noopener%20noreferrer%20noopener%20noreferrer%22%3EHandling%20Increased%20Inbound%20Volume%3C%2FA%3E%26nbsp%3B%3C%2FSTRONG%3EProduct%20Coaching%20session%20for%20the%20Social%20Marketing%20Inbox.%3C%2FP%3E%3C%2FLINGO-BODY%3E
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New Commentator

Reporting Dashboard- Multi-Label Reporting

Is it possible to load a Care dashboard to look at one label MINUS another label? For example, we are looking to look at volume and response time for all COVID-19 related comments MINUS comments that came in from employees of our company. I know I can see a breakdown if I look at the Incoming Volume by Label widget and exclude the label I don't want included, but this does not help me break it out by response time. Any ideas?

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Khoros Staff

Hello! For anyone following this thread, I held a Product Coaching session today with @alexsiegel. We found that based on her reporting needs and their current care team leveraging Topic Queues, we landed on taking the following steps:

 

  1. Created a new exclusive Topic Queue specifically for COVID-19 - Employee comments & messages.
  2. No rules will be created for this Topic Queue as they will be focused on manually reviewing messages at this time.
  3. Agents will now assign any COVID-19 comments & messages from employees into this new Topic Queue.
  4. @alexsiegel will use Care Dashboard filters to include all relevant Topic Queues + their COVID-19 label. She will ensure to not include the newly created COVID-19 Employee Topic Queue.

If anyone has any questions or would like to learn more, please feel free to schedule a Handling Increased Inbound Volume Product Coaching session for the Social Marketing Inbox.

------------------------------------------------------
Casey Mong | Marketing & Care Product Coach
Click HERE to learn More about Product Coaching
Sign up for coaching sessions with a product expert:
Khoros Marketing HERE or Khoros Care HERE