Analytics | Predictive Net Promoter Score (Legacy) dashboard

The Analytics | Predictive Net Promoter Score (NPS) (Legacy) dashboard compares actual customer NPS responses against a Predictive NPS score derived from AI analysis of contact transcriptions. It provides a side-by-side view of both measures alongside their distributions and trend, enabling CX leaders to validate the predictive model and identify where predicted and actual customer sentiment diverge.

This dashboard is designed for Operations Managers, Quality Managers, and CX Leaders who use NPS as a customer experience metric. It is particularly valuable for organization that want to extend NPS coverage beyond surveyed contacts using predictive scoring.

NOTE Predictive NPS is an AI-generated score based on phrase and sentiment analysis of transcribed contacts. It provides coverage for contacts where no customer survey response was collected. Actual NPS is based on responses where customers completed an NPS survey.

Questions this dashboard helps answer:

What is the current actual NPS and how does it compare to the Predictive NPS?
How are NPS responses distributed across Detractors, Passives, and Promoters?
How are actual and predictive NPS scores trending over time?
Which agent groups have the highest and lowest NPS and Predictive NPS scores?

Prerequisites

You have the Insights Reader license.
You must have access to Insights dashboards with permission to view Analytics data.
You must have access to the All Phrase Usage dataset.
Predictive NPS requires transcription to be enabled and the NPS predictive model to be configured.
Actual NPS requires customer survey responses to be captured in the contact record.

Page location

Insights > Dashboards > Analytics | Predictive Net Promoter Score (Legacy)

Dashboard layout

The dashboard contains a single sheet with gauge charts for actual and predictive NPS, distribution bar charts, a group-level comparison bar chart, a trend line chart, and a summary pivot table.

Controls and filters

NOTE Filters are hierarchical. Selecting a Group limits the available Teams and Agents.

From / To (date pickers)

Sets the date range for all metrics.
Group(s) / Team(s) / Agent(s) (drop-downs)

Standard hierarchical scope filters.
Contact Type (drop-down)

Filters data to a specific contact type (e.g. inbound, outbound). Use to compare NPS across contact types.
Language

Filters to a specific language.

Procedures

Compare actual vs predictive NPS

Set the date range and scope filters.
Compare the two gauge charts side by side.
Review the NPS vs Predictive NPS trend line to assess whether they track together over time.
Review the by-Group bar chart to identify where the two measures diverge most.

Use this to:

Validate the predictive model against actual survey data.
Identify agent groups or time periods where predicted and actual customer sentiment diverge significantly.

Key metrics

Metric	Definition	How to use it
Net Promoter Score (gauge)	The actual NPS calculated from customer survey responses. Displayed as a gauge on a -100 to +100 scale. Calculated from NPS Promoters, Passives, and Detractors.	The primary customer loyalty indicator from direct survey feedback. Compare to Predictive NPS to assess model alignment.
Predictive Net Promoter Score (gauge)	An AI-generated NPS estimate based on phrase and sentiment analysis of transcribed contacts. Provides a score for contacts without survey responses.	Use to understand NPS across a broader contact population than surveys alone can cover. A significant divergence from actual NPS may indicate the model needs recalibration.
Net Promoter Score by Agent Groups (bar chart)	Actual and Predictive NPS displayed side by side for each agent group.	Identify groups where predictive and actual NPS diverge, which may indicate specific contact patterns or agent behaviours not captured by the model.
NPS vs Predictive NPS (line chart)	Trend chart plotting both actual NPS and Predictive NPS over time.	Use to identify whether the two measures track together or diverge over time. Sustained divergence may signal a change in contact characteristics that affects the predictive model.
Net Promoter Score Summary (pivot)	A pivot table showing NPS, Predictive NPS, Detractors, Passives, Promoters, and their predictive equivalents.	Use for detailed reporting and to export the full NPS summary data.
Distribution charts	Bar charts showing the distribution of NPS and Predictive NPS responses across response categories.	Understand the shape of customer sentiment. A large Detractor proportion requires different interventions than a large Passive one.

Data notes

Data is sourced from the All Phrase Usage dataset.
Actual NPS is based on customer survey responses captured in contact records. Contacts without survey responses will not contribute to actual NPS.
Predictive NPS uses AI phrase and sentiment analysis and applies to all transcribed contacts regardless of survey response.
% of Total for Predictive NPS and % of Total of NPS Response are calculated fields used for distribution charts.