Dashboard
Dashboard overview
Section titled “Dashboard overview”The Dashboard shows customer satisfaction, survey activity, score trends, and feedback for the selected project and date range. Scores and totals include responses from both survey forms.
Satisfaction Score
Section titled “Satisfaction Score”Satisfaction Score is the average customer rating for the selected project, date range, and filters. It uses the project’s 1 – 5 or 1 – 10 rating scale and is compared with the configured target.
Edit score targets
Section titled “Edit score targets”On the card menu, select Edit scoring to edit the target and score bands in the same card.
Drag the target and score band circles to adjust the scoring ranges, then select Save.
KPI cards
Section titled “KPI cards”Surveys sent counts work items where Jira Automation stamped the AdaptiveSurvey survey-sent property.
Responses counts submitted customer feedback for the selected period.
Response rate compares submitted responses with sent surveys.
Experience Indicators / Question Scores
Section titled “Experience Indicators / Question Scores”The card initially shows the form selected in Configure. Use its three-dot menu to switch views.
Experience Indicators shows the most selected configured indicators.
Question Scores shows the average score and sentiment mix by question.
Satisfaction Trend / Score Distribution
Section titled “Satisfaction Trend / Score Distribution”Satisfaction Trend shows how scores changed during the selected period and compares them with the previous period.
Score Distribution shows how submitted ratings are spread across the project’s rating scale. It uses the configured score bands to group scores as Negative, Neutral, or Positive.
Feedback responses
Section titled “Feedback responses”Feedback responses shows the individual responses behind the Dashboard numbers.
Use All, Positive, Neutral, and Negative to switch between response groups. Select Score or Date to sort the list. Ticket keys open the linked Jira work item.
Each row shows the score, ticket, response date, and any comment, indicators, or question answers. Reporter and Agent columns can be shown or hidden. Selected Jira fields appear below the ticket summary; empty values are omitted.
Reported Lost time above zero appears below the feedback details, with Cost when cost tracking is enabled.
Response options
Section titled “Response options”Open the three-dot menu at the top right of Feedback responses.
- Display fields - choose which columns and Jira fields appear. This option is available to users with Configure access.
- Download CSV - export all responses matching the current filters and response group, across every page, in the current sort order. The file includes enabled columns, selected Jira fields, and full feedback details. Users with View access can also download CSVs.
Display fields
Section titled “Display fields”Search for a field or browse the two sections:
- Columns - show or hide Agent and Reporter.
- Jira fields - add ticket details such as Priority, Client Type, Country, or Organizations below the summary.
Changes preview immediately. Select Save to keep the layout for everyone in the project across Dashboard, Lost Time, and Agents response tables.