We created the support dashboard in DOMO to use the VEO Contact Center data that’s accessible through Salesforce. This data provides us with insight into issues Veterans experience on VA.gov and how we can improve their experience. We'll continue to work with the VEO to provide you with better data.

Dashboard use

Filters

You can filter views in the dashboard in several ways.

  • Create custom filtered views in the top left corner of the dashboard.

  • Customize date ranges in the top right corner of the dashboard.

  • Select outcome filters within the dashboard near the top. Outcomes include:

    • Provided assistance (tier 1)

    • Provided directory assistance (tier 1)

    • Escalated to tier 2

    • Transfers/escalations (tier 3)

  • Select sub-category filters to segment by specific product, page, or function. This is likely the most helpful filter for identifying particular issues.

The dashboard will update to represent any filters you apply.

Tabular data, charts, and graphs

The views are separated by the following tiers:

  • “All VA.gov issues” views represent all issues received by tier 1.

  • “VA.gov tier 2 issues” views represent only those issues escalated to tier 2 (Platform Contact Center team). These also include any issues escalated to tier 3 (product teams).

All views will respect filters previously applied.

All VA.gov issues

Tabular data

Use in the first view to see case totals by category or sub-category.

Donut charts

Use to view the number and percentage of cases by the outcome.

Bar chart

Use to view the number of issues by month.

Line chart

Use to view the number of issues by week.

VA.gov tier 2 issues

Tabular data

Use in the first view to see case totals by category or sub-category.

Donut charts

Use to view case totals by category or sub-category in a more visual manner.

Bar chart

Use to view the number of issues by month.

Line chart

Use to view the number of issues by week.