Overview
C-Level Boards let you build custom executive dashboards that bring together different types of analytics — charts, funnels, volume meters, tables, and text — into a single, organized view. Each board is a grid-based canvas where you arrange widgets to tell the story behind your key performance indicators.
Use C-Level Boards to consolidate information that would normally require visiting several different sections of Ender Turing, such as quality scores, conversation volumes, CSAT trends, interaction intensity trends, and funnel performance.
Alongside the boards you build yourself, Ender Turing also exposes pre-built read-only boards that appear automatically when the supporting data is available: CSAT Dynamics, Interaction Intensity Dynamics, and Quality (scorecard results across teams and agents).
Who Can Access C-Level Boards
Action | Required permission |
View boards and their content | C-Level Dashboard View |
Create, edit, delete, duplicate, and reorder boards | C-Level Dashboard Manage |
Users without the View permission cannot access the C-Level Boards section at all.
How It Works
Opening C-Level Boards
Open Dashboard from the main navigation.
Select C-Level Boards from the Dashboard submenu.
The left sidebar lists all available boards. Select a board to view its contents in the main area.
Navigating Boards
Click any board name in the left sidebar to switch to it.
Use the search icon at the top of the sidebar to filter boards by name.
The currently selected board is highlighted in the sidebar.
Creating a Board
Click Create board at the top of the sidebar.
Enter a name for the board (required).
Optionally add a description and choose an icon from the icon picker next to the name field.
Add content to the board using the grid editor (see "Adding Widgets" below).
Click Save to save the board.
Adding Widgets
Each board is made up of rows and columns. To add content:
Click Add content to create a new row.
In the Setup widget dialog, choose a widget type:
Charts — display an existing analytics chart or a built-in conversation dynamics chart. You can choose to show basic charts as a chart or as a table. The chart list also includes built-in charts for both CSAT and Interaction Intensity: Enter CSAT, Exit CSAT, Enter to Exit CSAT, Enter intensity, Exit intensity, and Enter to exit intensity (flow diagrams showing how scores shift between conversation start and end).
Funnel — display an existing funnel.
Text — add a free-text block.
Volume meter — show a single numeric metric. This widget has two modes:
Preset — choose from built-in metrics such as conversation count, average duration, average per day, average per agent, scored conversations (manual or automated), CSAT summary values (conversations analysed, average enter, average exit, CSAT change), Interaction Intensity summary values (conversations analysed, average peak, average enter, average exit, intensity change), and average scoring (manual or automated).
Custom — select a metric (number of conversations, number of leads, duration of conversations, or cost), give it a custom title, and optionally apply filters to scope the data.
Table — display a data table. Choose from: Common metrics, Agent scoring, Score over time, CSAT Breakdown, or Interaction Intensity Breakdown.
Topics — display a topics analytics view.
After choosing the type, select the specific item to display (for example, which chart or funnel).
Items that are already placed on the board are marked Already added and cannot be added again.
To add more columns to an existing row, use the + buttons at the start or end of the row. To remove a column, click the X on that column.
Editing a Board
Open the board you want to modify.
Click Edit in the top-right toolbar.
Make your changes — rename, update the description, add or remove widgets, or rearrange the layout.
Click Save when finished, or Cancel to discard changes.
Reordering Boards
Click the reorder icon at the top of the sidebar.
Drag the boards into the desired order using the drag handles.
Click the checkmark to save the new order, or the X to cancel.
Duplicating a Board
Click Duplicate in the board's toolbar. A confirmation dialog appears. The duplicate is created as a new board you can edit independently.
Deleting a Board
Click Delete in the board's toolbar and confirm. This permanently removes the board.
Read-Only Boards
Some boards are marked as Read only. These are system-managed boards that cannot be edited, duplicated, archived, or deleted. You can view their contents and use them as reference when building your own boards.
Dashboard Filters
Each board has a fast filter row at the top that applies to all widgets on the board. Two filters are always present:
Date range — controls the time period for all widgets. The date range is stored locally in your browser and is not saved with the board.
Team / Agent — controls which teams and agents data is shown for. When more selections are made than fit in the row, the visible chips are clipped with an ellipsis and a +N teams or +N agents indicator pins to the right edge so you always see that more selections are active.
Up to three additional optional filters can be displayed alongside the mandatory ones. The available optional filters are:
Type — filter by conversation type.
Direction — filter by conversation direction (inbound or outbound).
Topics — filter by one or more conversation topics.
Click the tune icon on the right side of the fast filter row to configure which optional filters are visible. You can toggle filters on or off and enable a compact date display mode. All three optional filters can be enabled at the same time.
If you have the System Settings Manage permission, you can save your filter layout as the organization default from the configuration menu. This default applies to all users and all dashboard views that share the fast filter row.
Changes to non-date filters are saved with the board and apply to all users who view it. When you switch between boards, filters reset to the saved values for the selected board.
CSAT Breakdown
The CSAT Breakdown is a table widget that analyzes Customer Satisfaction scores across your conversations. It shows how CSAT scores change between the start (enter) and end (exit) of conversations.
Viewing CSAT Breakdown
When a CSAT Breakdown table is placed on a board, it shows:
Summary metrics at the top: total conversations analysed, average enter CSAT, average exit CSAT, and CSAT change percentage.
A breakdown table below, grouped by agent or topic.
Grouping by Agent or Topic
Toggle between Agents and Topics using the switch at the top of the CSAT Breakdown widget:
Agents — shows one row per agent with their CSAT metrics.
Topics — shows one row per topic with aggregated CSAT metrics.
Each row displays:
Column | Description |
Name (agent or topic) | The agent name or topic name |
Conversations | Number of conversations with CSAT data |
Avg enter | Average CSAT score at conversation start |
Avg exit | Average CSAT score at conversation end |
Δ % | Percentage change between enter and exit averages |
Click any row to open a detail panel.
Filtering by Topic
When viewing the CSAT Breakdown grouped by Topics, a topic filter button appears in the table's name column header.
Only main (highest-priority) topics are available in this filter. By default it shows All topics. To filter:
Click the topic filter button.
In the Topics popup, search for topics or browse the list. You can also use the label quick filter to narrow down topics by label.
Select one or more topics. The button at the bottom shows Select filtered to select all visible items at once.
Click Apply to apply the filter.
The button label updates to show the selected topic name (if one is selected) or the number of selected topics (e.g., "3 topics selected"). To reset, open the filter and click All topics.
Your topic filter selection is remembered between visits.
CSAT Detail Panel
Click any agent or topic row to open the detail panel, which shows:
Conversations analysed — the total number of conversations for this agent or topic.
Average enter CSAT — the average score at the start of conversations.
Average exit CSAT — the average score at the end of conversations.
CSAT change — the percentage change from enter to exit (green for positive or no change, red for negative).
Below the summary, two score distribution tables appear:
Enter CSAT — shows how many conversations received each score (1–5) at the start, with counts and percentages.
Exit CSAT — shows the same for end-of-conversation scores, plus a Δ % column showing the shift from the enter distribution.
CSAT scores use a five-point scale:
Score | Label |
1 | Very Dissatisfied |
2 | Dissatisfied |
3 | Neutral |
4 | Satisfied |
5 | Very Satisfied |
Drilling Down to Conversations
In the detail panel, click any score row in the Enter CSAT or Exit CSAT table to open a dialog showing the matching conversations. This lets you drill down from a CSAT score directly to the individual conversations that contributed to it.
Drill-down is not available for the "Unassigned" topic, as it represents conversations without a topic classification.
Interaction Intensity Breakdown
The Interaction Intensity Breakdown is a table widget that measures the emotional load and tension that agents experience during conversations. Unlike CSAT, which tracks customer satisfaction, Interaction Intensity focuses on how much emotional pressure the agent must manage — not task complexity or conversation length.
Interaction Intensity uses a five-point scale where lower scores are better:
Score | Label | Meaning |
1 | Minimal | Calm, routine interaction — the client is cooperative |
2 | Low | Mild client frustration or minor awkwardness, but no conflict |
3 | Moderate | The agent must actively manage client emotions or deliver unwelcome news |
4 | High | Open conflict or strong emotional pressure directed at the agent |
5 | Critical | Verbal aggression, personal threats, or acute client distress |
In addition to enter and exit scores, Interaction Intensity tracks a peak score — the highest intensity point reached at any moment during the conversation. The peak is always equal to or higher than both the enter and exit scores.
Viewing Interaction Intensity Breakdown
When an Interaction Intensity Breakdown table is placed on a board, it shows a breakdown table grouped by agent or topic. Summary metrics (total conversations, average enter/exit/peak intensity, and intensity change percentage) are provided by separate shield widgets — see the widget setup sections below for how to add them.
Grouping by Agent or Topic
Toggle between Agents and Topics using the switch at the top of the Interaction Intensity Breakdown widget:
Agents — shows one row per agent with their intensity metrics.
Topics — shows one row per topic with aggregated intensity metrics.
Each row displays:
Column | Description |
Name (agent or topic) | The agent name or topic name |
Conversations | Number of conversations with intensity data |
Avg enter | Average intensity score at conversation start |
Avg exit | Average intensity score at conversation end |
Δ % | Percentage change between enter and exit averages |
A decrease in intensity (negative change) is shown in green, indicating the agent successfully de-escalated the conversation. An increase is shown in red.
Click any row to open a detail panel.
Filtering by Topic
When viewing the Interaction Intensity Breakdown grouped by Topics, a topic filter button appears in the table's name column header. The topic filter works the same way as in the CSAT Breakdown — see the CSAT section above for details.
Intensity Detail Panel
Click any agent or topic row to open the detail panel, which shows:
Conversations analysed — the total number of conversations for this agent or topic.
Average enter intensity — the average score at the start of conversations.
Average exit intensity — the average score at the end of conversations.
Intensity change — the percentage change from enter to exit (green for a decrease or no change, red for an increase).
Below the summary, two score distribution tables appear:
Enter intensity — shows how many conversations received each score (1–5) at the start, with counts and percentages.
Exit intensity — shows the same for end-of-conversation scores, plus a Δ % column showing the shift from the enter distribution.
Drilling Down to Conversations
In the detail panel, click any score row in the Enter intensity or Exit intensity table to open a dialog showing the matching conversations. This lets you drill down from an intensity score directly to the individual conversations that contributed to it.
Drill-down is not available for the "Unassigned" topic, as it represents conversations without a topic classification.
Read-Only Managed Board
When intensity data is available, Ender Turing automatically creates a read-only Interaction Intensity Dynamics board that is pre-configured with intensity widgets. If you do not see this board, it means no intensity summaries have been generated for your data yet. This board cannot be edited, archived, or deleted. A similar read-only board exists for CSAT Dynamics. To build your own editable intensity board, create a new board and add the intensity widgets described in the setup sections below.
Intensity Flow Diagram
The Enter to exit intensity chart is a Sankey flow diagram that visualizes how intensity scores shift between conversation start and end:
The left side shows the distribution of enter intensity scores.
The right side shows the distribution of exit intensity scores.
Colored flows connect each enter score to its corresponding exit scores, sized by conversation volume.
This visualization helps you see at a glance whether conversations tend to de-escalate (flows moving from higher scores on the left to lower scores on the right) or escalate.
Intensity Filter
You can filter conversations by intensity when browsing conversations. The Intensity filter lets you set conditions for both enter and exit intensity:
Choose an operator: greater than, equal to, or less than.
Choose a score value from 1 to 5.
For example, you can filter to find conversations where the enter intensity is greater than 3 and the exit intensity is less than 2, to identify cases where agents successfully de-escalated high-tension situations.
Quality Board
The Quality board is a read-only managed board that consolidates scorecard results for the whole organization in one place. It appears in the C-Level Boards sidebar (icon: clipboard with a check) only when your organization already has scored scorecard data — if you do not see it, no scorecards have been scored yet.
The board contains two tables:
Scorecards by Team — one row per team that has conversations matching the current filters, one column per visible scorecard.
Scorecards by Agent — one row per agent that has conversations matching the current filters, one column per visible scorecard.
Teams or agents without any matching accessible conversations in the selected filter scope are not shown.
Each cell shows the team's or agent's average percentage score for that scorecard, drawn as a horizontal score bar. Cells with no score show N/A.
What Each Table Shows
The scorecard columns are shared across the whole table for the current filters. A scorecard column appears when at least one of the following is true for any team or agent included in the table:
The scorecard is assigned to a team that appears in the table. For the Scorecards by Agent table this is the team associated with the agent's matching conversations, not necessarily the agent's current team assignment — if an agent has moved between teams, the scorecard set follows the conversations in the selected window.
At least one conversation for that team or agent has been scored against the scorecard inside the current filters.
A scorecard column may therefore show N/A for rows where that specific team or agent is not assigned to the scorecard and has no scored conversations against it.
Scores are calculated as the average of score / max_score across all qualifying score entries (one entry per completed review) and displayed as a percentage. When the same conversation has more than one completed review for the same scorecard, each review contributes separately to the average.
Controls on Each Table
Each Quality table has its own toolbar above the data:
Manual / Automated / All toggle — switch which scores are counted:
Manual — only scores entered by a human reviewer.
Automated — only scores generated by AutoQA.
All — both manual and automated scores.
The toggle is shared between the two Quality tables, so changing it on one table updates the other.
Threshold slider — sets the percentage thresholds used to color the score bars. The threshold is a display setting only — it does not filter data out of the table. The slider moves in 1% steps, so you can land on precise values such as 92% or 96%. The slider's shape depends on the threshold mode set from the tune icon described below:
1 threshold (default) — a single-knob slider. Cells are red at or below the threshold and green above it.
2 thresholds — a two-knob range slider that defines three zones. Cells are red below the lower threshold, orange between the two thresholds, and green at or above the upper threshold. When you first switch to this mode the two knobs are placed 5 percentage points apart, and you can then move them as close together as 1 percentage point. The 2-threshold slider is wider than the single-threshold one, giving you more room to position two values close together.
Tune icon — opens a settings popover that is persisted per browser. The available settings depend on the table:
On Scorecards by Team, the popover exposes a Table view toggle (Detailed view / Short view) and a Threshold mode toggle (1 threshold / 2 thresholds).
On Scorecards by Agent, the popover exposes only the Threshold mode toggle.
Download report — downloads the contents of that table as a report file. The export reflects the same filters, score mode, and currently selected table view as the on-screen table, and the filename includes the active date range.
Each table has its own pagination (10, 25, 50, or 100 rows per page).
Detailed and Short Views (Scorecards by Team)
The Scorecards by Team table can switch between two views from the tune menu. The selected view is remembered in your browser.
Detailed view (default) — the scorecard matrix described above: one row per team and one column per visible scorecard, with each cell drawn as a horizontal score bar.
Short view — a compact view that does not list scorecards individually. It instead shows:
Team — the team name.
Scored conversations — the total number of conversations for that team that contributed to the score distribution under the current filters and score mode.
One column per score zone — each cell shows the percentage of that team's scored conversations whose average score falls into the zone, drawn as a colored bar.
The score zones come from the threshold setting and are listed highest first. For example:
With the 1 threshold mode at 90%, the Short view shows two zones: ≥90% (green) and <90% (red).
With the 2 thresholds mode set to 85% and 95%, the Short view shows three zones: ≥95% (green), 85–94% (orange), and <85% (red).
Moving the threshold slider updates the column headers, zone boundaries, and percentages immediately. Downloading the report from the Short view exports the same score-zone columns and percentage ranges that are visible on screen.
The Short view is available only on the Scorecards by Team table — the Scorecards by Agent table is always shown as a scorecard matrix.
Filters
The Quality board uses the standard fast filter row, with one difference: a Team selector is available, but individual agents cannot be selected on this board. The available filters are:
Date range — required, always visible.
Team — optional, restricts both tables to the selected team(s). Depending on your deployment configuration, this is either a multi-team selector or a single-team selector. Leave empty to span every team you can access — if your account is team- or agent-scoped, the board still respects that scope and never shows data outside it.
Type, Direction, Topics — optional, enabled from the tune icon on the right of the fast filter row.
Changes to filters apply to both tables on the board.
Drilling Down to Conversations
Click any score cell to open an overlay with a To conversations action. Selecting it opens the Conversations view pre-filtered by:
the entity (team or agent),
the scorecard,
the active score mode — in Manual or Automated mode the conversations are restricted to that mode; in All mode they are restricted to scored conversations regardless of mode,
and the other dashboard filters (date range, topics, direction, types).
The score-mode filter is applied at the conversation level rather than per-scorecard, so the result is an approximation of the conversations that contributed to the cell — conversations scored in the active mode for a different scorecard can also appear in the list.
Cells with N/A have no underlying score entries, so the drill-through is not offered.
Links to Team and Agent Pages
Team and agent names in the first column become clickable links when you have a relevant agent or team permission. Selecting a name opens the corresponding team or agent page. If you do not have those permissions, the name is shown as plain text.
Quality Board Layout
The Quality board lays out to the height of its content, so wide scorecard matrices scroll horizontally inside each table instead of being clipped. The two tables stack vertically and grow as more rows are loaded.
Read-Only Behavior
Like other managed boards, the Quality board cannot be edited, duplicated, archived, or deleted. To build your own scorecard view, create a regular board and add widgets such as Agent scoring or Score over time that you control yourself.
Important Notes
Each widget type corresponds to content you have already created elsewhere in Ender Turing (charts, funnels, scorecards). You need to create that content first before it can be added to a board.
The Review action on chart widgets navigates you to the full chart view for deeper analysis.
All widgets on a board respect the board-level date range and team/agent filters.
The managed Quality board supports the Team fast filter but does not offer an individual-agent selector — agent-level scoping happens through the per-cell drill-through into Conversations.