Davies CXsmart — User Guide
Davies CXsmart (Voice of the Customer) is a multi-channel customer-feedback platform: collect feedback over web, email, SMS and IVR; capture every response; and turn it into dashboards, KPIs, verbatim and sentiment analytics, alerts, leads and coaching.
This guide is for the people who use the platform day to day — analysts, team managers, agents and client administrators. If you build or operate the platform, see the Developer Guide instead.
Where to start
- New here? Read Getting started for sign-in and a tour of the app.
- Want the vocabulary? The Glossary defines NPS, CSAT, verbatim, topics vs themes, channels, agents and more.
- Looking for a specific area? Jump straight to it:
| If you want to… | Go to |
|---|---|
| Read dashboards and apply filters | Dashboards |
| Browse and search individual responses | Responses |
| Analyse free-text feedback and sentiment | Verbatim |
| Track NPS/CSAT and agent performance | KPI |
| Run and export reports | Reports |
| Manage alerts and cases | Alerts |
| Work advocacy leads | Leads |
| Recognise and coach your team | Coaching |
| Have an agent launch a survey to a customer | ADEPT |
| Build and publish surveys | Surveys |
| Send surveys and manage suppression | Distribution |
| Administer your client account | Admin |
:::note Your access depends on your role Not everyone sees every screen. What you can view and change is governed by the role your administrator assigned you — see Users & roles. :::