Welcome to Pathlight

What is Pathlight?

Pathlight is a Real-time Performance Management (RPM) platform. We enable customer-facing teams to manage performance more efficiently than ever before. By consolidating performance data, coaching, and communication in one place, our platform empowers data-driven management at every layer of the organizational chart. One of the ways that we do this is through creating a Health Score. You can read everything there is to know about Health Scores within our Health Score Guide.

Pathlight syncs data from a variety of data sources, like Zendesk, Salesforce, Stella Connect, MaestroQA and more. Pathlight syncs and summarizes all your data so you don’t have to.

Navigating Pathlight

The Pathlight app consists of five main pages: the Home Page, Inbox, 1-on-1s, Dashboard, Configuration, and Scorecards. Each icon on the left navigation bar focuses on a different aspect of your team’s performance and communication. In addition to these main pages, there are three icons on the navigation bar containing important resources such as Support, Notifications, and Profile Options. 

Within this guide, we will go over: 

• Pathlight Home Page 
• The Pathlight Inbox 
• 1-on-1s 
• Dashboard 
• Configurations
• Scorecards
• Support 
• Settings 
• Edit Profile
• Help 
• Download Mobile Apps 

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Pathlight Home Page

The Pathlight Home Page allows for any member of your team to get concise performance insights at a glance, check your status, review tasks, and upcoming 1-on-1s, check out your starred metrics, and jump into any other part of the application by using your left navigation bar.

Within this section, we will go over: 

• Performance Insights 

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Performance Insights

Performance Insights act as your personal Pathlight assistant. They provide you with key metrics and the ability to quickly glance at how you or your team is currently performing. Performance Insights also allow you to pick up on areas where members of your team are excelling and send an applause message to them directly from your home page. Your assistant is there to help you recognize and coach your team on the fly, saving you time to get back to making meaningful connections with your team.

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The Pathlight Inbox

With Pathlight Inbox, you can quickly access, filter, and create drafts of your personal messages. You know exactly what to respond to, can take action easily, and can review messages you've sent and received, all in one place. 

Within this section, we will go over: 

• Reading Messages 
• Filters 
• Checking Messages, Activity, Tasks, Pinned Messages, etc.
• Sending Messages 
• Sending a Message with Embedded Metrics 
• More About Inbox and Pathlight Messages 
• Tasks 

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Reading Messages

Within the inbox tab, you will be able to view all messages received. The list of messages is listed in chronological order (newest at the top, oldest at the bottom). 

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Filters

The Pathlight filters make it easy to search your inbox and stay on top of important messages.

• All Categories - All message types
• Coaching - Messages sent to team members to course-correct and keep them on path
• Applause - Positive messages sent to team members to celebrate their performance
• Announcements - Messages sent to the team as a whole

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Checking Messages, Activity, Tasks, Pinned Messages, etc.

• Messages - Review all messages received
• Activity - Any activity created by you or for you will be logged here
• Tasks - Create tasks for yourself or others
• Pinned Messages - Pin important messages to the group you share them with
• Unread - Messages that have been received but not yet been viewed
• Needs Acknowledgment - Messages that require acknowledgment from you
• Drafts - All created messages that have not been sent yet
• Sent - All new messages that have been sent from Pathlight

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Sending Messages

As we mentioned above, there are many types of messages you can send such as applause, announcements, coaching, and if none of these categories suit your needs, you can send a simple message to another team member within Pathlight. On any message, you can choose to allow others to edit, require acknowledgment, or add embeddings. 

If you choose to ask for acknowledgment when sending a message, you’re indicating that the message is of high priority and you can track the team members who have acknowledged, and those who haven’t.

This message will continue to appear in the team member’s Inbox filter view under Needs Acknowledgment until they have pushed Acknowledge.

Once a message has been acknowledged by a member of the recipients you will be able to check the status by navigating to the message and hovering over the banner showing Waiting for Acknowledgement. The action of hovering over the number of people who have acknowledged will let you know who has not yet acknowledged the message so you can follow up. 

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Sending a Message with Embedded Metrics

1. Click on the + Icon from anywhere within the Pathlight application
2. Select the option to create a New Message
3. Select the recipient(s), you can choose individuals, leaders, and/or entire groups/teams.
4. Choose whether the message is coaching, applause, or announcement. By selecting none, it will go as a standard message.
5. Fill in the subject of your message
6. Create the body of your message
7. When creating the body of your message, you can include embeddings by clicking on the + icon next to the body
8. Choose what you would like to embed in your message (you can add multiple embeddings to the message.)
9. After selecting the embedding you may be asked to include the name of the individual or team and then the metric you would like to embed (i.e., Avg. Resolution Time.)
10. Once you have finished creating the body, complete with embeddings, input if you would like to add a task at the bottom of the window
11. Choose to Request acknowledgment and/or Allow others to edit
12. Share your message

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More About Inbox and Pathlight Messages

Pathlight’s Inbox keeps your messages available to you at all times. Having a record of your messages allows you to have access to all conversations whether that is necessary to recall applause messages for employee reviews or upcoming promotions. The history also gives you a record of coaching conversations for performance improvement plans and the like.

Once a message is sent, a notification will be triggered to the individuals, teams, or groups included in the recipient field of the message. Depending upon the individual’s notification settings, they may be alerted via email, mobile, or simply through the Pathlight app.

If you would like to have access to all messages across the organization, please reach out to your Customer Success Manager for more information on this feature.

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Tasks

Tasks allow you to stay on track with what needs to be completed on your team. Whether it is reviewing a new process, sending a message to the team, or reminding your team to complete their training, it can be done within tasks.

Each task allows you to set a due date and will allow you to assign it to members of your team. You can assign a task to one individual or set up group tasks to keep the entire team on track. 

In addition to assigning tasks, tasks can be assigned to you. When you are assigned a task, view it within the Completed view of your Tasks tab and keep track of what you have accomplished over the course of your days. Tasks can also be viewed in multiple sections within Pathlight. My Tasks appear on your home page along with Recent Announcements and your Performance Insights. You will also be able to view tasks within your 1-on-1s. If a task was assigned to you during a 1-on-1, it will appear next to your 1-on-1 agenda. Once completed, these tasks will fall off the 1-on-1 and go into your Completed tasks section.

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1-on-1s

1-on-1s provide a structured space for managers and their reports to stay connected, coach, monitor goal progress, and achieve great results.

Pathlight recommends that managers set up a 1-on-1 for each person they manage. Once set up, the 1-on-1 behaves like a folder for all meetings that occur between its participants, which Pathlight will automatically create according to the schedule you specify.

1-on-1s with Pathlight allow you and your team to focus on the 1-on-1 meeting being:

• Data-Driven - All of your direct report's metrics are centralized in one place, as well as the entire history of their performance against those metrics, and all the coaching and recognition you've ever sent them, time-stamped.
• Documented - Document your conversation in your 1-on-1s (visible to you and the frontline team member) that will stay stored on the employee's profile permanently. 
• Personalized - Add custom information like tenure, career goals, and partner's name to your employee's profile. 

1-on-1s can be integrated with your Google calendar, and in turn, all your meetings will be available in Pathlight for you to create recurring topics, metrics, and pulses. Once synchronized you will have a regular cadence for 1-on-1s and a record of those meetings as well. 

For step-by-step instructions on how to integrate with Google calendar, please see Integrations within this guide. 

Within this section, we will go over: 

• How to Create a 1-on-1 in Pathlight 
• Holding Successful 1-on-1s 
• How to Edit a 1-on-1 
• 1-on-1 FAQs 
• Why am I seeing “No Data” for my 1-on-1? 
• What is a pulse? 
• Can I Message on a 1-on-1? 
• Can I View the Previous 1-on-1s? 
• How do I access all of my team’s 1-on-1s? 
• How do I delete a 1-on-1? 

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How to Create a 1-on-1 in Pathlight

1. Select the 1-on-1 icon on the Pathlight navigation bar
2. Select New 1-on-1 in the top left
3. Select the other person participating in this 1-on-1
4. Connect to an existing Google Calendar event or manually set your meeting cadence 
   1. The option is available to add recurring metrics that you'd like to review in every meeting and/or recurring pulses to stimulate conversation with natural prompts.

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Holding Successful 1-on-1s

1. Add topics before the meeting so that you’re ready to dive into the important topics of the day. Note: Topics can be input for each 1-on-1. A topic will remain in the topics section for all subsequent 1-on-1s until the box is checked, then the topic will be grayed out to indicate it was followed up on, and will no longer sync to the next 1-on-1.
2. During the meeting, create and assign tasks for action items that come out of a discussion. In the image below, you will see how tasks can be created outside of the Inbox, and rather created during a meeting as items for a member of the meeting to follow up on within a given timeframe.

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How to Edit a 1-on-1

1. Select the drop-down arrow next to the 1-on-1 title
2. Select Edit 1-on-1 settings
3. Make any necessary changes
4. Save changes

Note: You can change the date, add or remove a participant, metric, pulses

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1-on-1 FAQs

Why am I seeing “No Data” for my 1-on-1?

If one or more of your metrics in your 1-on-1 is showing "No Data," it's easy to address. There are a couple of reasons why this might be happening:

• The embedded metric in the data is being attributed to a team member who actually has no data currently for this metric. In this case, no action from you is required, because "No Data" is accurate.
• The metric is not attributed to the correct person or team. For example, if a manager is having a 1:1 meeting with a director, the metrics should be reflecting the team's performance. To make sure the metrics are attributed correctly, follow steps to edit the 1-on-1, where you can check what metrics are attributed to.

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What is a pulse?

A pulse, as its name suggests, is a recurring question meant to help you gather qualitative feedback from your team. The two most popular pulse questions among customers are "How are you feeling this week?" and "Where could you use more support?"

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Can I Message on a 1-on-1?

1-on-1s allow for threaded replies. You can add these replies on the topics, embedded metrics, and recurring pulses. 

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Can I View the Previous 1-on-1s?

Absolutely. We want to make sure that these records are consistently available to your team in order to be able to have a record of performance and documented conversations over time. Performance management is not always easy, and the goal here is to keep that information available to those involved in the meetings to fall back on. By opening up a 1-on-1 and clicking on the date just below the title, you allow yourself to see meeting history. You can select any available historical meetings and review the details there. If you need that information exported, contact your Customer Success Manager or Support@pathlight.com and we can assist with getting you those records in a more suitable format. 

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How do I access all of my team’s 1-on-1s?

There are options to view all 1-on-1s available to all members of the organization. Frontline team members and managers will typically only be able to access their own archived 1-on-1s. A few select folks, such as admins for the organization could set up the ability to Show all org 1-on-1s. This means they can see the records of each 1-on-1 that has occurred within the organization overall. Once you reach out to your Customer Success Manager to set this view up, you can access them as follows:

1. Access the 1-on-1s page
2. Select the filter icon located below the New 1-on-1 button
3. Choose Show archived 1-on-1s (If access is granted, you will have the option to Show all org 1-on-1s)
4. You will now see the view of archived 1-on-1s or the entire org’s.

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How do I delete a 1-on-1?

1-on-1s cannot be deleted, however, they can be archived. If you have an active 1-on-1 and are unable to complete it, you are able to edit the 1-on-1 settings and choose Archive, as shown below. This will add it to your archived 1-on-1s and will still maintain that record. Additionally, you can Unarchive a 1-on-1 in the same way, this will push the meeting back into your active 1-on-1s.

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Dashboard

The image below shows you how a director’s view of the dashboard is displayed. Directors typically have a bird’ eye view of the entire organization and can dial in on any particular group, team, or individual. By clicking on the org chart button at the top of your dashboard, you can select available groups and teams.

Manager view can be seen below. Sara, the Customer Support Manager within US North, is able to view her team, along with the individuals within Team Sara Walker. She can also see how US-North is performing overall and click into other teams within the Charlotte home group. Managers are unable to access other groups, however. So, for instance, Customer Support managers could look at other Support teams but they may not be able to access Sales teams, since these are nested in another home group.

Frontline employees have the most limited perspective within the dashboard, as seen below. They are given the default view of their metrics, and then are able to access the other members of their team to see how they are performing against their peers. In addition to this, they can look at their team’s overall performance. 

The Pathlight dashboard is your go-to for all things performance. The dashboard will populate with Priority metrics that are applicable to you and your team. The higher level of accessibility you have within the organization, the more you will be able to view within the dashboard. You can find Health Score, Communication score, and each team member’s name and Health score within the Dashboard view. Health Scores, on a fundamental level, can be understood by choosing the View breakdown located next to the score itself. Here, you will be able to see exactly which priority metrics make up the Health Score and see how many points your team (or an individual) is receiving to help make up that score. Communication score can be more easily understood by navigating to the Communication tab. 

The dashboard consists of four tabs: Metrics, Communication, Mini Goals, and People. We will go into each of these in more detail below.

Within this section, we will go over: 

• Metrics 
• Data Source
• Advanced Settings
• Updating the Priority of a Metric 
• Timeframes 
• Goals 
• Goal Terms 
• Updating Goals 
• Communication 
• Mini Goals 
• How to Create a Mini Goal 
• Contests 
• How to Create a Contest 
• People 
• Add a Team Member 
• Remove a Team Member 
• Edit Team 
• Adding Viewers 

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Metrics

This is the default view of the dashboard. Here you will see all of the metrics that have been tagged by the organization or group as a priority. These are displayed as a default setting but you can look into specific paths by clicking on the dropdown arrow next to Priority metrics and choosing the appropriate path.

Charts make it easy to understand at a quick glance how you or your team are performing. Those indicated in green are doing well, red indicates a trend in the wrong direction, and orange indicates a metric that has remained fairly static, with little to no change (either above or below goal.) Each chart within the dashboard view allows you to click into the metric chart to gain more detail and view the Leaderboard for that specific metric.

Within metric charts you can also pan across days to see how the team performed on a given day, as well as look more closely into the Mini Goals surrounding that metric, and review Results. By stepping into the Mini Goal view you will be able to review what individuals and/or teams have goals set up around this specific metric. Reviewing Results allows you to see the specific data that is being accounted for and look at specific fields that may help you dive into why performance is currently at where it is.

The top drop-down menu allows you to choose which path your metric will be housed on and underneath that you will find Metric Title and Type. You can choose whatever you like for a title (add a description below) and for type you can choose from Number, Percent, Currency, Timespan, or Text. 

Next, you have different tabs within the metric settings allowing you to not only update the Data Source that the metric is pulling from, use Related Reports, and update more Advanced metric settings. 

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Data Source

As the image above shows, you have the ability to choose how you would like to pull in information for each metric. In this example, the data source is a report pulling from one of your sources we’ve integrated with such as Zendesk or Salesforce. To understand more about configurations, you can jump to the section labeled Configurations within this guide. Here we’re just able to view what report this metric is using along with how the report is being attributed, what timeframes the report is defaulted to if there is any type of conversion being used, and whether or not the report will support backfilling. Additionally, you have the option to treat a lack of results as zero. 

If you choose to create a metric that pulls data in from a calculation, you will be able to choose two metrics within the same path (or input specific values) and choose the operation you would like to perform with that data. For instance, you may create a calculated metric when you want to see Replies Per Ticket Today. This metric may be calculated by taking the Total # of Outbound Messages Today and dividing it by the number of Total Tickets Resolved Today. 

In addition to using configurations and calculated metrics, you can also input data manually to generate metric results. You can input values into the cells within the path, or you can have the information uploaded by CSV files.

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Advanced Settings

Within the metric settings, you will also find Advanced settings. These allow you to complete summary aggregation as an average, sum, percentage, calculated, or by NPS. You can also change the unit in which your metric is displayed. This can be anything you would like, common choices are Ratings, Messages, Tickets, Emails, Minutes, etc.

Additionally you have the ability to update what the chart will look like when displayed on the dashboard -- a line chart or a bar chart. You can also choose to exclude others who may be on vacation so their lack of results while they are gone does not affect the overall numbers of this metric. 

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Updating the Priority of a Metric

This is important because it allows you to place emphasis on specific metrics and actually add weight to metrics that make up your Health Scores. To understand more about Health Scores, check out that specific guide, but to understand how to adjust the priority levels, follow the steps below: 

1. Select the metric requiring updates
2. Click on the three dots in the upper right corner
3. Choose Metric settings
4. Choose the Priority level from the dropdown menu in the top right corner
5. Click Save to adopt your changes

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Timeframes

In addition to being able to update Priority Levels of a metric, you also now have the ability to update the Timeframe that a metric is being calculated for. Adjusting time frames allows you to remove the default time frame parameters and view the metric in whatever time frame you might like. For example, you can take a timeframe that typically looks at a metric over the last 7D or WTD and review them according to what metrics were like Yesterday. 

You may notice here that out of the metrics displayed in this path, 1 metric remains hidden from view because the report settings for that metric do not support that particular metric being adjusted to that specific time frame chosen. If you need additional information for that hidden metric, you can reach out to support and they will assist you with getting the necessary details. 

Metrics can also be viewed in a spreadsheet view and exported to a CSV file, allowing you to filter and generate queries around the necessary data needed for End of Month reports and the like. Simply choose a path other than Priority metrics, and select View Path.

Now the options are limitless, you can select the three dots in the upper right corner and Export to CSV, sync metrics, import data, and update settings. You can also view this spreadsheet by Highest Performers, Lowest Performers, Off Path, On Path, Passing, Failing, etc. 

Within the Path view, you are even able to arrange the metrics on the path by clicking on the Metric header and dragging it to place on the path, as shown in the GIF below.

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Goals

While goals do not have their own designated view within Pathlight because of the nature of their usage, they are an important part of understanding metrics. Goals are targets that an organization has set for each defined metric within Pathlight. These targets can be aimed at the whole organization, a group or team, or they can be set per individual representative. This is a great way to keep the company focused on key results. In addition to understanding the types of goals that are available, goals can also be looked at from a dynamic perspective. This means that goals can be differentiated by types of agents, agent start dates, whether frontline teams will be pacing to a goal, or whether they need to keep their goals under specific ceilings. There are many ways goals can be evaluated and even overridden, if necessary.

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Goal Terms

Automatic - Based off performance of peers - The average performance each day of everyone on your team. While we state an average, there is actually a slightly more complicated process that controls for variability where we take into account the extreme highs/lows that a frontline employee may experience.

Custom - Set an exact number - This allows you to create a goal as unique as you would like. Choose any number that the team/individual is to be working towards.

Pacing - Reach a number by the end of a goal period - This is a goal that allows your frontline team to work towards by an exact timeframe, i.e. reach 300 calls by the end of the month. By making 10 calls per day over 30 days, they will be right on track.

 

Target Overrides - These allow you to set specific targets for individuals or teams. By enabling a target override you can ask that a high-performing team work towards loftier goals by setting it as a team goal. 

Dynamic Filters - These enable the adjustment of goals by department, team, role, hire date, or an individual’s name. One scenario for this could be that a small set of new hires may need to work towards the overall organizational goal, but it could take some time to build up to it, setting smaller goals for them during their ramping period would allow them to take those steps without affecting the entire group or team.

Team Goal - You will find options to select “Is team goal?” within the goal settings as well. This means that each team member is working towards this target alongside their teammates. For instance, an organization sets a goal of 15 enrollments per person each month. However, a high achieving team wants to have a stretch goal of 100 enrollments within the month. By each team member contributing, the team can reach that goal if all 5 members obtain 20 enrollments each. Team goals are a great way to promote competition within the team (and across other teams) as well as drive performance.

Below are a couple of examples of goals in action:

This custom goal (above)  is set to “Above or pacing to an amount”, this allows frontline representatives to work towards a goal over a period of time such as CSAT. This organization has a CSAT average rating of 3.85 per individual, however, a target override has been set for a specific team. The US South team has been adjusted to meet a CSAT goal of 3.6 by the end of June. 

In the QA metric for this organization (above), the company asks that their frontline team paces towards a 9 for their goal, however, individuals hired on June 1, will be working towards reaching a QA score of 7. This is how dynamic filters can help groups, teams, or individuals work towards more manageable goals without having a negative impact on the organization’s metrics overall. If a target override ever needs to be removed or adjusted, simply click the X icon next to the goal and those affected will be adjusted back to the original target. There can be limitless overrides set on a goal, and Pathlight will utilize the most recent goal for a team or individual as their actual goal post on the metric.

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Updating Goals

1. Navigate to the Dashboard
2. Click on the metric chart to access that metric(If needed, open the Path that the metric needing updates are found on)
3. Click on the three dots in the upper right corner of the metric window
4. Choose Goal settings
5. Make any updates necessary to the Goal by changing it from Above or pacing to an amount, Below a limit, Automatic-Based off the performance of peers, Custom, or update any Target Overrides for specific teams/individuals
6. Save updates
7. Confirm the changes by clicking OK in the pop-up window
8. Now the updates will be visible on the Goal line of the metric chart (it may take a few minutes for it to sync)

Note: The organizational goal remains visible on the metric chart, overrides are only visible to the users affected.

To learn more about Metrics and Goals, feel free to visit our Help Center. If an article there does not answer your question, just let us know and we will be happy to create and share that knowledge with you!

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Communication

The Communication tab allows managers to understand how they are doing with giving/receiving feedback but also allows directors to understand how those communications are happening. 

The ability to see how many 1-on-1s, Mini Goals, Applause, and Coachings are being completed throughout the work week really provides lots of insights around how the team is being managed and where the manager’s focus is at. Coverage indicates if a team member has been communicated with at all and total coverage is tallied at the bottom of the Communication view to provide an overall Communication Score. Managers should aim to have complete coverage throughout the week and with a variety of methods. They may not all always be applicable, but some communication with each team member is necessary in order to reach a positive outcome.

As a manager, the ability to provide more communications can occur within the Communication view. Simply click on the team member’s name requiring more communication and their profile page will open.

From here you can schedule a New 1-on-1, set a New Mini Goal, send an Applause or Coaching Message.

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Mini Goals

A Mini goal is a short-term goal to drive focus on closing a gap or striving for a stretch target for a metric. Both frontline members and team leaders can create Mini Goals by defining a target and end date. As a manager, access to all of your team or group’s Mini Goals allows you to keep track of how they are progressing towards those goals. Once a Mini Goal has been achieved, you will not only see it displayed here, but you will receive a Pathlight notification that it has been achieved and have the ability to celebrate that accomplishment with your direct reports. The same is true for missed Mini Goals, you will see that it has not been reached within this view, or receive a Pathlight notification, and then can provide coaching.

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How to Create a Mini Goal

1. Open the Dashboard
2. Select the Mini Goal tab
3. Select the New Mini Goal button
4. Select an assignee (person accountable for a Mini goal) 
5. Select a metric
6. Add a target
7. Add an end date (Keep in mind - Mini Goals are shorter and should be completed prior to the overall team/group goal)
8. Add a message to add extra motivation
9. Select Create a mini goal
10. Once created, a Pathlight message will be created with the mini goal details and the assignee will be notified.

Note: Mini goals are unable to be edited, so once they are set, you can only delete the mini goal. To delete a Mini Goal simply navigate to the Mini Goals tab of the dashboard, click on the three dots located next to the goal you wish to delete, and select Delete. You can then create the mini goal with your necessary updates. 

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Contests

Contests are also found within the Mini Goals view. A contest helps rally a team’s performance around a metric through friendly competition. Team leaders can create a contest for any frontline team by defining a metric and deadline.

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How to Create a Contest

1. Open the Dashboard
2. Select the Mini Goal tab
3. Select New Mini Goal button
4. Select the Contest tab
5. Select a team
6. Select a metric for the contest
7. Add an end date
8. Add a message to rally the team
9. Select Create
10. Once created, the team will receive a Pathlight message with the contest details and a live leaderboard that will stay up-to-date until the contest ends. 

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People

This is where you are able to manage the details of your team and your personal profile.

Here you can gauge where each team member’s Health Score is at and ensure they are active within Pathlight. If a member needs to be invited to Pathlight, this can be done here. In addition to that, team members can be added or removed by using the People view. 

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Add a Team Member

1. Navigate to the People view of the Dashboard
2. Type the name of the person needing to be added to the team in the Search Bar
   • A window will pop up asking you to create their profile. Update their name and email fields. , you will need to Invite them to Pathlight. This can be done by clicking on the Invite to Pathlight button next to their name in the People list.
   • If they already have a People account within Pathlight, their name will appear when typing and you can simply click on their name to add them to the team.

• If they do not already have a People account within Pathlight, you will be given the option to Create a new person (insert name)
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Remove a Team Member

1. Navigate to the People view of the Dashboard
2. Type the name of the team member needing to be removed from the team using the Search Bar
3. Once found, click on the three dots next to the team member’s last active state
4. Click Remove from team

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Edit Team

Editing the Team details can also be done from the People view. You have options to change the name of the team, update the Parent Group, update the Team Leader, Add/Remove Viewers, Timezone, and even integrate Slack, so notifications can be sent to a designated channel for even more visibility.

If the team no longer exists and restructuring within the organization is done, you can even choose to Delete team entirely. Editing teams is only possible for specific levels of access.

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Adding Viewers

Adding a viewer may be necessary when updating teams. Viewers are typically those within roles in the organization that does not require them to be a part of a team directly, but they may need to understand how the team is performing or have access to specific metrics and information within various groups. One thing to understand about adding a viewer is that they must have a People account within Pathlight, they must be invited, and be added to a group in order to have access to group/team dashboards. This process may require additional steps from support, so please reach out to support@pathlight.com if you encounter any concerns. 

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Configuration

Within the Configuration view you have the ability to search through your organization's metrics, paths and queries as well as create new ones. On the main page, you can use the Search by metric name option to find the metric or filter specific metrics by type. 

By clicking into a metric you have the capabilities to update the query (report) that the metric is built upon. You can choose/update the following items: datasource (Zendesk, Salesforce, Google Sheets, etc.), filters, attribution, timeframe, aggregation, drilldowns. Each of these items will allow you to build out your metric as you choose. You can even update some additional settings by clicking into the Advanced tab and updating formatting, measurements, or related reports. Once done with Advanced, navigate back to Query and you'll test your updates by clicking Refresh Results. Doing this will run the new or updated query before saving it to ensure it's pulling in data appropriately. Once you've confirmed the data is correct, Save your updates for these to take effect. 

The Paths view within Configuration allows you to search for specific paths, update the path settings by clicking on the three dots to the right of the path details. You can change titles of paths, descriptions, who the path is shared with (editors can make changes to the paths, whereas viewers will be able to view the path even if they are not on a team that is on the path.)

Additionally, the Queries view under Configuration allows you to search for all queries regardless of which metric they are tied to and will allow you to make updates exactly how you could from the metric settings.

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Scorecards

Scorecards within Pathlight allow your QA team to streamline its process. They are able to easily ensure that agents are meeting your organization's standards all from one view within Pathlight. You'll see the Scorecard view has three components to it: a searchable list of scorecards completed, the scorecard itself, and the ticket that the scorecard is associated with. By inputting the record URL, all of the data from the ticket (whether chat record or call record) gets pulled in and the QA representative can complete everything from this view. As an admin, you have the ability to create and complete scorecards at any time.

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Support

This will put you in touch with our Support Team. You have the ability to ask questions, read articles in our Help Center, or you can later reach out to the team via support@pathlight.com.

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Settings

Within the Settings section, you are able to update your Notification settings, set Alerts, manage data Integrations, maintain Templates, send Scheduled messages, and manage Members of your organization within Pathlight.

Within this section, we will go over: 

• Notifications 
• Allowing Web browser notifications
• Alerts 
• Integrations 
• How to Integrate with Google Calendar 
• Templates 
• Creating and Using a Template 
• Members 

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Notifications

Here you have the ability to update how you would like to be notified by Pathlight. You can opt in to send notifications only during business hours. Additionally, each type of notification allows for your decision on how you would like to receive these. You can opt into Email or Mobile notifications for any of these, or uncheck all of them to opt out of receiving notifications. Ensure you Save settings once you have made your updates. 

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Allowing Web browser notifications

Anytime that you receive a notification from Pathlight, it will show up as a badge on top of the bell icon. These can be anything from upcoming 1-on-1s to comments on an announcement. These will help you see any activity that you have notifications set up for. Your settings for notifications can be found in the next section.

Keep in mind that this does not enable browser notifications. In order to enable browser notifications, you must click on the Lock icon within your address bar. Then choose Allow from the Notifications dropdown menu.

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Alerts

Alerts are slightly different from standard notifications within Pathlight. When you create an alert, you are setting up a specific trigger for your metrics. For instance, if a metric dips far below a targeted threshold for a specific group, you can have a trigger that will alert you (only you) that the metric is falling beyond a comfortable range for you. Your alerts will allow you to dial in on things you care most about.

Once the alert has been saved, by default you will begin receiving notifications for this metric. You can mute those at any time by turning off the alerts for the metric, or delete it entirely if you no longer want to monitor this.

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Integrations

Data integrations allow you and your organization to connect to data warehouses in order to pull in data that populates Pathlight's paths and metrics. Administrators will typically be the only ones setting up these API connections, but you can choose to integrate with communications software like Google and Slack to maintain visibility and notifications through those connections as well.

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How to Integrate with Google Calendar

1. Go to the navigation bar and select the Settings icon
2. Select Integrations
3. Select Connect Google under the Communication Section
4. Once you select Connect Google you will be rerouted to the Home page
5. Confirm connection by following steps 1 - 2 to navigate back to the Integrations screen

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Templates 

Here you will find any available Message or 1-on-1 templates available to you. Once a template is made public, it is available to anyone within the organization, but you may also access your own private templates here as well.

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Creating and Using a Template

1. Navigate to New Template (This can be done in the Settings > Templates view or by clicking on the + Icon in the left navigation bar, underneath the Pathlight logo).
2. Give your template a name and select the Category (this can be Note, Coaching, Applause, 1-on-1, or Announcement)
3. Check the box if you would like to Make Public
4. Begin filling in the message body with the type that you would like to include in your template.
5. You can embed a Metric chart, Metric leaderboard, Inline metric value, Metric query results, Metric health summary, Communication summary, Image, GIF, or Video into your message body.  (Keep in mind that a chart will not populate with data unless you are using the template with an individual or team’s data input.)
6. After you have created your template, be sure to Save
7. You will be able to see your template within the Templates section of Pathlight, other users will now have access to it as well, if made public.
8. Now when you wish to use the template, you can access by clicking on the + Icon on the left navigation bar (it will change to an X once clicked upon)
9. Select From template
10. The new template will populate and you can add the recipient, Request acknowledgment, and fill in the sections of your template that require further input. 
11. If you would like to make the message available for others to edit, click on the three dots next to Request Acknowledgement.
12. Click on the button stating Allow others to edit 
13. Once you have completed your message, click Share

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Members

This section allows you to have visibility on all the Pathlight members that are currently a part of your organization. You will be able to add new members here as well as resend an invite, edit their profile, or remove them from the organization’s instance of Pathlight.

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Account

You have the option to update your Settings, Edit Profile, Help, Download mobile apps, or Logout.

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Edit Profile

You have the option to update your profile with more details about yourself that becomes visible for those in your organization to view anytime they visit your profile card. Here the information you share is completely optional. Default visibility is given regarding your name, email, home group, team, and timezone. Beyond that, you can update your birthdate, schedule, mobile number, interests, and title as you wish.

Within this section, we will go over: 

• Schedules
• Manager

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Schedules

The ability to send out scheduled messages is also available within Pathlight. In this section you are able to utilize a previously created template by clicking New message schedule. Having this functionality allows you to send out metrics or announcements on a regular cadence. All you have to do is select the Start or End drop down menus and choose the timeframe.

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Manager

 

Within this tab, a manager will be able to include more information about themselves. 

 

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Help

This will trigger a new window to open and allow you to access the Pathlight Help Center. You will find common articles used and be able to reach out to support should you need further assistance.

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Download Mobile Apps

When clicking on the Download mobile apps icon, it will direct you to this link, a window will open giving you the ability to jump into the App Store (iOS) or Google Play Store (Android) and download the Pathlight app to your mobile devices. 

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We hope this was helpful! If you have any questions or need further assistance, please contact us at support@pathlight.com.