Line Chart Widget

The Line Chart widget helps you visualize changes in survey and segment metrics over time or across selected categories. You can use it to track Count, Average, NPS, CSAT, or CES and compare multiple groups using custom variables or questions.

The Line Chart supports data from both Survey and Segments sources. You can configure the X-axis, Y-axis, grouping, date range, filters, and appearance settings based on the selected source and metric.

1. Open your Customer Experience dashboard.
2. Click Add Widget.
3. Select Line Chart.
4. Select the required data source.
5. Configure the X-axis, Y-axis, and optional Group by settings.
6. Configure the date range and widget filters.
7. Customize the chart appearance from the Settings tab.
8. Save the widget.

The Line Chart supports two data sources:

• Survey: Uses responses from a selected survey.
• Segments: Uses data from one or more selected segments.

When Survey is selected as the source, select one survey to configure the chart.

For the X-axis, you can select one of the following:

• Question: Select a question and then select one or more answer options. All available answer options are selected by default, and at least one answer is required.
• Custom variable: Select Variable 1–100 and choose up to 50 values. All available values are selected by default.
• Segments: Select one or more segments. There is no upper limit on the number of segments.

The Y-axis determines the metric displayed in the chart.

When Segments is selected as the source, there is no survey picker. The selected segments are used as the X-axis.

You can select one or more segments, with no upper limit.

The available Y-axis metrics are:

• Count
• NPS
• CSAT
• CES

The Average metric is not available when Segments is selected as the source.

The available Y-axis metrics depend on the selected data source.

For a Survey source, you can select:

• Count: Displays the number of responses.
• Average: Displays the average value for the selected survey question.
• NPS: Displays the Net Promoter Score.
• CSAT: Displays the Customer Satisfaction score.
• CES: Displays the Customer Effort Score.

For a Segments source, you can select Count, NPS, CSAT, or CES.

A metric question is required for every metric except Count when using a Survey source.

The metric question must meet the following requirements:

• NPS: Select an NPS question or a question with the custom score type NPS.
• CSAT: Select a CSAT question or a question with the custom score type CSAT.
• CES: Select a CES question. Custom score types are not supported for CES.
• Average: Any survey question can be selected.

When Segments is the source, a metric question is not required because the score is calculated using the responses within each selected segment.

The Mean CSAT option is available when CSAT is selected as the Y-axis metric.

When the option is turned off, CSAT is displayed as a percentage by default.

When the option is turned on, the chart displays Mean CSAT on a 0–10 scale.

Yes. The Group by option allows you to compare additional categories within the selected X-axis.

When the X-axis is a Question, you can group the data by a custom variable and select up to 30 values. The first 10 values are selected by default.

When the X-axis is a Custom variable, you can group the data by a question and select up to 30 answer options.

Group by is not available when Segments is selected as the X-axis.

By default, the Line Chart uses the dashboard date range.

To use a different date range for the widget, enable Use widget date filter and select one of the following options:

• Last 7 days
• Last 30 days
• Last 90 days
• Last 365 days
• Custom date range

The default widget date range is Last 30 days.

You can add up to 10 widget-level filter conditions. All widget filter conditions are applied together using an AND relationship.

The available filters depend on the selected source and include:

• Segment: Select one segment.
• Question: Select a question from the widget's survey and then select its answer options.
• Custom variable: Select Variable 1–100 and then select the required values.
• Survey: Available for widgets using the Segments source. Select one or more surveys.

The widget date range is configured separately in the Configuration tab and does not count toward the 10 widget filter conditions.

Dashboard filters always apply to every widget on the dashboard. Widget-level filters can only narrow the data further and cannot widen the dashboard filter selection.

Dashboard filters can include:

• Date range
• Segments
• Custom variables
• Question responses
• Response status

All dashboard filters are applied together. You can use up to 10 filters in addition to the date range.

If both dashboard and widget filters are configured for the same data, only records matching both selections are included.

The Settings tab provides options to customize how the chart is displayed.

The available settings include:

• Tooltip: Turn tooltips on or off. On by default.
• Legend: Show or hide the chart legend. On by default.
• Axis lines: Show or hide axis lines. On by default.
• Chart labels: Show or hide labels on the chart. Off by default.
• Grid lines: Turn grid lines off or select Solid or Dotted.
• Axis labels: Use default labels or add custom X-axis and Y-axis labels, up to 50 characters.
• Line style: Select Straight or Smooth. Straight is selected by default.
• Theme: Use the dashboard theme or select a custom theme.

Yes. You can add up to three benchmark lines to the chart.

Each benchmark can be configured with:

• Benchmark name
• Benchmark value
• Line colour
• Line style: Solid, Dashed, or Dotted

Benchmarks provide a visual reference for comparing chart values against defined targets or thresholds.

Count represents the number of responses included in the selected data and filters.

Average represents the arithmetic mean of responses to the selected metric question.

NPS is calculated using the selected NPS metric question.

CSAT is calculated using the selected CSAT metric question. When Mean CSAT is enabled, the chart displays the mean score on a 0–10 scale instead of the default CSAT percentage.

CES is calculated using the selected CES question and its configured CES scale.

Count values are displayed as whole numbers. Other metric values use the decimal precision configured for the dashboard.

When Use widget date filter is enabled, the Line Chart uses only the overlap between the dashboard date range and the widget date range.

If there is no overlap between the two date ranges, the widget displays no data.

If the selected dashboard filters and widget filters have no matching records, the Line Chart displays an empty data state because there are no responses that satisfy all applied conditions.

A Line Chart is useful for showing progression and comparing changes across an ordered X-axis, while a Bar Chart is generally used to compare values across discrete categories.

Use a Line Chart when the relationship or movement between points is important, such as tracking a metric across dates or comparing trends between groups.

• Use a meaningful X-axis that makes the progression or comparison easy to understand.
• Choose a metric that directly supports the question you are trying to answer.
• Use Group by when comparing trends across meaningful categories.
• Avoid selecting too many groups when it makes the chart difficult to read.
• Use benchmarks to show performance against important targets.
• Use dashboard filters to create a consistent analysis across widgets and widget filters for more specific analysis.
• Use a custom date range when you need to analyze a specific reporting period.
• Use the Smooth line style when it improves readability, but use Straight when individual point-to-point changes need to remain clear.

Can I use multiple surveys with the Survey source?

No. The Survey source allows one survey to be selected.

Can I use Average with the Segments source?

No. Average is available only when the Survey source is selected.

Can I group data by segments?

No. Group by is unavailable when Segments is selected as the X-axis.

How many custom variable values can I select?

For a Custom variable X-axis, you can select up to 50 values. Group by custom variable supports up to 30 values.

How many benchmarks can I add?

You can add up to three benchmark lines.

Can I customize the line style?

Yes. You can select Straight or Smooth line styles. Straight is the default.