Ovenden Software / BG-Demo – Training
Callcompleted
Ovenden Software · 19 Jul 2024 11:30
Callie trained Louise and Aaron on pages, search, chat and the dashboards builder. They were receptive and want teams building their own dashboards. Dashboard permissions remain an open question.
What was said
What this says
As at Fri 9 Oct 2026Callie trained Louise and Aaron on pages, search, chat and the dashboards builder. They were receptive and want teams building their own dashboards. Dashboard permissions remain an open question.
What happened: Callie covered pages, search, the dashboards builder and chat over an hour. She stressed that chat answers are only as current as the last refresh.
Customer view: Louise said teams keep asking her for reports and she wants them using the dashboards builder. Aaron liked seeing usage beside tickets and said the session was really useful.
Commercial: Callie said the builder is on the Growth package, so it is part of what the customer pays for. Teams building their own dashboards would show investment and support the renewal case.
Watch: Aaron wants to return to dashboard permissions. Callie also flagged a fall in active users as the early warning.
Themes
As at Fri 9 Oct 2026Theme
Product training and dashboards
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Aaron Crowther to send his dashboard permissions questions to Callie Brennan.
- Louise Sutcliffe to build a first dashboard with a team lead around one frequent question.
Risks
As at Fri 9 Oct 2026- Dashboards owned by admins could stall if the admins are busy.
- Search returns the wrong tickets unless names match the helpdesk exactly, which could cost trust.
Opportunities
As at Fri 9 Oct 2026- Louise wants team leads to build their own dashboards, which would deepen use of the Growth tier.
Transcript
Callie BrennanMorning both, good morning. Right, this is the training for the next hour. The plan is the pages first, then search, then the dashboards builder, and questions at the end. Shout if you want me to stop.
Louise SutcliffeMorning Callie. Go on, we're ready. Aaron's got the screen up.
Aaron CrowtherYeah, I'm sharing. Can you see the pages list? Looks a bit empty.- Callie BrennanIt'll fill up. The pages are where people start, so I'd show them the team pages first, then the search bar, and then the chat.
- Louise SutcliffeIs the chat the bit people will actually use? I think they'll try it first.
- Callie BrennanThey do, and that's fine, it's the easiest one to start with. Just make sure they know it answers from the data we've indexed, so it's only as current as the last refresh.
- Aaron CrowtherGood, that's the thing I need to say to them. Last refresh, not live.
- Callie BrennanExactly. Right, let's go into a page.
- Callie BrennanSo this one is the team page for the timesheet side. You can see the records indexed and the last refresh time at the top. If that time's old, don't trust the answer.
- Louise SutcliffeRight. Can it tell me who's asking the questions?
- Callie BrennanIt shows who asks, yes, and it's a good way to see if one person is carrying the whole thing. That's a key-person risk, which Marcus will want to see.
- Aaron CrowtherGood. So that's the usage page for admins.
- Callie BrennanYes. And a fall in active users is the one to watch. If people stop asking, that's the early warning, before anybody complains.
- Aaron CrowtherSorry, quick one. The search. If I type a category name, does it need to match exactly, or can I type a bit of it?
- Callie BrennanPartly. It'll match close names, but it's safer to match the helpdesk name exactly, otherwise you get the wrong set of tickets, and that's how people lose faith.
- Louise SutcliffeRight. So the search is only as good as the names we've mapped.
- Callie BrennanYes. That's why we did the codes properly. Let me show you the search. Type the name in the bar, and the results come up with the usage beside them.
- Aaron CrowtherOh, that's handy. I'd not seen the usage sitting next to the tickets before.
- Callie BrennanThat's the bit Louise wanted, so it's good to see it land. Try a different one now, Aaron, your choice.
- Callie BrennanRight, now the dashboards builder. This is on the Growth package, so it's one of the things you're paying for. It lets a team build its own view, and it shows you the investment the customer's put in.
- Louise SutcliffeThat's the bit I'd like the teams to use, honestly. They keep asking me for reports.
- Callie BrennanThen build the first one together, with a team lead. Start with one question they ask all the time, and make it a page they can keep.
- Aaron CrowtherWho builds it? Us or them?
- Callie BrennanThem, with you helping. I'd rather the team owns the dashboard than the admin, or it dies when the admin is busy.
- Louise SutcliffeI'm going to ask the obvious thing. Who can see the dashboards? Is it everyone in the company?
- Callie BrennanYou control that by team. Each dashboard has a list of who can see it, and I'd set it to the team first, then widen it once it's proven.
- Aaron CrowtherOkay. And can I see a dashboard someone else built, without being an admin?
- Callie BrennanIf they've shared it with you, yes. If not, no. That's deliberate, so keep it in mind when you set the rules.
- Callie BrennanRight, I'm nearly done. Summary: pages for the team, search for the questions, dashboards built with a team lead, and the chat is last refresh, not live.
- Louise SutcliffeGood, I'll write that down. Thanks Callie.
- Aaron CrowtherThanks, that's really useful. Can I come back to you about the dashboard permissions?
- Callie BrennanOf course. Email me or drop it in the form, and I'll book a short slot.
- Louise SutcliffeLovely. Bye Callie.
- Callie BrennanBye, both. Thanks for the questions. Speak soon.
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