Purpose & Audience: Public display of latest compliments, complaints and suggestions. All types of feedback can be shown or just a subset of the types (e.g. just Compliments).

Name: ccs/feedback

• rgid Optional. Display feedback for the Team or Department with this Support Group Code. When omitted, all feedback will be displayed.
• combine  Optional.  When y, displays feedback from all surveys received for the Department and the Teams that belong to that Department. When n, displays feedback just from surveys received for the Department. This parameter is ignored when the Support Group Code specifies a Team rather than a Department.
• ccstypes Optional. Any combination of three 1s and 0s, enabling you to choose what sort of feedback to display, e.g. 100 for Compliments only; 010 for Complaints only; 011 for Complaints and Suggestions. Defaults to 111.

For more information see: CCS feedback slider

Purpose & Audience: Provides service improvement or customer care staff with on-demand access to compliments, complaints and suggestions in CSV or PDF format. Report is emailed as an email attachment. Used for identifying feedback themes and collecting customer feedback for staff performance management.

As well as on-demand, Support Leads are automatically sent this report, containing the last 30 days of CCS feedback for their Support Group, on the 1st of each month.

Name: ccs/survey-responses

• rgid Optional. Include CCS feedback for the Team or Department with this Support Group Code. When omitted, all feedback will be included.
• combine  Optional.  Only used when rgid specified. When y, includes CCS feedback for the Department and for the Teams that belong to that Department. When n, includes feedback just for the Department. This parameter is ignored when the Support Group Code specifies a Team rather than a Department.
• format Optional. The format of the report, csv or pdf.
• from Optional. Include feedback received on or after this date, yyyy-mm-dd.
• to Optional.  Include feedback received on or before this date, yyyy-mm-dd.
• ccstypes Optional. Any combination of three 1s and 0s, enabling you to choose what sort of feedback to include in the report, e.g. 100 for Compliments only; 010 for Complaints only; 011 for Complaints and Suggestions. Defaults to 111.
• sendto Optional. Specify who to email the report to - admin, lead, select or an authorised email address, e.g. [email protected].

For more information see: CCS feedback report

Purpose & Audience: Dashboards are collections of interactive charts and tables that enable customer satisfaction to be analysed by managers, or anyone charged with using customer feedback to drive service improvement.

Name: dashboard

• dashid Mandatory. Specify which dashboard you wish to view: Parameter values are: ccs (Compliments, Complaints & Suggestions).
• grid Optional. When y, displays grid lines between charts and tables shown on the dashboard. When n, no gridlines are shown. Defaults to n.

For more information see: Interactive Dashboards