Who gets the Daily Alerts and monthly CCS Feedback reports, and the content of each report, depends on:

• The report type.
• The Support Groups that individual Contacts are associated with (as a Support Lead or an Also Alert).
• The 'Also Alerts for SR Only?' setting in your Preferences.
• The 'Department CCS Reporting Preference' setting in your Preferences.

These rules describe what report each of your Contacts will get:

Support Leads & Also Alerts of all Support Groups (Teams and Departments)

• Support Leads will get both the Daily Alerts and monthly CCS Feedback reports, containing feedback for their Support Groups.
• Also Alerts will always get Daily Alerts, containing feedback for their Support Groups.
• Also Alerts will also get the monthly CCS Feedback reports, containing feedback for their Support Groups, when 'Also Alerts for SR Only?' is 'No'. 

Support Leads & Also Alerts of Departments

• Support Leads of Departments will get the reports listed in 'Department CCS Reporting Preference', containing feedback for the Teams that belong to their Departments.
• Also Alerts of Departments will get the reports listed in 'Department CCS Reporting Preference', containing feedback for the Teams that belong to their Departments, when 'Also Alerts for SR Only?' is 'No'. 

Here's an example of who will receive what report and what the contents of each report will be.

Let's say we have four Support Groups:

• Two Departments, Service Delivery and Architecture (shown in orange in the diagram below, SDel & Arch).
• Two Teams, Service Desk and Genius Bar (shown in green in the diagram below, SDesk & GeniusB).

Each Support Group has a Support Lead and an Also Alert (AA). Like this:

Note that one Contact, David, is the Also Alert for two Support Groups - Arch and GeniusB.

The table below shows you the reports that each of these people would receive, based on different combinations of the 'Also Alerts for SR Only' and 'Department CCS Reporting Preference' field found in your Instance Preferences.

For example, Alice (the Also Alert of Department SDel) will only receive the monthly CCS Feedback report when 'Also Alerts for SR Only' is set to 'No'.  The contents of that report depends on the 'Department CCS Reporting Preference' field.  When that field does not include "Monthly", Alice's report will only include the feedback received directly for SDel.  When that field includes "Monthly", Alice's report will include the feedback received for SDel AND the feedback received for the Teams that are part of her Department, SDesk and GeniusB.