On Sunday 13 September 2020 (AEDT), we're releasing some enhancements to the two automated Compliments, Complaints & Suggestions reports:
- CCS Alerts (daily)
- Monthly CCS Feedback
These enhancements will reduce the number of emails we send, issue the reports at your Alert Time, and make the date ranges of the report content more intuitive.
These enhancements match those we made to the Transactional Survey reporting in September 2020.
Change of email subjects
The subject of the daily CCS email will become "CIOPulse CCS Alerts for {contact_name} - {report date}".
The subject of the monthly CCS email will become "CIOPulse Monthly CCS Feedback for {contact_name} - {report month}".
Consolidation of Support Groups
Rather than getting an email/report per Support Group, each Contact will only get one email/report showing CCS feedback for all the Support Groups they're associated with.
For example, if Sam is the Support Lead for the Service Desk and an Also Alert for Field Support and The Genius Bar, Sam will no longer get (up to) three separate CCS emails/reports each day. Sam will only get one, listing CCS feedback for all three Support Groups.
Support Group information in emails
The report emails will include a list of the Support Groups whose feedback may be included in the attached report.
The Support Groups listed in the email will depend on:
- Which Support Groups the Contact is a Support Lead or Also Alert for.
- The setting of the 'Also Alerts For SR Only' flag in your Preferences. When this is set to 'Yes', Also Alerts only get notified of daily CCS Alerts. When this is set to 'No', Also Alerts get the same daily CCS Alerts and monthly CCS Feedback information as Support Leads.
- The setting of a new 'Department CCS Reporting Preference' field in your Preferences. This governs what feedback Department Leads (and Also Alerts for Departments) get about the teams that belong to their department.
New 'Department CCS Reporting Preference' field in Preferences
The 'Department Reporting Preference' field in your Instance Preferences has been renamed to 'Department TS Reporting Preference' to clearly indicate that this setting only relates to the automated reports for Transactional Surveys.
A new 'Department CCS Reporting Preference' field has been added to your Instance Preferences to tell CIOPulse what reports you want sent to Department Leads. This fields defaults to 'None'.
Changes to the issue time and reporting period of both reports
CCS Alerts (Daily)
The CCS Alerts report currently includes feedback submitted up to midnight of the day before the alert. For example, if a customer submits a Complaint at 7am on Monday, and your daily Alert Time is 8am, you would not be notified of that feedback until 8am on Tuesday.
Going forward, the daily CCS Alerts report will include feedback in the 24 hours up to your Alert Time. For example, if a user submits a complaint at 7am on Monday, and your daily Alert Time is 8am, you will be notified of that complaint at 8am on Monday.
This change enables more a more timely response to feedback.
CCS Feedback (Monthly)
The CCS Feedback report is currently issued at 8:30am Melbourne/Sydney time on the 1st of each month. It includes all feedback from 30 days ago to the issue time.
Going forward, the report will be issued at your Alert Time on the 1st of each month. It will include all feedback received in the previous calendar month.
This change makes the date range of the monthly report more intuitive, especially for clients outside of the Melbourne/Sydney timezone.
CSV file attachments
The daily CCS Alerts and monthly CCS Feedback emails will include CSV attachments as well as the PDF report.
Minor changes to date format
Various changes/standardisation of the date/time format shown in email subjects, email bodies, SMS alert messages, report sub-headings and filenames. E.g. 2020-08 will become August 2020.