CIOPulse provides you with a (growing) number of dashboards that enable you to better understand your customer satisfaction data via interactive charts and tables.
Dates/times in all dashboards are GMT unless the Timezone filter is used to change the timezone.
How to access the dashboards
To access a dashboard, use this URL:
https://app.cio-pulse.com/dashboard?cpc={your Client Portal Code}Use these parameters, prefixing each parameter name with a &:
-
dashidMandatory. Specify the dashboard code of the dashboard you wish to view. Refer the table below. -
rgidOptional. Specify the Support Group Code of a Team or Department to just show data for that Support Group in the dashboard. You can also specify a comma-separated list of Support Group Codes (e.g.&rgid=t123,t456,t789). The list must either be a list of Teams from the same Department, or a list of Departments. It cannot be a mix of Teams and Departments. This parameter is only allowed for dashboards that have Department and Team filters. -
gridOptional. Wheny, displays grid lines between charts and tables shown on the dashboard. Whenn, no gridlines are shown. Defaults toy.
See this article to learn how to pre-filter dashboards so that, when they open, they display only the data for one or more Support Groups.
The available dashboards for transactional surveys
The available dashboards are listed in the table below.
To view a particular dashboard, use the dashid parameter with the Dashboard Code shown.
| Dashboard Code | Description |
|---|---|
AGNPS |
Agent Net Promoter Scores. Ideal for preparing for coaching sessions with individual agents. Replaces retired AGNPS dashboard. |
| Accessible via The Portal only |
Communications Log.View, search, sort and filter the log of all emails and SMS messages sent by CIOPulse. Shows Contacts with invalid contact details. |
KDA |
Key Driver Analysis based on surveys collected by the 3-question survey. What do your customers see as your strengths and weaknesses based on their support experiences? |
NPSA |
Net Promoter Analysis for Teams, Departments, Segments and Overall. Unlike the Net Promoter Scores shown on the Customer Satisfaction Gauge and monthly Customer Satisfaction Report, the Net Promoter Scores shown on this dashboard are based on the values of the Date Range and Aggregation filters. |
SRES |
Survey Responses. View, search, sort and filter all survey responses from the 3-question survey. |
SRP |
Service Recovery Performance. Track how quickly Support Groups are contacting unhappy customers. Will only contain data if you are using the Service Recovery Notes feature. |
|
Accessible via The Portal only |
Team/Department Structure. Check the setup of your Support Groups and Contacts. |
The dashboards available for other 'listening posts' are described here:
This article explains how to navigate, filter and search the dashboards. The article also explains how to pre-filter dashboards so that they load with the data already filtered for one or more Support Groups. Pre-filtering can also be used to open the dashboard with dates set to a particular timezone.