CIOPulse Knowledge Base

1.2 CCS feedback report

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A report listing CCS feedback can be accessed using the URL described below. Depending on the parameters used, the report is either emailed to the CIOPulse administrator or a Support Lead.

The report is available as a PDF or a CSV file. The PDF is described below. The columns in the CSV file are identical to the columns in the PDF report.

The Compliments, Complaints & Suggestions report provides:

  1. The selection criteria specified via the parameters in the URL.
  2. The date the CCS feedback was received.
  3. The name of the Support Group (as provided in the rgid parameter of the CCS form URL)
  4. The reference number for the feedback (this number is automatically generated by CIOPulse)
  5. The type of feedback - Compliment, Complaint or Suggestion. Feedback is colour-coded based on this type - Green for Compliments, Red for Complaints and Blue for Suggestions.
  6. Whether or not the customer wants to be contacted in relation to this feedback.
  7. Customer contact details provided by the customer if they want to be contacted (or are happy to be contacted).
  8. The customer's verbatim feedback

Forming the URL

To request a CCS feedback report, use this URL

https://app.cio-pulse.com/ccs/survey-responses?cpc={your Client Portal Code}

You can use any of the following parameters, prefixing each parameter name with a &:

  • rgid Optional. Include CCS feedback for the Team or Department with this Support Group Code.
  • 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 CCS feedback just for the Department. This parameter is ignored when the Support Group Code specifies a Team rather than a Department. You can learn more about how the combine parameter works, in this article.
  • sort Optional. Specify a sort sequence from five predefined options, 1-5. (refer below for more information).
  • format Optional. The format of the report, csv or pdf.
  • sendto Optional. Specify who to email the report to - admin, lead, select or an authorised email address, e.g. [email protected].  See below for more information.
  • limit Optional. Specify a number, n, to limit the amount of feedback to the most recent n submissions that meet the selection criteria. n must be 10000 or less.
  • from Optional. Include CCS feedbackreceived on or after this date, yyyy-mm-dd.
  • to Optional.  Include CCS 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 Compliments. Defaults to 111.

If the limit parameter is used, the from and to parameters are ignored.

The CSV extract and PDF report are both limited to a maximum of 10000 CCS responses.

Understanding the &sendto= parameter

The sendto parameter is used to specify who to email the CCS feedback report to: admin, lead, select or an authorised email address, e.g. [email protected].

When lead specified, the report will be emailed to the support lead of the Support Group with the specified Support Group Code.

When sendto=admin is specified, the report will be emailed to the 'Send-to Administrator' specified in your Preferences. If the the 'Send-to Administrator' field is blank in your Preferences, CIOPulse will send the report to the Master Administrator for your organisation.

When sendto=select, a dialog box will appear, enabling you to choose from a list of authorised recipients. Authorised email addresses are maintained in your Preferences ('Additional Send-to Recipients' field).

Omitting the sendto parameter is the same as specifying sendto=lead when rgid is specified, otherwise defaults to sendto=lead.

Sort sequences

The sort parameter is used to sort the survey responses in the PDF report.

The sort parameter accepts any of these values:

  • 1 CCS feedback date, ascending (default sort sequence when a sort option is not specified).
  • 2 CCS feedback date, descending.
  • 3 CCS feedback type, ascending.
  • 4 CCS feedback type, descending.
  • 5 Support Group name, ascending.
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Compliment, Complaints & Suggestions

1. CCS - Accessing Information 6