For performance reasons, filter values are cached and updated every 6 hours. If, for example, you start receiving surveys for a new team (Support Group), there will be a delay of up to 6 hours before that new team appears in the Team filter. Another example, would be where you change the Team-Department structure - the changes won't appear in the filters immediately.
Data on the dashboards is also cached and updated every 15 minutes. If, for example, you add Service Recovery Notes to a survey response, it may take up to 15 minutes for the 'SR' column to be updated on the Survey Responses (SRES) dashboard. There may also be up to a 15 minute delay before newly submitted surveys appear on a dashboard.
With the exception of the relationship survey dashboards (&dashid=RSRES, RSSER, RSNPS), dates/times in the interactive dashboards default to your timezone, as set in the Preferences in the Portal.
The Timezone filter of these dashboards can be set using the &tz= parameter in the dashboard URL (see 'Pre-Filtering Dashboards' below), or by using the Timezone filter when the dashboard has loaded.
CIOPulse provides you with a (growing) number of dashboards that enable you to better understand your customer satisfaction data via interactive charts and tables:
- Transactional survey dashboards.
- Relationship survey dashboards.
- The Compliments, Complaints and Suggestions dashboard.
This article explains the features common to all dashboards that will help you interact with them.
Understanding each dashboard element
Understanding each dashboard element
At the top left of each element of a dashboard is an information icon (an "i" in a circle). Hover over it to get a tooltip explanation of that chart.
Filtering dashboards
At the top of each dashboard is the filter bar. This displays the currently selected filters for this dashboard.
Filters usually - but not always - apply to all the elements of the dashboard.
To change or set filters, click on FILTERS
All filters are selectable by either a radio button or a checkbox. Radio buttons allow zero or one value to be selected. Checkboxes allow zero, one or multiple values to be selected.
Unlike the radio buttons you may have come across before, you can click on a radio button that has already been selected to deselect it. With our dashboards, it is okay to have no radio buttons or no checkboxes selected in a filter. This means the filter won't be applied.
The Department and Team filters can be set in the URL used to display a dashboard. We call this 'pre-filtering'. When a dashboard is pre-filtered, the dashboard will be displayed with the filters already set to the Support Group specified in the URL and these filters cannot be changed. For more information, read the Sharing Dashboards with Support Leads section below.
Filters typically, but not always, apply to all elements in the dashboard. To check which filters apply to a particular element, click the information icon for that element.
Exploring charts
Hover over any data point in a bar or line chart to get more information about that data point.
The chart legend can be used to hide/show the various series shown on a chart:
- Single-click the name of any visible series in the legend to hide that series.
- Single-click the name of any hidden series in the legend to show that series.
- Double-click on any series name in the legend to hide all but this series.
- Single-click on the name of the only series shown in the legend to display all series.
Searching and downloading tables
There are two ways to filter the rows that appear on a table:
- Use the dashboard-wide filter (click on FILTERS) at the top of the dashboard.
- Or, use the Search function. The Search function searches for the text you've typed in in all columns of the table.
To access the Search function, click on the Options icon (three bars) at the top right of the table and then click 'Search'. Then just type in the text you want to search for.
To remove the search filter, either delete the search text you typed in or click on Search again.
A hyperlinked column is one whose values are shown in blue. To search for a text string that will appear at the start of the hyperlinked text, enter your search value with a preceding [ (square bracket). For example, to search for Tickets beginning "INC0005" enter "[INC0005" in the search field.
Do not use the square bracket if the text you are searching for appears in the middle or end of the text being searched. For example, to search for Tickets containing "0005" enter "0005" in the search field.
Do not use the square bracket when searching non-hyperlinked columns.
If there are more rows in a table than can be displayed in the space available, a vertical scrollbar will appear on the far right of the table when you move your mouse over the table.
Vertical scroll bars on tables will not appear until you move your mouse over the table.
To sort the rows in a table, click on the column heading you wish to sort on. An icon will appear next to the column heading to indicate that this column is being used to sort the table.
Repeated clicks cycle of a column heading cycles between ascending, descending and not sorted.
To read all the text in a cell when there is too much to display (elipses indicate that there is more to display), hover over the cell with your mouse and the entire text will appear.
To download the contents of a table to a CSV file, click on the Options icon (three bars) at the top right of the table and then click 'Download CSV'.
Pre-filtering dashboards
All dashboards that have Department and Team filters can be pre-filtered to show data for one or more Support Groups. This is done by using the &rgid parameter in the dashboard URL to specify the Support Group Code of one or more Teams or Department.
This provides a way to give Support Leads access to dashboards that just show the data for their Support Group(s).
To pre-filter a dashboard to a single Support Group (Team or Department), specify the Support Group Code in the &rgid parameter, e.g. &rgid=SDESK
To specify multiple Support Groups, enter a comma-separated list of Support Group Codes in the &rgid field, e.g. &rgid=SDESK,GENIUS,DESKTOP. The list must be all Teams or all Departments, it cannot be a mix of both.
When the &rgid parameter is used in a dashboard URL, the dashboard will only display data for the specified Support Group(s). The dashboard will not allow the filter value to be changed to that of any other Support Group.
Pre-filtering is also available for sharing Relationship Survey dashboards with Project Leads. This is done using the &rsid parameter to specify a single relationship survey in the same way that the &rgid parameter is used for Transactional Survey dashboards.
All dashboards that have a Timezone filter (all transactional and relationship survey dashboards) can be set to display dates in any timezone by using the &tz parameter to set the Timezone filter of the dashboard, e.g. &tz=Europe/Paris.
If you specify multiple Support Group Codes in the &rgid parameter, the list must be all Teams or all Departments, it cannot be a mix of both.
Encoding URLs to protect pre-filtered dashboards
Pre-filtering dashboards with the &rgid parameter is a good way to display only the data required by the Support Lead using the URL.
The drawback of this approach is that a Support Lead can simply remove the &rgid parameter from their URL and gain access to all the feedback for the organisation, not just for their Support Group(s).
To stop this from happening, you can share encoded URLs with Support Leads. Encoded URLs have their parameter values obfuscated so they cannot be removed or changed.
To encode a URL, enter the URL that you wish to encode and add &encode to the end of the URL. Like this:
https://app.cio-pulse.com/dashboard?cpc=ABC123&dashid=AGNPSv1&rgid=SDESK&encodeWhen you hit enter, CIOPulse will show you the encoded version of the URL. Like this:
Encoded URLs have all parameters replaced with a single ?id= parameter. Share this URL your Support Leads.
Before adding the &encode parameter to a URL, hit Enter to make sure all your parameters are correct and the right information is being displayed. Once you've verified your URL is correct, add &encode to the end of the URL and hit Enter again to get the encoded version.