When you set up a completely new instance of CIOPulse, you may find it easier to upload your configuration data into the Portal rather than typing it in.
The Upload Files function allows you to upload Contact, Support Group (Team and Department) and Segment data from the spreadsheet attached to this article.
The Upload Files function is designed to upload a new set of Contacts, Support Groups and Segments, not to update existing ones. For this reason, the upload function can only be used once for each type of data. For example, once you've successfully uploaded your Contacts you will not be able to upload any more Contacts.
Departments and Teams cannot be uploaded unless you have used the upload function to upload your Contacts. Upload Contacts first, then Departments and then Teams. Do not proceed if the previous upload failed. You can upload Segments at any time.
Complete the upload spreadsheet
The upload spreadsheet has five tabs. The first tab includes instructions for completing the spreadsheet (and are repeated here and here at the bottom of this article). The other four tabs are for populating with your data:
- Contacts
- Departments
- Teams
- Customer Segments
Once populated with your data, each of these four tabs must be saved into its own CSV file. Each CSV file can be uploaded, one at a time, by following the instructions below.
It does not matter what name you give to each CSV file. Giving them meaningful names might be useful for future reference, e.g "contacts-2018-08-28.csv".
In Excel, prefix the mobile phone numbers of Contacts with an apostrophe. Otherwise, Excel will remove the leading plus sign from the number when it converts to CSV.
Log in to the client administration portal
At the client portal log in screen, enter your email address and password to log in.
Set the instance
If your organisation has multiple licenses of CIOPulse, and you are authorised to manage more than one of them, you will be able to switch between these instances.
Choose the instance you wish to work on now using the drop-down list and click the 'Set instance' button.
Select 'Upload Files' from the 'Instance Setup' section of the Main Menu.
This will take you to a list of the files you've already uploaded (or tried to upload).
- To upload a file, select 'Upload CSV'.
Because you can only upload each type of data once, this list will never contain more than four rows.
- Pick the type of data you are uploading (Contacts, Teams, Departments, Segments) from the 'Type of Data' drop-down list.
- Click the 'Select a CSV' button and choose the file you wish to upload from your filesystem.
You will not be able to select a data type from the 'Type of Data' drop-down box that you've already uploaded. For example, if you've already uploaded Contacts, Contacts will not appear on the drop-down box.
- Once you've chosen the file to upload, CIOPulse will prefix it with a unique identifier and provide you with an option to 'Deselect file' If you've accidentally uploaded the wrong file, select 'Deselect file' and return to Step 3.
- Click Upload file to upload the file.
- If the file is uploaded successfully, its Upload Status will be set to "Successfully uploaded".
- If CIOPulse finds one or more errors in the file, the Upload Status will be set to "Unable to upload".
- A hyperlink in the Error Log column will display the errors that you will need to correct.
- Before you can retry a failed upload, you must delete the failed data type from the list.
File uploads are "all or nothing". If one or more errors is found in the CSV file, none of the rows of data will be uploaded.
Successful uploads cannot be deleted.
Steps for completing the spreadsheet
The following steps are copied from the first tab of the spreadsheet:
- Complete Contacts tab first, then Departments, then Teams. Segments can be done anytime. Refer the Data Rules below for guidance.
- Delete the sample data from all the tabs, but leave the Column Headings in place.
- Give each Contact, Department, Team and Segment an alphanumeric Key in Column A that is unique within that tab. Integers starting from 1 are fine (1, 2, 3 etc) as are acronyms (e.g. SD for Service Desk). This Key will only be used in this spreadsheet, nowhere else.
- For all Teams (and any Departments) that may have surveys completed for them (because they have a corresponding ticket queue in your Service Management software), enter the Support Group Code that will be passed through in your survey URL in the &rgid parameter.
- For Departments that will never have surveys completed for them (because there is no corresponding queue in your Service Management software), give them a memorable Support Group Code. This code will be used in your CIOPulse bookmarks to request information for that Department.
- For all Segments, enter the Segment Code that will be passed through in your survey URL in the &sgid parameter.
- Provide a Contact Key for every Team and Department. The Contact Key tells CIOPulse who the Support Group Lead is for this Support Group.
- Optionally, provide a Contact Key in the Also Alert fields for any Team or Department. The Contact Key tells CIOPulse who the Also Alert is for this Support Group (Also Alerts are the people who will receive 'unhappy customer alerts' alongside the Support Lead).
- If you intend to use CIOPulse's API to maintain your Contact, Support Group and Segment information, you will need to populate the System ID columns too. The System ID is the code you will use in your API calls to identify the Contact/Support Group/Segment you wish to update or delete.
- When you have completed filling in your data, double-check that your data conforms to the Data Rules below.
- File Save each tab as "CSV (Comma Delimited) (*.csv)". You should end up with one file per tab (Contacts, Departments, Teams, Segments). Filenames don't matter.
Leave the System ID column blank if you are not going to use our API to manage your Contacts, Departments or Teams after you've uploaded them.
Data validation rules
The following rules are used to validate the data in the spreadsheet. These have been copied from the first tab of the spreadsheet:
- Never add, move or delete any columns. Leave the column heading rows in place.
- Ensure there are no cells that contain data below your real data rows.
- The only cells that can be blank are: Mobile phone numbers, Also Alert Contact Keys, System IDs.
- Keys must be alphanumeric (letters, numbers or a combination) and not contain spaces or special characters.
- Each Team and Department must have a Contact Key that matches one of the Contact Keys from Column A of the Contacts tab.
- Each Team must have a Department Key that matches one of the Department Keys from Column A of the Departments tab.
- Mobile numbers can be blank. If provided, they must begin with a + then country code, followed by the mobile number without a leading zero, e.g. +61413123456. In Excel, prefix every mobile phone number with an apostrophe, otherwise Excel will remove the plus sign from the number when it converts to CSV.
- Job Titles and Team/Department names must not include special characters. Hyphens, ampersands (&), commas and brackets are okay.
- Support Group Codes for Teams and Departments must be unique and only consist of alphanumeric characters. No spaces or special characters. Codes are not case sensitive.
- There must be no duplicate Contacts (Contacts with the same Email or System ID), no duplicate Departments (Departments with the same Department Name or Support Group Code or System ID), and no duplicate Teams (Teams with the same Team Name, Support Group Code or System ID). Duplicates must not exist within the upload spreadsheet or with any Contacts, Support Groups or Segments that may already exist in the Portal.
- Aim for no more than 10 Departments. This is not mandatory, but if you have more, some of your charts will be very crowded.
- It is possible that a small Department (e.g. Architecture or Information Security) may not have any Teams rolling up into it. That is ok.