Dashboards & reports

ciopulse turns survey responses into live dashboards and scheduled reports so you can track satisfaction by team, agent, segment and over time. This page covers the main views, how NPS is calculated, how to interact with and share dashboards safely, the combine parameter, and how the scheduled reports are delivered.

The main views

• NPS gauge — your current NPS at a glance, as a 30-day rolling figure or for a calendar month. Available at Business Unit, Department, Team and Customer Segment levels.
• Interactive dashboards — explore your data in detail. Separate dashboards exist for transactional surveys, relationship surveys, CCS feedback and agent performance.
• Live customer feedback slider — a real-time feed of incoming responses, ideal for a wall display. Responses appear within about two minutes; only those with five or more characters of written feedback are shown.
• League tables — rank Support Groups or Customer Segments by NPS.

Understanding the key numbers

NPS (Net Promoter Score). Based on the 0–10 rating in Question 1. Respondents are Promoters (9–10), Passives (7–8) or Detractors (0–6). NPS is the percentage of Promoters minus the percentage of Detractors, ranging from −100 to +100.

Experience factors. Question 2 captures which aspects of the service stood out — response time, agent knowledge, keeping the customer updated, and so on. They show you why scores move, not just that they did.

Where NPS is calculated. ciopulse rolls results up through your hierarchy — Team → Department → Business Unit — and also calculates NPS at Agent and Customer Segment levels.

30-Day NPS vs Calendar NPS

This trips people up, so it’s worth being precise:

• The gauge and league tables for the current period show a 30-Day NPS — the surveys from the last 30 days, recalculated twice a day.
• The gauge and league tables for a past month (using &period=yyyy-mm), and the monthly management report, show a Calendar NPS — the surveys received within that calendar month.
• The interactive NPS analysis dashboards always use Calendar NPS (GMT month boundaries).

So your gauge on 15 August shows surveys from 16 July–15 August (30-day), while August in a dashboard shows 1–31 August (calendar). Historical scores can shift slightly over time as invalid surveys are fixed, duplicates resolved, or surveys reassigned — ciopulse recalculates historical months so they stay accurate.

Interacting with a dashboard

• Filters sit at the top — click FILTERS to set them. Radio buttons allow one value (click again to deselect); checkboxes allow several. No selection means the filter isn’t applied. Each chart’s information icon (ⓘ) tells you which filters affect it.
• Charts — hover any point for detail; click a series name in the legend to hide/show it (double-click to isolate one series).
• Tables — use the options icon (☰) to Search or Download CSV; click a column heading to sort (cycles ascending → descending → off).
• Refresh timing — dashboard data refreshes about every 15 minutes; filter values about every 6 hours (so a brand-new team can take up to 6 hours to appear in the Team filter).
• Timezone — set with the &tz= parameter (e.g. &tz=Europe/Paris) or the Timezone filter.

Sharing dashboards safely

You’ll usually want each Support Lead to see only their own team’s data. Two tools make this painless (see also Account & portal access):

• Launchpad — a per-user page that shows only the links a person is allowed to see.
• Send-My-Links — emails a user their personalised set of links.

Pre-filtering with &rgid

Add &rgid= to a dashboard URL to lock it to one or more Support Groups — e.g. &rgid=SDESK or &rgid=SDESK,DESKTOP (the list must be all Teams or all Departments, not a mix). The viewer can’t change the filter to another group. For relationship-survey dashboards, use &rsid= for a single survey.

Protect pre-filtered links with &encode

A viewer could delete &rgid= to see everything — so share an encoded URL instead. Build the link, confirm it shows the right data, then add &encode and press Enter to get a tamper-proof version (all parameters collapse into a single ?id= token). See User access & security.

The combine parameter

A Department can have surveys of its own and Teams beneath it. &combine= controls whether a Department’s view rolls in its Teams:

• &combine=y — include the Department and the Teams that belong to it.
• &combine=n — the Department only (default).

It applies to the league table, feedback slider, survey responses report and the API, and is ignored when rgid points at a Team (or a Department with no Teams). If a Department never has surveys completed for it directly — only its Teams do — always use &combine=y to see results.

Reports

Alongside the live dashboards, ciopulse sends scheduled reports and lets you pull them on demand.

• Monthly Customer Satisfaction Report — produced on the 1st of each month; NPS trends for the Business Unit and each Department. It goes to every administrator on your instance, plus anyone on your Monthly Report Recipients list (set in Preferences → email recipients — this can be any email you nominate, such as your CIO or leadership team).
• Survey Responses Report — individual responses as PDF or CSV, on demand or automatically each month for Support Leads.
• Weekly Promoters Report — sent each Monday to Support Leads, covering the previous Mon–Sun, showing only responses rated 9 or 10.
• Service Recovery Report — the daily detractor alert (see Service Recovery alerts).

Requesting a report by URL

Report URLs accept parameters so you can shape and route them:

Parameter	What it does
rgid / combine	Scope to a Support Group, optionally rolling in its Teams
from / to	Date range (yyyy-mm-dd)
limit	Most recent N responses (≤10,000)
format	pdf or csv
sort	One of five predefined sort orders (1–5)
sendto	admin, lead, select, or an authorised email address

Who gets which report

It depends on the report:

• Monthly Customer Satisfaction Report (the management report) goes to every administrator on the instance plus your Monthly Report Recipients list. (One administrator is nominated as the “Send-To Administrator”, used as the reply-to on these emails — not an extra recipient.)
• The per-team reports — Survey Responses, Weekly Promoters, and the daily Service Recovery alert — go to the Support Lead (and Also Alerts) of each group that had activity in the period.

Two settings shape the per-team reports: Also Alerts for SR Only (whether Also Alerts get the weekly/monthly reports or just the daily alert), and Department TS / CCS Reporting Preference (whether a Department’s lead also receives reports covering its Teams). Each contact gets at most one of each report, consolidating every group they’re responsible for.

Still need help? Email support@cio-pulse.com.