Report & alert recipients

Who gets your reports and alerts is configured in the Portal under Manage Preferences → Email Recipients. This page explains each setting so you can make sure the right people — and only the right people — receive each report.

Watch the walkthrough

Prefer to read? The written steps are below.

Two audiences

Remember the two audiences ciopulse reports to:

• Support Leads (and Also Alerts) get the reports for their own Support Group(s) — the daily Service Recovery alert, the Weekly Promoters report, and the monthly Survey Responses report. You set these up per group when you manage support groups.
• The management report (the Monthly Customer Satisfaction Report) and a few list-based options are configured on this Email Recipients tab.

The tab is grouped into sections, and email fields accept addresses as chips — type or paste an address and press Enter, and each one is checked as you go. Invalid addresses are flagged straight away, so there’s no separate validation step.

The settings

Report reply-to

The single administrator that replies go to when someone replies to a report email. Think of it as your reply-to — not an extra recipient. It must be one of your ciopulse administrators. To change it, pick a different administrator here first; you can’t remove or suspend an administrator while they’re set as the reply-to.

Monthly report recipients

The people who receive the Monthly Customer Satisfaction Report (your Business-Unit and Department management report) in addition to your administrators. This is where you add leadership — for example your CIO — who should see the monthly picture but don’t administer ciopulse. Add each address as a chip.

Department roll-up reports

By default, only your Team leads receive their team’s reports. Turn these on when a Department manager wants a single roll-up across every Team in their Department. Each report is an independent checkbox.

Transactional survey reports

• Service recovery — the daily detractor alert
• Weekly promoters — the Monday report of 9–10 ratings
• Monthly survey responses — the monthly Survey Responses report

CCS reports

• CCS alerts — the daily Compliments, Complaints & Suggestions alert
• Monthly CCS report — the monthly CCS summary

Leave them all unticked (the default) and only individual Team leads get their own reports.

Additional report viewers

An additional list of authorised viewers. Adding someone here does two things:

1. They can be given the right set of dashboard and report links through the Portal’s Send-My-Links and Launchpad functions.
2. They’re recognised for access. When you use Email or SSO login for your reports and dashboards (see User access & security), ciopulse grants access to an email address that belongs to a Contact, an Administrator, a Monthly Report Recipient, or an Additional report viewer.

So this is how you let someone view your reports and dashboards without making them an administrator or a Support Lead. They don’t receive the monthly report.

Product communications

The people who should receive product communications from ciopulse (product updates and announcements), separate from your data reports.

Who gets what

At the bottom of the tab, the Who gets what panel shows a live summary of where each report goes, and updates as you change the settings above — so you can confirm your choices before saving. As a rule of thumb:

• The Monthly Customer Satisfaction Report goes to all administrators plus your monthly report recipients.
• Team reports (Service Recovery, Weekly Promoters, monthly Survey Responses, and the CCS reports) go to each group’s Support Lead and Also Alerts — and, where you’ve ticked a department roll-up, that Department’s lead as well.

When you’re done, choose Save preferences.

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