System Settings and Configuration | CCQ - Cloud Compliance & Quality

CCQ offers administrators a comprehensive range of configuration options to set up the system according to their organization’s needs and preferences. The system provides tremendous flexibility by allowing users to customize several aspects that affect the way their company resolves incidents and complaints.

By clicking the settings icon on the CCQ banner up top, you will find the numerous configuration options of the Incidents & Complaints module. This is where you control the basic functionality of the system, define divisions and departments of the company, manage users, and create templates to name but a few of the options. This settings menu will only be visible to you if you’re an admin.


Settings

In Settings, you can define the various Types of incidents you’ll be registering in the system. You can set up different Categories of incidents and determine their Importance, and if the company operates in more than one Area, you can also specify them here. You design Simple (web) forms for complaints that are submitted online, and with Custom categorization you can create categories specifically tailored to your company’s needs. Under the Other tab, you can for example appoint the individual that is responsible for all incidents and complaints, by default.

Types

Here you define the types of your incidents. You simply enter the name of a new type of incident into the textbox and click Add. If you want to add more than one type at once, separate the names by a comma. You can either manually organize the list by “dragging and dropping,” or arrange them in an alphabetical order by clicking Sort. The names of the types can be changed afterwards by clicking Edit, and if there are any redundancies, you may Delete them by using the corresponding button.

Categories

Here you list the various categories of incidents and complaints. Ideally, they should cover all operations performed in the company. The same rules apply as in the tab for the types, you either enter one name at a time, or several separated by a comma. As before, you can sort the list by “dragging and dropping” or clicking Sort. Similarly, names of categories can be altered and deleted if necessary.

Importance

The importance of incidents is decided by estimating their urgency and seriousness. In this tab you define different levels of severity, and decide how roughly you divide them. For example, you might decide to split the stages in three: high, medium and low importance. The same rules apply here as in previous tabs, naming works similarly, and you have the same sorting options, see chapter 4.1.1.

Areas

If the company operates in several parts of the country or has its premises in more than one location, these areas can be defined here. Categorizing incidents by region or area gives you the ability to track their distribution, i.e. whether complaints or compliments apply to one division of the company more than others. For instructions concerning naming and ordering options, see chapter 4.1.1.

Simple form

In the Simple form tab, you can select the fields or inputs that should appear in the web form. It’s standard to offer input fields for the name, phone and email address of the individual submitting the complaint. He can then choose to file the complaint under his own name rather than anonymously. The system provides links to the form, which is available in four languages – English, Icelandic, Swedish and Polish.

Custom categorization

In Custom categorization, you can create categories specifically tailored to your company’s needs. You have the option of defining up to ten different custom categories in the system, which will become available when it comes to classifying the incident or complaint. The custom category is given a name, and it can either be displayed in the system as a drop-down list or as an input field. An input field is essentially a blank textbox where you can enter information. If you choose to present the category as a drop-down list, you must define the options in the list by registering them in the corresponding textbox. Remember to mark the Use this category checkbox if you want the category to be accessible in the system.

Other

Under this tab there are four different items that can be determined. You can appoint the individual that is responsible for all incidents and complaints by default. He is then automatically registered as the person responsible for every new incident. The company’s preferred currency for trading can be specified and you’re able to define the maximum size of attachments. It’s possible to prohibit users from uploading larger attachments than the maximum indicates, or to only give a warning. Finally, you may decide whether the company’s employees can be looked up in the Contact field.

Insert default value

Under Actions, you have an option called Insert default value. When you apply this action, predefined configuration values for different types of incidents, categories, importance and areas are inserted into the system settings. The aim is to give first-time users an idea of what kind of values can be expected when classifying different incidents. For the time being, the default values are unfortunately all in English, so this feature is probably not applicable for all users.

Please note that these default values are by no means set in stone, as they are only meant to give an example of how the system can be configured. They should be altered to better suit your company’s needs.


Department / Division

Administrators can define different divisions and departments within the company by clicking the corresponding option under the settings icon on the top-right side of the page. In general, companies are organized into specific divisions and each division is divided into different departments. Therefore, you start by clicking New division and subsequently define its different departments. If the order of departments in the list matters, you have the option of adjusting and arranging the list as you see fit. The names of the departments are simply “dragged and dropped” in the right place.


Templates

CCQ presents you with the ability to create templates for incidents and complaints, in order to potentially facilitate the process of registering new incidents. This should reduce paperwork as well as establish consistency between registered incidents. To fetch a predetermined template for a complaint, you click the icon in the text editor, as was covered in chapter 3.1.4.1.


User templates

Within an organization you usually have a wide assortment of employees. You have administrators, executives, project managers, analysts, consultants, etc. CCQ offers administrators the ability to create different user templates or roles, and assign them to general users of the system. In a typical user template, you need to specify all the details that are required when you’re creating a new user. The process of creating a new user will be further discussed in chapter 5.2.

In the template, you determine users’ permissions, their default language and dashboard settings. Bear in mind that you’re creating a template for a group of employees, but more often than not you need to make some additional adjustments for individual employees. This should speed up the process when you’re creating new users.