Sometimes a participant completes the CCAT® but the Manage Participants dashboard still shows them as “0% completed”. When this happens, review the following scenarios to troubleshoot the issue:
1. Was the CCAT survey closed and then re-enrolled?
In the Organizations tab, search for the participant’s organization.
Go to the Manage Surveys tab to confirm whether the CCAT survey is enrolled, closed, or re-enrolled.
If the survey was closed and re-enrolled, the system restarts the CCAT process and resets the completion count.
Next, check the Assessments tab to see if there is a completed CCAT for the participant.
If there is, contact CCAThelp@tccgrp.com for assistance correcting the completion error.
2. Did the participant complete the CCAT under a different email address?
Confirm with the participant which email they used to take the CCAT.
If the email is different from the one registered for the organization, search for the alternate email in the system.
If found, confirm this mismatch (and see if you can locate the completed CCAT) and email CCAThelp@tccgrp.com for help associating the completed CCAT with the correct organization. If you are unable to locate the completed CCAT, simply advise CCAThelp@tccgrp.com of the details of the issue, for example, "XYZ alternate email was used to take the CCAT for XYZ Organization".
3. Did the participant experience a technical issue on submission?
Ask the participant whether they encountered any technical issues when submitting the CCAT.
If yes, request details of what happened and, if possible, a screenshot of the error.
Forward this information to CCAThelp@tccgrp.com to report issue and to request for follow-up support.
If you identify any of the above issues, gather the details (organization name, participant name, registered email, survey status, and any error evidence) before contacting the CCAT Help Desk. This ensures faster resolution.