18.3.9. Finish & Rate

Setting Up Event Type Codes

When a Group Administrator creates a note for the End User, they will choose a Type of Event which allows them to select an option out of four criteria, like this:

These criteria are customisable as follows:

• In Setup, navigate to:
• Object Manager
• Insight Note
• Fields and Relationships
• Event Type
• Values section

The following option buttons are available for the Values section:

• New - a new Event Type can be created.
• Reorder - the existing Event Types can be reordered so that they are shown in a different order in the note. A default can also be chosen here if one is required.
• Replace - one Event Type may be replaced with an existing one. If this is used, you will see a message stating:

“Your picklist replace job is in the queue. You can check its progress on the Background Jobs Page. You’ll get an email when it's done.”

Note when creating or editing an Event Type you will need to ensure the API Name is a numerical value from 0-1000, otherwise your notes will not load.

Each existing Event Type also has a corresponding set of links to apply changes to that specific value:

• Edit - click to edit the details of the associated Event Type.
• Del - click to delete the associated Event Type.
• Deactivate - click to deactivate the associated Event Type. This should be used as an initial preference over deleting the event type as this can be reversed, and deleting cannot.

Setting Up Ratings Codes

In the Insight Player window, there is a Finish and Rate button that, when clicked, opens a pop up which allows the user to rate a call based on four criteria, like this:

Once applied, they are available to view from the Insight Search screen, along with an Overall Rating, which is an average of the ratings that have been applied - see Column Headers. Note that multiple ratings can be applied to the same call, so for example if 10 ratings have been applied to a call, the average of all 10 ratings will appear on the Insight Search screen..

Call Ratings are also visible within the Insight record.

In the Insight Search tab, from the More Details column of the appropriate Insight:

• Click Go to Insight Record link
• Click the Related tab
• Find Insight Ratings section

These criteria are customisable as follows:

In Setup, navigate to:

• Object Manager
• Insight Rating
• Fields and Relationships
• Rating Type
• Values and API Name section - note you need to change both of these for your change to take effect

The following option buttons are available for the Values and API Name section:

• New - a new Rating Type can be created
• Reorder - the existing Rating Types can be reordered so that they are shown in a different order in the pop up box in the Insight player. A default can also be chosen here if one is required
• Replace - one Rating Type may be replaced with an existing one. If this is used, a message stating:

“Your picklist replace job is in the queue. You can check its progress on the Background Jobs Page. You’ll get an email when it's done.” will be displayed.”

Each existing Rating Type also has a corresponding set of links to apply changes to that specific value:

• Edit - click to edit the details of the associated Rating Type.
• Del - click to delete the associated Rating Type.
• Deactivate - click to deactivate the associated Rating Type. This should be used as an initial preference over deleting the rating type as this can be reversed, and deleting cannot.

Note even though the amount of active Ratings visible on the Insight Player is restricted to four no historical Rating data will be affected when re-ordering the Ratings or adding new Ratings, all Rating data is stored against the Insight Record :