Please note: this requires version 1.357 or greater for the Natterbox app.
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:
You can add your own criteria are customisable as follows:
In Setup, navigate to:
Object Manager
Natterbox AI
Fields and Relationships
New
For each new Event Type, you need to configure two fields, one to store the score and the other to store any notes.
Score Field
Field Config | Value |
|---|---|
Data Type | Number |
Field Label | ‘{Criteria Name} Score’ |
Field Name | ‘CRT_{Criteria Name}_Score’ |
Length | 1 |
Decimal Places | 0 |
Description | {Your criteria description} |
Help Text | Enter a rating from 1 to 5 |
Example
Note Field
Field Config | Value |
|---|---|
Data Type | Text Area (Long) |
Field Label | ‘{Criteria Name} Score Notes’ |
Field Name | ‘CRTN_{Criteria Name}_Score_Notes’ |
Length | 1000 |
Visible Lines | 3 |
Description | {Your criteria description} |
Help Text | Enter a notes |
Example
Important Note - ensure that all Score fields have their Field Name prefixed with CRT and ensure all Note fields have their Field Name prefixed with CRTN
We also recommend to align their naming convention to ensure they’re paired together on the AI Advisor column manager for easy use
Finish & Rate
All custom scores will appear under their own tab on the Player page
Pre-Single Object
For versions of AI Advisor which are not using the Single Object data structure, use the following guide on customising the Finish & Rate Criteria:
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 Rating tab, when clicked, 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. 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 that the legacy Insight Player will be subject to a limit of four ratings, the new system which operates from the new Natterbox AI object will support displayed as many different Ratings from the Insight Player as required.
Note even though the amount of active Ratings visible on the legacy 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 :
