18.3.4. Training Users

One of the key benefits of Insight is that it can be used as a training tool by enabling Group Administrators to make notes for the attention of their Employees. Employees receive a notification in the Insight Notification Panel about notes that have been written to them and can then have a discussion with their Group Administrator through the platform.

How to make a note as a Group Administrator

When you find a section of the call in which you want to make a note for the employee’s attention, follow these steps:

1. Scroll to the section of the transcript where you wish to comment:

2. Click Add New Note at the top of the Notes pane to the left of the transcription pane:

3. The following screen will now appear:

• Event time is automatically populated with the relevant timestamp from the transcript
• For Relating to, choose either the Employee’s name if you wish the Employee to get a notification about this note, or General if this is a note of which the Employee doesn’t need to be notified
• Choose the Type of event as appropriate to the call (this information can be reported on in Salesforce).
• Choose call Polarity as Positive, Negative or Neutral. This information can be reported on in Salesforce.
• Use the text box to make whatever notes you wish to about the call - remember if you choose the Employee’s name in the Relating to dropdown, they will receive a notification in the Insight Notification Panel that you have made a note for their attention.
• Click Add note and this note will now appear in the notes pane like this:

In the example above, where the Group Administrator has made a note for the Employee’s attention, the Employee will now receive a notification in the Insight Notifications Panel. Equally, the Group Administrator will also get a notification if their Employee has made a note for them.

The Insight Notification Panel looks like this on the Home page:

It will also appear as an item in the utility bar. When a new notification is received, the Insight Notification Panel will pop up with a red box outlining the new notification. Clicking on the notification will take the user to the Insight Search screen and will clear the red box:

When there is a note to reply to, the steps are the same for both the Group Administrator and the employee:

a. Click the notification on the Insight Notifications Panel to be taken to the Insight Search screen

b. Click Load Player to be taken to the Insight Player, where you will be presented with a prompt to tell you that you have an unread note:

c. Click REVIEW NOTES to be taken to see the note(s) in the notes pane:

 d. Once you have read the note:

• Select the tick, which will turn it green to show it has been acknowledged.
• If required, reply to the note by clicking the 3 dots to the right of the time / date stamp

e. If you choose to reply, the following screen will appear (below). Write your reply in the text box then select Add comment when finished.

f. Your reply will appear beneath the original note:

Closing a note and other actions

As a Group Administrator, once the Employee has acknowledged (and potentially replied to) your note, you will see the following actions are available to you when selecting the three dots to the right of the time / date stamp on your original note:

If you want to let the employee know you require no further response to this note, select Close this note and you will see the note change to look like this:

Once a note has been closed, no further action can be taken on it.

As long as you have not already closed the note, you also have options to:

• Reply
• Edit
• Delete

by selecting the three dots to the right of the time / date stamp on the note.