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How to Manage and Moderate Conversations

When a manager logs in to the 3.1 web platform, the landing page is the Manager App Home Screen. Here Managers / Moderators can manage and/or moderate conversations.

Tasks

Clicking on the Task box brings up the Task List. From the Manager Home Screen, tasks across all conversations they manage/moderate will be displayed. If the Task box is clicked from the Moderate Conversation screen, only tasks from that conversation will be displayed.

The following actions trigger conversation tasks:

Questions: If a user types a question in the player, it will be identified as a Question Task. A moderator can perform the following actions on a Question Task.

  • Reply. Replies to the question will display on the conversation stream.
  • Mark as Solved. Marking a question as solved will move it from Open status to Resolved.
  • Mark as Comment. Marking a question as a comment will move it from Open status to Resolved.
  • Hide. Hiding the question means that the question will not display for users in the conversation except for the original poster.
  • Delete. Deleting the question will delete the question from the conversation stream and will not display in the conversation including for the original poster. Deleting also moves the task from Open to Resolved status.

Flagged Comment: If a comment, comment reply, discussion reply is flagged by users in the conversation, the moderator will received a Flag Task. One Flag Task will be generated for the same comment if multiple users flagged it. If the Flag Task is resolved and another user flags the same comment again, a new Flag Task will be generated. A moderator can perform the following actions on a Flagged Comment Task.

  • Reply. Replies to the flagged comment will display on the conversation stream.
  • Mark as Reviewed. Marking a flagged comment as reviewed will move it from Open status to Resolved.
  • Hide. Hiding the flagged comment means that the comment will not display for users in the conversation except for the original poster. Hiding a flagged comment moves the Flag Task from Open status to Resolved.
  • Delete. Deleting the flagged comment will delete it from the conversation stream and will not display in the conversation including for the original poster. Deleting also moves the task from Open to Resolved status.

Comment to Moderator: Comments/ Comment Replies / Discussion Replies posted directly to moderators on the player will trigger a Comment to Moderator task. Comments to Moderators are considered private comments between the user and the moderator and cannot be made public for other users to see on the conversation stream. A moderator can perform the following actions on a Comment to Moderator Task.

  • Reply. Replies to the comment to moderator will display on the conversation stream for the original poster to see.
  • Mark as Reviewed. Marking a comment to moderator as reviewed will move it from Open status to Resolved.
  • Delete. Deleting the comment to moderator will delete it from the conversation stream and will not display in the conversation the original poster. Deleting also moves the task from Open to Resolved status.

Suppressed: Comments/ Comment Replies / Discussion Replies that contain pre-defined suppressed works will trigger a Suppressed task. Note: Comments containing suppressed words are automatically hidden on the conversation stream for other users to see. Moderators can see what suppressed word was used as they are highlighted red in the Task List. A moderator can perform the following actions on a Suppressed Task.

  • Reply. Replies to the suppressed comments will display on the conversation stream for the original poster to see.
  • Allow. Allowing a suppressed comment will display it for users to see. “Allow” also moves it from Open status to Resolved.
  • Keep Suppressed. Keeping a suppressed comment as suppressed means that the comment will remain hidden in the conversation stream. It also moves it from Open status to Resolved.
  • Delete. Deleting the suppressed will delete it from the conversation stream and will not display in the conversation the original poster. Deleting also moves the task from Open to Resolved status.

Pending Approval: A “Moderator Approval Required” conversation will generate Pending Approval tasks every time users submit comments, comment replies, or discussion replies. Note: Pending Approval are automatically hidden on the conversation stream until a moderator approves it. A moderator can perform the following actions on a Pending Approval Task.

  • Reply. Replies to the pending approval comments will display on the conversation stream for users to see.
  • Approve. Allowing a Pending Approval comment will display it for users to see. “Approve” also moves it from Open status to Resolved.
  • Reject. Rejecting a Pending Approval comment means that the comment will remain hidden in the conversation stream. It also moves it from Open status to Resolved.
  • Delete. Deleting the Pending Approval comment will delete it from the conversation stream and will not display in the conversation the original poster. Deleting also moves the task from Open to Resolved status.

Task Bulk Action

A moderator can perform bulk actions on tasks based on the action. When a moderator clicks on the Bulk Action button in the Task List touchbar, they will see a list of Actions and the count of Open tasks that can be performed against the action. The following actions can be performed in Bulk:

  • Allow
  • Approve
  • Delete
  • Hide
  • Keep Suppressed
  • Mark as Reviewed
  • Mark as Solved
  • Reject
  • Unhide

Bulk Action Notes:

  1. After a Bulk Action, tasks will be resolved. Hiding a Flagged Task resolves it, but for other task types, Hide / Unhide will not resolve the task.
  2. Delete Bulk Action deletes the activities and therefore will those tasks can no longer be acted upon even if they belonged to other Bulk Action categories. For example, a Suppressed Task will appear under Allow, Delete, Keep Suppressed. Deleting the Suppressed task will remove it from the Allow and Keep Suppressed List.

Task Notes:

  • Filter 1: There are filter buttons at the top by Task Type and moderators can filter the tasks they see in the list by toggling the Task Type buttons on/off.
  • Filter 2: Tasks can be 2 states – Open or Resolved. If the moderator only wants to see Open tasks, then they can click on the Filter button in the touch bar.
  • Sort: Tasks can be sorted by Submit Date / User Display Name / Conversation Name; Ascending / Descending order.
  • An audit trail for task moderator activity is displayed on the task. Only managers can override a task resolution and not moderators.


Reports

The Reports box on the Manager Home Screen displays data for conversations that the user has access to. The Reports box on the Moderate Conversation Screen displays data for that specific conversation.

Media eScore: This report shows the eScore (Engagement Score) of the media resource. This is the average eScore of all users across all the conversations using this media. The default sort order is eScore descending order. The Media eScore report can be filtered by: Audio/Video; Linked/Uploaded. The reports can be sorted based on Media Name, or eScore.

Media mScore: This report shows the mScore (Sentiment/Mood Score) of the media resource. This is the average mScore of all users across all the conversations using this media. The default sort order is mScore descending order. The Media mScore report can be filtered by: Audio/Video; Linked/Uploaded. The reports can be sorted based on Media Name, or mScore.

User eScore: This report shows the eScore (Engagement Score) of the user. This is the average eScore of the user across all the conversations the user is in. The default sort order is eScore descending order. The User eScore report can be sorted based on user Display Name, or eScore.

User fScore: This report shows the fScore (Facilitator/Moderator Score) of the user. This is the average fScore of the user across all the conversations the user moderates. The default sort order is fScore descending order. The User fScore report can be sorted based on user Display Name, or fScore.

User iScore: This report shows the iScore (Influence Score) of the user. This is the average iScore of the user across all the conversations the user is in. The default sort order is iScore descending order. The User iScore report can be sorted based on user Display Name, or iScore.

User mScore: This report shows the mScore (Sentiment/Mood Score) of the user. This is the average mScore of the user across all the conversations the user is in. The default sort order is mScore descending order. The User mScore report can be sorted based on user Display Name, or mScore.


Analytics

The Analytics box on the Manager Home Screen displays data for conversations that the user has access to. The Analytics box on the Moderate Conversation Screen displays data for that specific conversation. There are currently 2 Analytics Reports:

  • Location. This shows the country locations of the users in the conversations you have access to.
  • Device. This shows the devices that users in the conversations are using. Device analytics can be further drilled down into Browser Type.


Activities

The Activities box on the Manager Home Screen displays comments, questions, reactions for conversations that the user has access to. The Activities box on the Moderate Conversation Screen displays comments, questions, reactions for that specific conversation. It includes the summary information for the activity – replies, reactions, flag count, as well as attachments for the activity.

Each activity can be further drilled down to the see comment replies.

  • Filter – Activities can be filtered to show comments, questions, reactions.
  • Sort – The default sort for activities are Activity Date Descending (most recent at the top). If the sort order is changed, the sort order is saved and the last used sort order is applied to the Activities page the next time the user clicks on it.
  • Day Filter: Activities can be filtered by day range:
    • 1 day
    • 7 days
    • 14 days
    • 30 days
    • 90 days
    • All

Activities Notes:

  1. There is a Search box to search for activities that contain that text. The search must be a minimum of 3 characters.
  2. A count is displayed showing the number of comments, questions or reactions.


Users

The Users box on the Manager Home Screen displays users for conversations that the user has access to. The Users box on the Moderate Conversation Screen displays data for that specific conversation. Users includes Admins, Managers, Moderators, and Users.

On the Users screen, each user is a list button that shows the following information:

  • Display Name
  • Number of conversations the user is participating in
  • Number of activities the user has done across all conversations they are in. If the User List is from Moderate Conversation Screen, the Activity count is for that specific conversation.
  • Number of CTA Activities (Discussion Replies, Poll Submission) the user has done across all conversations they are in. If the User List is from Moderate Conversation Screen, the CTA . Activity count is for that specific conversation.
  • eScore – This is the user’s average eScore across all conversations they are in. If the User List is from Moderate Conversation Screen, the eScore is for that specific conversation.
  • mScore – This is the user’s average mScore across all conversations they are in. If the User List is from Moderate Conversation Screen, the mScore is for that specific conversation.

Clicking on a User’s list button brings up the User Detail screen. The User Detail screen shows information such as:

  • First and Last Name
  • Email address
  • Last Active Date
  • Join Date

Manager Detail

If the user is a Manager, the following information is shown:

  • Average fScore
  • Task List – Open Tasks / Total Tasks
  • Managing – This is the number of conversations the manager created or was added as a moderator/manager.
  • Group Member – This is the number of Moderator groups that the manager belongs to.

Moderator Detail

If the user is a Moderator, the information displayed is very similar to the Manager Detail.

  • Average fScore
  • Task List – Open Tasks / Total Tasks
  • Moderating – This is the number of conversations the moderator is moderating.
  • Group Member – This is the number of Moderator groups that the manager belongs to.

Moderator Group Detail

If the “user” is a Moderator Group on the User List, the following information is displayed on the Moderator Group Detail:

  • Created By
  • Created On
  • Modified On
  • Number of users in the group
  • Average fScore of the Moderator Group
  • List of users in the group

What can I do with Moderator Groups?

  1. Moderator Groups will show up on the “Select Additional Moderators” screen when creating a conversation.
  2. The Moderator Group Avatar and Moderator Group Name can be edited on the Moderator Group Detail screen.
  3. Moderator Groups can be deleted if they are no longer relevant.
  4. Users can be added and deleted from Moderator Groups.
  5. A Moderator Group can be duplicated if groups are similar with minor revisions.

User Detail

If the user is just a user (played a conversation), the following information is displayed:

  • Average fScore
  • Task List – Open Tasks / Total Tasks
  • Moderating – This is the number of conversations the moderator is moderating.
  • Group Member – This is the number of Moderator groups that the manager belongs to.

Users Notes:

  1. There is a Search box to search for User Display Name that contain that text. The search must be a minimum of 3 characters.
  2. A count is displayed showing the number of users in the list based on the filter.
  3. Filter: A moderator can filter the User list by Groups, Managers and Users. A user’s role can be identified by the color ring around the avatar.
    1. Admin – Teal ring
    2. Manager – Pink ring
    3. Moderator – Yellow ring
    4. User – No ring
  4. Sort: The User List can be sorted by Display Name ascending or descending.

Moderators

The Moderators box on the Manager Home Screen displays Moderators and Moderator Groups for conversations that the user has access to. The Moderators box on the Moderate Conversation Screen displays data for that specific conversation. The information for navigating the Moderators box is similar to the User box above.

How do I create a Moderator Group?

Moderator Groups are quick way to add multiple moderators to a conversation. A manager creates a group with the users, and then that group can be easily added to moderate a conversation. A manager creates a Moderator Group by clicking on the Moderators box of the Manager Home Screen and clicking “Add New Moderator Group”.

Media

The Media box on the Manager Home Screen displays media resources for conversations that the user has access to. There is no Media on the Moderate Conversation Screen as a conversation is specific to one media resource.

On the Media screen, each media resource is a list button that shows the following information:

  • Thumbnail
  • Date Media was last selected to be in a conversation
  • Media file name
  • Number of users in conversations that use this media
  • Number of activities in conversations that use this media
  • Average eScore of conversations that use this media
  • Average mScore of conversation that use this media
  • Number of Closed Caption files associated with this media

Media Detail

The Media Detail screen displays the following information:

  • Thumbnail (Audio files will not automatically have thumbnails)
  • Media File Name
  • Person who uploaded the media to the organization
  • Create Date
  • Last Selected Date – This is the date the media was last used in a creating a conversation
  • Summary information as detailed in the list button from previous screen
  • Average eScore of the Media. Each attribute score is listed here to give more detail about the score.
  • Average mScore of the Media. Each attribute score is listed here to give more detail about the score.
  • Conversations that use the media resource

Media Notes:

  1. Closed Caption files can be added only to uploaded media (not linked).
  2. A manager can edit the Media File Name and thumbnail. These changes will be reflected to all the conversations that use the media resource.

Discussion Replies

The Discussion Replies box on the Manager Home Screen displays discussions and discussion replies count for conversations that the user has access to. The Discussion Replies box on the Moderate Conversation Screen displays discussions and discussion replies count for that specific conversation. The Discussion screen shows the list of discussions in the conversation(s), the Conversation the discussion is in, the timestamp it is set at, and the count of replies in each discussion.

Each discussion can be further drilled down to the see discussion replies. Please note: the discussion replies shown are based on the Filter day range option selected.

  • Filter – Day range of 1, 7, 14, 30, 90 days or All.
  • Sort – The default sort for discussion replies is Activity Date Descending (most recent at the top).

Poll Submissions

The Poll Submissions box on the Manager Home Screen displays polls and poll submissions count for conversations that the user has access to. The Poll Submissions box on the Moderate Conversation Screen displays polls and poll submissions count for that specific conversation. The Polls screen shows the list of polls in the conversation(s), the Conversation the poll is in, the timestamp it is set at, and the count of submissions in each poll.

Each poll can be further drilled down to the see poll submissions.

  • Filter – Short Answer or Multiple Choice
  • Sort – Poll Title or Submissions count

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