Compliance

Compliance

Setting up compliance steps for campaigns

  • allows you to provide users a step by step guide when handling a call.
  • eg. It may be important for your business process for Users to inform a customer that a call is being recorded, then ask for consent prior to asking to speak to a specific individual.
  • Although Compliance is no substitute for training your users. Consent is a tool that acts as a reminder on each call to follow the process. Using the example above you may choose to add 3 Compliance steps.
  • Step 1 is to inform the customer the call is being recorded.
  • Step 2 is to ask for Consent
  • Step 3 is to ask to speak to a specific person.
  • Each of the steps must be created on the Compliance tab before being assigned to a campaign.
Creating Compliance steps
  • Name is where you enter the name of the Compliance The name you enter should be something meaningful so it is easily understood by other administrators and easy for you to understand when assigning compliance steps on the campaigns
  • Description is where you enter the description of the compliance step This is where you can elaborate the purpose of the compliance.step The description is only seen on the creation page
Content
  • To add content to the script simply type the text that you want users to see. In the WYSIWYG (What you see is what you get)
  • You can change font size style and color and even add images using the WYSIWYG editor. What you enter here will be seen by users when this compliance is added to a campaign
To assign Compliance to a campaign
  • Navigate to the campaign you want to modify
  • Select the + symbol to the right of Compliance A pop up window will open with the list of the Compliance steps you have previously created.
  • Select the checkbox next to each of the Compliance steps* you wish to add and select OK.
  • Once the Compliance steps have been added to the campaign you must put them in the correct order. Type in the number 1 for the first step. Type in the number 2 for the the second step Type in the number 3 for the third step and so on.
  • Now when a user receives a workitem for this campaign he will be presented each step sequentially.
  • The user will need to confirm that step 1 is Done before moving on to step 2 and so on until all steps are completed.
To remove Compliance from a campaign
  • You can either select the + symbol to the right of ComplianceA pop up window will open with the list of the Compliance steps you have previously created.
  • Unselect the checkbox next to each of the Compliance steps you wish to remove

OR

  • You can select the red trashcan icon on each of the Compliance steps you wish to remove.
  • Once a Compliance step is removed from the campaign the Compliance step you have removed will no longer be presented to the user when they receive a workitem for this campaign.

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.