The following provides step-by-step details for configuring your organization for Hotline and Case Management. Issue types, intake channels, intake geography rules, notification profiles, landing pages and international dialing numbers only need to be configured when adopting the Hotline and Case Management module.
Convercent’s web portal, telephone hotline and mobile app ensure that your employees have 24-7 access to raise concerns, ask questions and report issues. With a few quick steps, you can configure Convercent to best fit your organization’s needs regarding which issue types are displayed to reporting parties, what anonymity options reporting parties can choose from, who’s notified of newly reported issues and how issues are escalated and managed.
To begin, click Manage my organization under the ‘My Organization’ section of the dashboard.
Click Issue Types in the ‘Communication’ section to add or edit issue types for your organization.
Convercent offers a set of predefined issue types for a reporting party to choose from when filing a report. As an Organization Administrator you can manage which of these issue types are displayed to a reporting party when an issue is being reported. Issue types help categorize reported issues and also drive specific survey questions to learn more about the reported issue.
From the issue type list, select each issue type to be displayed to reporting parties.
A full description of each issue type is available by clicking the arrow next to each issue type. Once saved, all selected issue types will be displayed on the right-hand side under ‘Selected Classification’.
There are two types of intake channels in Convercent – issue intake channels and question intake channels. Question intake channels are not required for hotline and case management and are covered in the Ask a Question configuration section below.
To add or edit issue intake channels for your organization click Intake Channels in the ‘Communication’ section.
An issue intake channel is the path in which issues are submitted by reporting parties. The intake channel also determines the issue types, departments, locations and anonymity options displayed to the reporting party when reporting an issue. Creating and communicating unique issue intake channels allows you to display specific issue types, departments, locations and levels of anonymity if not all options are relevant to all individuals.
As an example, organizations with international locations may want unique intake channels to display only specific issue types, departments and locations relevant to that international location. Organizations may also want unique intake channels for employees, customers and vendors as issue types, departments and locations may vary for each group.
Your organization is initially setup with one default issue intake channel. Your default intake channel contains the options that are displayed to reporting parties when filing an issue via www.convercent.com/report.
Click your Default Issue Intake channel to review and edit your settings. Or, click Create new intake channel and select Issue intake to create a new issue intake channel that is different from your default channel.
Whether editing the default channel or creating a new channel, you can now select the appropriate issue types, departments, locations and level of anonymity to be displayed to reporting parties when submitting an issue via that channel.
Each intake channel has a unique URL that can then be communicated to your employees. Intake channel URLs can be communicated via email communications, newsletters, your intranet site, or Code of Conduct as examples.
In the event your organization needs to adhere to international data privacy requirements you can create multiple intake channels in Convercent with each one tailored to the requirements of specific nations. The geography rules configuration tool is then used to drive which intake channel is presented to reporting parties in those specific countries as specified in the next section.
Intake Channel Geography Rules
After setting up your intake channel(s), click Intake Channel Geography Rules in the ‘Communication’ section.
Next, create specific rules for each intake channel based on the country that the reporting party is reporting from and the country that the incident took place. The rule logic is built to also allow you to use geographic regions, so if a reporting party selects any country in that region they will match to that rule (e.g. a rule for Europe will be selected if any country within that region is entered by the reporting party).
In the following example, we have chosen to create a rule for reporting parties who are located in France and are reporting an issue that occurred anywhere in the world. In this situation we have indicated the intake channel named “France and Sweden” should be presented to the reporting party.
As an Organization Administrator, it’s very important that you consider the order in which these rules are set up. For example, when a reporting party indicates that they are located in South America and the incident occurred in Sweden, each of the criteria above are evaluated. In this example rules 1, 2 & 3 fail to match, so rule 4 is assessed and is found to match the criteria. The reporting party is then presented with the intake channel named Issue Intake.
As an Organization Administrator you also have the option to choose “Do not allow” rather than presenting an intake channel. Reporting parties who select countries matching these criteria are presented a message informing them that they are not able to submit a report through Convercent and should rather contact their line manager, HR representative or appropriate person within their organization.
Once you’ve configured your geography rules you have the ability to test the rules as defined. Testing your geography rules allows you to try any combination of countries and confirm which intake channel will be presented to the reporting party.
A notification profile is the set of rules that determines who is notified of newly reported issues when issues are reported with specific issue types, from specific departments and at specific locations.
Only individuals or employee groups with Case Management Administrator or Case Management Moderator access can be subscribed to a notification profile.
By default, the Case Management Administrator has access to all reported issues. Case Management Moderators only receive access to issues when subscribed to a notification profile or are manually granted access by an Administrator or another Moderator with access.
Your organization is initially setup with one notification profile with all email notifications of newly reported issues being routed to your Case Management Administrator. Case Management Moderators will additionally receive email notification once subscribed to the notification profile.
To add or edit notification profiles for your organization, click Notification Profiles in the ‘Communication’ section.
Next, click edit this profile to review and edit your ‘Administrator Notifications’ profile settings.
The ‘Notification Safety Net’ option ensures that an incoming issue will generate a notification email to the Issue Management Administrators group if the issue doesn’t match the criteria of any other notification profile. By default, the notification safety net feature is enabled for all customers.
A custom landing page can be used as a branded primary point of entry into Convercent for your employees similar to the example shown below. A custom landing page will need be created by your Organization Administrator before you can present your geography rules for issue intake.
To create a custom landing page, click Landing pages from the ‘Communication’ section.
There are nine primary sections on the landing page:
- Company Logo – Enables you to brand your landing page for your organization.
- Landing Page Title – This allows you to present some context to your employees and associates.
- Log in to Convercent – This section provides your employees and associates the ability to log in to Convercent to use the application. This should not be confused with submitting a report or question which is covered below.
- Ask a Question – If you have Ask a Question configured then this section will appear on your landing page providing the ability for employees and associates to submit questions to your compliance team.
- Report an Incident – This section presents the entry point for a reporting party to submit a report. If you have Geography Rules enabled the reporting party will be prompted to first enter their location and the location of the incident they are reporting.
- Check Status – This section provides the means for a reporting party to return to Convercent and, while maintaining their anonymity, they can check for messages related to their submitted report.
- Call Us – This section contains Convercent’s hotline dialing instructions providing reporting parties the option to call the hotline rather than submitting their report online.
- Related Resources – This section is configured by Organization Administrators to present any information you feel appropriate. Options are available to configure the heading, the content and attach any links you feel are appropriate.
- Letter from our CCO – This section is configured by Organization Administrators to present any further information you feel appropriate. Options are available to configure the heading, the content and embed an image.
To configure your custom landing page, select Landing Pages from your organization configuration page. The following outlines the steps in configuring each landing page section.
- Upload an image file that contains your logo and/or your company name. For optimal display, it’s recommend that the image file be 200 pixels high. The width can be as wide as necessary. A preview of the logo is shown to the right after clicking Save at the bottom of the page.
- Enter the Landing Page Title that you wish to have displayed.
- Customers that have a dedicated hotline number may choose to display their own unique number instead of the default Convercent hotline number. To display your own number, select the “Display my own hotline number” button and enter your hotline number in the field provided.
- To display any related resources on the landing page, check the “Content Area with Links” box in the top left corner of the section to enable it. Proceed with entering the header, the content and attach any links that you’d like to display.
- To display a letter from your CCO or any other relevant information on the landing page, check the “Content Area with Image” box in the top left corner of the section to enable it. Proceed with uploading an image, entering a header and add the content you’d like to display.
- Click save to save your progress as you configure your landing page. The configuration page will look similar to the following as you complete each section:
To activate your landing page, promote the status from Draft to Published under the Status section in the right hand panel.
Once you’ve published your landing page, individuals will be automatically directed to your landing page when they search for your organization from the www.convercent.com/report page. Additionally, you can communicate the link to your landing page via email communications, newsletters, your intranet site, or Code of Conduct as examples.
Your unique landing page URL is available on the right-hand panel of the landing page configuration page.
International Hotline Numbers
As an Organization Administrator you have the option to display custom international hotline numbers on your landing page to better align with your organization’s needs. For each country that is chosen, custom international hotline numbers and dialing instructions may replace any of the Convercent default numbers.
International hotline numbers and dialing instructions are easily edited by first selecting ‘International Dialing Numbers’ option from the Manage Organization page.
Next you can customize the international dialing instructions that appear on your landing page. You have the option to add and remove specific countries as well as add or remove specific numbers and dialing instructions for each country. By default, all Convercent international hotline numbers will be displayed.
To add a new country, select ‘Add a country’ from the Actions menu on the International Dialing page.
You will be prompted to select the country you wish to add. Click ‘Next’ to continue.
Next, enter the international dialing instructions including the telephone number and description. Click ‘Save’ to save your changes to the list.
To remove a country and corresponding hotline number from your landing page, simply click the Display link and select ‘Do not display’. Conversely, you may choose to display international hotline numbers that are not currently visible on your landing page by changing ‘Do not display’ back to ‘Display’.
As an organization administrator you can revert back to the Convercent default hotline numbers at any time for the entire country list or for each specific country.
To revert back to the Convercent default numbers for the entire country list, select ‘Restore default numbers’ from the Actions menu on the main International Dialing page. All Convercent international hotline numbers will be restored and set to display on your landing page.
To revert back to the Convercent default numbers for a specific country, fist select the country from the list. Next select ‘Restore default number’ from the Actions menu on the international dialing instructions page for that country. Convercent’s default international hotline number will be restored for this country and will be set to display on your landing page.
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