Campaigns – Manage Exceptions
Organizations frequently provide multiple avenues for their employees to complete an action item* in a campaign.
For example, rather than rely on an employee responding to an email and completing a course online using Convercent, they may also provide the opportunity for the employee to complete that course in a classroom setting.
Furthermore, an employee may be added to a campaign initially, but due to a leave of absence, for example, they are unable to complete the action item.
In both cases, you as an administrator need to track those exceptions so that they can be accounted for. Manage Exceptions allows you to do this.
When you create a new campaign (one-time or rolling), you can select from policies, courses (education), which may contain one or more course modules, or questionnaires.
Example - You create a campaign that contains:
- two policies
- a course with three course modules
- a questionnaire
The participants (employees) will see six action items on their dashboard.
From Campaign Manager, click on the relevant campaign and then navigate to the By Recipient tab.
You will see a list of all the recipients of that campaign. You can use the filters to narrow down the list if you choose.
Select the recipients that you wish to grant an exception and click on Manage Exceptions
You will then see a pop-up with all the action items associated with that campaign:
If a participant has already completed one of the selected action items, that completion will take priority and they will not be granted an exception.
There are two Exception Types:
· Completed outside Convercent
· Completion not required
You will need to select a specific reason for the exception.
Completion not required provides different exception reasons:
Completion not required does not require that you enter a date.
Behind the scenes, we do track a date in the database. We use the current date as the default or the last date of the campaign -1 day, if you process the completion after the campaign has ended. This ensures any exceptions are captured accurately in reporting.
Please note: Campaign exceptions are treated as completions.
In the example below, you can see that the participant has completed 4/6 items. You can also see the type of Exception that was granted:
You can see if the exception was granted due to the participant completing the action item outside of Convercent or if the completion was not required.
Exception details are also visible in the Employee Scorecard and reporting, including OData.
IMPORTANT BEHAVIORS TO BE AWARE OF
If a participant has the same action item as part of another campaign, and the campaign dates overlap i.e. the start date on the second campaign is before the end date of the first campaign, the exception will be applied to the action item on both campaigns.
This behavior is consistent with campaign completions. If a participant is included in two overlapping campaigns that have the same action item e.g. a policy, the participant only ever sees one action item on their dashboard. When they complete it, the completion is applied to the action item in both campaigns.
Recipient added in error
If the Recipient was added in error to this campaign and you select that reason, and if that participant has the same action item as part of another campaign, and the campaign dates overlap, the exception will be applied to the action item on both campaigns.
If you do wish for the participant to still complete the action item as part of the other campaign, we recommend not adding them as an exception to either campaign. When they complete the action item on the other campaign, that completion will be recorded in both campaigns