WorkInConfidence has the option to allow a user to rate the conversation once it has been closed. This might allow you to get information on how well the user thought the manager had answered their question for example WorkInConfidence comes with two defined messages but you can set your own. There is no limit to the number of questions you can set but we would recommend no more than three.

NOTE: If you do not want to use the rating functionality all you need do is delete all the questions and then the user will not get the option to leave a rating.

Managing Questions

To manage the questions that a user can answer on any closed dialogue you need to select Rating Questions from the Function menu on the left.

From here you can manage the questions that the user will see when leaving a rating. The system is delivered with two standard questions, you can see these below:

To add a new question just enter the text of the question into the box and press Save – it will then appear on the list at the top of the page.

On this page you also have the opportunity to delete or deactivate an existing question.

You delete a question by clicking the red cross next to the question – this will then be immediately removed from the system. Note: You can only delete a question that hasn’t any user ratings associated with it. If this is the case you must deactivate the question.

Deactivating a question simply hides it from the users view. You can reactivate a question at a later date if you so wish.

Managing Levels

Each rating question has a level associated with it which is a five point scale. The Rating Levels option allows you to change the text that is associated with each level.

The image below shows the default rating levels:

In order to change the text associated with a level click the pencil icon next to the relevant level. You will then see a new area appear at the bottom of the page allowing you to change the level name. Click Save when done.