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Manager App Guide

Managers, Moderators and Admins have access to the Rali Manager App. The Manager app provides the ability to:

  • Create conversations – Managers / Admins
  • Create / Add media resources – Managers / Admins
  • Manage tasks – Managers / Moderators / Admins
  • View Reports and Analytics – Managers / Moderators / Admins
  • View Conversation Activities – Managers / Moderators / Admins
  • View Discussion Replies – Managers / Moderators / Admins
  • View Poll Submissions – Managers / Moderators / Admins

How do I add Admins and Managers to the organization?

Admins and Managers can be added a few different ways:

  • If the user exists in the organization:
    • promote them to the new role by going to the user’s User Detail screen and assigning them the role.
    • go to Users in the Admin App, click Create Invite, select role (Administrator / Manager), enter the person’s email address, and hit Send Invite.
  • If the user does not exist in the organization:
    • invite the user via email to the organization. The user will receive an automated email with the link to log in to the organization.
    • go to Users in the Admin App, click Create New User, select their role (Admin / Manager / User), enter the person’s First and Last Names, email address, and password (can be changed later), and then hit Create User. 

Users screen from Admin App

Create New User Account screen


The Manager App can be segmented into 3 different parts:

  • the Conversation box
  • the Conversation Series box
  • the Management boxes

full Manager App


Conversations

At Rali Video, we describe the interaction and engagement around a video a conversation. Users access the conversation, play the media, and engage by commenting or reacting.

Conversation Access:

  • An Admin has access to all conversations in the organization.
  • A Manager has access to conversations they create and moderate.
  • A Moderator has access to conversation they moderate.

Conversation List

At the top of the Manager App is the Conversation box where a manager can add a new conversation, and see the last 2 conversations with most recent conversation activity. If the user has access to more than 2 conversations, there is a “View All” button in the conversation container. Clicking on the View All button in the conversation container shows the Conversation List of the conversations the user has access to.

Conversations box – on Manager App

Conversation List

Clicking a conversation card takes the user to the Moderate Conversation Detail screen. Managers can click on the “Manage Conversation” button in the touch bar to manage and edit the conversation.

Moderate Conversation Detail screen


Conversation Series

Below the Conversations box is a Conversations Series box, which follows the same format at the Conversations box.

Conversation Series box – on Manager App

Think of a Conversation Series as a playlist for your similar (or subsequent) conversations that follow a similar / common topic.

A Conversation Series is a collection of video conversations. Multiple video conversations can be grouped together similar to a TV Series that plays in a certain order. 

A Conversation Series can also be a video thread similar to an email thread.  A Series can be created, and users can build upon the Series by adding new video conversations to the Series. Learn how to create a Conversation Series by clicking here.


Underneath the Conversation Series box are a number of Management boxes that you can click on to open up to another screen detailing each topic.

Management boxes – on Manager App


Tasks

Tasks are pre-defined “notifications” to the moderators (and by default, managers and admins) that moderators should resolve. 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.

Admins, Managers, and Moderators see tasks associated with the conversations they have access to. Tasks are in Open state until Resolved.

  • An Admin sees all tasks in the organization.
  • A Manager sees tasks for conversations they manage or moderate.
  • A Moderator sees tasks for conversations they moderate.

The following actions trigger a conversation Task:

  • 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 receive 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 words 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 Notes:

  • The “Go To” button in each Task Activity will be deep linked to the player and the Activity Detail screen. This will help a Manager quickly find the Task Activity in the player to better understand context.
  • 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.

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.  After a Bulk Action, tasks will be resolved.

The following actions can be performed in Bulk:

  • Allow
  • Approve
  • Delete
    • deletes the activities and therefore 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.
  • Hide
    • does not resolve the task (unless it is a Flagged Task)
  • 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.


Reports

Reports are the scores and data that are calculated for each conversation, user, series, and group of users. They are calculated and can be viewed by the past 7, 14, and 30 days. You can also find the Analytics data under the Reports box on the Manager Home screen.

View of Reports box

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.

Reports box under Manager Home screen – will show data for all conversations

Reports box under Moderate Conversation screen – will show data for single conversation

There are currently 8 reports in the Manager App:

  • Media Score: combines a single media’s eScore and mScore into one report.  The detail of each score is still available in the individual score report.
  • User Score: combines a single user’s eScore, mScore and iScore into one report.  The detail of each score is still available in the individual score report.
  • Media 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.
    • List of all media resources in the organization with their average eScore data.
  • Media mScore: Mood / Sentiment 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.
    • List of all media resources in the organization with their average mScore data.
  • User 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.
    • List of all users in the organization with their average eScore data.
  • User 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.
    • List of all moderators in the organization with their average fScore data.
  • User 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.
    • List of all users in the organization with their average iScore data.
  • User mScore: Mood / Sentiment 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.
    • List of all users in the organization with their average mScore data.

Let’s take a closer look at one of these reports:

user eScore report

For each score – e, m, i, and f – there are 2 – 3 factors that are taken into consideration and individually scored. From those individual scores, an average score is calculated by Rali’s patented scoring to produce the number in the center of the rings. In the image above, we are looking at 4 different users’ eScores. 3 factors are taken into account to produce an overall eScore: Activity, Frequency, and Presence.

Analytics

There are currently 5 Analytics reports in the Manager App:

Analytics

  • Location: List of country locations where the users in the organization accessed the player, with corresponding number of users in each location. Can be sorted by Country Name / User Count; Ascending / Descending order.

  • Device: List of devices and browsers used by the users in the organization to access the player. Can be sorted by Device / User Count; Ascending / Descending order.

Device Analytics

  • User Types: List of users and their activity data. Total users can be segmented into Registered, Guest, and Other users; broken down by user activity: Visited, Viewed, and Engaged. Click into each box for more information.

User Type Analytics

  • Graph: This shows the timeline of your video in 10-second increments with a line plot (white) showing the number of users who watched each increment, as well as bar graphs representing users who reacted at each increment.

  • User Completion Percentage: This shows how many (and which) users watched a certain percentage of your video (ex.: 41-50%). Click into each box for more information.

User Completion % graph

list of users within specified % range and their percentages completed


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). You can also sort by Conversation Name. 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

Clicking on the Users box takes you to the Manage User Library. Here you can search your users and click on each to get to their User Detail screen. Filter by Admins / Managers / Moderators / Users. Sort by Display Name; Ascending / Descending order.

Manage User Library screen – from Users box in Manager App

User Detail screen – from Manage User Library screen from Users box in Manager App


Moderators

The Moderators box on the Manager Home Screen displays Moderators and Moderator Groups for conversations that the user has access to. Click to search and manage moderators / moderator groups, and to add moderator groups. 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 Users box above. Filter by Groups / Admins / Managers / Moderators. Sort by Alphabetical / Open Tasks; Ascending / Descending order.

How do I create a Moderator Group?

Moderator Groups are a 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 on the Manager Home Screen and clicking “Add New Moderator Group”.


Media

A media resource is the content that is played on the Rali player. It can be:

  • Audio / Video
  • Linked (YouTube, Vimeo, etc.) / Uploaded (either from local computer or recorded)

Closed caption files can be added to “uploaded” media resources.

Media Resources Access:

  • Admins and Managers have access to all media resources in the organization. They can add new media resources, edit, and archive existing media.
  • Moderators do not have access to add media, edit or archive existing media.

Clicking on the Media box takes you to the Media Library. Filter by Video / Audio; Uploaded / Linked; Archived / Active; My Videos. Sort by Alphabetical / Recent; Ascending / Descending order.

Media Library – from Media box on Manager App


Discussion Replies

Search your Discussions and view users’ replies.


Poll Submissions

Search your Polls and view users’ submissions. Filter by Short Answer / Multiple Choice. Sort by Poll Title / Submission Count; Ascending / Descending order.


Link Clicks

Search CTA Links and see how many people clicked on your links.


Public Library

A Public Digital Library is a collection of conversations that can be made available on your website for your users.  This means users don’t have to be sent individual conversation links in order to join a conversation.  If it is part of a Public Digital Library, this library list can be embedded on your website. Search conversations you made public to digital library and get a playlist embed code. Filter by All Public / My Public. Sort by Alphabetical / Start Date; Ascending / Descending order.


User Groups

Here is where you can edit or add user groups. Note: only Group Creators can edit user groups. Filter by Public / My Groups. Sort by Group Name / Creator; Ascending / Descending order.


Tags List

Here is where you can select or add categories to associate with your conversation.


Zoom Integration

If you have an active Zoom Integration, it will appear here. This box will be locked if your Zoom Integration is not active. The Zoom Integration allows conversations to be created using Zoom Cloud Recordings as the Media Resource.

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