Supervision: Reviewing Messages

Document created by user.Yo2IBgvWqr Employee on Nov 5, 2018Last modified by user.oxriBaJeN4 on Apr 15, 2019
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Hierarchy StatusesThis guide describes how reviewers can view messages and perform the following actions:

  • Set a message's status as compliant or non-compliant.
  • Set a compliant or non-compliant message's status back to pending.
  • Escalate a message for a further review by another user (only available to reviewers).
  • Add comments to a message.

 

You can change a message's status one at a time or in bulk. When a message's status is changed, it is moved to the appropriate hierarchy folder.

 

Walkthrough

 

When reviewing messages, any lexicon terms that match text in a message are highlighted by default. You can toggle the highlighting on or off by either:

  • Using the Shift + H keyboard shortcut.
  • Clicking on the Highlight toolbar icon.

 

Changing a Message's Status

 

When a message is ready for review, it has a "Pending" status by default. Reviewers can change this to one of the following statuses:

  • Compliant
  • Non-Compliant
  • Escalated

If a message is marked as compliant or non-compliant, its status can be changed again to any status including "Pending". However once a message is escalated, its status can only be changed by a user on an escalated queue.

To change a message's status:

  1. Expand the Message Review level in the hierarchy.
  2. Click on a Status.
  3. Select a Message.
  4. Either:
    • Use the Shift + G (compliant), Shift + B (non-compliant), or Shift + E (escalate) keyboard shortcut.
    • Click on a Status ButtonMessage Statuses
      The buttons displayed are determined by the message's current status. In the following example, the message's status is pending, so the "Pending" button is not displayed.

Changing a Message's Status and Adding a Comment

Adding a Status and Comment
To change a message's status and add a comment:

  1. Expand the Message Review level in the hierarchy.
  2. Click on a Status.
  3. Select a Message.
  4. Either:
    • Use the Shift + Alt + G (compliant), Shift + Alt + B (non-compliant), or Shift + Alt + E (escalate) keyboard shortcut.
    • Click on the Status Icon icon to the right of a status button.
  5. Click on the Mark as XXXXXX and Comment menu item (where "XXXXXX" in the status).
  6. Enter your Comment in the box provided.
    Up to 200 characters are allowed. An indicator displays both the current total, and the number remaining.
  7. Click on the Post and Mark button.

 

Changing Multiple Messages' Status


To change multiple messages' status:

  1. Expand the Message Review level in the hierarchy.
  2. Click on a Status.
  3. Click the Tick Boxes to the left of the messages whose status you want to change.
    Selecting Multiple Messages
  4. Either:
    • Use the Shift + G (compliant), Shift + B (non-compliant), or Shift + E (escalate) keyboard shortcut.
    • Click on a Status Button
      Commenting is not supported when multiple messages are selected.

See Also...

 

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