Simple vs Guided Intake
Convercent allows for two different approaches to intake employee concerns, regardless of the method of intake (telephone, web, etc.). Guided intake is the traditional intake that begins by asking the Reporter to categorize the nature of their incident and ask a series of incident-specific follow up questions. Next, the Reporter is asked to provide a free text explanation of their concern and some basic details related to the incident such as when, where and who was involved. Simple intake allows the Reporter to bypass the categorization and incident-specific questions and allows the Reporter to begin with a free text to “Tell us what happened?” Simple intake still allows for the collection of the basic details related to the incident such as when, where and who was involved. While simple intake does not gather the category of the incident, the Convercent administrator users can apply an issue type categorization once the report is received.
Many customers prefer simple intake as it allows for a better, more streamlined Reporter experience which often results in the Reporter providing higher quality details versus using guided intake. That being said, some customers reply on basic categorization to assist in triage and routing of cases, thus leaning towards guided intake. Convercent can support a hybrid approach to intake, which is either a simplified version of guided intake or support custom field questions in the simple intake form to aide with triage of cases.
*If Convercent is required to perform the configurations, there may be an additional charge
While there are many items that can be configured by the Customer within Convercent, there is also some flexibility related to adding custom text or fields. Below is a list of the sections within Convercent, some that allow for custom text and others that are static today. Depending on the PS Onboarding Package that a Customer purchased, some of these may be included and other may incur an additional fee. Customer is responsible for providing translations for any employee-facing custom text.
Case Management Options