1. Admins and Supervisors (and those with special security permission) can give feedback on contact records
2. Feedback can be set as 'private', so only the user that submitted the contact record, and users with permission to leave feedback can view the feedback; if feedback is not 'private' then all users with permission to view call reports can see it
3. When call report PDFs are created you can choose to include no feedback, all feedback, only private feedback, or only non-private feedback
4. iCarol helps users easily see what feedback is due 'To be read' and if it was 'Seen', using: 'My Feedback' view in the left hand Calls menu, columns on the main Calls page
5. Feedback is considered 'Seen' after a user clicks a call report with feedback currently marked as 'To be read'
6. Call reports that haven't been reviewed for feedback yet with be listed as 'Not yet'
7. Call reports that have no feedback will be listed as 'No feedback needed'
8. Your organization may wish to use the additional setting 'Reviewed for accuracy' for users who leave feedback to select after they confirm the feedback has been addressed
   

Steps to view Feedback on Call Reports

1. Click 'Calls' in the left side menu
2. On the main Calls page, if a user has feedback with a 'To be read' status, 'My Feedback' in the the Calls box on the left hand side appears in red with a number in parenthesis; the number reflects how many calls with feedback are available for the user to review
3. Click 'My Feedback' and any calls submitted in the last 3 months with feedback 'To be read' will appear on this page
4. When the user clicks the call report number to review the feedback, the feedback status automatically changes from 'To be read' to 'Seen' and a message appears at the top of the call report that says "Please read the feedback from the administrator on this call."
5. Depending on the content of the feedback and your organizations processes, the user may 'Edit' the call report to make any changes as needed, or simply read the feedback and continue
6. If your processes involve users editing the call report to make changes, read this related help article for additional information to consider when creating your processes
   

Find feedback 'To be read' for call reports submitted more than 3 months in the past:

1. Use the Advanced Search page with the following search term and filters:
   
1. Word or phrase: enter an asterisks (*) to get all call reports using the filters set 
2. Phone worker: Choose appropriate user
3. Calls from: Anytime
4. Feedback: To be read
   
2. Only call reports with a feedback status of 'To be read' for the selected worker appear in the search results; the number of call reports in the search results is equal to the number appearing next to 'My Feedback' for the phone worker selected
   

Give Feedback on Contact Records/Call Reports

1. iCarol helps you to manage your internal feedback communication by showing if and when feedback is due and when it has been read. 
2. This feature can be turned on/off by Admins in the Overall Call Report Settings for individual call reports.
3. Admins and Supervisors (and those users with special security permission) can give feedback to the phone worker inside each submitted Call Report.
4. The feedback can be made private which means that only the phone worker who wrote the call report, Admins and Supervisors can read the feedback.
5. Each phone worker can easily see what call reports contain feedback due for them to read.
6. Typically, a call report also contains phone caller comments and caller's feedback text fields for you to refer to.
   

Steps to turn on/off feedback within Call Reports (Admins)

1. Go to Calls
2. Click on Manage Call Report Forms
3. Click on the “Edit this form” link of the appropriate Call Report
4. Click on the “Overall settings for this call report form” link
5. Scroll to the Text Boxes on the Content tab section
6. Select/un-select the check box for “Show a field for feedback from supervisors and staff”
7. Click Save Settings
   

Steps to give feedback on Call Reports

1. Click on "Calls" on the left hand menu.
2. In the small box on the left hand side, click on "Give Feedback".
3. The screen will refresh and list all call reports that have no feedback yet.
4. You have the option to select "No feedback" by selecting the check box on those call report that do not need any feedback.
5. If you want to provide feedback, click the call report number (in blue).
6. While Viewing the call report you will see a summary of the call report.
7. Scroll down to the "Feedback" text box and enter your feedback.
8. You have the options to select the check box "Only this phone worker and Admins can see Feedback from the staff" and/or "No feedback to give on this call report"
9. Click "Save Changes" or "Save changes, and go to next report without feedback" if you want to continue to give feedback on remaining call reports.
10. Go to All Calls to review completed feedback.
11. The All Calls page will now display "To be read" in the feedback column for those call reports that you have provided feedback on
    

If your organizations Feedback process involves users editing contact records (call reports) after they're submitted, you'll want to consider the following when developing your processes:

1. Use the settings found in Admin Tools on the Calls tab under the 'Permissions' section to set the time period Standard and Enhanced users can edit call reports after they're submitted
2. Feedback status changes from 'To be read' to 'Seen' after the user who submitted the call report simply views it
3. If your process involves users reviewing feedback they aren't able to address right away, meaning they may need to come back a second time and review the feedback again before making necessary changes, you'll want to consider adding an additional custom field that you can use to track feedback status

For example, you may want to add a Category named 'Feedback Status', with a Group named 'If feedback was left on this call, select the current status', with drop-down list Field choices of 'To be read', 'Seen, but changes still needed', 'Seen, ready for review', and 'Reviewed'. You could add this custom field to the Content tab of your contact form, so it appears near the Feedback field.

Then you could incorporate into your process something like the following:

1. When leaving feedback on a call report, if the feedback requires the user to make changes, then edit the call report, leave the feedback from the edit page, and choose 'To be read' for 'If feedback was left on this call report, select the current status' and submit the call report; the user will still be notified of the feedback by 'My Feedback' in the Calls menu on the main Calls page, but their process when reviewing feedback will include the additional steps below
2. When reviewing feedback on a call report, if the feedback requires you to make changes, then edit the call report, and proceed as follows, depending on the action as noted:
1. Make changes to the call report as needed: choose 'Seen, ready for review' for 'If feedback was left on this call report, select the current status'
2. Need to come back later to make changes: choose 'Seen, but changes still needed' for 'If feedback was left on this call report, select the current status'
3. If you chose 'Seen, but changes still needed', once you're ready to address the feedback, use the filters on the Advanced Search page to filter your search results to only include your call reports with this Field selected; when you come back and make the changes, choose 'Seen, ready for review' and submit the call report
4. Users who leave and review feedback can use the Advanced Search page to filter search results to only include call reports with 'Seen, ready for review' selected, and after they review the changes they can edit the call report, change the selection to 'Reviewed', select the checkbox 'Reviewed for accuracy' (if you wish), and submit the call report
1. When you select the checkbox 'Reviewed for accuracy', this makes the call report appear on the main Calls page with 'Yes' in the 'Rvwd?' column; when this checkbox isn't selected, 'No' appears in the 'Rvwd?' column