Setting up the quality rating flag for users

The Quality Rating Flag feature allows agents and end users to flag the quality of a translation. The purpose of this document is to show how to enable the Visitor Flag functionality for users after you install the Language IO Enhanced Chat managed package.

The Quality Rating Flag does not result in immediate action, although an end user flagging a translation creates an alert visible to the agent. The Quality Rating Flag is a reporting tool that logs user feedback to help Language IO improve its service over time, notably for the Language IO Smart Model Selection feature that evaluates the top-performing machine translation models at regular intervals.

You can set up the Quality Flag only for agents, only for end users, or for both. You must use the Language IO component to use this feature. 

In this article

• Check the “Enable Agent/Visitor Quality Flag” custom settings
• Update the Embedded Service Deployment to use the LIO component for the text bubble UI (end users only)
• Permissions needed for the visitor
• Troubleshooting

Check the “Enable Agent/Visitor Quality Flag” custom settings

• Go to Setup > Custom Settings.
• Click Manage next to "Language IO Messaging Public Settings".
  
• In the Language IO Messaging custom setting, click Edit and make sure that:
  • For agents: “ ‘Enable Agent Quality Flag’ is checked:
    
  • For end users: “Enable Visitor Quality Flag” is checked:
    
• Click Save.

If you enabled the Visitor Quality Flag for end users, finish the additional process below.

Update the Embedded Service Deployment to use the LIO component for the text bubble UI (end users only)

If you enable the Visitor Quality Rating Flag for end users, you must perform these additional steps:

1. Go to Setup > Embedded Service Deployment and find the Messaging for Web service deployment that is currently in use.
2. In the Custom UI Components section, click on "Add Custom Component".
3. Select the lioCustomChatMessaging component for the Text Message Bubble.
   
4. Click Save.
5. Publish the Embedded Service Deployment:
   

Permissions needed for the visitor

The profile that handles the permissions for the visitor user must have the following permissions:

• Access to the following Apex classes:
  • LiveAgentTranslator
  • Rating
  • RatingVisitor
• Access to the named credential that is used by the Language IO custom settings 
• Read access for the ‘User External Credentials’ standard object

Troubleshooting

Code showing instead of a flag icon

If you see a code (for example, “lio3432771”) instead of the flag icon, this typically happens when the Custom Setting is enabled, but the Embedded Service Deployment does not use the Language IO custom component. You must use the Language IO component in your deployment to use the Quality Rating Flag feature. 

Flag is visible but does not work

If the flag is visible, but does not work when you click on it, this is likely due to a lack of permissions. Double check your permission settings and try again. If the problem persists, submit a support request.