Training - Operator Orientation
- Seth Petry-Johnson
Summary
Operators are the term we use to represent the administrative users, employed by a licensing or credentialing organization, that use LearningBuilder to process applications, field customer service calls, and otherwise perform their day-to-day, behind-the-scenes operations. Operators typically do not perform any significant amount of configuration.
In the TRAINING database, good examples of Operators are Arlene Admin (admin@example.com) and Robby Reviewer (reviewer@example.com).
Sample Scenario
http://training.learningbuilder.com
This training module uses Arlene Admin to provide a simple orientation to the Operator interface. The specific interface that a given user will see depends significantly on the system configuration, so this module will focus primarily on commonly used basic features.
Step 1: The Dashboard
Operators typically do most of their work in the "Admin" section of the site, and by default they will land on the Admin Dashboard upon logging in.
Steps
- Log in as admin@example.com using the super-secret password of "Passw0rd".
- By default, if the feature is enabled, you'll land on the Dashboard. This is a highly-configurable page that can show graphs and charts of whatever metrics or indicators are most relevant to the current user. For an administrator, the number of different types of people in the system and the application completion rates seem relevant.
Related Content
TODO: Link to the training on managing dashboard configurations, when it's ready.
Step 2: Search for Members
The "Members" page in the Admin area lets administrators search the database for different types of people.
Steps
- Navigate to Admin → Members and run a search for "Chewy". You should see at least one result for "Chewy Jones".
- Click the "edit" icon to view Chewy's account details. Note that as an administrator, you have access to way more functionality than Chewy has when he looks at his own account. Membership has its perks, eh?
People, Organization, and Members... oh my!
A quick note on terminology. Everyone that has an account in the system is called a "Member". (We don't call them "users", because in some cases people have accounts in the system but never actually "use" the system directly)
Some members are "people"; they are individuals who have a personal account in the system.
Other members are "organizations"; these member accounts represent some legal entity that is not an actual person (no matter what the Citizens United decision says).
So, to get pedantic about it, all People are Members, but not all Members are People.
Step 3: Viewing a Practitioner's Application
Steps
- Go back and search for "Chewy" again. This type, click the gear icon in the search result list and then click "Applications".
- You will be taken to a page that looks a lot like the Application List page that a Practitioner sees. From here you can view or modify an application the Practitioner has already started, or start a new one for them.
- Click the blue "View" button to view Chewy's "Certified Office Dog" application. In this case, since no administrator-specific stuff is configured, it will look mostly identical to you as it does to Chewy himself. The easiest way to tell that you're seeing the Administrator-specific interface is that the page title will include Chewy's name. (Presumably, Chewy knows his own name and doesn't need that information to give him any additional context when viewing his own stuff)
Why would I do this?
There are numerous reasons why an administrator might view a specific application:
- To perform an audit or review
- To research a problem
- To perform some action on behalf of a practitioner, such as when the practitioner is having technical difficulties
In some cases, certain data fields or action buttons might be visible to the administrator that are not visible to the practitioner. This capability is often used to add manual overrides to the application process.
Step 4: Modify an Application on behalf of the Practitioner
Pretend that you're working the phones one day and you get a call from Sleepy McDougal, a sweet but terribly technology-ignorant English Bulldog that's trying to submit an application.
In between yawns, Sleepy asks if you could fill out his Vet Records for him because he's having trouble "downloading the Microsoft over the Intertubes". (You quickly make the wise determination that it's easier to just do the data entry for him, rather than troubleshooting the underlying technical confusion)
Steps
- Go to Admin → Members and search for "Sleepy"
- Click the gear icon and choose "Current Application". This is a shortcut directly to the Member's active application. (If they have more than one active application then this link won't show up. In that case, go to "Applications" and then pick one)
- Scroll down to the Vaccination Records task group and notice that Sleepy has started to provide records, but did not finish the data entry.
- Click the "Upload Records" button and you will see that Sleepy started to fill this out, but did not fully complete the form. Go ahead and fill in the remaining fields and upload a file and click "Submit", then tell Sleepy to have a good day and move on to the next step!
Button Colors
Important concept: LearningBuilder uses button colors to convey status information.
- Orange = you are responsible for taking the next step, and the system is ready for you to do that. (Technically speaking, you belong to a Role that is responsible for taking the next step)
- Blue = you can work on this, but it isn't necessarily the "very next thing" you need to do.
- Gray = you cannot work on this. Typically indicates that something isn't complete yet, but that you aren't responsible (or able) to take the next step.
- Gray w/ Orange Border = someone else is "responsible" for taking the next step, but you are able to act on their behalf. This is typically how Administrators will see buttons that would be Orange when viewed by a Practitioner.
- Green = this has been Completed Successfully (or clicking this button will cause it to become Completed Successfully)
- Red = this has been Completed Unsuccessfully (or clicking this button will cause it to become Completed Unsuccessfully)