In this article
Notification Settings allow a supervisor (with admin permission) to determine which category and at what threshold, certain notification alerts are given to CATI Supervisors. This allows them to be made aware of important issues needing their attention, but they are not necessarily working with the Activity Views.
Some notifications require that the Supervisor takes some immediate action (for example, if a survey is causing scheduling errors), whilst some are more informational (for example, an agent has been idle on the same question screen for an abnormally long time). These notification alerts are only applicable for CATI Supervisors, and not users working in other parts of the Forsta Plus platform. Where call centers are being used, alerts only appear in the applicable call center which triggers it.
The configuration of these settings can be found under the Admin > Notification Settings menu. Any notification alerts configured here will apply to all supervisors. The categories of notification alerts are as follows:
- Multiple scheduling errors – detects multiple errors occurring for the same survey
- No calls – detects where no calls are available for an interviewer(s) to work on where non-predictive mode is used
- Waiting state – detects instances where an agent has been left waiting without a connected call delivery
- Selecting state – detects instances where an agent has been on the survey/interview selection screen, or on the task choice screen for an extended period of time
Each category of notification alert can be individually enabled and configured, specifying triggering criteria. When a notification alert is triggered, the 'bell' icon at the top-right of the screen will show how many alerts are waiting for the Supervisor to view. To view the alert, click on the icon. In the example below, more than 9 alerts are waiting to be read.
Multiple Scheduling Errors
This category detects multiple scheduling errors occurring for the same survey. The notification alert is global across the company, and not limited to specific surveys or call centers.
When enabled (default), the following criteria can be defined, by means of filling in the blank fields of a sentence:
- Receive notifications when there are nnn: specify how many errors need to have occurred (default: 2)
- .. or more scheduling error(s) within nnn minutes: specify the time span in which the number of errors (defined above) have occurred, specified in minutes (default: 5)
- Notification frequency nnn minutes: specify how often a notification alert is triggered when the issue is re-occurring or on-going, in minutes (default 1)
No Calls
This category detects when there are no calls available for an interviewer(s) to work on, where non-predictive mode is used.
When enabled (default), the following criteria can be defined, by means of filling in the blank fields of a sentence:
- Receive notifications where there are nnn interviewer(s): specify how many interviewers have no calls available (default 1)
- .... without calls for more than nnn minutes: specify the time span for which the number of interviewers (defined above) have no calls available, specified in minutes (default 2)
- Notification frequency nnn minutes: specify how often a notification alert is triggered when the issue is re-occurring or on-going, in minutes (default 15)
You can specify any interviewer groups to be excluded from this setting by clicking the Add exclusion link. This determines which are excluded, and is not a list of included interviewer groups.
Waiting States
This category detects when there are a specified threshold of interviewers who do not receive calls for a specified amount of time. The notification alert is global across the company, and not limited to specific surveys or call centers.
When enabled (default), the following criteria can be defined, by means of filling in the blank fields of a sentence:
- Receive notifications where there are nnn interviewer(s): specify how many interviewers have not received a call (default 1)
- ... left in waiting state for more than nnn minutes: specify the time span for which the number of interviewers (defined above) have not received a call and are in the waiting state, specified in minutes (default 2)
- Notification frequency nnn minutes: specify how often a notification alert is triggered when the issue is re-occurring or on-going, in minutes (default 15)
You can specify any interviewer groups to be excluded from this setting by clicking the Add exclusion link. This determines which are excluded, and is not a list of included interviewer groups.
Selecting State
This category detects when there are a specified threshold of interviewers who have been on the Survey/Interview selection screen or the Task Choice screen for more than a specified amount of time. The notification alert is global across the company, and not limited to specific surveys or call centers.
- Receive notifications where there are nnn interviewer(s): specify how many interviewers have been in the Selecting state (default 1)
- ... on the survey/interview selection or task choice screen for more than nnn minutes: specify the time span for which the number of interviewers (defined above) have remained in the Selecting state, specified in minutes (default 10)
- Notification frequency nnn minutes: specify how often a notification alert is triggered when the issue is re-occurring or on-going, in minutes (default 15)
You can specify any interviewer groups to be excluded from this setting by clicking the Add exclusion link. This determines which are excluded, and is not a list of included interviewer groups.