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About Interviewer Performance Statistics
Interviewers are able to open a panel containing a summary of their current performance metrics displaying things like their completions, appointments, refusals and strike rate. Interviewers can also track their own performance against the survey level average.
Seeing statistics like completed interviews, call success rates, and average call duration helps interviewers understand their performance relative to team goals or individual targets. When interviewers can track their progress, they feel more responsible for their outcomes, fostering a proactive attitude toward meeting or exceeding expectations.
Accessing Interviewer Performance Statistics
The performance metrics panel opens on the left side of the interviewer UI when selecting the new toggle button in the toolbar.
Metrics Panel
The interviewer metrics panel (actual metrics/statistics shown will depend on company settings).
Configuring Interviewer Performance Statistics
Support for interviewer performance statistics is enabled for some statistics by default (it is highly recommended to look at enabling additional statistics that could be useful).
Any CATI Admin user can adjust the functionality using the company wide settings, with options to enable or disable each individual metric in the list of supported statistics.
The functionality in its entirety can also be enabled or disabled at the company level should you prefer to leave it off. Users with CATI Admin permission can adjust the settings via the Admin / Interviewer Statistic Settings menu in the CATI supervisor UI.
Note: For statistics on ‘Completed interviews per hour' and 'Call attempts per complete’, there are additional options to display badges when the interviewers current personal statistics is either below or above the current average for the survey overall.