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Viewing and Modifying Survey Quota Settings

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    1: About Survey Quotas

    Quotas are specified and enabled for use with CATI surveys in the Forsta Professional Authoring application. Refer to the separate Professional Authoring documentation for further details.

    The supervisor can view the list of quotas defined for the selected survey, and perform a set of actions which will affect only interviews/calls that fall into certain quota cells. The set of actions available from the Quotas view tab include:

    The Activate (go to Activating an Interview/call for more information), Disable and Enable (go to Disabling and Enabling Calls for more information) actions are applied only to interviews/calls falling into specific quota cells, and in the Quotas tab they are executed through context menu commands.

    Remember that properties of the disabled calls can be changed (extended status, priority etc.), but disabled calls ARE NEVER DELIVERED to the interviewers until they are enabled.

    The Quotas view tab also allows setting up an "Action filter" based on the questions defined for a particular quota. It sets forth the condition that determines which particular interviews would be activated, enabled, or disabled (go to Setting Up the Action Filter for more information).

    Remember that you can set up quota balancing (for one quota per survey) that will help to fill the quota cells for the selected quota more evenly (go to Quota Balancing for more information).

    Note that ALL context menu commands accessible in Quotas view are only executed for calls/interviews where data is known for the questions that make up that quota cell. If the data is not yet captured, the cell is not known and cannot be used as a filter to determine calls to which the action should be applied. A similar rule is used with the Call Counts counter.

    2: Viewing and Modifying Survey Quota Settings

    1. Display the list of surveys in the top frame by selecting Surveys in the Main menu.
    2. Right-click the Survey List row for the desired survey and choose View from the shortcut menu, or select a survey row and click the View icon in the top frame toolbar.
    3. Change to the Quotas tab

    The grid refreshes and displays settings for all quota cells defined for this quota. Each quota cell is displayed as a grid row (one quota definition can include a number of quota cells). For each quota cell the grid shows in columns:

    • Question (or a number of questions in case of a compound quota, one question per column) which the quota is based on,
    • Limit (the threshold number of calls which should not be exceeded),
    • Counter (the current number of completed calls for this target),
    • Counter Percentage (the current level of achieved quota, expressed as a percentage)
    • Remaining (the number of calls which can still be made for this target),
    • In Progress (the number of calls that are in progress at the moment. The In Progress column is displayed only in case an optimistic quota limit was specified when the Quota was set up in the Authoring module),
    • Optimistic total limit (the Optimistic Total Limit column is displayed only in case an optimistic quota limit was specified when the Quota was set up in the Authoring module)
    • You can optionally display an additional "Call counts column.
    • You can set up Balancing Priority for quota cells.

    You can display the quota information and settings in a separate window. This is a convenient way to compare different quotas, for the same or different surveys. To open a quota view in a separate window, select the required quota using the Select Quota drop down list, then click the Open selected quota in a new window icon.

    From here, you can click the Surveys icon to switch focus to quotas from a different survey.

    Survey popout window showing the surveys icon

    The Select Survey dialog opens. Use this dialog to select a different survey from which to view the quota details.

    Selecting a survey in the Select survey window

    To simplify the process of selecting a survey, the system only lists "recent" surveys by default. These are surveys which contain interviews that have had their extended status changed recently. When the Recent box is checked, a maximum of twenty interviews is listed. When the Recent box is cleared, all surveys are listed.

    Note: Any survey can be used with different call centers. The survey interviews may therefore change their extended status in one call center while they retains the original value in another call center. In such cases, the extended status change is sensed only in the call center where it took place; in other call centers that use this survey the change will not be applied and the survey containing the interview will not be treated as "recent".

    3: Call Counts Column

    The "Call counts" column is a configurable counter which shows the number of interviews/calls for each quota cell filtered using one of the predefined conditions. There are four filters available:

    • Daily Achieved Counters.
    • Scheduled Calls.
    • Scheduled Calls with Specific Statuses.
    • Interviews with Specific Statuses.

    And you can also hide the Call counts column - select None.

    The Call Counts are available only for calls/interviews where the data is known for the questions that make up that quota cell. If the data is not yet captured the cell is not known and is not included in the counts.

    Disabled interviews/calls are not included in the Call Counts by default. To include disabled calls in the count, activate the additional filtering condition by checking the Include disabled calls option. This option is displayed to the right of the Call counts drop-down box, only when you choose the Scheduled calls or Scheduled calls with specific statuses filter.

    By default, the Call counts column is hidden and the Call counts drop-down box displays the None option. To view the column, choose one of the available filters in the Call counts drop-down box.

    If any changes are not applied automatically (the Quotas grid does not refresh after you make changes), click the Refresh icon on the Quotas tab toolbar to update the frame.

    4: Reconfiguring a Filter by Selecting Specific Statuses

    1. Click the Select Statuses icon. This icon is displayed when either the Scheduled Calls with Specific Statuses or the Interviews with Specific Statuses filters are chosen in the Call counts drop-down list.
    2. Check the appropriate statuses in the scrollable list that appears - see the image below.

      3. Selecting statuses to configure the filter for the Call counts counter

    3. When all the required statuses are selected, click OK to apply the filter condition.

    If the grid is not refreshed automatically, click the Refresh icon to update the Call counts column.

    • The Daily Achieved counter shows the number of interviews which were assigned the Completed extended status during the current day starting from 00:00:00 and ending at 23:59:59.
    • The Call counts column shows the number of calls made for each quota cell and matching the criteria selected in the Call counts drop-down list.
    • The status bar in the bottom frame displays the following information:
    • On the left side - the total number of quota cells defined for the selected quota, and the number of currently selected quota cells;
    • On the right side - the total number of interviews/calls matching the criteria chosen for the Call counts column.

    To hide the Call counts column, choose None from the Call counts drop-down box and click the Refresh icon.

    You can display all currently defined quotas in a single view whether or not the quotas are shown in a separate window (see above).

    5: Displaying All Quotas in a Single View on the Quotas Tab

    1. Choose All quotas from the Select quota drop-down list.

      2. When the "All quotas" view is enabled, quotas are displayed in blocks which are placed as specified in the Properties dialog (see below).

    2. Click the Properties icon in the Quotas tab toolbar.

    The Properties dialog opens. This provides controls to configure how quotas are displayed in the Quotas tab (see below).

    The Properties dialog for the Quotas tab

    Toggle the check box next to a quota name to hide or show the corresponding quota data in the quota view.

    Click the Reset icon to undo any check/clear action(s) you have performed to that setting. Note that once you save the changes or move to another setting, you cannot reset.

    The Properties dialog allows you to specify the order in which quotas are displayed in the Quotas tab.

    The Number of columns field regulates how many columns are shown in the grid in the Quotas tab or in the separate Quotas window. One column corresponds to one quota. To edit the setting , type the required number into this field. The number of rows shown depends on the number of quotas marked as visible in the Properties dialog. For example, if you mark 6 quotas as visible, and you enter 3 in the Number of columns field and save the changes, when you choose the "All quotas" view from the Select quota drop-down list the selected quotas will be displayed in 3 columns and 2 rows (6 quotas divided by 3 columns). The figure above shows only the first row (including 3 quotas); scroll down to display the second row and the next three quotas.

    6: Changing the Order in Which Quotas are Displayed in the Grid

    1. Select the quota by clicking its name in the list in the Properties tab.
    2. Move the selected quota closer to the start by pressing the Up icon or closer to the end by pressing the Down icon.
    • Click the Refresh icon in the frame toolbar to check the latest values for ALL counters.
    • All cells of the Counter Percentage column are color coded: the background color of each cell corresponds to a defined value range. Digits are displayed followed by the percent sign. The following colors are used:
    • Red for values in the range 0 to 10%.
    • Yellow for values in the range 11% and up to 90%.
    • Green for values greater than 90%.

    • When a calculated value exceeds 100%, the Count Percentage column will display "100%" instead of the real calculated figure. If a limit for a quota is not set up (the value in the Limit column equals zero) then any number of calls (positive value shown in the Count column) will generate the 100% value in the Counter Percentage column.

    • All changes to quota cell limit values are saved automatically.