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Viewing the Interview/Call List

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    You can view the complete list of interviews and calls for the current survey. The interview/call list is displayed in the Call Management window. The current survey name is shown above the toolbar.

    Figure 1 - The Call Management dialog

    By default the list displays calls in the “Scheduled” state (the state can be selected in the View drop-down list above the grid). Available views are described below. The following controls are available for displaying data in the interview/call list:

    Name

    Function

    View

    Displays interviews/calls in the currently chosen state whilst hiding the rest

    Customize view Allows choosing which columns are displayed in the Call Management window in the Scheduled view and saving this layout for future use

    Advanced Filter

    Allows selecting an expression for filtering the displayed interviews/calls
    Add Advanced Filter Allows adding an advanced filter to the call management view.

    Show Time in Respondent time zone

    Toggle button. When enabled displays time considering the respondent time zone.

    Add question

    Adds variable columns to the interview/call list.
    Surveys

    Displays the Select Survey dialog. This allows you to choose another survey to be loaded in Call Management.
    Calls available now Filter the scheduled calls list to show only currently available calls, hiding future, inactive, or disabled records. Turning it off restores the full list. Assigned calls require applicable interviewers or groups to be logged in.
    Retrieve audio Toggle button. When enabled shows whether recorded interviews contain an audio track. Available only in the "All" state view.

    Refresh

    Updates the interview/call list.

    Clear selection

    Deselects all the selected interviews/calls in the list.
    Go to Reviewer Displays the Reviewer module window with the list of sessions shown

    Add interview/call

    Allows adding a new interview/call and configuring its properties
    History Displays the History window. Provides information regarding call attempts made and allows viewing captured data regarding certain interview questions which are contained in the special loop called "callhistoryinfo"
    Active calls Displays the Active Calls window showing the number of calls currently ready to be delivered to interviewers
    Interview history Displays the Interview History window which shows information contained in questions that were added to the "callhistoryinfo" loop
    Export Allows exporting the interview/call list.

    Close window

    Closes the Call Management window.

    The total number of interviews/calls and the number of selected interviews/calls are displayed in the status bar.

    Search Tips

    You can filter Call Management lists to find a subset of calls by looking for specific properties. Each column has a field below the column heading; enter values in these fields to filter the current list as ‘Quick Filters’. To learn more, visit: Filter Tips for use in Call Management.

    Viewing the interview/call list

    1. Right-click the row in the grid in the top right frame of the main CATI Supervisor window which contains details of the required survey, and choose Call management from the shortcut menu, or click the Call Management button on the toolbar.

      2. The Call Management window opens.

      Figure 2 - The Call Management window

      This window lists the properties of the selected interviews/calls. Four separate interview/call views are available from the View drop-down box at the top of the list, or you can select to see all four interviews/calls views as one list. The options are:

      • Scheduled - these are planned (scheduled) to be delivered to an interviewer at the specified time.
      • Not Scheduled - lists only interviews that are no longer scheduled. These interviews were once scheduled and were classified as calls, but scheduling was canceled for some reason. For example these may be interviews with the Extended Statuses Completed, Terminated etc.
      • High Priority - a scheduled call can be given a high priority based on specified criteria, for example the Interview ID value. Interviews with lower ID vaIues are more likely to be shown in the High Priority list. Note that "High Priority" is not a State but rather a group of calls that are likely to be delivered to the interviewer in the near future.
      • Sent to Dialer - if the survey dialing mode is set to Predictive or Hybrid (Preview in a Predictive survey), the calls that are sent to the Dialer are shown in the "Sent to Dialer" list. Calls that have been sent to the dialer cannot be modified until they have been returned to Forsta Plus, so all actions in this view are disabled.
      • All interviews/calls - displays all interviews and calls that currently exist for the selected survey.

      Scheduling means that an interview is configured to be delivered to an interviewer at a specified time interval (shift). The actual interviewer does not need to be defined; any will do. The interview is then allocated a "Call" property. Calls are interviews which can be delivered to an interviewer and conducted by them.

      Note that calls that are being conducted at the current time by the interviewer are not shown in the Call Management window. These calls can be viewed in the Interviewer Activity List window (go to Monitoring Interviewers and their Work Overview for more information).

      The Call Management window can also show "Disabled" calls. These are calls that are flagged to prevent them being delivered to the interviewer. Disabled calls are displayed only in the Scheduled and All views. In the Scheduled view, disabled calls are grayed out and an icon is shown in the "State" column. Disabled calls are also displayed in the All view list but they are highlighted in this view (go to Disabling and Enabling Calls for more information).

      The columns displayed in the window depend on the state selected, so the grid may exceed the width of the window. You can adjust the column widths, and this adjustment will be remembered when the Call Management window is closed and reopened.

      Three basic property sets are predefined: Interview, Call, and Appointment. The Interview and Appointment property sets are displayed for interviews/calls in all states, the Call property set is displayed only for calls in the Scheduled and High Priority states.

      The following properties are displayed in the Interview set:

      • Interview ID – this is the ID of the interview record in the queue.
      • Telephone number – this is the telephone number of the respondent (if known).
      • Respondent name – this is the name of the respondent (if known).
      • Timezone – this is the timezone of the record.
      • Extended Status – this is the Interview Extended Status value for the call.
      • Call Attempts – this is the number of call attempts made.
      • Assigned To – this is the list of persons/groups to which this call is currently assigned.
      • Time of last call – this is the time the record was last called.
      • State – indicates whether the call is disabled or not, and whether it was disabled by user or as a result of the Quota management rules application. Disabled calls are highlighted in yellow or red - see Disabling and enabling calls for details. The column and highlighting are shown only for the "Scheduled" calls.
      • Dial mode – indicates the dialing mode for this interview. Shown only for the "Sent to Dialer" interviews.
      • Dial Type – indicates the dial type for this interview. Shown in all views.
      • Review status – this column provides tracking information showing the review progress of the interview. The following statuses are shown: - Not sent to review (Review session has not been created for this interview); Sent to review (Review session has been created for this interview); Review session started (one or more interview questions has already been reviewed, but the session has not been completed); Review session completed. Shown only in the "All" interviews/calls view.

      The following properties are displayed in the Call set:

      • Call Priority – this is the priority value of a call where a value of 1 is the lowest priority and any value higher than 1 can be used to give greater priority. Most call statuses have a default value of 1 assigned however appointments are an exception and have a default value of 1000 for high priority.

      Note: A value of 0 indicates that the call has no priority and should never be called.

      • Time to call – this is the time the call is due.
      • Expiration Time – this is the time when the call expires.
      • Shift type – a shift type defined for this call by a corresponding scheduling script.
      • Assigned To - this is the group/person the call is assigned to.

      The following properties are displayed in the Appointment set:

      • Appointment Time – this is the time the appointment is due.
      • Appointment Expiration – this is the time when the appointment expires.
    2. You can specify which columns are displayed in the table and in which order, when you choose a Scheduled view from the "View" drop-down list (go to Customizing Call Management Scheduled Views for more information).
    3. Click the Refresh button on the toolbar to update the interview/call list.
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