Monitoring Interviewers and their Work Overview

To monitor interviewers' and virtual IVR agents' work, go to the Navigation frame > Activity Views tab and choose the Interviewer List. The list opens in the Interviewer List window.

Note: Virtual IVR agents are listed separately and are not included in the "human" interviewers' list.

As a supervisor you can choose to view either the list of "human" interviewers or the list of virtual IVR agents. Toggle the IVR Agents box to switch between the two lists.

The Interviewer List window shows a list of the interviewers currently logged into the system. These interviewers can be either working with the CATI Interviewer Console module or on a break (go to Taking a Break as an Interviewer for more information). Information about the interviewers is displayed, one row per interviewer. You can highlight a row by clicking on it to facilitate monitoring - the row remains highlighted even if the view refreshes and the interviewer moves up or down in the list.

When an interviewer logs out of the system or when they are logged out by the system automatically for any reason (for example the interviewer's job is terminated by the supervisor), the record is removed from the Interviewer List.

The virtual IVR agents are logged in permanently; when no interviews are pending they stay logged in and wait for an interview to appear.

Note that to monitor the interviewing process in real time you must start the Monitoring Console, which is installed and launched independently of the CATI Supervisor module. When the monitoring Console is not started, only specified alerts are displayed in the window grid.

Figure 1 - Activity Views - Interviewer List dialog

The Interviewer List dialog provides the following information:

• ID - interviewer's ID.

• Survey ID - ID of the survey to which the current interview pertains.

• Survey Name - name of the survey to which the current interview pertains.

• Interviewer - interviewer login name.

• Question - name of the currently active question.

• Last submission - time spent to submit the last answer (in seconds).

• Duration - duration of the current interview, or of the break period (in HH-MM-SS format).

• Delivered - timestamp indicating when the current interview was delivered to the interviewer, or when the break has started (format determined by the system locale).
• Review - the amount of time an interviewer has spent on open end reviewing in the current call (if a survey has the open end feature enabled).

• Timezone - interviewer time zone.

• Login - current interviewer's status ("Yes" indicates the interviewer is logged in and working, "On break" indicates the interviewer is logged in, but has left the desk and will be back shortly).

• State - the state which CATI Interviewer Console currently is in (the interviewer may be selecting a survey/respondent, conducting an interview, waiting for a call to be assigned, etc).

• Keep Alive - timestamp of the last successful server-to-interviewer-station query, indicates that the current interviewer session is considered as still continuing (when time interval between the last successful keep-alive query and the last unsuccessful query exceeds the limit, the interviewer is automatically logged out).

• Dialer - indicates whether the dialer is used by this interviewer, and displays the dialer name when the dialer is used.

• Dialing mode - the dialing mode which the interviewer currently works in (go to Dialing Mode for more information).

• Problem - displays a corresponding error message in case a telephony problem occurs.
• Station ID - station ID entered by the interviewer at log-in time.

The Interviewer Activity view is simplified for users working without an integrated dialer. In this case columns that are only relevant when a dialer is being used are removed.

If the interviewer is currently on a break, all fields in the grid related to a project and an interview go blank, the Login field shows an "On break" message, the Delivered field shows the time when the break started, and the Duration counter shows the duration of the break period.

The first three grid columns are occupied by:

• Alert indicators (blank in case no alerts were triggered, otherwise can show the Red or Amber alert icon (go to Setting Up Interviewer Alerts for more information).
• The Monitoring Console Start/Stop button (changes depending on situation) (go to Monitoring Interviewer's Work in Real Time for more information).
• The Send Message button .

The last column is occupied by the Terminate button (the pop-up displayed when the mouse is over the button explains how it works - "Force the interviewer to be logged out") (go to Terminating an Interview and Forcing the Interviewer to be Logged Out for more information).

Alert indicators are used to indicate alerts pertaining to different interviewing parameters (go to Setting Up Interviewer Alerts for more information).

The Monitoring Console Start/Stop button toggles the interviewer work monitoring (go to Monitoring Interviewer's Work in Real Time for more information). If monitoring is not permitted - the button is replaced by the Monitoring not Permitted icon

The Terminate button allows you to terminate the interview currently being conducted by the selected interviewer (go to Monitoring Interviewer's Work in Real Time for more information).

The Send Message button allows creating and sending messages to interviewers (go to Sending One-way Notification Messages to Interviewers for more information).

The Interviewer List dialog also contains a toolbar with the following buttons.

Button	Function	Description
	SELECT SURVEYS	Displays the Select Surveys dialog. Allows selecting surveys for which the list of interviewers is displayed in the grid. Changes color to orange when some surveys are selected.
	INTERVIEWERS	Displays the Select Interviewers dialog. Allows selecting interviewers to be shown in the view. Changes color to orange when some interviewers are selected.
	SET INTERVIEWER ALERTS	Displays the interviewer alert form. Allows configuring alert threshold for a number of parameters.
	REFRESH	Allows updating the Interviewer Activity View manually.
Drop-down list	REFRESH RATE	Allows specifying how often the survey list should be updated to reflect the most recent parameter values
Drop-down list	DIAL TYPE	Allows filtering interviewers included in the view by the dial type. Available only when the "TCPA compliance mode" is enabled for the company. Refer to Dialing in the Single Survey TCPA mode for more information on the Dial Type.
Check box	ALERTS ON TOP	When enabled sorts interviewers by triggered alerts (in the order of alert importance - red alerts appear on top).
Check box	SHOW ONLY ALERTS	When enabled displays only rows containing alert information while hiding all other rows.
Check box	IVR AGENTS	When enabled, reveals the IVR agent list while hiding the "live" agents
	EXPORT	Allows exporting currently displayed list of interviewer activities.
	CLOSE WINDOW	Closes the Interviewer Activity View window.