Viewing the Interview/Call History

The Interview History window provides you with a detailed list of all actions and operations that have been performed with the current interview, and also provides access to captured data provided by interview questions which are contained in the "callhistoryinfo" loop.

The Interview History dialog contains four tabs:

• The "Call Attempts" tab provides access to basic information regarding all the call attempts made.
• The "Extended Call History" tab displays a list of all operations that involved changing the call/interview properties.
• The "Call History Loop" contains data only if the survey was designed using a template that included the "callhistoryinfo" loop. If so then this tab shows captured data regarding the interview questions that are contained in this loop.
• The "Scheduling Execution Log" tab shows which scheduling rules and actions were performed on the selected call.

Call Attempts

The "Call attempts" tab displays information about:

• Any calls processed by an interviewer;
• "Not Connected" calls processed by a dialer (for predictive and non-predictive surveys).

The first record in the list will always be addition of the interview to CATI (this is the moment it was first assigned the Fresh Sample extended status).

Note that manual rescheduling, priority changes and other operations that are performed through the CATI Supervisor interface are not reflected in this view. Here you can see only the list of calls that were conducted using the CATI Interviewer Console. These and other operations are shown on the "Extended call history" tab - see below.

To update the tab manually, click the Refresh button on the toolbar.

Viewing the List of Call Attempts

1. Display the Call Management window, and choose the required interview/call (go to Viewing the Interview/Call List for more information).
2. Select an interview or a call in the Interview/Call list and click the History button on the toolbar.

The History page opens.

3. Go to the Call Attempts tab.

Figure 1 - The History page with the Call Attempts tab displayed

The information in the Call Attempts tab is organized as a table where each row holds data regarding a single call attempt.

The following data is displayed in the table:

• Start Time – this is the start time of the call.

• End Time – this is the finish time of the call.

• Extended Status– this is the numeric Extended Status value for the call.

• Person – this is the name of the person who has changed the call state (made a phone call as the interviewer).

• Telephone Number – this is the respondent’s telephone number (if known).

• Respondent name– this is the respondent’s name (if known).

• Timezone – this is the timezone of the call.

• Interview Time – this is a time period between Start time and Finish time, which includes call initialization, its processing in the engine module and saving the data.

• Wait Time – this is the time period between completion of the previous call and the start of the next scheduled call.

• Appointment time – this is the time when the appointment is due (if one was made for this call).

• Appointment expiration – this is the time when the appointment expires (if one was made for this call)
• Call Center - this is a Call Center specified for the interview/call on completion of the event.

To update the tab manually, click the Refresh button on the toolbar.

Extended call history

The Extended call history tab lists all operations performed with the current interview by scheduling rules, supervisors using call management actions, or internal system operations such as "Filtered by call delivery" or "Quota balancing".

Note that not all operations change the extended status of a call. If such an operation is listed, it is shown with the Extended Status column blank.

Viewing the Extended History for the Current Interview

1. Display the Call Management window, and choose a required interview/call state (go to Viewing the Interview/Call List for more information).
2. Click the History button on the toolbar.

The History dialog opens.

1. Choose the Extended Call History tab to view the list of operations performed with the current call.



Figure 2 - The History page with the Extended Call History tab displayed

The following data is displayed in the table:

• Event Time – this is the start time of the event.
• Extended Status– this is the Extended Status assigned to the interview/call upon finishing of the event. Not all operations change the extended status of a call. If such operation is listed, it is shown with the Extended Status column blank.
• Shift Type – this is the Shift Type specified for the interview/call upon finishing of the event.
• Call State – upon finishing of the event the interview can be assigned one of the three states: it can be in the "Deleted" state which means it is not scheduled anymore, it can be in the "Enabled" state which indicates that an enabled and scheduled call has been added to this interview, or it can be in the "Disabled" state which shows that the call was scheduled but it is disabled at the moment.
• Priority – the priority value assigned to a call upon finishing of the event.
• Time to Call– value of the Time to Call assigned to the interview/call upon finishing of the event.

Note that for interviews without calls (which are assigned the Completed, Terminated, Deleted and similar extended statuses upon finishing of the event) the value of the Time To Call displayed in the table is taken from the previous state.

• Dialing mode– indicates dialing mode specified for the call. This column appears blank for the calls that are dialed without the use of a dialer system, or shows the name of the appropriate dialing mode specified for the call (survey)
• Assigned to – current assignment specified for the interview/call upon finishing of the event.
• Operation ID – service operation ID
• Operation - operation name
• Expiration Time –expiration time specified for the interview/call upon finishing of the event.
• Call Center - call center specified for the interview/call upon finishing of the event.

You can view the technical details of some operations, for example the user ID of the supervisor who performed the operation. To view operation details:

3. Select the required operation and click the Operation Details button in the toolbar above the table.

The Activate Call page opens. This is similar to the page used to display details of the executed task (go to Viewing Tasks Performed by Supervisors for more information).

Figure 3 - Operation details displayed in a page

Call History Loop

The Call History Loop tab allows you to view captured data for interview questions which are contained in the "callhistoryinfo" loop. Note that the tab will only be available if the "callhistoryinfo" loop has been added to the survey. Refer to the separate Professional Authoring documentation for information on how to add loops to a survey.

A script is used to retrieve the captured data from the "callhistoryinfo" loop. This script must either be included by default in the template that contains the "callhistoryinfo" loop, or must be added to the survey manually by the survey author. To add or exclude questions, modify the loop or create a new "callhistoryinfo" loop, and to extract the data, modify the script accordingly.

The information extracted from the "callhistoryinfo" loop is presented in the grid as a list of the call attempts (one call attempt per row) that were made between the moment the call was activated and the moment the Interview History button was clicked.

Viewing Additional Call History Info

1. Open the Call Management window (go to Viewing the Interview/Call List for more information).
2. Choose the required interview/call in the grid and click the History button in the Call Management window toolbar.

The History page opens.

3. Go to the Call History Loop tab.

Figure 4 - Viewing the call history loop info in the History page

Call attempts are presented as rows in the table.

The CallHistoryInfo data is not collected by default by the CATI system - it is in addition to the information presented on the Call Attempts tab. The Call history loop information shows the data written to all variables defined in a survey based loop with the reserved name 'callhistoryinfo'. The Call History Loop grid columns are configurable and correspond to the variables added to the Call History Loop in the survey. The survey designer may include any variable in this loop. All captured data is displayed as-is; it is not rendered in any way.

Data will not be written to the callhistoryinfo loop for predictively-dialed call attempts where outcomes such as 'busy' or 'no reply' are automatically disposed of, unless custom actions are defined in the survey schedule.

To update the captured data, click the Refresh button on the toolbar.

Scheduling Execution Log

The Scheduling Execution Log shows precisely which scheduling rules and actions were performed on the selected call. Scheduling events typically occur for calls that should be re-scheduled after a 'no reply' or a 'busy' dial outcome in a previous attempt at the call.

Viewing the Scheduling Execution Log for the Selected Interview

1. Display the Call Management window, and choose the required interview/call (go to Viewing the Interview/Call List for more information).
2. Select an interview or a call in the Interview/Call list and click the History button on the toolbar.

The History page opens.

3. Go to the Scheduling Execution Log tab.

Figure 5 - The History page with the Scheduling Execution Log tab displayed

The information in the Scheduling Execution Log allows you to see exactly which rules and actions were performed for the call attempt.