In this article
The Interviewer Productivity Report is configured using a template. Template parameters include options to:
Make the template public (shared with other supervisors)
Split the report by survey
Hide zero values
Show dialer attempts
Include break-time in calculations
Define extended statuses to be counted as ‘Complete’
Exclude extended statuses from the ‘Interviews’ counts
Define a user configurable column (any combination of extended statuses)
Add columns for additional extended statuses
Modify report column headings and positioning
Once set, the template configuration can be re-used in any report, thus saving time otherwise required to enter report parameters.
A default template is chosen for you in this list at the start - this is the System template. If you are familiar with templates, choose one from the Template drop-down list in the report toolbar or use the default.
- If you need to change the template settings click the Manage Customizations button on the report toolbar. This will display the list of report templates.
Note: The template list opens in the same frame as the report - it replaces the report interface. To return to the report after you have finished configuring a template, choose the "Open report" command in the three-dot action menu in the right column. This action chooses the currently selected template as a basis for the report and displays the report interface in the workspace.
The template list is presented as a grid with the following columns:
- Name - template name. May be in Bold typeface marked as (Default) - means this template will be offered by default to build a report upon;
- Created - the date and time the template was created;
- Created by - the name of the supervisor who created this template;
- Last modified - the date and time the template was last modified;
- Access - can be set as Public (available for all supervisors in the company without limitations), Personal (available only for the creating supervisor or an administrator), Read only (the system template available for all supervisors in the company but in the read-only mode, cannot be set by a supervisor).
- A three-dot action menu - clicking this menu opens a list of actions the user can perform with the chosen template:
- Edit - choosing this command will open the "Edit Report Customizations Template" dialog.
- Duplicate - creates a copy of the selected template and prepends a "Copy of" text to its name;
- Delete - deletes the selected template;
- Set as Default - sets the selected template as default (this template will be offered by default to build a report upon). The Access setting for the Default template cannot be changed - it is automatically set to Public once the template is set as "Default";
- Open Report - opens the report (the one which you left when you have chosen the Manage Customizations button) and sets the selected template for building this report.
The template currently selected as default is highlighted in bold typeface.
Although in most cases it is easiest to start from a duplicate of an existing template, you may wish to create a completely new template. To do this click the New Template button on the toolbar. This opens the "Create Report Customizations Template" dialog.
Start with the General Settings tab.
1 Template Name – Enter the Template Name. Use a meaningful name that will help users to identify it when looking through the template list.
2 Page Orientation – Choose the Page Orientation. The "Landscape" option is enabled by default. You can also choose a "Portrait" orientation. A "Landscape" orientation is recommended for reports containing many columns as this will provide more space and improve the chance of the full table fitting onto a single sheet of paper when printed.
3 Statuses to INCLUDE in the "Completes" status counts – Configure which extended statuses should be counted as ‘completes’ for the purpose of the report. Click the arrow button to open a drop-down list and choose the required statuses. Only one status at a time can be added – repeat the procedure to add more. To remove a status, click the cross icon near its name.
4 Statuses to EXCLUDE from the "Interviews" counts – Configure which extended statuses should NOT be counted as ‘Interviews’ (connected calls) in the report. This is useful to exclude statuses like ‘answer phone’ or other non-convertible calls that interviewers cannot turn into completed interviews.
5 Statuses to INCLUDE in the "User Configurable" column – Add an additional column to the report, which gives a combined count of selected extended statuses. Note: The column assumes a default title of ‘User Configurable’, but it can be relabeled once it has been included in the report.
6 Is public – Configure the Access option. When the "Public" option is turned on (default), the template becomes available to all supervisors in the company. If disabled, it is accessible only by the creator and system administrators.
7 Show dialer attempts – Turn this on to include statistics reflecting the number of times the dialer attempted to connect.
8 Split by survey –When you build the report against multiple surveys, instead of producing one aggregated table, this option generates a separate table per survey. A drop-down list makes it easy to toggle between tables for each survey. If the report is exported to Excel, each survey will be displayed in a separate worksheet. When the report is built there will be a drop down selector to pick the survey you want to see the results of.
9 Hide zero values – Exclude interviewers who have never logged in to work with the Interviewer Console during the report period. Enable the "Hide zero values" option to exclude these "inactive" interviewers.
10 Include break time in calculations – Add the amount of time spent on breaks to the calculated statistics. When this is enabled the "Completes per logged on hour" and "Interviews per logged on hour" statistics will include break time. Break time is attributed to the specific survey the interviewer was working on during the report period, rather than shown as a single total.
Note: The break time is attributed to each particular survey that the interviewer has been working on during the time period specified for the report (it is not shown as a single total for this interviewer).
Here you can configure the layout of the report by adding/removing columns and counts of interviews with certain extended statuses to the report. Also this tab makes it possible to change the order of columns in the report.
To add additional columns to show the counts for selected extended statuses choose the Extended Statuses tab and then move the desired columns into the Selected Columns pane. This can be achieved by clicking on the plus button which appears when hovering the mouse on a status label or by simply dragging and dropping into the right pane.
Bear in mind that if you do not add the "User ID" column the report will be compiled but it will contain no total figures since the system will be unaware for which user(s) the totals should be calculated.
Change to the Extended Statuses tab in the left pane and repeat the procedure to add extended statuses to the Selected Columns pane.
Columns are marked in the Selected Columns list as follows: a column is marked , and an extended status
. You can change the order of columns and statuses in the report - drag any column or status name up or down the list and drop it at the desired position. The name is highlighted as you drag it. The leftmost column is at the top of the list and the rightmost is at the bottom. It is possible to adjust the column labels that will be used at the top of the report, to do this simply click on the pencil icon (seen when hovering the mouse over any field name in the Selected Columns pane).
Tip: To edit any template which is available for editing, click the three-dot action menu for that template and then choose the Edit command. This opens the "Edit Report Customizations Template" dialog.
Call Duration Timing
Additional columns can be included in the report to show more granular duration timings. These additional timing fields can be inserted into the Interviewer Productivity report by modifying the report template to include the additional columns.
These columns are as follows:
Waiting time: Waiting time before the call has started
Preview time: The difference in seconds between the interview start time and the first time the phone connection was established within the interview. Only applicable for Preview interviews
Wrap time: The difference between the last time the phone connection was disconnected within the interview and the start of the open end review (if open end review is enabled for the survey) or the interview end (if open end review is not enabled for the survey).
Connected call time: The difference between the first time the phone connection was established within the interview and the last time the phone connection was disconnected within the interview.
Interview time: Duration of the call attempt
Display time: The difference between the time the system finds and/or connects the call and the time the page is loaded into the interviewer console.
Open end review time: Duration of time the interviewer spent reviewing open ended questions at the end of the survey (if open end reviewing is enabled).
Note: The new timing data fields are also available via the CATI REST based API for extraction to external applications.
To do add the Call Duration Timing columns to your report, proceed to the Column Settings tab and add the following columns:
The following image illustrates how these timings fit together to make up the combined call duration: