Supervisor Dashboard

The most advanced tool for full control of telephone surveys.
Supervisor is IdSurvey's advanced tool for real-time monitoring of interviewers' productivity during telephone surveys.

Monitor the agent performance dashboard in real time.

Supervisor, tracking tools, and monitoring of phone agents are all included in a single dashboard specifically designed for call center supervisors and team leaders. Check the quality and monitor the productivity of phone agents employed in your call center or corporate customer service. Use the simple or the extended table and choose from more than 80 metrics and metadata. Create, edit and save your custom dashboards or discover the ready-to-use ones.

Position

Check the “Position” and “Elapsed time” fields to track the interviewer’s current position and how long they have been working on that particular page.

Idle detection

Take advantage of “Idle detection” to keep track of the actual work time and downtime of each call center agent.

Interviewer Score

Use the special “Interviewer Score” indicator to keep the performance of the agents under control with a single parameter at all times.

Supervisor Watcher.

Watch a live replica of the phone interviewers’ work window.

Supervisor also includes Watcher, the screen monitoring tool that allows supervisors to watch the agent’s window live. The essential screen shows the name or username of the interviewer being watched, the name of the survey, and the replica of the live CATI interface.

Watch a live replica of the phone interviewers' work window.
Watcher, the tool to watch the interviewer screen live with no additional software or plugins.

Privacy protected.

Watcher respects the privacy of the interviewers. Only the CATI screen is shared, ignoring any other window or activity done by interviewers in the workstation. Watcher’s technology does not require additional software or plugins.

Full control of telephone surveys.

The most advanced tool on the market for CATI interviewers monitoring.

Review

Easily monitor every detail of the interviewer activities using out-of-the-box views or create your custom supervisor dashboard. Select, move and sort data columns.

Customize

Select from more than 80 metrics those that are most relevant to your business. Choose from metrics related to call outcomes, work time, hourly and daily averages, real-time information, and more.

Tools

Use advanced tools such as “Idle detection”, “Position” and “Interviewer Score” to quickly monitor the progress of interviews, with no need to watch the interviewer’s screen.

Watch

Quickly access the replica of the CATI interface and control in real time the work of your interviewers, in accordance with privacy rules.

Supervisor Main Features

Watcher

Watch a real-time replica of the interviewer’s screen without installing additional software or plugins.

Real Time Dashboard

Every piece of data displayed on the Supervisor dashboard is real-time and accurate to the second.

Position

Check out the agent’s current position in the interview even without looking at their screen with Watcher.

Elapsed Time

It shows how long the interviewer has been stationary on the page and highlights the data if the time exceeds the set threshold.

Idle Detection

Automatically track interviewers’ downtime and determine their exact working time.

Interviewer Score

Find out at a glance an interviewer’s current performance compared to the survey average.

Metadata and Metrics

Take advantage of over 80 metrics and metadata to customize your dashboard with the data that matters most to you.

Customize

Delete a column, move it, or add a new one. Adapt the dashboard to your needs.

Setting

Choose humanized or simplified time format, customize Interviewer Score and Elapsed Time thresholds.

Standard or Extended

Show up to 10 essential data items in the simple table or use the extended table to add as many metrics as you need.

All survey

Monitor the activities of all ongoing surveys or select a specific one for extensive monitoring of activities.

Today o current sessions

Choose whether to show data from the current sessions or the entire day that includes all working shifts.

Views

Save your custom dashboards or take advantage of the preset ones that you can find in the views menu.

CATI Activity

Use the full power of Supervisor to analyze also the log of activities of your phone interviewers.

Privacy

Watcher only displays the IdSurvey CATI screen and ignores any other activity occurring at the agent’s workstation.

Chat

Use chat with notifications and read confirmations to communicate with agents in real time.

Broadcast messages

Publish daily or permanent announcements visible to all survey-connected interviewers.

Call intrusion

Listen to the call, communicate with the agent or actively engage in the conversation.

Discover IdSurvey

The most powerful survey software, loved by professionals.

Knowledge base

Enter the knowledge base to discover all the solutions and strategies for setting up and designing questionnaires.

Guide and papers

IdSurvey has an online guide for all features of the software so you can easily discover all tools.

Help Desk support 24/7

Using your ticket area you can request technical assistance. One of our experts will answer you back shortly.

Methodologies compared: advantages and disadvantages of data collection via telephone, web and on field. (CATI, CAWI and CAPI)

CATI

CATI methodology (Computer Assisted Telephone Interview) improved telephone interviewing process. In fact, a software automatically support and lead the interviewer during data collection. Thus, they see questions on the screen followed by possible answers. For this reason, it has several advantages:
  • high quality of collected data: you avoid any interviewer misinterpretation or incorrect question administering;
  • time reduction: automatic callback managed by the system. The interviewer can also directly insert the data with no use of paper;
  • more accuracy: being completely automated, there’s no room for mistakes or unclear compiling;
  • complete control on interviews progress: you can check in real time completed, incomplete and dropped interviews.

CAWI

Web revolution has been crucial to market research evolution. This is particularly true for CAWI methodology (Computer Assisted Web Interviewing). Back in the days, with CAWI you could reach just around 20% of the population. So it was used just for limited purposes. Today, you reach wide and generic population (an entire country, a multinational corporation…). A link is sent to the respondents via email. They just follow the link to complete the questionnaire. Main characteristics of CAWI method are:
  • 1. the software autonomously send the emails and takes care of their following classification. Finished questionnaires are marked as complete.
  • 2. the respondent is invited via email and clicks on the link to answer the questionnaire. Obviously you need to have all email addresses of your respondents to carry on a CAWI survey.

CAPI

CAPI method (Computer Assisted Personal Interview) is the tech evolution of Face to Face research. An interviewer collects the data in a face to face meeting with the respondent. Using a mobile device or PC even offline, the interviewer carry on the interview and send back the answers in real time. Data are immediately sent to the main server. CAPI is used a lot in Mystery Client research: mystery clients can discreetely complete their task in their smartphone or mobile device.

Observations on CATI CAWI CAPI Surveys

To sum up, we compared CATI CAWI CAPI Surveys. And each one of them represented a step forward for market research. Now it’s time for some observations on the actual effectiveness of these methodologies. CAWI methodology has several advantages but requires all respondents to have an email account and a basic knowledge of computers to correctly complete the questionnaire. CAPI methodology’s biggest quality is the real face to face interaction between respondent and interviewer. In contrast, the average number of completed interviews in a working day is usually lower than CATI. CATI methodology guarantees the benefits of the other two techniques above. Specifically, an heterogeneous target and the call agent that can help the respondent during the interview. But CATI is still the most expensive method because of higher costs linked to the call center, the interviewers and phone traffic.