Supervisor Dashboard
Monitor the agent performance dashboard in real time.
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.
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.
Privacy protected.
Full control of telephone surveys.
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.
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.
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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.
