CATI Options

Note: CATI is a chargeable add-on, and this tab will only be visible if your company has licensed the add-on. If your company has licensed the CATI add-on, then a User Guide for this functionality is available. Refer to this guide for further information.

If you check the CATI Survey box on the Survey Channels tab, then the properties on the CATI Options tab - - become active.

Note: When you launch a survey in CATI mode (you have checked the CATI Survey box in the Launch Survey window) you will automatically be given the "Supervise CATI Project" permission for that survey (go to Permissions for more information).

Figure 1 - The Survey Settings > CATI Options tab

The options in this tab are as follows:

• Enable open-end reviewing by interviewers - when a survey contains Open Text fields, after the interview is completed the interviewer may need to go back through the questions and review/edit the text he/she has written. When this box is checked, all Open Text fields in the survey will be made available on the interviewer's display after the interview is completed.
• Display answer codes in survey - CATI interviewing supports the use of the keyboard for selecting answer options. Check this box if you wish the interviewers to be able to see the codes. The interviewer can then type the code value or text into the field and press Enter to "select" the answer option.
• Enable scheduling for Web interviewing - if this box is checked, if a web interview finishes with a predefined status then the CATI scheduling rules will be invoked. Typical scenarios where this may be invoked are as follows:
• A Multimode interview that is started in CATI but completed via Web because when the email is sent to the respondent during the CATI interview an appointment is created for some point in the future (for example 1 week). If the respondent later completes the survey via the Web, the appointment is removed. If they do not complete it then the appointment will remain valid and will need to be followed up by the interviewer.
• A Web survey that has an option to have an interviewer call the respondent back. After the respondent requests this, the system will create a call for that respondent in its call queue. This is done via the scheduling rules.

• Enable automatic removal of calls for numbers in telephone blacklist - when this is enabled, all telephone numbers contained in the sample are checked against the blacklist. When a blacklisted number is found, the call corresponding to this number is deleted from the schedule and the call is assigned the “Blacklisted” extended status. When this option is disabled, telephone numbers from the sample are NOT checked against the blacklist. Note that when this option is disabled, any previously blacklisted numbers for which calls had been deleted are retained in the “Blacklisted” status until the supervisor changes the status manually.
• Allow dynamic creation of new respondent records - activates the Create New Interview button on the CATI console. This button then allows the CATI supervisor to create a new interview for the current survey when there is no preloaded sample record available. It also allows new interview records to be created automatically when using inbound call routing, in situations where the caller cannot be identified against the existing sample contacts.
• Dial mode - this is the method used to dial the telephone numbers. The mode selected will depend on the dialing system used by the call canter that will be using the survey. The options are:
• Manual - the interviewer is allocated a telephone number by the CATI system, and manually dials the number on his/her telephone.
• Preview - the CATI system presents the telephone number on the interviewer's display, and the interviewer clicks, for example, "OK" when he/she is ready to start the interview. The CATI system then dials the number and connects the line to the interviewer's telephone.
• Automatic - the CATI system dials the next number in its sample list automatically as soon as it registers that the interviewer is finished with the previous interview.
• Predictive - when the dialer dials a telephone number, in a large proportion of cases the line may be engaged, the prospective respondent may not answer the phone, the number may be a fax machine etc. If the dialer were to dial a number and wait for a reply before trying the next, a lot of time will be wasted. The dialer will therefore dial several numbers simultaneously and pass the first answered line to the first available interviewer. This can increase productivity for the call center, but can result in a lot of prospective respondents receiving "nuisance calls" - where their phone rings, they answer it but there is no-one on the other end. Careful adjustment of the dialing system is therefore necessary to keep the percentage of nuisance calls to a minimum. A large number of dialing systems are available on the market. For further information on the dialer your CATI system is using, refer to the technical information provided by your dialer supplier or the internal team responsible for your CATI/dialer infrastructure.

Note: Changes to the Dial mode are only effective after the survey is re-launched, and will only be applied to the dialer once the survey is closed/shutdown and then re-opened in the CATI Supervisor.

• Enable whole interview audio recording - if a dialer is used for the call, when this setting is enabled the audio for all interviews carried out in this survey will be recorded and available for playback from the call management dialog. If screen recording is also enabled, the interviews can be replayed with both screen and voice from the 'Recorded Interviews' tab in the CATI supervisor.
• Enable live call monitoring - This setting makes it possible to allow or deny a supervisor access to live call monitoring functionality. Live call monitoring means that the supervisor can start monitoring an interviewer while the interview is being conducted. A monitor window will open which mirrors the screen activity of the interviewers console application. If an integrated dialer is being used then it may also be possible for the supervisor to listen to the audio of the live call. A monitoring session is started by clicking on the button to start monitoring from within the ‘Interviewers List’ (available under ‘Activity Views’ in the CATI Supervisor UI). Note that to be able to use monitoring functionality, the monitoring application must first be installed on the machine used to perform monitoring.
• Allow monitoring from the beginning of the interview - allows the supervisor to start monitoring on any call and at any point during the course of the interview.
• Only allow after execution of enable function - only allows the supervisor to monitor calls that have the ability to monitor enabled by the survey script function EnableLiveMonitoring(). Note that live call monitoring will only become possible after the point in the survey where this script function has been executed.
• Enable interview screen recording - (default - not selected) This setting makes it possible to enable or disable screen recording (video capture of the interviewers application screen).
• Automatically start at beginning of interview - screen recording will automatically start at the beginning of each interview.
• Only start after execution of enable function - screen recording will only start for interviews where the survey script function StartScreenRecording() has been executed (recording will start from the point at which the function is executed). Note that to be able to play recordings, the monitoring application must first be installed on the machine used to perform video playback.

(go to About CATI for more information).