ComQuest Callout menu options
From the Call Out menu, you can select Make Calls, Review Most Recent Calls, Review History, Review Completes, Incidence Reports (overall and Interviewer) and Review Changes, Downtime Report and Timesheets.
As with all menu options in ComQuest, you may select your choice from the pull down menus in one of two ways. Place the mouse arrow over the desired selection, and click the left mouse button one time. The icons on the main screen taskbar also provide shortcuts to the most often used procedures.
Make Calls is where the interviewers will spend most of their time, placing calls, screening prospective respondents and transferring them to the Fileserver to take the music test.
Review Most Recent Calls - The last attempt placed to each respondent is listed in descending order. This displays the respondent records of the most recently called respondents. Each time a respondent is called, the date and timestamp on their respondent record is updated. When you Review Most Recent Calls, you will see the respondent records listed in descending order, with the most-recent calls at the top of the browse window.
Review History - Every attempt to each respondent is listed in descending order. You might see the same respondent listed many times, as each attempt to them is saved as a new History record. While each respondent has only one respondent record, they can have many History records. Each time a respondent is called, a new History record is created. Thus, if a person has 5 attempts that resulted in Busy or Answering Machine status, took the test twice and later was Terminated, you would see a total of 8 History record entries for that respondent in Review History. The records would of course be ordered by the date and time of each transaction.
Review Completes displays the most recent Completes, in descending order. Remember, a respondent's status is Take Test/X when they're transferred over to the Fileserver, and only gets changed to Complete/X when they have rated all the songs. ("X" indicates the number of times the respondent has taken/completed the music test.) Review Completes is very much like Review Most Recent Calls, except a filter is applied to the respondent records, filtering out all respondents that did not actually Complete the test.
With any of the respondent browses, including Review Most Recent Calls, Review History and Review History, you can view and/or change any entries in the respondent record simply by double-clicking on the desired record. You can also highlight the desired record and click the Select button to display the entire respondent record.
Incidence Report provides you with an overall look at how many:
|•||Attempts - Total number of times interviewers clicked Dial button.|
|•||Unqualified - People interviewers spoke with that did not qualify to take the test, based on either demo, gender, ethnicity or station cume/preference|
|•||Test Takers - People that qualified for and agreed to take the test. Once the interviewer clicks the Transfer button to send the respondent to the Fileserver, their status is updated to Take Test. They stay a Take Test until which time they actually score the last song in your test.|
|•||Completes - Once a Take Test completes the music test (scores the last song you're testing), their status is upgraded to Complete. You can always tell the difference between the respondents that qualified for the test, were transferred to the Fileserver and started the test but did not finish --- Take Test will be their status --- while those that actually finished the test --- will have a status of Complete.|
|•||Call Backs - This is a total of all people that are in your system to be called back at some point in the future. Call Backs include Busys, Answering Machines, Call Backs as well as Panels; previous Test Takers and Completes that are scheduled to be called back again in the future. Once you begin using ComQuest, the number of Call Backs will continue to grow. Due to panels, you will never reach a point where Call Backs every drops below a few hundred.|
|•||Total Hours of Dialing - This calculates the combined, elapsed time of all interviewers for the research period.|
In addition, the respondents who took the test or completed the test (depending on whether you have Use Completes Only turned on or off in the Defaults screen), are broken down by these attributes:
Review Changes lets you scan through the log file of a specific interviewer. A log file with the interviewer's name and an extension of .CHG is created for each user with a level of less than 800. For example, if Julie Smith is an interviewer with an access level of 200, her change file is called JULIE.CHG. Everything she does outside of the Make Calls procedure is recorded in this file; for example, going into the Review Most Recent Calls screen, dialing a respondent, etc.
Interviewer Incidence can be displayed on the screen, or sent to the printer. There are three types of Interviewer Incidence; the first is a Browse Screen for a specific interviewer which will show every call made by the interviewer for the period you define. The second type is a Detailed Report which calculates the overall efficiency for each interviewer, and displays the Attempts, Completes, Terminates, Call Backs and Not Qualified's for the period you define, as well as an hourly rate for each status. The third type is a Summary Report which simply ranks all interviewers by their completed interviews and also displays their attempts (and rate per hour for each attribute).
Downtime Report details the longest intervals between calls for each interviewer. As a date and timestamp is assigned to each call made by each interviewer, this is a very simple report for a computer to compile. Using this report, it's easy to spot any interviewers that are take more breaks, and/or longer breaks than they are allowed.
Timesheets produces a chronological listing of hours and days worked, on a separate page for each interviewer. You can either use this report in conjunction with, or instead of, your regular timesheets for interviewers.
Real-Time Metrics allows you to see a snapshot of call productivity, while the interviewers are making calls. You can sort by Attempts, Completes, Busy's, etc., and also choose whether to view productivity for the last hour, two hours, four hours or 24-hours.
Move Interviewer If you are testing multiple databases, on multiple Fileservers, at the same time, you can send a scrolling message to specific interviewers, requesting that they move to another database. You select the specific interviewer(s) from a list, as well as the destination database you wish to move them to.
Monitor Interviewer While viewing interviewer productivity in Real-Time Metrics, if you click on the name of an interviewer that is currently in Make Calls, you will be able to view a replica of their actual computer screen in real-time. This allows you (while monitoring the audio portion of the phone call) to make sure the interviewer is clicking on the correct choices, based on what the respondent is telling them.
The last three items, Real-Time Metrics, Move Interviewer and Monitor Interviewer, are generally used by clients with larger call centers, who wish to assert more control and checks and balances from a central location.