AskiaField modules

AskiaField consists of CCA (Contact Centre Administrator, the core module) and a variety of administrative and interviewing modules which connect directly to it (these are described below). CCA must always be present, but the other modules are used when needed (for example, if you conduct CAWI interviewing, then you would run WebProd).

Most AskiaField modules connect to CCA when they run, and then maintain that connection (in order, for example, to send interview data as it is collected). The exception is AskiaFace (the CAPI interviewing module), which connects to CCA when the agent wishes to synchronise data (e.g. at the end of an interviewing shift).

The modules connect as follows:

The modules are used as follows:

CCA (or Contact Centre Administrator) is the core module, running on one machine. This module is always present, no matter which data collection modes you use. It ensures that all telephone/web/CAPI interviews and call centre functions run in accordance with the options you have chosen. All supervisors and agents connect to CCA, using either the Supervisor module (for supervisors), or the appropriate interviewing module (for agents). WebProd (which handles CAWI interviews) also connects directly to CCA. For detailed information on installing CCA, see the Askia Help Centre article install AskiaField CCA Server.

Supervisor is used by supervisors to manage their surveys and the call centre itself. It can be run on multiple Windows computers, each connecting separately to CCA (typically each supervisor runs this module on his or her own computer). Supervisor has the same interface as CCA, and provides access to all the same functions, including configuring the CCA settings, unless restrictions have been set up in CCA to prevent this (see below for more information) to limit the available functionality. For detailed information on installing Supervisor, see the Askia Help Centre article install AskiaField (workstation); note that you should already have installed CCA, as that module is required in order for the Supervisor module to function.

Note: There is also an easy-to-install version of Supervisor available, called Supervisor Click & Go, which provides all of the functionality with no set-up required by the person installing it.

Webprod is an administrative module that handles CAWI (Web) interviews. It maintains a constant connection to CCA, immediately sending all data it receives back to CCA. Typically, only one instance of Webprod needs to be run. Webprod can be run on the same machine as CCA, or on a separate machine.

Note that although you must run Webprod if you want to conduct CAWI interviews, as it automatically collects the data, you do not actually set up or change any survey settings there; in other words, it runs "silently". You should manage all CAWI surveys through the Supervisor module, as you would for any other type of survey.
For detailed information on installing Webprod, see the Askia Help Centre article install AskiaField (WebProd server).

CATI (askiavoice) is the module used by CATI interviewers (agents) working in call centres (each interviewer has an instance of CATI running on his or her computer). It runs on Windows computers and (in most cases) is used by all agents working within the call centre. It maintains a constant connection to CCA.

For detailed information on installing AskiaFace for CATI agents, see the Askia Help Centre article install CATI on voice agent stations; note that you should already have installed CCA, as that module is required in order for the askiaface module to function.
Typically, agents working remotely (e.g. from home) use CATI Click & Go (see below).

CATI Click & Go is the module used by the majority of CATI interviewers working remotely (e.g. at home). CATI Click & Go runs on Windows devices (each agent running the program on their computer) and maintains a constant connection to CCA. This module is identical to CATI, but is easier to install.

Typically, agents working within a call centre use the standard CATI module (see above).

AskiaFace is the module used by CAPI interviewers (agents); each agent runs the app on their device. It can be run on Windows, iOS and Android devices. AskiaFace connects to CCA to collect survey files and to upload data that has been collected on the device (e.g. at the end of an interviewing shift). It does not need to remain connected to CCA at other times, thus allowing interviews to be conducted where an Internet connection is not available.

For detailed information on installing askiaface for CAPI agents on iOS devices, see the Askia Help Centre article install face on iOS devices; note that you should already have installed CCA, as that module is required in order for the askiaface module to function.
For detailed information on installing askiaface for CAPI agents on Android devices, see the Askia Help Centre article install face on Android devices; note that you should already have installed CCA, as that module is required in order for the askiaface module to function.
For detailed information on installing askiaface for CAPI agents on Windows devices, see the Askia Help Centre article install face on a Windows desktop; note that you should already have installed CCA, as that module is required in order for the askiaface module to function.

Restrictions on the Supervisor module

As noted above, the Supervisor module offers the same interface and functionality as AskiaField CCA, so a user with permission to log in to Supervisor will (by default) be able to access all of the features present in the CCA. However, if restrictions have been defined in the CCA, then the supervisor may only have access to a limited sub-set of the functionality.

The implications of restrictions on the Supervisor module are as follows:

Supervisors can see only the items on which they have supervisor authority. For example, only the agents on they have Supervisor authority (to edit and/or view) will be listed in the agents window.

Information in dialog boxes on which they only have view authority is shown in light grey (to indicate that the item cannot be edited).

When Supervisors edit a basic component that includes another basic component for which they do not have supervisor authority, the box for this second item will say "Not allowed". For example, if they do not have supervisor authority over routes, when they edit an agent the box for Coverage route will say "Not allowed" (if a coverage route was defined).

An item can only be edited by one person at a time. The second person trying to edit will be warned with a message box. The information, however, will be shown in light grey (to indicate that it cannot be edited).

For detailed information on restrictions, see managing restrictions.

Warning: The supervisor module allows you to create a hierarchy in your contact center. You should give serious thought to the hierarchical structure you want to create, especially when granting authority to agents to create and assign new restrictions. Insufficiently trained agents could accidentally deprive other agents – or even themselves – of their Supervisor authority!