The monitor window in supervisor allows you to view the status and statistics of a sample list which is currently running. You can open this window by right-clicking a sample list and selecting monitor, or by right-clicking a task, group or agent and selecting lists monitor.
The information displayed depends upon how you opened the window:
If you opened the window by right-clicking a sample list, details are shown for that list;
If you opened the window by right-clicking a task, details are shown for any lists associated with that task;
If you opened the window by right-clicking a group, details are shown for any lists assigned to that group;
If you opened the window by right-clicking an agent, details are shown for any active lists assigned to the agent's outbound group.
The monitor window contains the following tabs:
Statistics on numbers: Displays information on the current and global status of the sample list's addresses (how many of these are still available, how many have been concluded with successful interviews, how many failed, etc.).
Statistics on calls: Displays information on the current and global history of all calls made using addresses of this sample list (how many of these led to a successful interview, how many met a "no tone" call result exit code, etc.).
Statistics on last calls: Displays a full snapshot view of a sample list's status, by detailing the number of addresses which are currently labelled as "No answer", "Busy" and all other Call result exit codes.
Statistics on mails: Displays information on the current and global history of all mails involving this sample list (how many were successfully sent, how many failed, and why, how many not read, broken down into mail categories). Note that there are separate sub-tabs for each mail (the initial invitation mail, and subsequent reminder mails).
From version 5.3, the statistics on this tab are broken down as follows:
Not mailed: the invitation mail has not been sent. This statistic is available from version 5.4, and is broken down into the following sub-categories:
Available: respondents who are available to be invited.
Quotas Closed: respondents who fall into a quota which is full.
On DNC list: respondents on a do-not-contact list, so they will not be invited.
Invalid email address: respondents who cannot be contacted due to not having valid email addresses in the sample list.
Reserved for telephony: respondents who will not be mailed, as they are marked to be contacted by telephone.
Priority 0: respondents who are set to priority 0, which means they will not be contacted.
Sending successful: the invitation has been sent successfully. This is broken down into the following sub-categories:
Not yet read: the invitation mail hasn't been opened.
Not yet responded: the invitation mail has been opened, but the survey start link has not been clicked.
Responded: the invitation mail has been opened, and the survey start link has been clicked. This is broken down into the following sub-categories:
Not yet finished: respondents who finished the survey but who have not yet finished it.
Completed: respondents who finished the survey.
Out of quota: respondents who were quota'd out of the survey.
Survey offline: respondents who clicked the survey start link while the survey was offline in set WebProd.
Finished without saving: interviews where the "go to and mark as complete" routing logic was executed.
Screen-out: respondents screened out of survey.
Sending failed: the system attempted to send the invitation, but was unsuccessful. This is broken down into the following sub-categories:
Bad address: email address field in the sample list had an invalid character (e.g. a comma or semi-colon).
No connection: the CCA lost connection with the SMTP server. This error can occur when a batch of emails to be sent is stored in memory when CCA loses its connection with the SMTP server.
Failed dynamic filter: an emailing filter you've added cannot be executed (missing field, wrong type, bad query, etc.).
External contact not found: one or more contacts from an external database (present during the creation of the sample list) are no longer part of the external database (i.e. there is a mismatch between the external database and the current sample list). This happens when setting some fields as dynamic and/or as exportation fields.
Bounced: the invitation email never got to the intended recipient, and was bounced back by the receiving mail server (due to a non-existent email address, undeliverable email, full mailbox, blocked, etc.)
Next calls: Displays the sample list's addresses in decreasing order according to which they will be dispatched to agents. In other words, it displays the next addresses that will be called by agents, and in the case of an address being scheduled for an appointment call-back, the agent assigned to handle the appointment is also indicated. The order is based on the priority level assigned by CCA to each address.
Note that if you opened this window by right-clicking a task and selecting lists monitor, this tab displays the details only from running lists, if any; if no lists are running, details from all lists are displayed.
The context (right-click) menu contains the following commands:
Change priority: Sets the quota cell's priority level.
Change behaviour: Sets the quota cell's behavior mode.
Copy: Copy the selected item to the clipboard.
Copy all: Copy all items in the list to the clipboard.
Print: Prints the contents of the quotas tab.
Show appointments: Opens the appointments window for the selected quota cell.
Find/edit contact(s)...: Allows you to search the sample list for numbers that are still available to be called or those that are no longer available to be called (due to the outcome of previous calls). This means you can easily locate a particular number in the sample list. You can then either change the number's priority level, have a specific agent call the number immediately, or recover the number (in other words, add a number has been abandoned due to the outcome of a previous call back into the pool of numbers that can be contacted). When you select this command, the find/edit contacts window appears. Note: from version 5.4, you can right-click a specific call result and select find/edit contact(s). This allows you to search the sample list for numbers with this specific call result.
Call history...: Allows you to view details of calls that have been made to the selected number, including the agents who made the calls.