Setting up the Outcomes lists

Interviewer - Server > UNICOM Intelligence Interviewer activities in UNICOM Intelligence Interviewer Server - Admin > Interviewing Options > Setting up the Outcomes lists

Interviewers working on an interviewing project are provided with a list of call outcome codes from which they must select the outcome of each call they make. UNICOM Intelligence Interviewer - Server Admin comes with a default list of outcome codes that cover most requirements, so you should never need to build a call outcome list from scratch.

For projects that use an autodialer, UNICOM Intelligence Interviewer - Server Admin automatically maps the status codes returned by the autodialer to one of the call outcomes. For information about changing the default mapping of autodialer status codes to call outcomes, see To change the default settings.

The Outcomes page lists the call (telephone interviews) and contact (personal interviews) outcome codes for the current project and allows you to make the following changes to the list:

▪add new codes

▪delete codes

▪change code numbers, names, and texts

▪select codes that must be available while interviews are in progress; for example, an Abandoned Interview code that can be selected if a participant starts an interview but then refuses to complete it.

▪specify which codes should prompt the interviewer to arrange a callback or contact appointment with the participant. When interviewers select one of these outcomes they will prompted to enter a callback or contact date and time.

▪specify which code should be used for canceled calls or interviews. Canceled calls occur when an interviewer is presented with a number to call manually, but clicks Cancel Contact rather than making the call. This returns the participant record to the Sample Management system with the appropriate code so that the record can be returned to the queue from which it was selected.

▪select codes that are always hidden from interviewers. Typically, these are outcomes that are chosen automatically by UNICOM Intelligence Interviewer - Server Admin.

To add a code

1 Click Add call outcome in the Call Outcomes tables or the Add contact outcome button

in the Contact Outcomes table.

Blank fields display near the bottom of the screen, allowing you to defining new outcomes.

2 In the Code field, type a unique number for the result code.

3 In the Name field, type a name for the result code.

4 In the Text field, type a description of when the result code should be used.

This text is displayed in the outcome list that the interviewer sees, so try to keep it short and simple if possible.

5 Click Add.

The code is added to the end of the list.

Note The Sample Management script must contain code to process all the outcome codes used by a project. If you add codes, remember to coordinate with whoever is responsible for the project’s Sample Management script so that the script can be updated if this has not already been done. If a code has been defined for a project but is not mentioned in the Sample Management script, UNICOM Intelligence Interviewer cannot process calls returned with that outcome code.

To change the text

1 Select the code you want to change and then click the Edit call outcome or Edit contact outcome button

This places the text field in edit mode.

2 Change the text, and then click Update.

To delete a code

Select the code you want to delete and then click the Delete call outcome or Delete contact outcome button

To display a code when interviews are running

1 Select the code you want to change and then click the Edit call outcome or Edit contact outcome button

2 Select Show During Interview, and then click Update.

To specify which codes should prompt for appointment details

1 Select the code you want to change and then click the Edit call outcome or Edit contact outcome button

2 Select Show Appointment Page, and then click Update.

To specify which code should be used for canceled contacts

1 Select the code you want to change and then click the Edit call outcome or Edit contact outcome button

2 Select Cancel Code, and then click Update.

To hide a code from interviewers

1 Select the code you want to change and then click the Edit call outcome or Edit contact outcome button

2 Select Always Hidden, and then click Update.

To change the default settings

If you find that for every new project you always change the settings on the Outcomes page to the same new values, you can instead change the default settings that UNICOM Intelligence Interviewer provides so that you no longer need to do this. By editing the default settings, you can also do the following:

▪define additional default outcomes so that you no longer need to add them to every project

▪change the mapping of autodialer status codes (returned by the autodialer at the end of every call) to call outcomes (this is not relevant if your projects do not use an autodialer).

For more information, see Changing the default settings.