Attribution of telephone numbers

There are two ways to attribute telephone numbers to interviewers: manually via the Search function or automatically. In the manual Search, the interviewer is provided with a list of numbers to call and they use them to query the data base. This is an adequate approach to focus specifically on certain cases (say, in-bound calls) but it is not an efficient way to manage the call queue or interviewer time. For this, use the automated attribution of cases.

When numbers are attributed automatically (by the interviewer simply requesting a New number), CallWeb scans the call queue and identifies the next priority number. The following logic is applied:

  • only numbers corresponding to the interviewer and time constraints are considered. The following cases are discarded:
  • within the pool of available numbers, cases are dispatched with the following priorites:
    • appointments have the highest priority but their priority diminishes as one moves away from the appointment time (e.g., if appointments were due at 10:00, 10:05 and 10:10, the interviewer requesting the next case at 10:11 is given the 10:10 appointment); appointments are defined as disposition codes requiring a callback date; if an appointment is missed by more than 30 minutes, it is dispatched only if the respondent's time is within the project working hour — otherwise, appointments are respected, even outside project working hours;
    • cases with fewest calls come next so as to equalize the number of times cases are attempted;
    • call disposition codes with shorter return-to-the-queue times have a higher priority of selection than cases with longer return times (e.g., busy results with a return time of 30 minutes have a higher priority than no-answer results with a return time of 4 hours);
    • untouched cases have the lowest priority;
    • if refusals are brought back into the call queue, a refusal which was followed by another call result is controlled by the latter disposition code.

Attribution of telephone numbers

There are two ways to attribute telephone numbers to interviewers: manually via the Search function or automatically. In the manual Search, the interviewer is provided with a list of numbers to call and they use them to query the data base. This is an adequate approach to focus specifically on certain cases (say, in-bound calls) but it is not an efficient way to manage the call queue or interviewer time. For this, use the automated attribution of cases.

When numbers are attributed automatically (by the interviewer simply requesting a New number), CallWeb scans the call queue and identifies the next priority number. The following logic is applied:

  • only numbers corresponding to the interviewer and time constraints are considered. The following cases are discarded:
  • within the pool of available numbers, cases are dispatched with the following priorites:
    • appointments have the highest priority but their priority diminishes as one moves away from the appointment time (e.g., if appointments were due at 10:00, 10:05 and 10:10, the interviewer requesting the next case at 10:11 is given the 10:10 appointment); appointments are defined as disposition codes requiring a callback date; if an appointment is missed by more than 30 minutes, it is dispatched only if the respondent's time is within the project working hour — otherwise, appointments are respected, even outside project working hours;
    • cases with fewest calls come next so as to equalize the number of times cases are attempted;
    • call disposition codes with shorter return-to-the-queue times have a higher priority of selection than cases with longer return times (e.g., busy results with a return time of 30 minutes have a higher priority than no-answer results with a return time of 4 hours);
    • untouched cases have the lowest priority;
    • if refusals are brought back into the call queue, a refusal which was followed by another call result is controlled by the latter disposition code.