Automatic assignment of cases

Asked by Harry Gaitanidis on 2018-06-01

I cant seem to understand the process of assigning cases to operators.
The process i am following now is:

1. Upload a sample file.

2. Assign sample file to Questionnaire

(The operator is already assigned to the Questionnaire)

At this point i would expect to login as operator and start making calls. But then i login as operator i see that there are no cases.
So what i do next is:

3. I go to Sample management and into the sample.
4. I manually tick all "Assign Case ID" check boxes
5. Select the Questionnaire
6. Click on the "Assign Case ID's to the questionnaire"

Still, at this point, the operator does not have any case.

7. Go to "Case Status and assignment"
8. I select the cases i want and "Assign selected cases to operator"

At this point i have cases for my operator.

PS: System Wide case sorting service is working fine

I am sure that this is not the proper way of assigning samples to operators, can you please guide me by giving me the basic steps?

I am running Centos 7, PHP 5.4, MySQL 5.5

Thank you

Question information

Language:
English Edit question
Status:
Answered
For:
queXS Edit question
Assignee:
No assignee Edit question
Last query:
2018-06-01
Last reply:
2018-07-30
Adam Zammit (adamzammit) said : #1

Hi Harry,

Uploading a sample, assigning to a questionnaire, and having an operator assigned to that questionnaire, should be sufficient for queXS to start automatically scheduling cases to your interviewers.

You should not need to manually assign cases. Needing to do this indicates a configuration problem.

Please confirm:

1. The default timezone setting is correct
2. Operators have been assigned to the correct timezone
3. Regular operators have the "skills" of "Temporary Outcomes (normal cases)" and "Appointments"
4. If the questionnaire has been restricted to calling only within shift times - that shift times have been defined.
5. If using queXS 2.x - make sure the tokens table / participants is enabled in Limesurvey
6. If the system wide case sorting is running, wait for it to run the next sort before testing - otherwise stop this process while testing.

There are possible other causes for not having cases be assigned, but these are the most likely issues. If this doesn't resolve the problem then it would be best to contact me directly to debug the issue one on one.

Adam

Harry Gaitanidis (gxaris) said : #2

Good morning Adam.

I can confirm the below:

1. The default timezone setting is correct. (there is only one timezone set)
2. The operator has the correct timezone configured.
3. The operator has the skills: "Temporary Outcomes (normal cases)", "Final Outcomes (completed, final refusal, etc)", "Appointments"
4. The questionnaire is not restricted to shifts (Setting for "Restrict work to shifts" is set to "No")
5. I am using quesXS 1.16.0
6. The system wide case sorting was running, I waited for it to run again but the issue still remained.

I am not sure what i am doing wrong here. I have created new questionnaire and imported new sample but still the same issue.

Thank you,

Adam Zammit (adamzammit) said : #3

Did you specifically import tokens in the sample (and specify that the column was a "token" type)?

I have seen an issue where duplicate tokens have been imported and that causes an issue with the scheduler.

Also please check your "Set call restriction times" under "system settings" and make sure these are sane.

I can't think of anything else - I might have to take a look at it directly

Harry Gaitanidis (gxaris) said : #4

Hi Adam,

I havent imported tokens in the sample. I have imported 4 fields, name, surname, phone, email

I have set nothing under "Set call restriction times". I had just Sunday between 9:00-22:00 but i deleted that one too just to be safe.

Thank you for the time you invest to troubleshoot with me.

Adam Zammit (adamzammit) said : #5

You're welcome Harry.

Please also confirm that when assigning the sample - that the option "Allow new numbers to be drawn" is set to "Yes".

Adam

Harry Gaitanidis (gxaris) said : #6

Hi Adam,

I am afraid nothing of the suggestions worked.
I am tempted to redo the whole installation but i would really like to understand what i did wrong, so that i will not do the same mistake in my second installation attempt.

Something else i wanted to ask:
On the operator panel, there is a button to start recording the call. I imagine that his call is recorded on Asterisk, but is there a way to listen to the recording from the quexs interface?

Thank you,
Harry

Harry Gaitanidis (gxaris) said : #7

Hi Adam,

Any feedback regarding my question on Start Record on the operator panel?

Thank you,
Harry

Adam Zammit (adamzammit) said : #8

Hi Harry,

If you are happy to send through to me directly a dump of the queXS database, then I can debug the issue you are still facing with assigning cases.

Regarding the "Start record" button - this triggers the "monitor" function of Asterisk which will record the call to a GSM file on the Asterisk server side.

Currently there isn't a feature to listen to the recording from the queXS interface - but the filename will be the case id followed by the call id and operator id.

Adam

Harry Gaitanidis (gxaris) said : #9

Hi Adam,

Sorry to bother you again. We did a demo of the CATI software to one of our clients and i have a few questions, if you are able to answer:

- If an operator is performing a telephonic interview, is it possible to pause/stop the interview and continue at a later point? What would the steps be in this case?
- Is limewire the latest version in the integrated version of quexs?
- Is there a manual with instructions regarding the quota system? The manual does not explain quotas in details.

Thank you in advance,
Harry

Adam Zammit (adamzammit) said : #10

Hi Harry:

- If an operator is performing a telephonic interview, is it possible to pause/stop the interview and continue at a later point? What would the steps be in this case?

Yes - simply just end the call with the appropriate outcome (break off, technical phone problems, etc) or make an appointment and end the call with an appointment outcome. The system will automatically remember the last position in the questionnaire.

- Is limewire the latest version in the integrated version of quexs?

In the queXS 1.x series, it includes a modified version of Limesurvey 1.92+ - so not the latest version. If you want to use the latest version of Limesurvey you need to use the 2.x branch of queXS.

- Is there a manual with instructions regarding the quota system? The manual does not explain quotas in details.

The most detailed quota information is here: https://quexs.acspri.org.au/reports-quotas

Adam

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