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    Field 5.4

    5.4.10

    5.4.9

    5.4.8

    5.4.7

    5.4.6

    5.4.4

    Quotas

    Global Changes

    Quotas

    The whole quota management has been completely re-designed with the version 5.4. The quota engine has been rebuilt from the basement to the roof. Now you can have quotas on multiple closed question, on numerical question with dynamic ranges, create groups of items, etc.

    One of the main visible change is the new Quotas windows. Now, there is only 1 single window to define, manage and monitor the quotas. And it contains more options.

     1.1 Allow Over Target

    On the Quota window, we have renamed the behaviour and the actions for more understandable labels.

    5.3 Behaviour          =>      5.4 Allow overt target
    5.3 Automatic          =>      5.4 Never
    5.3 Semi Automatic  =>      5.4 Agent decides
    5.3 Manual              =>      5.4 Survey routing

     

    • Select multiple values (can be from different questions) and change the option for all the selected answers.
    • Priorities:
      • Never: Never go over the maximum target
      • Agent decides: In some occasions the agent can decide to go over target
      • Survey routing: Some routings can allow the interview to go over target.

     

    1.2 Appointments

    • Appointments in quota: Included amount of appointments for quota
    • Total number of appointments: The total amount of appointments for this survey on this line

    The task properties option "Only include an appointment in quota when importance >= *" will include appointments in quota.

     

    1.3 Available time

    • Hovering over the available column will show you a clickable information icon. This will open an information window
      • Available now: Contacts that are available at that very moment
      • Available later: Contacts that will become available in the near future
      • Over call back: Contacts that are over call back and will not be called (unless the call back options are changed)
      • All call results can be seen here. (Not the sub results)

     

    1.4 Availability tab

    The global overview of the available amount of contacts for each call result and each list for the survey.

     

    1.5 Copy & Paste

    Whole tree

    • It is possible to Copy part of, or the whole quota tree and paste it in Excel / word or notepad
    • It is not possible to paste the tree back in the quota window

    Target Values

    • It is possible to select an amount of values (from the same column) and copy them.
    • It is possible to paste the values back in another column value

    1.6 CAPI tab

     

    • Agents that are in a CAPI group linked to the survey are shown here.
    • Each agent can have their own quota assigned for Capi interviews
    • If you want quotas by agent behaviour, you must give a specific target by agent to the main "Quota" node (first row). Else, that will be considered as Quotas by Survey.

     1.7 Customize

    Personal quota window customizer

    • These settings are not global, they are only visible for the supervisor
    • Contacts available for web: Default checked. Show the amount of contacts available for web in the availability columns.
    • Contacts available for telephony: Default checked. Show the amount of contacts available for telephony in the availability columns.

     

    1.8 Progress bars

    • The minimum target is shown as a fixed length bar with a black border.
    • The maximum target is shown as a relative bar with a transparent border. (ex: Min = 10, Max = 35 -> maximum bar will be 3.5 times larger than the minimum bar.
    • Completes are shown as a green % fill of the bars.
    • Running interviews are shown as a blue % fill.
    • Included appointments are shown as a red % fill
    • Hovering over the progress bars will give a tooltip with info.

    1.9 Priorities

    • Select multiple priority values (can be from different questions) and change the priority for all the selected answers.
    • Works best for import questions
    • Priorities:
      • First: The system will try to reach this target first. On an import question, contacts with this answer will be called, others won't until the target is reached or there are no more contacts available for that answer
      • High: The system will give a higher priority for this contact. On import questions, contacts with this answer will have a higher chance to be called.
      • Normal: Default value. The system will try to complete the quota tree on a balanced manner.
      • Low: The system will give a lower priority for this contact. On import questions, contacts with this answer will have a lower chance to be called.
      • Blocked: Contacts with this answer will not be called

    1.10 Questions

    The following question types can be used in a quota tree

    • Closed questions (only 1 answer per question)

    • Import questions (question based on list info)

    • Multi coded questions (multiple choice questions)

    • Numeric questions (questions that are answered with a numeric value)

    On the numeric question, you have the ability to add ranges: Right click on the numeric question > Add Range:

     

    1.11 Ribbon

    1. Add question: Add a new quota line as a sub question to the selected line. (If another question is selected, the new question will be copied under all the answers from the selected question.)
    2. Add range: Add a range to a numeric question. This will look like: Range [min => max [. The minimum value is included in the range, the maximum value IS NOT.
    3. Edit range: Change the selected existing range.
    4. Add group: Add the selected answers to a new group. (Not yet possible to do this for multi coded questions) Groups name can be changed.
    5. Delete: Delete the selected item. (Question / range / group)
    6. Allocate all: Evenly distribute the target value over the selected line(s)
    7. Allocate remaining: Evenly distribute the remaining target value over the selected line(s)
    8. Brokers: Add Agents (connected to a broker account) to the quota for follow up on their interviews
    9. Count to percentages: Set the selected target to be controlled by the percentage value. If the main quota minimum value is changed, the percentage will stay the same and the count will be scaled according to the percentage.
    10. Percentages to counts: Set the selected target to be controlled by the count value. If the main quota minimum value is changed, the count will stay the same and the percentage will be scaled according to the count.
    11. Settings: An extra menu with options to change quota behaviour. 2 options are greyed out because they are not implemented yet.
    12. List Monitor: Open the list monitor for the selected task
    13. Appointments: Open the Appointment calendar for the selected task
    14. Find/Edit contacts: Open the 'find/edit contacts' window for the selected task
    15. Find calls: Open the find calls window for the selected task
    16. Modify Interview: Open the modify interview window for the selected task
    17. Visualize data: Open the visualize data window for the selected task
    18. Properties: Open the task properties for the selected task
    19. Skills: Open the 'Associate skills to responses' window for the selected task
    20. Language: Choose a language for the answers if they are implemented during the survey design
    21. Customize: An extra menu with visibility options.
    22. Expand all: Expand all the sub items under the selected item.
    23. Collapse all: Collapse all the sub items under the selected item.
    24. Focus: Focus on the selected line. All other questions / groups will be collapsed.

    1.12 Sanity Checks

    Each quota line will check a few conditions to prevent human errors. If there is an error present, there will be an icon active to warn the user. The user can go to the quota line with the error and click on the icon to see an explanation of what might be wrong.

     

    • Min > Max
    • Question or answer that does not exist (Should not happen but just in case something goes wrong)
    • Sum of the minimums (for any parent and all parents together) > maximum on root line
    • For items on the same level (example 2 questions below the root line) The minimum of question 1 is > the maximum of question 2
    • Main / Capi / Web
      • Sum Capi > Main
      • Sum Web > Main
      • Sum Capi + Sum Web > Main

    1.13 Saving

    • If you add a question you will get a warning message and two buttons.
      • Warning message: Runtime values will no longer be updated unless you click the save / revert button. NOTE: Saving the changes might temporarily reduce the system's performance
      • Save button: Save the new quota tree
      • Revert: Go back to the last SAVED state. This might do more than just undo your last action.
      • There is an activity timer running while save warning is active. From the start of this message the supervisor has 30 minutes (default. But can be changed in the cca settings. Task – Surveys).
      • Warning message: Another user is editing the quota structure. To prevent conflicts editing of the quota is disabled. A user will see this message if another user has the manual save warning.

    Saving / AutoSaving the changed values.

    • If you change any value, a small icon will appear on the line of the changed value. This save icon will remain there for 10 seconds after the last change. (ex: change a value. This icon will appear. You wait 5 seconds and change a second value. Now you have to wait 10 seconds for the auto save to kick in.)
    • If you are in the 'Saving the Quota structure' state, the icon will appear after any value change. BUT it will only be saved when you click the save button (see previous topic)
    • This has been introduced to remove the overuse of the save button clicking.
    • When the auto save kicks in and there is a delay on the cca connection you might receive a warning: Quota changes sent. Waiting for confirmation.

    Closing the Quota window while the save warning is active.

    • Yes: The quota tree will be saved.
    • No: You will go back to the last SAVED state.
    • Cancel or exit: Cancel this window and go back to the UNSAVED quota tree

    Lock Timer

    There is an activity timer running while save warning is active. From the start of this message the supervisor has 30 minutes (default. But can be changed in the cca settings. Task – Surveys). Every quota change will reset this timer. If there are no more changes and the quota is not saved, the timer will run out and you will be presented with a choice. (At 75% of the timer a warning will be shown on screen)

    • Extend the session (Restart the timer and continue to edit the quota)
    • Save and release (Save the changes and release the lock)
    • Discard and release (Discard all changes since the lock request and release the lock – This is the default option that will be used when the timer will run out)

     

    Cancel (Close the warning window. NOTE: this will trigger the default discard and release option when the timer expires)

    1.14 Settings

    Global quota settings for this survey only

    • When checking the quota during an interview, use the quota values
      • As they are at that moment: live quota updates during an interview (default)
      • From the beginning of the session: keep the quota values from the beginning of an interview session and compare to those values even though there are value changes in the meantime. (a session starts when the contact is called) (Changing the quota tree will reset these values)
      • From the start of the interview: keep the quota values from the beginning of an interview and compare to those values even though there are value changes in the meantime. (start of the interview is the very first time the interview is opened when the contact is called) (Changing the quota tree will reset these values)
    • Include running interviews when evaluating the target: (default: unchecked) Include the answers of running interviews in live quota. This will give a better visual idea of the interviews to do
    • Use single target: (default: unchecked) Use a single target or min/max target. Going to single target from min/max target, might give a warning "Minimum and maximum targets do not match. Changing to single target is not allowed". This means there is a difference between the min and max target values. Be sure to validate that the values are the same AND the controlling value (bold value) are also the same for each column.
    • Allow Cati agents to view quota: (default: unchecked) Allow users to see the quota tree in the cati window during an interview. (Call information)

    1.15 Value Behaviour

    • Min and Max target: The changed value will be set in bold
    • Grey values are calculated and cannot be directly edited
    • Min target: Enter 0 or no value in the edit box and it will be seen as 0 or no minimum target.
    • Max target: Enter -1 or no value in the edit box and it will be seen as ∞ or infinity. The question Max target will also be ∞
    • Select multiple value lines (within the same question) to change them all to the same new value.
    • Count to percentages: Set the selected target to be controlled by the percentage value. If the main quota minimum value is changed, the percentage will stay the same and the count will be scaled according to the percentage. (ex: Min target = 10, %= 50, count= 5 -> Change the min target to 20, %= 50, count= 10)
    • Percentages to counts: Set the selected target to be controlled by the count value. If the main quota minimum value is changed, the count will stay the same and the percentage will be scaled according to the count. (ex: Min target = 10, %= 50, count= 5 -> Change the min target to 20, %= 25, count= 5)

    1.16 Web Tab

    • Each agent can have their own quota assigned for web interviews
    • Add an agent to the web quota by using the 'brokers' ribbon button.
      • Added agents need to have the 'broker' field filled in. (Can be found on the agent properties)

    • Note: These Numbers are only for information. Web quota are not allocated from the main quota tree.

     More information here: https://support.askia.com/hc/en-us/articles/208903145

    1.17 Quota Monitor language

    Ability to have the quota monitor in one of the language defined into the survey. When your quota view is open, go to ribbon > Quota tab > language and select the language wanted:

     More information here: https://support.askia.com/hc/en-us/articles/208182289

    Global changes

    2.1 Cati To Web

    Mail the current interview to the contact if he/she prefers to complete it online.

    • AskiaClient has a new button: 'send mail'

    • Interview result will be: Appointment – Cati to web (with mail)
    • Required:
      • Task has to be on webprod
      • Mailing options have to be filled in
      • Mail template has to be defined

    2.2 Optional qes-file management

    • QES files are no longer generated into the working directory when adding a survey on Cca/Supervisor. If you need it because you have AskiaVista plugged on the same QES folder than your Cca, then you need to activate the Cca settings > Tasks > Surveys >Maintain qes file in working directory
    • If not activated, then importing / updating a survey will save the structure to database and no longer to .qes file
    • If not activated, then get working copy will generate a qes for export.

    2.3 Agent Properties

    Activate / deactivate the membership in the agent properties window

    2.4 Agent Window: different agent icons

    • New icons for agents and supervisors

    • Agent window: Real time interview status for agents

    • Active filter notice Visible notice that a window has an active filter

    2.5 ID column on all views

    We have added the "ID" column in almost all supervisor windows. But you must select it to display it. Right click on the header of the window wanted > select the "ID"field:

     2.6 Non modal popup windows

    Find call – Find/edit contact popups have been made non modal

     

    2.7 Call Information

    Extra info for call details:

     2.8 Restriction properties Window

    Modules tab: Tab to define which modules can be used for the opened restriction ("SupervisorFullAccess" in this case)

    • Agent Modules (Modules that can be logged into with an agent restriction)
      • AskiaFace (Default)
      • Cati (Default)
      • Kodim (Default)
    • Management modules (Modules that require a management restriction to login)
      • CcaPortal (Default)
      • RecordingManagmentTool (Default)
      • Supervisor (Default)
      • Customer created Module (see creating a module)

     More information here: https://support.askia.com/hc/en-us/articles/214377465

    2.9 Lists: Schedules with Time Zones

    2.10 Outbound group: Start Task for Manual Calls

    • Outbound group setting. Manual dial should trigger a new outbound task

    2.11 Allow agents to be removed from all outbound activity

    • Option for an agent to remove himself from outbound duty. In some cases an agent can choose to remove himself from all outbound activity. This can be done by selecting a default 'none' group. This option can be granted by a restriction setting:

    2.12 Audit on supervisor actions

    New way of logging supervisor actions. A lot of user actions will be logged in: statistics database – Statistic_SupervisorActions. The data logged can be accessed in SQL server at first. Later this should be followed by API access and possible a view in Supervisor.

    2.13 List Monitor

    • Find / edit contact on all tabs:  Option to use 'Find/Edit contact(s) on each call result in list monitor.

    • Split up blanks: Renamed 'blanks' to 'Not called' or 'Not mailed' Split (for unused contacts only):
      • Available
      • Quotas Closed
      • On DNC list
      • Invalid Number
      • Reserved for web
      • Priority 0

    2.14 Survey Feedback

    • Option to provide feedback on web interviews. On task properties a new option with dropdown Allow feedback (CAWI only)

    • This will activate/deactivate a new button, visible in the right bottom corner of web interviews taht will allow to send information about various problems encountered during the testing of the survey.

    More information here:https://support.askia.com/hc/en-us/articles/213632909-5-4-CAWI-Survey-feedback

    and here:https://support.askia.com/hc/en-us/articles/214172625-5-4-Survey-feedback-reader-tool

    2.15 Survey Data Anonymisation

    Option to have sensitive information questions in interviews that supervisors cannot see or modify.

    More information here: https://support.askia.com/hc/en-us/articles/214098689

    2.16 Recordings

    Recordings are now transfered from CTA to CCA, into a customised path. You can also chose the time when your recordings are transfered. For this, go in Cca settings > CTArchitect > file Socket:

     

     

    Recordings will be moved into folders created by year > month > day > hour. 

    The behaviour remain the same for Survey and Start recording routings (recordings renamed and moved to survey directory).

    5.4.6

    With the Agile development cycle, we implement features in a faster way. Here what is available in 5.4.6:

    1 - Web Interviews management

    The management of web interviews (DoPanel and DoExternalPanel) has been reviewed and improved with these new features:

    1-A/ Restart a completed interview

    In 5.4.6, you have the ability to reset the "completed" state of a DoPanel or DoExternalPanel interview.

    • Have a completed Interview.
    • Go to modify interview ,of that interview.
    • Untick the 'Completed' checkbox.
    • The interview can be restarted on WEB by using the panel link.

    mceclip0.png

    Now, your respondent can use the same link and  can be restarted on WEB, from the beginning with all the registered answers.

    1-B/ Start a web interview anywhere

    It is possible to start an interview (new or already started) from any question. This feature is available on different places:

    A - WEB ONLY: Contextual menu on survey> Web

    On this contextual menu, you will be able to start a new or a test interview from any position. 

    Start Interview From... (or Test interview From...) will display the questionnaire tree:

    Select your question then press "OK" and automatically an interview will be started on your browser at the position indicated:

     

    On web side, it will generate a link with an extra parameter: &FromQuestion=[shortcut]

    http://myserver.com/WebProd/cgi-bin/askiaext.dll?Action=StartSurvey&SurveyName=EX_2017&FromQuestion=7_Type

     

    B - WEB ONLY: Contextual menu on DoPanel list > Find Edit contacts > Web

    From the list, you have the ability to start an incomplete interview (DoPanel only), from any position:

     

    Same as above: the question selection window will appear and let you select the question you want to start or restart the interview.

     

    C - WEB and CATI: Contextual menu on "Modify Interview"

    Select the option "Resume Web/Cati interview here" is available on interview side. On this level, you can only set it on question with data. Set only a backward position is possible. 

     

     

    2 - Two new DoPanel links

    You can have two new keywords available (in addition of [ccaDoPanelLink]) in your mail template allowing you to use encrypted or prettified links. Check this article for the URL encrypting and prettyfying configuration.

    For the record, [ccaDoPanelLink] keyword automatically generate a standard DoPanel link like this:

    http://myserver.com/WebProd/cgi-bin/askiaext.dll?Action=DoPanel&Survey=SZPAJZZZOVLYGIGK&PanelId=JGSPEPSPPLNIPXQP@NVFUHMHHAHKMYWHH

    From 5.4.6, you can use:

    [ccaDoPanelPrettyLink] that will generate a DoPanel link like this:

    http://myserver.com/WebProd/Start/SZPAJZZZOVLYGIGK/JGSPEPSPPLNIPXQPNVFUHMHHAHKMYWHH

    [ccaDoPanelEncryptedLink] that will generate a DoPanel link like this:

    http://myserver.com/WebProd/~xIoMYtlxGGE7_e53wJQOFG5z3qyu2fmL

     

    3 - Bounced mails

    The bounced mail function has been improved with two new settings.

    3-A/ customised settings for hard and soft bounced

     In Cca settings > Lists, you can select the DSN results, seperate by a semicolon, you want to set as hard bounced mail:

    You can add or remove results codes from this default list. 

    Default hard bounced (DSN result):
    5.1.x (address status)
    5.2.1 (mailbox status - mailbox disabled)
    5.3.3 (mail system status - system not capable of selected features)
    5.3.4 (mail system status - message too big)
    5.5.x (mail delivery protocol status)
    5.6.x (message content or media status)
    5.7.x (security status)


    Default soft bounced (DSN result):
    0.0.0 (no DSN detected)
    5.0.x (other)
    5.2.x (mailbox status)
    Except for 5.2.1 (see above)
    5.3.x (mail system status)
    Except for 5.3.3 & 5.3.4 (see above)
    5.4.x (network or routing status)

     

    3-B/ Retry Attempts

    You have the ability, on general Bounced settings or on sample list customised bounced settings, to set 1 or more attempts to retry to send a email that was classified as soft bounced mail the first time. For this, just enter a hour when clicking on < Click to add an attempt...> at the bottom of the bounced settings dialog:

    As indicated, the system will re-send the email classified as soft bounced in the number of attempts set while respecting the delay since the original email has been sent the first time (in hours). 

    4 - Modify Interview

    There are some new features into the modify Interviews window > Select visible questions.

    4-A/ Selection by type of questions:

    3 icons allows you to select automatically the type of question you want to check/modify:

     : Select all closed questions (single and multiple) from the survey

     :  Select all open-ended questions from the survey

       Select all numeric questions from the survey

     

    4-B/ Library of selection of questions:

    You have the ability to save a selection of questions you want to check and use it later, at each time you need to check interviews.

    For this, once your selection is done (questions you want to check on right panel of the slection window), just click on the  save icon adn select the path where you want to store your file.

    That will create a txt file that will contain the shortcut of the questions you need to check on a regular basis:

    That also means you're allowed to prepare the verification file before the fieldwork by adding the shortcuts of the wanted questions. And, obviously, you can share this file with other supervisors. 

    Once your file is created, you only need to open it from the "select visible questions" window. And your selection of questions will be automatically set.

    5 - New API authentication method : permanent token

    Instead of logging in to the API via login + password + module, we added a token generation feature to let you fine-tune access control.

    1. First, from the Modules view, "allow permanent tokens" to the modules you wish which module should benefit from that feature.token1.png
    2. Then, navigate to the Authentication Tokens view and click "Add"
      token2.png
    3. Put in a description for the token and select the "Agent". Logging in with that token will then be equivalent to logging in with that user's credentials. The user will benefit from the same restrictions, regardless of their authentication method.
      token3.png
    4. Select the module to which this token will grant access to.
      token4.png
    5. Make sure to set an expiration date if needed. Once this date is expired, access will be revoked.
    6. You can then read and use the token contained in the first column.
      token5.png

     

    6 - Enhancement to the Feedback module

    You can now add an email address when reporting with the feedback module, thus allowing the survey scripter to contact the person filing the feedback when the issue is corrected

    NOTE:

      • The Email address is not mandatory.
      • A new field is created in database: EmailAddress.

    feedback1.png

     

     7 - Monitoring API


    A simple way to view the status of the Cca (also if it runs as a service) through a monitoring API.
    Monitoring format: Ip:Port/Command. (Example: 127.0.0.1:9999/Process). Please note the command name is case sensitive. So process will not work while Process will.

     

    Possible commands:

     

    Process: http://127.0.0.1:9999/Process
    Information about the cca process that is currently running.

    Modules : http://127.0.0.1:9999/Modules
    Information about the current dll uses.

    Modules/Process.exe (example: Cca.exe) : http://127.0.0.1:9999/Modules/Cca.exe
    Information about the process.exe.

    Threads?timeout_idle=0 : http://127.0.0.1:9999/Threads?timeout_idle=0
    Information about the current idle threads in cca.

    Info : http://127.0.0.1:9999/Info
    A list of general settings that could be useful.

    A Cca setting has been added to provide the port and possibility to access this information from another machine.
    (Default setting: Can only be accessed from localhost)

    Note

    • This monitoring tool does not use a login so it can be easily accessed if something is wrong.
    • The commands are case sensitive.
    • This feature is part of a bigger Wishlist item.

     8 - Restrictions


    New Restrictions have been added to restrict the creation / change and deletion of Speech jobs and Keyword groups.


    mceclip1.png

    9 - Multi lingual capabilities


    Tasks will now have a default language option. This language will be used as an indicator for the speech service.

    • Survey: The settings can be found in Askia Design / Edit (Toolbar) / Languages.
    • CTScript: The language can be found in CTDesign / Multi-language.
    • VBScript: The language can be set in the Cca/Supervisor task properties.

    10 - Added an Id Column in the management restrictions properties

     

     

    11 - Uniformisation of result codes (Cca/Supervisor/API)

    • The same result codes / error codes are used in CCA/Supervisor/API
    • For the CcaWebApi, if the StatusCode is no success StatusCode, the response will look like this. The 'Error' token is most of the time empty, but can also contain information about the specific error that occurred:

    .{
    "Request": {
    "Method": "GET",
    "Url": "http://localhost/CcaWebApi/agents"
    },
    "Version": "5.4.6.1",
    "StatusCode": 401,
    "Response": {
    "ResultCode": 102,
    "Error": ""
    }
    }

    • This is the list of new result codes:

       

    Description Code
    Success 0
    Pending 1
    SuccessListRunning 3
    Failed 100
    UnknownError 101
    UnknownToken 102
    UnknownObject 103
    ObjectNotReady 104
    ObjectInUse 105
    DatabaseError 106
    InvalidXml 107
    AlreadyLoggedIn 108
    AlreadyExists 109
    IncompatibleData 110
    AccessDenied 111
    NotAllowed 112
    BadCrc 113
    InvalidArgs 114
    InvalidOperation 115
    OperationAborted 116
    NoDataAvailable 117
    NoCTArchitect 118
    NoSpeechService 119
    NoAgentMonitoringService 120
    AgentNotReachable 121
    NoLicense 122
    FileNotFound 123
    TaskNoDefaultWorkingDir 200
    TaskReloadTemporaryBlocked 201
    SurveyUnknownQuestion 202
    SurveyUnknownResource 203
    SurveyWebConnectionOffline 204
    SurveyUpdateFailed 205
    TaskUpdateCompatibilityWarnings 206
    WebProdInternalError 290
    WebProdSurveyAlreadyOnline 291
    WebProdInvalidName 292
    WebProdDuplicateName 293
    WebProdNoFreePosition 294
    WebProdUnknownSurvey 295
    ListTargetNotCompatible 300
    ReportInvalidFieldtype 401
    ReportInvalidFilter 402
    ReportErrorRetrievingFile 403
    ReportInvalidFormula 404
    ReportAbortedBySystem 405
    ReportErrorRetrievingDatabaseName 406
    ReportConnectionFailed 407
    ReportEngineError 408
    LockTimeout 501
    AlreadyLocked 502
    NotLocked 503
    UpdateFailedNameAlreadyUsed 601
    UpdateFailedNTAccountAlreadyUsed 602
    UpdateFailedInternalNumberAlreadyUsed 603
    UpdateFailedDIDAlreadyUsed 604
    ListenInCallAnswered 700
    ListenInRinging 701
    ListenInNoRing 702
    ListenInBusy 703
    ListenInNoAnswer 704
    ListenInNoFreeChannel 705
    ListenInNetworkProblem 706
    ListenInLocationNotFound 707
    ListenInNoAgentFound 708
    ListenInPickUpTelephone 710
    ListenInNoActiveCallFound 711
    ListenInNoActiveConversationFound 712
    ListenInTapiError 713
    ListenInActiveConversationInConference 714
    ListenInCallEnd 715
    QuotaNotReceived 801
    QuotaQuestionNotFound 802
    QuotaResponseNotFound 803
    QuotaTokenNotFound 804
    QuotaAgentNotFound 805
    QuotaBrokerNotFound 806
    QuotaQuestionNotAllowed 807
    QuotaInvalidToken 808
    QuotaLockFailed 810
    QuotaAvailabilityGetFailed 811
    QuotaSetFaceAllocationForQuestionNotAllowed 812
    QuotaSetWebAllocationForQuestionNotAllowed 813
    ManualDialRinging 901
    ManualDialNoRing 902
    ManualDialBusy 903
    ManualDialNoAnswer 904
    ManualDialNoFreeChannel 905
    ManualDialNetworkProblem 906
    ManualDialTapiError 907
    ManualDialAgentDisconnectedBeforeConnection 908
    ManualDialAgentNotLoggedIn 909
    ManualDialAgentInCall 910
    ManualDialNoVoiceResources 911
    ManualDialWrongNumber 912
    ManualDialMaxNumberOfCallsExceeded 913
    NoCcaConnection 10000
    CacheLoading 10001
    CcaTimeout 10002

     

       12 - Send Next Email 

     

    On find/edit contact menu, we have added the ability to send the next email on a specific contact or a group of contacts. That allows you:

    - To send invitation email on selected contact (if no invitation email has been previoulsy sent)

    - To send Reminder email on selected contact (if invitation or reminder have been previoulsy sent) 

    To achieve this, open the find/edit contact dialog, select your wanted contact > right click > Web > Send Next email.

     

    5.4.7

    1/ Appointments features

    In 5.4.7 you have the ability to create appointement from scratch in two ways:

     

    1A - From "Find/Edit contact" 

    From this window > Select your contact > Right Click > Edit Appointment.

    That will prompt an appointment properties window you can fill with relevant informations for Agent / DateTime Importance, and messages:

    This appointment creation is only available for all (non-completed) contacts in find/edit contact. This includes appointments for unused contacts or contacts for which the last call result was not 'appointment'.

    Remarks:
    - Regular callback options still apply (over callback won't be called, priority 0 won't be called, etc.) When changing such a manual appointment, the callback script will be re-evaluated.
    - Regular quota behavior still applies: manual appointments will be counted in quota depending on their priority, etc.
    - These appointments will be displayed in all appointment dialogs as usual
    - These manual appointments can be deleted as well. Important to know: if you create a manual appointment and delete it again, the contact will still be considered as having had an appointment. This means it will have a higher priority, will have reduced callback times, etc.

     

    1B - At the creation of the sample list

    When creating a new sample list (from external database only!), you can also create appointments from sample list fields. For this, you need, on your external database side, 4 fields that will be used to create the appointement:

    A/ A field (DateTime format) where you will set the date and time of the appointement. This field must be in datetime format (Access/Excel or SQL). The time must be set 

     

    B/ A field (numerical format) where you can set the AgentID if you wan to attribute an appointment for a specific agent.

    C/ a field (Nvarchar/ text - limit at 1024 characters) where you can set a specific message

    D/ a field (numerical format) where you can set the importance of the appointment (from 0 to 5).

    The 3 last fields (B-C-D) are not mandatory for the creation of the appointment.

     

    When creating your sample list from an external db, you have 4 new fields to select in the external data details window :

    5.4.8

    Multiple Database connections allowed

    With the 5.4.8 you can specify, for confidentiality purpose, specific SQL databases on Survey, List and CTscript level.

    Previous database connection strings have been moved from the "Cca Settings" to a specific option on supervisor ribbon > Extra >Database Connections.

     

     

    You need to edit some supervisor restriction in order to allowed a supervisor to edit it.

     

    Once you have access to it, then you can visualise this window:

     

     

    From this window, you have the ability to add extra connection strings for Surveys, CTScript and Lists. For this click on the Add... button and select the type of connection string you want to add:

     

     

    On the Database connection properties, enter a Name for the connection and enter the connection string to the new SQL database you want to connect:

     

     

    Once information entered, click on "Test" button to test the connection string:

     

    Then press OK to save the new connection string. It is now available on the database connections window:

     

     

    And this new connection string is available when initialising a new survey, in the "interview storage" drop down menu:

     The same applies for the list properties:

     

    Survey Data Encryption

    For the full details, please refer to this article: https://support.askia.com/hc/en-us/articles/115005488545

     

    1 - The master encryption key

    That's the critical point here. You should never lost or delete this key. So, once the 5.4.8 is installed on your system, please make multiple backups of this key. Without it, all data encrypted while using this key will be forever lost. 

     

    By default, the key is set at the root of the Cca folder on the Cca server. You can check the path to it in cca settings (if your supervisor restriction allowed you to see the cca settings window):

     

    At each Cca update/Upgrade, the cca.key will be part of the backup process. 

     

    2 - Encryption settings

    The main rule is that every anonymised question (in design) will be automatically encrypted. That's why there is only two types of encryption in Task properties > Data Encrpytion drop down menu.

     

    A/ Anonymised questions (except quota questions)

     

     

    Only questions set as "Anonymise the data" in Design will be encrypted into SQL databases:

     

    Data will be stored into a specific column in AskiaXXXInterview table, and cannot be read:

     

     If the anonymised question is set in quota, then it will be decrypted. You will get a warning on quota monitor side:

     

     

    Here, the questionID 5, set as anonymised data, has been added into quota monitor. Data for this question has been decrypted:

     

    B/ All Questions (except quota questions)

    That the second option of the drop down menu for Data Encryption in Task properties:

     

    Here, all questions but quota questions will be encrypted (anonymised or not).

     

     

    Please note that settings can be changed on the fly. For example, if you set the setting from "all questions" to "anomysed questions", you will get your data back in clear:

     

     

    When a survey is exported, data will be decrypted. 

    5.4.9

    We have continued the developments, started with 5.4.8, for the GDPR compliance. With 5.4.9, all your survey and list data can be encrypted on SQL Server side.

     

    Copy-paste quotas across surveys

    It is now possible to copy a quota cell entirely in an existing quota definition, and paste is back to a different survey. This is particularly useful for tracker surveys.

     

     1.png

     

    2.png

     

     

    Fresh Calls

    A new setting has been added to the Task properties > Callback tab: Call % unused contacts:

     

     

     

    This setting allows you to always have a certain percentage of fresh contacts among all callbacks.

    Here how it works:

    • Each time a call is made, the system will verify how many of the last 10 calls were for an unused contact
    • If there are less than the number configured, an unused contact will be used if:
      • There are no contacts where ‘call now’ is enabled
      • There are no appointments available
      • There are unused contacts available within quota

     

    Remarks:

    • The system will use a ‘sliding window’ of 10 calls to calculate the percentage of unused contacts, and compare this to the configured value.
      So all calls before the last 10 calls are ignored.
    • This setting does NOT overrule quota or skills – it only makes sure unused contacts will be used first if they are available.
    • Setting the value to 0 will have no effect.

    List Data Encryption

     

    To protect sensitive data from being read in SQL Server directly (either by a DBA or in case of a security breach), sensitive data should be encrypted in database.

    On every list field a user will be able to configure whether a field is encrypted or not:

     

    The data will be encrypted the same way survey data is encrypted. Please refer to this article.

    As result, encrypted data will appear like this in SQL table:

    Some notes:

    • A different encryption key will be used per field.
    • This encryption key will be stored in the ListsFields table, encrypted the same way as survey data encryption keys (using the master encryption key).
    • It will be possible to retrieve the encryption keys using the API.
    • If a field is encrypted, using that field in a find contact through the API will be limited: The field will only be allowed in a top-level AND/NOT condition.
      Using the field in a find contact through CCA, Supervisor or CATI will not be impacted (because only top-level conditions are used).
      Also note the performance will be worse for find contact with a condition on an encrypted field.
    • Encrypted data will be decrypted when exporting the list to LST
    • If a field is encrypted it won’t be available for quota – so the list will be considered ‘not compatible’ if a quota question has an import for an encrypted list field.
    • The external unique ID field cannot be encrypted.

     

    In the general settings, there is  a new setting (quite self-explanary) to indicate the default encryption for new lists:

    By default, the setting is set on "None".

     

    Special considerations for do-not-contact lists:

    • We check if a contact’s phone or email address is on a DNC list by comparing the fields on SQL Server
    • If field are encrypted, it is impossible to compare them on SQL Server.

    Comparing them on CCA (after decrypting) is not feasible, because we’d have compare potentially millions of records – that would be very slow.

    • Solution: use hashes to compare the data
      • For all fields used in DNC lists (phone, email, derivation) an additional hash will be calculated in a separate field (AskListXXX.<fieldname>_hash)
      • This hash will be the same for identical values
      • When checking DNC lists, the hashes will be compared

    To handle hash collisions, CCA will check the ‘manually’ by decrypting the data for all matches with an equal hash.

    5.4.10

    So, what's new in 5.4.10? Mainly 3 new features:

    Auditing on quota updates

    We continue to log more and more information about all actions a supervisor can make. With 5.4.10, you're able to see when, who and how a quota tree has been modified. 

    As usual, the information is stored in Statistics.Statistic_SupervisorActions table, along with SupervisorID and TimeUTC (for an explanation about codes used in this table, please refer to this article: https://support.askia.com/hc/en-us/articles/115005118785-AskiaField-Statistic-SupervisorActions-table ) where Action=217:

     

    Focus On Task Improvment

    Now you have the ability to make a focus on task from almost any object: Survey (as usual), List, Agent, Group, calls and Web connections:

     

     

    This option is present on the Right click contextual menu on Tasks, Agents, Sample Lists, Calls, Web Connections and Groups windows, and also on the supervisor ribbon, in View mode.

     

    API call to get interview data in XML

    Usability: This feature is only relevant to developers using the API
    Impacted software: Cca, CcaAPI, CcaWebAPI

    Following functions have been added in the CcaWebAPI:

    • POST /SurveyTasks/{id}/FindInterviews
      • The reply will be a requestId to track this request
    • GET /SurveyTasks/{id}/FindInterviews/{requestId}/Status
      • The reply will be the percentage of the request which is currently completed
    • GET /SurveyTasks/{id}/FindInterviews/{requestId}
      • The reply will be a JSON object with the interview IDs
    • GET /SurveyTasks/{id}/Interview/{interviewId}?format={format}
      • The reply will be a dataToken, which can be retrieved using the files controller

    Events have been added as well:

    • InterviewEnded:
      • Triggers if a running interview session ends on Cati, Face or Web
      • The event data is the interview ID
    • InterviewCompleted:
      • Triggers if a completed interview arrives from Cati, Face or Web
      • The event data is the interview ID
    • InterviewUpdated:
      • Triggers if an interview is added or updated by any source (Cati, Face, Web, Supervisor or API)
      • The event data is the interview ID
    • TaskContentUpdated
      • Triggers if the task content is updated
      • No event data is included

     The event handling and registration works identical as the survey 'Feedback' Events.

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