FC Live: IDI – Help Center

Hold video in-depth interviews (IDIs) and focus groups with FC Live. IDIs and Focus Groups are a cornerstone of qualitative research and are ideally suited for detailed discussions exploring a variety of topics. New concepts and customer experiences are common topics. These interviews are often interactive, with a skilled interviewer responding to answers and probing for more detail (laddering). Detailed and rich data can be generated as a result, often with a deeper understanding of respondents' motivations, beliefs, and tendencies.

This article will explain how to hold an FC Live IDI. This feature allows a moderator to talk to an individual member in a one-on-one session. This article covers the Moderator's view. For more information about the member view, please see this article on the member experience.

Create an FC Live Interview

Create, edit and manage all of your FC Live options in the Activities > FC Live tab.

Click on the + button to begin a new interview. When creating an interview, the following fields must be completed:
- FC Live Title: This is for moderation purposes only and is referenced anywhere you manage FC Live.
- Research Description: This is for moderation purposes only, but helps put your research questions and goals for the Interview. This is also passed to Voxpopme when you send videos associated with FC Live for transcription. This field requires at least 50 characters.
- Interview Type: This is where you specify if you want to hold an IDI or Focus Group.
  - When you select IDI, only one member can RSVP per time slot.
  - Focus Groups can contain up to 9 member participants per session, but you can allow more than that to sign-up to allow for no-shows. During the focus group session, once all available spots are taken, it will be full and no other members can join.
- Session Duration (in minutes): This displays to members so they are aware of the time commitment and can schedule accordingly. However, during the actual video session, the duration can be shorter or longer to allow flexibility based on how the conversation goes.
- Session Ended Message: This Title and Description appear at the end of an interview and can serve as a thank you message after the session.
The next step is to create Sessions associated with the interview.

Sessions may only be added or deleted. They cannot be edited to change the date and time.
- Members will see the list of available session times and can RSVP for a time slot. View and manage the session times from the Schedule tab.
- You can optionally assign a session to a moderator. This is useful if you have multiple moderators running sessions so you can keep track of who is responsible for each session. If a session is assigned to a moderator, it doesn't prevent another moderator from running the live session. Members cannot see the assigned moderator.

Add FC Live to an Activity

You must create an activity and add an FC Live interview to it for it to display to members.

After creating an interview, add an FC Live block in the Landing Page step of the activity creation. Members will reserve the session time on the activity page.

In the FC Live box, type in the name of an interview and it will auto-populate. The Block Title must be filled in (for internal reference only).

Download the following PDF and add it to your activity. It will tell the members what browsers we support and how to join when the session starts: FC Live: How to Join PDF for Members.

FC Live: Interview Management

Under the Activities > FC Live tab, all interviews are listed in one place. View their statuses, create new interviews, and edit or archive existing interviews. An FC Live interview element can be added to multiple activities.

From the Actions dropdown, export the RSVP list for each Interview. This will download an Excel file containing all session times. The file will display, among other things, for each reserved time...

User ID
Username
User Email
Session Start Time
Mod Assigned
User Status—If the export occurs after the session has finished, the status will contain whether the session was completed or if the member didn't show.
Public or Private

Export FC Live Focus Group Activity

The following details can be exported from FC Live Interview or the Activity Export. The Activity Export includes a sheet called “FC Live Sessions” that lists all members who signed up for a Focus Group time. It will then show the following statuses based on if the member participated or not:

Completed: Member joined and participated in the focus group. If points are enabled for participation in FC Live, members with Completed status will receive points.
- NOTE: The hosting moderator must click the “End Session” button to successfully end the session. Clicking “End Session” will save the recording, which will then be available in the Completed Sessions tab.
- When the host moderator clicks the “Cancel Session” button, the video recording is not saved and the member participants can join another, future session. Canceling a session is useful when a participant only joins briefly and wants to reschedule.
Cancelled: Member joins the session, but moderator ends up Cancelling it. The session is not saved when Cancelled and the member can reserve another time if any are available. This distinction is helpful because it means the member joined and others had technical issues or asked to reschedule. If the member never shows up or joins, the status will be User No Show (described below).
Maxed Out: Applies to Focus Group only. Member logged into the community, but could not join the focus group because the room was at maximum capacity.
Locked Out: Applies to Focus Group only. Member logged into the community, but could not join the focus group because the moderator locked the room.
Member Leaves Session: The member joined the focus group but left the session before the moderator locked the room
Mod Disconnected: Member was disconnected from the focus group by the moderator (should only be used when a member is acting inappropriately)
User No Show:
- IDI: Mod starts the session, member never joins
- Focus Group: Mod starts the session, member never logs in
  - This distinction is necessary because a member might not be able to join a Focus Group if the room is full or if the mod locks the room. The No Show status helps you know that the member never even attempted to show up.
Mod No Show: Member was assigned to a session, but Moderator never launched/started the session.
Ignored: No member reserved the time slot, and the session was never started by a moderator (because no assigned participant)

TIP: The statuses above can be helpful if you want to manually allocate some points to members who attempted to join, but were not able to because the maximum group size was reached.

FC Live: Upcoming Sessions

Under the Upcoming Sessions tab, assign a user to a session, assign a moderator, download a calendar reminder and launch a chat.

You can manually assign an interview session to a user. To assign a session to a user, you'll first select the activity and then type the member's username. You cannot assign a user if they have reserved another session at the same time.

FC Live Notifications

Members and moderators receive automated system email notifications to ensure users join at the correct times. The following notifications will be sent:

FC Live RSVP Confirmation: Sent to members after they reserve a time on the activity detail page. It includes the session date and time and a link to the activity detail page. You can customize the email messaging from Communication Center > System > FC Live RSVP Confirmation.
FC Live Manual Assignment: Sent to a member after being manually assigned by a moderator. It includes the session date and time and a link to the activity detail page. You can customize the email messaging from Communication Center > System > FC Live Manual Assignment.
FC Live Session Cancelled: Sent to a member after they cancel a session or if the moderator removes the member from the session. You can customize the email messaging from Communication Center > System > FC Live Manual Assignment.
FC Live Reminder (member): Sent to a member 60 minutes before the session start time. It includes the session start time details and a link to join the session. You can customize the email messaging from Communication Center > System > FC Live Reminder.
FC Live Reminder (moderator): Sent to a moderator 60 minutes before the session start time. It includes the username of the member participant, session start time details, and a link to launch the session. You can customize the email messaging from Communication Center > System > FC Live Mod Reminder.

Moderate an FC Live Session

FC Live sessions are supported on the following browsers: Chrome version 72+ (video and screensharing), Firefox version 52+ (video and screensharing) and Safari version 11+ (video only; no screensharing). Chrome is the recommended browser for sharing your screen during a session.

If you are joining from an office or other professional environment, audio and video might be blocked by an internal firewall. Work with your IT department to fix the issue by doing one of the following:

OPTION 1: Add "*.twilio.com" to the SSL decryption bypass on web proxies

OPTION 2: Whitelist the IPs outlined at this link: https://www.twilio.com/docs/video/ip-address-whitelisting

To start a session...

go to Activities > FC Live > Upcoming Sessions.
Click the Launch Chat button to start the session. Video will begin recording immediately.
The member can join once the start time is reached and not before, even if the host moderator has already started the session.

The below picture shows what a moderator sees during a session, with the member on top and the moderator on the bottom:

During the session, the moderator can do the following:

Mute Moderator

The option to mute yourself is the small microphone icon that displays over your video feed.
You can toggle between mute and unmute state by clicking that button.
By default, audio is enabled when you start a session.

Share Screen (button)

Sharing your screen allows you to select an application, browser tab, or entire desktop to share with the member.
This option is useful if you want to share stimuli with the participant during the session.
The member will be able to see your screen as well as your video feed (video and audio).

Screen sharing is only available on Chrome version 72+ or Firefox version 52+ browsers. Chrome is the recommended browser for sharing your screen during a session.

Cancel Session (button)

Canceling a session is sometimes helpful if the member isn't able to join or if the member does join briefly but isn't able to complete the full session.
When the session is canceled, the video recording is ended and the member can reserve another session in the same FC Live Interview.
If the member joins for even a short time, the video recording will not be saved when the session is canceled.
When the moderator joins, but the member does not show, the video will not be saved.

End Session (button)

Ending the session closes the video recording for both the moderator and member. The member will be shown the End Session message and returned to the activity detail page.
The video recording is saved and will be available in the Completed Sessions tab after the session is ended.
If you close the video session browser without clicking the End Session button, the video will continue recording.
- You can return to the video session screen by clicking the "Relaunch Chat" button from the Upcoming Sessions tab and continue with the session if the member is still in the video session.
- If you don't return to the session within 5 minutes, the recording will automatically end and be available in the Completed Sessions tab.
During a video session, if either the member or moderator is disconnected, the recording will continue and the disconnected user can return to the chat.
- The member who was not disconnected will see a message notification about the disconnection and is asked to remain in the session until the user returns.

Notes

This area allows the host to take notes while talking with the participant.
Notes are only available to the host moderator.
Notes are saved and available to export after the session is over from the Completed sessions tab.

Mod Chat & Observers list

When at last one other moderator or client user joins as an Observer, the Mod Chat & Observers list module displays.
Only the host moderator and observers can see this module.
Mod Chat:
- This is a real-time text chat that allows the observers to talk with the host mod during the session. This is useful if the observer wants to ask the host to probe the participants more about a particular topic and so forth.
- Member participants can't see the mod chat, nor do they know any other people are watching the session.
Observers list:
- This tab shows the usernames of all moderators and clients that are joining or leaving the room in real-time so that the host and other observers always know who is in the session at any given time.

Reassign a Member

In some cases, a member may join but needs to leave and wants to reschedule for another time. In this case, the host moderator should click the "Cancel Session" button, which will stop the recording without saving it. When this is done, the member can select another time or you can manually assign the member to another time.

If you click the "End Session" button, the status will be Completed for that member. When the member has a Completed status, they do not see an option to reserve another session.

As a moderator, you can manually reassign that member to another, future time through the Upcoming Sessions tab. The member will receive an email confirmation when they are assigned to a session and the process for participating will be the same for the member at that point.

Share Your Screen During a Session

To share your screen during a session, click the Share Screen button. You will be prompted with a few options:

Select from Your Entire Screen, Application Window, or Chrome Tab.
NOTE: Chrome offers the best user experience for screensharing.
You cannot select an individual Firefox browser tab for screensharing. Instead, you have to choose the entire Firefox browser to share. Whereas with Chrome, you can select to share only 1 tab.
We do not recommend sharing your entire screen. When that is selected, the member will see the FC Live session window including the notes area and the Mod Chat if observers are in attendance.
After selecting the application or browser tab you want to share, click the Share button and your screen will be shared with the user.
- This is an example of how it will look to the member:
- The member will continue to see your video and hear your audio while also seeing your screen.
- If the participant is using the mobile app, the screen will display full screen in landscape mode so that the screen can be seen as clearly as possible on the smaller screen. The moderator video will not display to the member, but the audio will still be on during the time.
  1. Once the screensharing is turned off, the mod video will be visible again in the mobile app.
To Stop Sharing your Screen:
- When you are sharing your screen via Chrome, a small window will display at the bottom of your screen with a Stop sharing button.
- Click the button to stop sharing your screen. The view will return to the default IDI view for both the moderator and member.
- If you are sharing your screen via Firefox...
  - You'll see an icon blinking in red in the browser:
  - Click on the icon.
  - A small window will then display indicating that "Share the Screen" is allowed temporarily.
  - Click the "x" and your screen share will end.

View the Member's Screen

The member can share their screen with the moderator during an IDI session. Please note that members cannot share their screens during a Focus Group session.

When the member is sharing their desktop screen:

The screen displays larger in the window and the member's video feed adjusts to display smaller at that time.
- The screen will continue to share until the member stops sharing.
- The screen sharing is saved as a separate video track in the completed session. You can download the screensharing video separately from the member's camera video/audio track.

When the member is sharing their mobile screen:

The mobile screen replaces the member's video. While the camera video is not recorded or shown during this time, the audio will continue to work.
NOTE: Member video cannot be recorded while the member is sharing their mobile screen. This is a limitation of mobile device technology.
The final video for mobile app participants is one video file that will switch between camera and screen sharing.

Join as an Observer

Once a session has been started by the host moderator, any moderator or client user can go to Activities > FC Live > Upcoming Sessions and will see the Join as Observer button for any sessions in progress.

Once you click the button, you'll see a nearly identical view as the host moderator with a few exceptions:

The observer participant cannot do any of the following:

Mute the mod or member
Disconnect the mod or member
See the host mod notes
Be seen or heard by the mod or member

The observer can only do the following:

Participate in the real-time Mod Chat (only the host mod and other observers can participate in the chat)
View the list of observers in the Observers tab. This is a real-time list that shows the username of observers that have joined or left the room.

You can download an instruction PDF for joining as an Observer.