Why are my audio audit recordings missing?

Audio audit recordings are a useful quality control measure, but the conditions for triggering them are quite specific. You can find guidance on deciding when to use audio audits in this blog as well as how to do so in our product documentation. Occasionally, we get questions relating to audio audits missing from the collected data. The form design includes an audio audit field but when the data is viewed, the audio is missing. There are a few things to check in this case.

Note that if you're trying to record phone calls rather than in-person interviews, and if your call recordings have one or both sides of the conversation blank (rather than missing recordings), please consult this guide. It can help you make an informed choice of call solution that facilitates call recording.

 

Basic troubleshooting

You will need to have your form definition and exported data handy as part of the troubleshooting process. If your form uses multiple audio audit fields, refer to the product documentation on this topic, specifically the section on Multiple audit fields in a single form.

Troubleshooting should be done on the correct form version as the current version might not be the version used to collect the data. In the data, look out for the formdef_version value and compare it to the version number you are looking at. If it is different, you can download the correct version by going to the Design tab of your server console, clicking Download, Form files and finding the right version under Previously deployed versions.

The audio audit is not relevant

No data is recorded for any field that is not relevant. Check the relevance column of the audio audit field to ensure that it is relevant.

Check the relevance of the audio audit field.

Using non-visible elements as the start field for an audio audit

You might have specified the starting point of the audio audit as a field in the form design. This becomes the trigger to start the recording once that field has been past in the form. Non-visible elements such as calculate fields and begin group don’t show up on screens. As such they cannot be used to trigger an audio audit. In this case it is better to use the closest visible field as a trigger instead.

 Check whether your starting field is visible.

The start field is not relevant 

As above, passing the start field should start an audio audit recording. If the start field is not relevant (i.e. it is skipped), the audio audit doesn’t get triggered and no recording is made. 

If the start field has a relevance condition, check the data to ensure it is relevant for the submission in question. For audio audit fields that are in a group, check the relevance of the group also, as this may inform the relevance of this field.

Check the relevance of the starting field.

Like other non-visible field types, audio audit fields are location agnostic, meaning they can be placed anywhere in a form design and still perform their task. The one exception to this is calculate fields in a repeat group. Audio audit fields do not work inside repeat groups.

The start field is not being named correctly

The start and end field of an audio audit do not use the normal convention for referencing field names in a form. The normal convention is to use the dollar sign ($) and curly brackets ({}) for referencing. So if we have a field named "start_field", one would use ${start_field} to reference this field. 

When used in an audio audit, the name will suffice. So in the appearance you would have:

p=#;s=start_field;d=end_field

Using the normal convention will cause the audio audio not to be triggered. 

 Check your audio audit syntax.

The duration of the form is too short

With time-based (as opposed to field-based) audio audits, there are scenarios where the starting and ending point are very close. If the form submission is too short in duration, it might not trigger because not enough time has elapsed. You can use the duration value to get a sense of the overall timing and if using a text audit, you can get specific durations of the related fields.

 Check the duration of your form.

Asking for help

If you are a paid or trial user and you have worked your way through the above troubleshooting steps and are still not sure how to resolve your problem, you can open a support ticket from the Support Center. If you are a free community user, so do not have access to our support team, you can post a question in the community forum to get assistance from other users.

It is important to include your form design and supporting files such as CSV files used for pre-loading and your exported data which can be de-identified, but with the key metadata fields included. You can read more on what to share when requesting help and support in this article.

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