When an employee is called by ARCOS, a call result is logged. This call result occurs even if the employee is not reached. Every call result must have an accompanying charge, credit, or be excused. For example, an accepted response would be a credit and declines, which usually include busy signals and answering machine call results, are usually charges. The business rules that determine charges and credits vary by company.
Credits and charges are used to determine an employee's acceptance response percentage. Every time an employee is considered for a call by ARCOS, he receives either a charge, credit, or an excused result. The acceptance response percentage is determined by taking the total number of credits (accepts) and dividing by the sum of credits and charges (non-accepts that are not excused). For example, an employee that is considered and available for a callout 20 times (year-to-date) and accepts 6 times would have an acceptance response rate of 30%.The business rules for each company include a minimum percentage rate that is considered as an acceptable response rate.
In addition to Call Result Charging, other circumstances can influence when an employee receives a charge, credit, or is excused from getting a charge. Again, these rules vary by company and depend on the business and union rules for the company. To learn about charging rules for your company, see your Customer Configuration Guides section. Below is a list of the most common charging rules used in ARCOS.
Max Charges: A maximum number of charges or credits can be given to an employee within a specified time period, such as 1 charge every 4 hours or 2 charges within a 24-hour period.
Call-in Window: A company-specified amount of time in which an employee can call in to accept a callout after receiving a page or an answering machine message from ARCOS. If the employee does not call in during this time period, he automatically receives a charge.
Grace Period: A company-specified length of time before or after a working status in which an employee can be excused from a charge. For example, an employee is not charged if he does not accept a callout within 1 hour of completing a normal shift.
Devices Not Called: If a callout is stopped before ARCOS calls all devices listed for an employee, the employee is not charged for the callout.