Inbound Activity Report

The Inbound Activity Report provides an overview summary of actions employees took when they logged into the Inbound System. From the overview levels users can use links to drill down to the Individual Call Details and listen to the call recordings, if calls are record for the company. The initial report lists the types of activities, quantity of those activities, and a link to the detail for each type.

The detail link displays more in-depth information about the activity, including dates, employee names, and other pertinent information. For companies with the ability to put themselves on vacation, a detail row appears titled "Create Schedule Record" that contains a link to an itemized report that includes employee name, location, and date/time the status the employee made themselves unavailable to. The report can be sorted by any of the columns in this report by clicking on the sort link in the column header.

This is a good troubleshooting report, especially the Failed Login section that lets you see some of the problems that employees had trying to login to the system. 

Failed Login Calls

Failed Login calls, included in the Inbound Activity Report, show information for the entire company, not just the location selected on the report. Each failed login attempt results in a row being added to this section of the Inbound Activity Report. For example, if an employee enters an invalid PIN twice and then successfully logs into the inbound system, two rows will appear for the employee in the Failed Login section.

Failed Log Ins can occur before ARCOS can determine the location of the employee attempting to login, which results in a blank name and location column on the detailed report, as shown here:

Use caution with these reports, because they show employee PIN numbers.

To Generate an Inbound Activity Report

Note: The different types only display in the report if there is activity to report for the selected date range.

1. Click the Other Reports button on the Reports tab. The Other Reports selection screen displays.

2. Click the Inbound Activity button. The Inbound Activity Report setup screen displays.

   

3. Select Parent Company, Business Unit, Division, and OpCenter locations for inclusion in the report.

Note: Click and drag or <Ctrl> +  click to select multiple Parent Companies, Business Units, Divisions, or OpCenters.

4. Select the Start and End dates for the report using the Calendar Picker . The Date picker remembers your settings for multiple reports during the current session, but resets when you logout of ARCOS. The default is the current 48-hour period.

5. Click the Generate Report button, to display the report in the same window, -OR-

Click the Generate in New Window button, to leave the current window open and display the report in a new window, -OR-

Click the Reset button, to clear currently selected search criteria and return the selector to default settings, -OR-

Click the Save button, to save the report. See Saving a Report for more information on this functionality.

View an Inbound Activity Report

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*Note: ARCOS documentation is a living document. For inconsistencies or missing features, contact ARCOS Support. Not all companies have all items in the Online Help.