Creating a Corrected Response

When a callout is in any status a correct response can be preformed, changing an employees original response to a different response (A response cannot be changed to an accepted result unless the callout is in Done, Stop, or Closed status.).

Callout

The process of requesting employees to work during their off hours or for non-shift work, usually contacted by phone and/or pagers.

Correct responses can be made through the Correct Responses screen in the List Mnt module. Results may also be corrected through the Corrections button on the Callout Detail Report page.

Only the employee's final result for the callout can be modified, since the final result is the only result that counts toward the Availability %, unless your company charges per an attempt.

Example: An employee was on vacation during a callout, but ARCOS had not been updated to reflect the schedule exception. The vacationing employee’s final result for the callout was Answering Machine, which is incorrect. Correct Response can be used to change the Answering Machine result to Vacation.

Some companies have security built in that does not allow users to do a Correct Response for a result that is X days after the previous six month period (January 1 through June 30 and July 1 through December 31). The lock out period can also be set to annually or quarterly, or to a rolling period older than X days ago. This feature is not used by all companies. The ability to enforce time-restricted corrected response changes is assigned at the Security Group level and controlled by a security option titled “Corrected Response – Unrestricted Date Range” in the List Maintenance Section of the Security. When the security option is NOT checked, that group will have a time-restricted ability to make corrected response changes as indicated by the company parameters. When the security option is checked, the assigned group will have the ability to make corrected response changes to callouts regardless of date.

Note: Callouts are accessed by the Callout ID number, so make sure you have that number available before you begin.

To Preform a Corrected Response

1. Click Corrections on the Callout Detail Report page and skip to Step 5 - OR -

Click the Correct Responses on the List Mnt tab. The Correct Responses by Callout ID window displays.

2. Enter the callout ID in the Callout ID field.

3. Click Submit. The Correct Responses page for the selected callout displays.

   

4. Click the correct link for the employee's final call result to correct. The Correct Response dialog displays.

   

5. Select a new result from the New Result dropdown.

6. Enter a reason in the Reason field.

Note: This is a required field that must be between 2 and 100 characters.

7. Click OK. The Correct Responses page displays with the updated response.

   

Note: If the callout is in the past and a response has been changed to an accept, a pop-up will appear stating the callout will temporarily change status while the response is being saved.

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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.