Result Summary Report

The Result Summary Report provides a list of call results for a selectable period of time across locations. It shows statistics by system, including the Web, Inbound VRU, Outbound VRU, Manual Responses, Corrected Responses, and System. The System source provides you with the ability to monitor how often certain callout rules and schedule exceptions are occurring on callouts.

The Detail link brings up an expanded Result Summary for the specific Result type. This expanded view shows the Date of the result, the Employee Name and Location, the Source of the result, the actual Result, the Reason (if entered), the related Callout ID, and the Operator. If there is a link in the Link column, you can click it to review the recorded call as well. You can sort by any of the columns in this report by clicking on sort in the column header.

Definition of the columns in this report.

• Source: The source of the result, including the Web, Inbound VRU, Outbound VRU, Manual Responses, Corrected Responses, and the System.

• Result: The result, or outcome, of the callout. Each Source is broken down by Result.

• Quantity: The number of times that Result occurred within the Source.

• Detail: A link to the Result Summary Detail for the selected item. The Result Summary Detail report contains a link to the Callout ID for the selected result.

To Generate a Result Summary Report

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

2. Click Result Summary. The Result Summary setup screen displays.

3. Select a Parent Company, Business Unit, Division, and OpCenter from their respective dropdown lists.

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

4. Select Start and End dates from the Calendar Picker. The default is the current 48-hour period.

Calendar Picker

The Calendar Picker allows you to select both dates and times to be used in ARCOS.

The navigation with the mouse is straightforward; however, there are a number of keyboard shortcuts available for navigation and selection. In addition to mouse and keyboard functions, Calendar Picker uses color coding to denote certain things:

The current day is highlighted in pink.

The left blue arrow allows you to scroll back one year.

The right blue arrow allows you to scroll forward one year.

The left green arrow allows you to scroll back one month.

The right green arrow allows you to scroll forward one month.

Calendar Picker Navigation with Keyboard

Navigation	Keyboard Function
Move from one day to another	Up, down, left, and right arrow keys
Move one month at a time	Up and Left arrows move to the previous month Down and Right arrows move to the next month
Move three months at a time	Ctrl+Shift+Up or Ctrl+Shift+Left combinations move three months previous Ctrl+Shift+Down or Ctrl+Shift+Right combinations move to the next three months
Move one year at a time	Page Up key moves to previous year Page Down key moves to next year
Go to "Today"	Type t
Enter Hours	Type h then type the required number
Enter Minutes	Type m then type the required number
Enter Seconds	Type s then type the required number
Save	Press Enter
Cancel	Press Escape
Display Start Time Picker	Type s
Display End Time Picker	Type e
When selecting both Date and Time, it is advisable to select the Time first, because the Calendar Picker closes as soon as the Date is selected.

4. 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.

6. Click the Detail link in the right column of the Result Summary report to view more details on the selected result.

Example of a Result Summary Report

*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..