Using ATS™ to Verify an Employee Actually Telephoned
ATS™ allows supervisors and administrators to view a detailed report outlining the steps of an employee’s phone call even if the phone call was incomplete.
ATS™ provides Call Details reports which document every step in a phone call, whether it was complete or incomplete. This includes every prompt and response from the initial greeting to the call termination. Calls are considered complete when ATS™ provides a confirmation number.
The Call Details report lists every step of the phone call between ATS™ and the employee. The Call Details report can help supervisors answer employee’s questions such as: “I recorded a voice message. How come it didn’t save with my event?” or “ATS™ didn’t recognize my user id number”. The Call Details report allows a supervisor to see the options an employee chose when he or she telephoned and exactly where the phone call was terminated.
For example, an employee could have recorded a voice message but chose the option to delete and continue. If the employee did this, the Call Details report would list each answer the employee chose in response to an ATS™ question. To access this Call Details report by user id, the supervisor would log onto ATS™ and:
1. Click on the Reports Tab, then on Employee History.
2. Search by entering a last name and selecting the desired employee.
3. Check Incomplete Calls, enter the date range, and click on Search.
4. Click on the Date/Time of a specific call to display the details of that call.
5. Review the displayed Call Details to verify where the call was terminated.
If the employee did not identify himself or herself correctly, the phone call will not show up under the Employee History report.
In another case, an employee could return to work and notify the supervisor that he did not call in because ATS™ did not recognize his user id. The supervisor could then look at incomplete calls in that time frame and, if the supervisor notices an incomplete call that did not recognize the user id, he or she can verify that a phone call was attempted.
To access this Call Details report for calls terminated for unrecognized user ids, the supervisor would log onto ATS™ and:
1. Click on the Reports Tab, then on Telephony.
2. Change the date, if appropriate, clicking on Search.
3. Under the heading ‘Calls By Hour’ click on the work ‘View’ by the appropriate timeframe. A list of calls will be displayed in descending order.
4. Select the view option of a specific call to display the details of the call.
For more information about QQuest Corporation, visit http://www.qquest.com.