Incident Management (911/912)
TABLE OF CONTENTS Purpose:    Definition of a 911:  Reporting an Emergency Incident:  Response to an Emergency Incident Report:  Communication Templa...
Fri, 22 Jul, 2022 at 2:38 PM
Internal Contacts By Department
The list below will provide you with contacts on who to forward issues to based on the application. Department Responsibility To Field CC Fiel...
Wed, 13 Jul, 2022 at 1:43 PM
Complaint Call Review
From an investigation perspective, it is best to assume the agent is guilty until proven innocent. Your goal should be to provide the client with accurate a...
Sun, 24 Apr, 2022 at 4:18 PM
Below are links to charts for common workflows. Chart Purpose Link Call Routing Basic Open/Close flow chart for incoming calls Link Basic C...
Sat, 23 Apr, 2022 at 4:49 PM
Ping Agent Support Troubleshooting
Sun, 5 Jun, 2022 at 3:50 PM
Report Coaching Requests
There are times where you may be reviewing a call and think "This needs to be a coaching request". Complaints equal approximately 0.0006% of t...
Tue, 21 Jun, 2022 at 12:04 PM
Voicemail Tickets
Our phone system sends voicemail to FreshDesk which turns into a ticket. Unfortunately there is not much information on the ticket so if you are reviewing a...
Fri, 15 Jul, 2022 at 10:50 AM
Fresh Desk Ticket Processes
This is going to be a little long winded but we do have processes in place to perform certain actions on Fresh Desk tickets.  The most common scenarios are...
Wed, 6 Jul, 2022 at 8:58 AM
PING Dashboard Access/Issues
The customer emails us stating that they require access to their PING Dashboard. This usually looks something like this:  The first step would be t...
Fri, 19 Aug, 2022 at 1:21 PM
PFOS Tickets
From time to time, we may come across tickets like the one below. These tickets are communication for our Payroll department.  We must assign these t...
Thu, 25 Aug, 2022 at 11:12 AM