Wellpoint Desktop Edition (WDE)

How well do you know WDE?

Multiple Choice

When should I log into WDE?

• Daily

• Mondays

• Mornings, After Breaks/Lunches

• First Day of Each Month

​When should I log into WDE?

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You should log into WDE daily to begin taking calls

and follow your Genesys schedule.

(Unless you are to otherwise by you manager or leadership.)

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Multiple Choice

You are automatically placed into System Sign-On each time you log into WDE. When should you place yourself in 'Ready'?

• When the allotted time noted on my schedule is over.

• Once my system is up and I am ready to begin.

• After finishing my breakfast.

​You are automatically placed into System Sign-On each time you log into WDE. When should you place yourself in 'Ready'?

Each time you sign into the WDE program to are placed in a Not Ready-System Sign On AUX code which allows you time to open any needed systems and get ready to take calls.

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​If you are ready to begin before the end of that allotted timeframe you will change you status to Ready and begin to take calls.

Multiple Choice

My first break is not until 11:00am but I must use the bathroom. What AUX code should I use?

• Personal

• Question

• After Call Work

• Break

​My first break is not until 11:00am but I must use the bathroom. What AUX code should I use?

​Try to match your WDE statuses to your Genesys Schedule for best adherence but when you need to step away make sure to use the appropriate AUX code.

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• ​Personal: Working on special planned events that occur in the call center such as flu shots, blood drives, health fairs, etc.

• Question: Performing mentoring as well as receiving mentor coaching.

• Break: On any type of break including restroom, personal or coffee.

• After Call Work: Performing follow-up work that is generated as a direct result of taking calls.

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​You are given a full list of AUX codes during training and from WFM.

Multiple Choice

When starting a warm transfer, I will use what WDE icon?

​When starting a warm transfer, I will use what WDE icon?

​There are 2 icons that can be used for different types of transfers.

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This icon is used for warm transfers ; also called a consultation. You will use this option to connect yourself ​and your caller with someone outside of Anthem. ​

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​ This icon is used for cold transfers, also called instant transfers. You will be "dropping" your caller to another location without any introduction.

Multiple Choice

My business unit closes at 8:00pm, but my scheduled has me staying until 8:05pm. What should I do with my WDE?

• Log off at 8:00pm since my unit is closed.

• Wait for the All Clear from my leadership before I log off.

• Log off at 8:05pm since that is my schedule.

• Change my AUX code to ACW at 8:00pm to begin to close out my systems.

​My business unit closes at 8:00pm, but my scheduled has me staying until 8:05pm. What should I do with my WDE?

Waiting for the "All Clear" makes sure that all callers that called before the close of business have reached an agent. Without waiting for that "All Clear" incoming calls could sit in queue without being serviced causing dissatisfaction and/or abrasion.

Multiple Choice

How do you Log Off WDE?

• Change my AUX code to System Sign On. 

• Click the X at the top right of WDE to close the program. 

• Click on the drop down and change the AUX code to Log Off then exit WDE. 

​How do you Log Off WDE?

​Logging Off of WDE is a two step process and must be complete each night.

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​1. Change your AUX code to Log Off.

​ This tells the phone system that you are no longer Ready to take

calls and will be logging off WDE.

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​2. Closing WDE.

​ Closing the program will remove you from the phone system view.