Different SOPs

CM is not reporting specific hours and has been FIRED by HR.

• Send ~HR Admin Review - General Message

• Tag ~Inactive Status Inquiry

• Send ~Redirect to HR Notice

CM is reporting hours, but in another thread HR is conducting an HR review of the hours in question.

• Tag ~Inactive status inquiry

• Send ~HR Admin Review - General Message

• Send  ~Redirect to HR Notice

If a Crew Member is in pending status and we see their shifts are approved yet they are saying they are not seeing them on their end (known tech issue)

• Escalate to Tier 2

• Used saved reply ~Timestamp - shifts not showing

• Escalate to AM Triage

If the timestamp is Offsite and has been rejected with the specific reason “Rejected: Offsite Investigation” or “Rejected: Time theft”

• Use saved reply “~Timestamp - Offsite / location services

• Send and close with ~Offsite Investigation

• Approve Timestamp

  Use saved macro ~Timestamp - Incorrect Workplace Address

 

If either the clock in, the clock out or both entries of the Timestamp has an offsite warning of less than 100 km

• Use saved reply “~Timestamp - Offsite / location services

• Send and close with ~Offsite Investigation

• Approve Timestamp

If either the clock in, the clock out or both entries of the Timestamp has an offsite warning of 100 km or more

• Use saved reply “~Timestamp - Offsite / location services

• Send and close with ~Offsite Investigation

• Approve Timestamp

  Use saved macro ~Timestamp - Incorrect Workplace Address

"SITUATION: ""Is there a way for you to clock me in automatically once I arrive at the workplace?" What macro will you use to respond?

• ~Clocking In and Out

• ~Feature Not Available

• ~Timestamp - App Use Requirement

"SITUATION: "Is there an online chat forum CMs can use to communicate?" What macro will you use to respond?"

• ~Non - Job Specific - Communication Forum

• ~Feature Not Available

• ~No Phone Support

SCENARIO: On a ticket that you are supporting, the latest response that you saw from an agent was a "Third Attempt more detail" (Macro: ~Timestamp - Not Providing Full Info). Since there's still no response from the CM after this, what macro should we use?

• Final Attempt to get missing information (Send Macro ~Timestamp - Final Request)

• Escalation for non response. (Tag with ~Tier 2)

• Escalation for Possible Time Theft. (Tag with ~Internal Termination Request)

"Situation: "" CM won't be able to work on his 1st day. Bust wanted to work the Job." What Macro should we use?

• ~Call Out - Objection to advice to cancel

• ~Call out First Day Of Assignment

• ~Call Out or Time off Request (Long Term Assignment)

• ~Call out or time off request - short term