Refresher

If a CM asked a waitlist question, and investigation shows they are NOT waitlisted for any assignments, what tag should we add?

• ~Waitlist

• Both the ~Waitlist and ~Job Question_Not yet on job tags

• ~Job Question_Not yet on job

• ~Incomplete question

If a CM asked a waitlist question, and investigation shows they are waitlisted, what tag should we add?

• ~Waitlist

• Both the ~Waitlist and ~Job Question_Not yet on job tags

• ~Job Question_Not yet on job

• ~Incomplete question

"Why am I seeing an overlapping warning?"

Your investigation shows that CM is on job, what tag should we add?

• ~Job question_On job

• ~Job question_Not yet on job

• ~Waitlist

• ~Job Search

"Why am I seeing an overlapping warning?"

Your investigation shows that CM is NOT on job, what tag should we add?

• ~Job question_On job

• ~Job question_Not yet on job

• ~Waitlist

• ~Job Search

"I need to use sick pay for Thursday and Friday this week and Saturday next week."

• Request a doctor's note since CM is requesting 3 days of sick pay.

• Request a doctor's note since CM did not share the reason why they want to use sick pay.

• Process sick pay request as normal.

• Send the ~Sent Home / client Cancel - Proper Notification macro and close ticket.

"I need to use sick pay for Thursday and Friday, and Saturday this week."

• Request a doctor's note since CM is requesting 3 days of sick pay.

• Request a doctor's note since CM did not share the reason why they want to use sick pay.

• Process sick pay request as normal.

• Send the ~Sent Home / client Cancel - Proper Notification macro and close ticket.

CM prompts "Pay Help".

Who can cater these types of tickets?

• Payroll Team

• Tier 2

• Group 2

• Group 1

CM prompts "Something Else".

Who can cater these types of tickets?

• Tech Team

• Tier 2

• Group 2

• Group 1

What are the 3Rs we consider as essential in ticket handling?

• Reason Codes

• Research

• Resolution

• Reply

Overall QA Performance for WS0705:

• 100%

• 91%

• 88%

• 84%