This status automatically populates when a call is made...

During the Benchmark Phase, this status can only be used if a call is disconnected and you need to call the member/provider back. Once you have reached the caller then put yourself back into available. This should take under 5 minutes

What is my phone status for Hot Topics and Fluency?

I should sign out __________ prior to QA/Mentoring Meetings and my phone status should be_______________________.

True/False: I can manually change my status to Outbound call to make a call to a provider/member.

I have a callback set for 2pm today. The callback has presented and I did not do my research. Can I change my status to Callback follow up?

True/False: A successful callback will automatically show callback presented, outbound call and outbound follow up.

I should never manually change my status to:

Excessive time spent in the callback presented status or on activities not directly related to the callback is misuse of the callback feature. This can be considered work avoidance and is subject to disciplinary action according to the 2021 Customer Service Pledge.

 Select true if you have read and understand the statement above.

Select false if you do not agree and/or do not understand the statement above.

Callback presented automatically populates when you set a callback in Interaction Desktop. How long should you be in this status before making the callback?

True/False: It's okay for me to go away from desk at 8:05 am?

While in Benchmark, I cannot set callbacks within ____ of lunch or breaks.

I am having system issues. I should reach out to _______ and my __________ immediately. I should place my phone in _____________. I should not be in this status for more than _______ minutes without someone knowing I am having system issues. I can also text Mrs. Glenda at _____ if I cannot send an email to her or my mentor at that time. I should not send_____ messages.

True/False: I am not considered tardy, if I log into Away from Desk until 8:05:30?