Amazon Connect
This is where you go to verify the routing profile for an expert.
What is user management tab of Amazon Connect?
This determines the types of contacts a tax expert receives.
What is routing profile?
This back office app shows if an expert has completed their IEP profile.
What is Onboarding Funnel View?
The one thing that a VLOOKUP had to be used for when updating the daily roster
What is the Partner Manager email
This is the percentage of logged time a partner expert is sitting in available and helps us determine the need for VTO.
What is occupancy/utilization rate?
This Slack channel is where you request changes to routing profiles, security profiles and agent hierarchy.
What is care-ops-skilling?
Generally, Routing Profiles start with ____ and Workgroups start with _____ .
What is cg-us; CTG_US
A partner expert got promoted, this is where you or account manager will go to reflect the role change in Intuit Systems.
What is Expert Mobility & Role Change?
The is where you go to download the most current roster
What is ALM?
This report shows utilization.
What is Roshi?
This is the most likely reason an expert is not showing up on the Amazon Connect Report.
What is having the wrong Agent Hierarchy?
When a role change is submitted, we also need to change the ______.
What is the Workgroup/Staff Group?
This back office app allows you to change workgroups.
What is workgroup management?
You do this when an expert is hired by multiple partners.
What is post in domain-ttl-dup-partner-rez?
This applications manages hours available to experts schedules.
What is Morpheus?
This is the most likely reason a user will see "Session Expired" on your Amazon Connect report.
What is not being connected to CCP/IEP phone tool?
This is the routing profile used for partner managers and leads.
What is cg-rp_nonagent?
This app helps me view any user's schedule, provisioning and workgroup and will ultimately replace ALM.
What is Expert Search?
The system our partners use to upload their rosters to Intuit Systems
What is TPEP?
An expert isn't seeing any hours to schedule, while another expert sees plenty. This is likely because these two experts are not in the same _____ .
What is workgroup/staff group?
In Amazon Connect, the "Security Profile" determines _______.
What is the level of Amazon Connect access/provisioning a user has?
This is the routing profile of a JDA WKND Expert (non-fs).
What is cg-us_rp_de_alt_jda_er?
The back office app used to do bulk routing profile changes.
What is Agent Routing Profile?
Tool access is determined by ______.
What is the Role indicated in ALM?
The Resource Ops Team (Joe Howe, Josh Lutz, Riley Zahm)