Zendesk
The Requester should be this.
What is the Caller's name/Person requesting the information?
This person is the Program Manager for NJ
Who is Jocelyn Summers?
You can see the reason for a punch being "Rejected" here.
Business Rules in punch details
You are required to check in with callers on hold in this timeframe.
What is every 3-5 mins?
Payroll has until this time to make a payment available or add an hours-modification note in the CLT profile.
What is 5pm on the payment date?
You must include this information in every ticket.
What is all important details, who/what/when/where, including troubleshooting steps taken, dates, action, ect?
True/False
An EE can work 20 hours per day
FALSE
EEs Cannot exceed more than 16 hours in a 24 hour work day.
ONLY this person can reject punches in DCI.
The ER/CLT
True/False
Customer Service is ONLY open Mon-Fri 9am-5pm
FALSE
We are open 24/7!
True/False
ER calls in and is requesting a copy of their employee's pay stub for them. You can send this to them via email.
FALSE
Only EEs can request pay stubs and they can only be mailed
AL ADMH CLT calls in and has questions as to why their enrollment is not complete. You use this Zendesk macro.
What is CS Handoff_SUBMIT AL ADMH Client form?
A NJ ER calls in and has questions about the Difficulty of Care form. You do this.
What is create a Zendesk ticket utilizing the "NJ Payroll_Tax macro"?
True/False
When it comes to Budgets/Accruals are all programs listed in units, dollars, or biscuits.
FALSE:
Each program is individual and the budgets/accruals are calculated differently
When calling Interpreter Services, you must give this person's name as your supervisor.
Who is Lisa McGuire?
You can see an EEs current pay selection in this database
What is the DCI Payroll Engine?
When creating a Zendesk ticket, this must be done and completed for the ticket to route correctly.
What is apply the macro?
NJ EE states they emailed their certification to enrollment, you must do this.
Guide the EE on how to enter in DCI and close open ticket
An AL SAIL counselor calls in, you verify them doing by asking for this.
What is the CLT's DOB and address?
TRUE/FALSE
You must always "warm" transfer a call when transferring.
TRUE
Please stay on the phone until the person you are trying to reach answers and introduce your caller then transfer if the person says they can take the call.
A caller is screaming at you, cursing, and being abusive. You must do this.
* I'm sorry, I do understand that you're upset. In order for me to help you I must ask that you please be respectful and refrain from using an offensive tone . "
If after you have set those boundaries and that caller continues being abusive then you may say:
*I'm sorry I am unable to assist you, I will need to disconnect this call. "
Then notify your lead
The guide to help you decide which macro to use is called this.
What is the Zendesk Macro Guide?
When entering Accrued Time Off in DCI, you must enter this as the Entry type
This person can unlock a DCI profile.
Who is anyone with DCI master access?
To qualify for the monthly incentive a CSR must meet these requirements
No absence on block out days.
No disciplinary action taken within the month
Must meet metrics
New hires must be active on the phone for a full month
A KS Helpers caller chooses this prompt to have enrollment questions answered.
What is None, KS Helpers has a designated line with no prompts?