Communication
Ticketing system used by the TN Department of Labor and Workforce.
What is Zendesk?
You have how many days from your first call to hit your goals?
What is 30?
You earn this after 2000 hours of work your first year.
What is your first retention bonus.
This is where you send tickets for claimants who need letters regarding their benefits.
What is 'Special Services.'?
This is what we call the state system to claims.
What is Jobs4TN?
Before completing a ticket you check for these and solve to the oldest.
What are duplicate tickets?
Agents should average calls under how many minutes?
What is 10 minutes.
Every 1000 hours after your first 2000 hours your earn this.
What is another BONUS?
YIPPEE, YAHOO, LOVE IT.
This is where claimants should file there claims.
What is in the state they physically worked in?
This is the easiest way to pull up and applicant in Iris.
What is the SSN?
The side of the ticket that must include information to identify the caller?
What is the 'Left Nav.'?
Agents are required to be on-line this percentage of time.
What is 75% of the time.
Managers are always available to assist you here.
What is the FAQ room in Teams?
You should always check this for any outstanding issues.
What is 'Benefit Issues'?
You must ask 5 verification questions to complete this.
What is IVCL?
Status used in Zendesk when waiting on ID's?
What is 'Pending Status'?
This is the percentage of time you are available for calls.
What is 'Occupancy Rate'?
You must do this if you will miss work.
What is 'Call your manager as soon as possible'?
This is a letter sent to the claimant, not found in IRIS, that requires the claimant to meet with a state representative. It's a random selection.
What is RESEA?
Thisis what you ask for is a claimant fails IVCL.
What is a Selfie with a valid photo ID from list A, and a photo of the claimants list A and List B item laying flat?
You select this to put a ticket in your name.
What is 'Take it'.
Passing score for quality audits.
What is 95%
You log your time in these two places.
What is Team Vaco and Bullhorn?
Claimants may use wages from multiple states on these types of claims.
What are combines wage claims.
This is left on every claim you access.
What is a detailed note?
To accept calls you use this status.
What o"on-Line"?
This is the number of calls minimally required per day.
What is 36?
This is where you will find copies of your paystubs, be able to update your address, and other personal information on yourself through Vaco.
What is Ultipro?
Claimants must have this amount of money in their base period to considered for a combined wage claim.
What is a dollar ($1)?
These two give the best training class ever.
Who are Brad and Cody?