RRC JOB AID
WHAT DOES RRC STAND FOR?
WHAT IS RECOVERY REBATE CREDIT
What is an appropriate hold time
WHAT IS 1 to 2 mins
WHAT TRANSFER VERBIAGE MUST BE SAID PRIOR TO TRANSFERRING ANY CALL?
WHAT IS “In order to better assist you, I will need to transfer you to another representative. You may hear a moment of silence while I connect you."
If going to lunch, which AUX should you go in and for how long
WHAT IS meal status and for 30 mins.
What MUST be plugged in prior to logging on to AWS
WHAT IS your headseat
How can a caller or taxpayer claim the Recovery Rebate Credit?
WHAT IS on the2020 Form 1040(U.S. Individual Income Tax Return) or Form 1040-SR(U.S. Tax Return for Seniors).
What closing statement must be said on each and every call
WHAT IS “If there is nothing else I can help you with, thank you for calling the IRS.”
IF caller says they do not have access to internet then what MUST be determined prior to transferring
WHAT IS you have determined self-help methods are not an option and their inquiry cannot be answered because of lack of internet access.
Which AUX can your status be in for the first 6 mins
WHAT IS busy
WHAT IS 6 minutes
What tax year is the RRC credit eligibility and the RRC credit amount based on?
WHAT IS the 2020 tax year
WHAT IS listen, question and confirm
Is it a valid or invalid transfer IF Caller states they meet the eligibility criteria, but there is no status available in GMP
WHAT IS AN INVALID TRANSFER
What are the two statuses you must be in to receive a call
WHAT IS In an Available work status and On Queue
What are the 3 main resources that you should have readily available BEFORE going on queue in Genesys
WHAT IS the
IRS SPSC EIP Job Aid which can be found on SharePoint
•Transfer Job Aid which is also found on SharePoint
•Open the IRS SPSC website links referenced on SharePoint for easy access
Is EIP3 a part of the RRC?
WHAT IS No, EIP3 is NOT part of the 2020 RRC.
If there is no response from caller what must be said and how many seconds must you allow before disconnecting
WHAT IS “I’m sorry we are unable to hear you, please try to call back again if you still need support.” 30 seconds
Is it a valid or invalid transfer IF Caller reporting banks will not cash checks that were dated in April or May, or the checks are not clearing
WHAT IS a Valid transfer
WHAT status are you not allowed to be in at all
WHAT IS away status
What system is used to review your work schedule
WHAT IS Aspect
What if the caller already filed their 2020 return and made a mistake in calculating the RRC amount or forgot to claim RRC?
WHAT IS Follow RRC FAQ section:2020 Recovery Rebate Credit —Topic G: Correcting issues after the 2020 tax return is filed
What are the ONLY two queues that English agents are allowed to transfer to
WHAT IS the IRS English Transfer Queue and Maximus Spanish Internal Transfer Queue
When is it NOT ok to transfer for EIP even if caller is demanding.
WHAT IS Callers who are demanding to be transferred in order to update their bank account information
What is some of the information you can you view in your performance tab
WHAT IS time in status; transfer; alert; alert no answer
If you were logged in Genesys for 8 hours and 15 mins with no technical issues, what time should be documented in Dletek.
WHAT IS 7.7 hours