Amazon Connect
When do we hit "break"?
10m breaks
What is MS Dynamics for?
Case assignments (documenting)
What channels are used frequently?
Announcements, important links, request for additional contact information, hidden channels aka pod SI-SO
If you receive an inbound call from a principal asking a general question (ex: vaccination hotline #), the priority level should be set to _______.
normal
Where do we sign on?
- Zoom
- MS Teams > CE > "hidden channels" > TEKsystem PODs # SI-SO
- AWS
When do we hit "available"?
- When we are taking inbound calls
How do you find your case load?
MS Dynamics > Under monitoring, hit "cases" > switch "active case" to "my active cases"
What do we see in the announcements?
IIMPORTANT UPDATES (ex: "effective as of...", new requirements, isolation/quarantine dates, daily pass, tests, etc.)
Where do you find tasks?
MS Dynamics
What should our status be on Amazon Connect first and last 10 mins of shift?
"Meeting"
True or False: We should be using desk phone
False - use softphone
How do you get to MS Dynamics?
MS Teams > CE > "Important Links" > "Dynamics Community Engagement Production (Live and all activities made are REAL!)"
What is in the "important links"?
Zoom link, Amazon Connect, MS Dynamics (live), Sandbox, MS Teams
What are the task titles we use? (Hint: 6)
Inbound Call (w/out a case #) - Re: questions clarified/inbound call
Follow-up (put the case # under "regarding" section) - For suspected cases, always create future-dated task for 24-hour follow-up on test results. For asymptomatic CC, future-dated task for follow-up on test results after day 5.
Exit Interview Due (put the case # under "regarding" section) - future-dated task for exit interview day 10. Do not mark task complete until it's been completed.
CVV-0123456789 – For any vaccination inquiries completed (just fill subject line w/CVV # only)
T-0123456789 – For any test inquiries completed (just fill subject line w/test # only)
Error (put the case # under "regarding" section) - If you accidentally created a task (you can't delete a task, but you can edit it)
What is the difference between sandbox and MS dynamics?
You can play around on sandbox (FAKE cases), but you can't play on dynamics (LIVE cases)
When do we hit "standby"?
Never
How do you find a case?
Case #, full name, email, student/employee ID
When do we post on facilities affected areas channel?
We do not
Where would you put the case #?
Under the section "regarding"
Explain all 4 case types.
Index: Individual who is COVID positive
Close Contact: Individual who has been within 6 feet of the index case for 15 cumulative minutes or more in a 24-hour period during the case’s infectious period
Suspected: Symptomatic individuals that are likely COVID positive, but no test result
Daily Pass: Those who have been exposed to an index case that is not LAUSD affiliated and are asymptomatic
When do we hit "documentation"?
When working on a case, updating chart in Dynamics and posting notes in working chat.
Where do we find the exit date for a case?
"isolation/quarantine anticipated end date" or the case itself
What are some things you would put in your POD channel?
- Completion of initial/exit interview
- Follow up on case with HR/nurse
- IEM request
What is the priority level for CC & DP cases?
Normal
DEMONSTRATION: Walk me through the start of your day
DEMONSTRATED