Status Codes
This status group is used when an applicant is no longer proceeding
Requires Intervention
How many times can you reactivate an order? (Except TD)
2
Welcome Aman!- These two countries would be his dream vacation destinations:
Italy and Greece
What is the best tool to keep track of your appts?
iCare folder- TI name- Awaiting Completion
85%
What is the status message stamp once a full completion code (516) for TD is accurately used?
Complete- interview has been completed and submitted to TD LJ
What is the call cycle on TD cases?
every other day then put on Hold on day 10
Welcome Maliha! - These two hobbies are what she enjoys doing in her spare time:
photography and cooking
3 Most important steps with every completed TI:
- confirm PDF uploaded if uData
- Attach recordings by selecting accurate service code (s) from call history
What is our completions per hour goal?
on an average- 2 per hour (exceptions; with longer questionnaires/languages)
What are the steps on iCare for max attempts?
Use the hold tab to select appropriate message type: 100237
How many days can you hold a case for TD Add Info?
5 days
How many years of service did Marie C complete recently?
8
What is the process for COOP if task is not available in Aura?
email DIS- Escalation with order #/policy#
What is our daily talk time target?
close to 5.5 hrs on a 7 hr shift
What is the status code used for TD partial completion?
517
Lifeco- how long do you hold a file back from submission for missing information? (missing DL, height, weight etc.)
24 hours
How many years of service will Sunita have completed come Jan 2024?
20 :)!!!!
What is the process if applicant requests a different Language other than Eng/Fr?
Inform Manager/TL- place order for fee-approval in Languages folder
what is our individual daily completions goal?
12-14 on a 7 hr shift (exceptions with longer calls/language calls)
What status code is used to inform TD we are awaiting add info?
528
what are the TD codes - in Progress codes that will now increment Contact attempts and messages left
502-508 should increase contact attempt counter and messages left counter
What instrument can Kyra play?
violin
Before you log off/finish for your day- what is the most important step?
check iCare folder for any missed appts for the day/previous days
What is the finesse status you should be on at all times when not on a TI?
Ready