A
A symptom that indicates that an internet speed test should be performed
Dropped calls, stuttering calls, audio issues, very slow performance
857-282-4357
What is IT/IS phone number?
Webex
What is the program used to make and receive calls, transfer, hold and merge calls?
EPIC
What is the program schedulers use to register and schedule patients?
Sticky Notes/Notepad
What application is used to take notes during calls to enhance active listening and accuracy?
Internet connection required to optimize call quality and stability
What is being connected via Ethernet?
The Number listed inside a laptop
What is the DIM number?
Add supervisor to the IS/IT watch list
What should be done once a ticket is submitted?
UKG
What is the program used to clock in and out if hourly, submit time off?
VPN
What application has to be connected before every shift and disconnected after every shift? This program connects to the company shared sites and allows certain programs to be used that contain shared information. VPN connection can go out so it should be checked if something is not working.
6 Mbps
What is the minimum high-speed internet connection required for employees?
"End Task"
What is the correct action if an application shows a 'Not Responding' status in Task Manager?
Emails, Teams Messages and Digital Service Portal
Where should schedulers check for any system wide slowness or outages?
Cisco Finesse
What is the program used to track scheduler availability status and to enter wrap up codes?
Computer Restart
What should be done only a last resort if a program is not working and all other troubleshooting steps have been attempted? Choose Restart as opposed to Shut Down.
First thing to check if a program is not responding?
Check VPN connection
Shut down vs. Restart for Technical Issues
What should a scheduler choose once it is determined the computer needs to be restarted due to technical issues? Should be a Restart as opposed to choosing Shut Down
All time
When clearing browser data in Chrome, what 'Time Range' should be selected?
Outlook
What program is used for email and calendar?
Teams Message to Leadership
What should be done if you are taken out of production because of a program not working and you have to perform a Restart as a last resort?
Trying to resolve the issue independently
What is the expectation of a scheduler when encountering a technical issue?
Browser Cache and Cookies
What must be cleared to resolve login loops or blank screens in web-based applications?
Important announcements listed at the top of the Digital Support Portal
Where are system slowness or outage alerts listed on the Digital Support Portal?
ScreenSteps
What is our knowledge base called?
Technical Issue
What status should be chosen in Finesse if you are out of production and are attempting to independently troubleshoot systems and programs because they are not working properly?