CAPES
This is the program we use to send our notes up to the TWC.
What is 'The CAPES app'?
This is also referred to as the TWC Mainframe.
What is 'BlueZone'?
This is where you will be submitting notes on your calls for anyone that doesn't disconnect.
What is 'The 🐞In-Coming Call Form🐞'?
This must always be filled out while you are still on the call.
This is the form you must fill out if you DON'T have an editable CAPES entry, but flow says you need to add CAPES notes.
What is 'The FDCM form'?
This will automatically generate a CAPES entry, so make sure you immediately grab the new case after you submit this.
We have to do this in CAPES to select a case.
What is 'Right Click, and select Edit on the Pop up Menu'?
These are the 2 places in BlueZone we are allowed to put our notes.
What are 'NMFF and CMNP'?
You can only add NMFF notes to ID/IV/Fraud cases, but you can add CMNP notes on almost any case.
These 2 situations require you to fill out extra OS Rep forms in addition to your 🐞In-Coming call form to get your caller help.
What are 'Needing a Spanish Speaker and the Needing to Schedule a Callback'?
This question will be directly above the section links that lead you to the ☎️Requested Scheduled Call Back Form☎️ .
What is 'What was the result of the Enhanced ID/Claim Verification?'
This section will be present on every flow that requires any sort of verification.
You must do this if a caller gives you their email address and it isn't already present in CAPES.
What is 'Update the information in CAPES'?
You'll do this by hitting the Update Info button.
This MUST be filled out in addition to your NMFF footnotes if you have attempted any type of verification.
What is 'A Questionnaire'?
The only time you don't fill these out once a verification has been started is if they schedule a callback or they hang up.
This 🐞In-Coming form answer can change if you realize the caller has a different problem that what they were reporting.
What is 'The Issue Type'?
Pick what most closely matches what your call ACTUALLY ended up being about.
This will be the flow that directs you to fill out the 💖Spanish Agent Needed Form.
What is '🛍️Translator Needed: Languages Other Than English🛍️'?
Every single section of In-Coming flows will have a link to this.
These are the 2 Resolutions in CAPES we can NEVER use.
What are 'No Answer/Not Avail and Reclassify'?
We CANNOT leave these in when notating in BZ, CAPES, or the OS Rep Form.
What are 'Brackets'?
These are just for templates, they mess up coding in BlueZone, and break queries in CAPES.
This must be your Resolution if you select Pin Reset for the 🚧 Question on the 🐞In-Coming Form.
What is 'Tele-Center Issue - Not Fraud, Identification, or UBS Lock Related'?
Your flow will always have a chart telling you how to fill out the form.
This will be filled out if a call disconnects immediately or if a caller intentionally hangs up.
What is 'The ☎Dropped Call☎ form'?
Flow will tell you exactly how to fill this out for your specific circumstance.
These are the ONLY 2 emails we are permitted to send with CAPES on In-Coming Calls.
What are 'Uploading Documents or Uploading Documents - Spanish'?
All other emails are ONLY for the TWC, or ONLY used on Out-Going cases.
This is how long you can edit your footnotes in BlueZone by putting C in the action field.
What is '30 minutes'?
This only applies for NMFF footnotes, you cannot edit CMNP notes.
This must be your answer to the 🟢🔴🟡🔵 Question on your 🐞In-Coming form if a caller refuses to provide information to locate them.
What is '🔵N/A - cannot be determined'?
This is in the 🚯Unable to Locate - Declining to Provide Info or Unfindable section of your In-Coming Call flows.
This is the form you must fill out if you had a problem clocking in that will affect your pay.
What is the '⏲UKG Punch Correction Form⏲'?