WAH and PII
What is 'A PII Violation that could result in administrative action'?
How you get a token for your Soft-phone.
What is 'Reaching out to the Floor Manager'?
3 Way Calls.
What is 'Not Allowed'?
A caller reporting they never filed for unemployment likely has this issue.
What is 'A 🍓Did Not File Issue'?
The In-Coming form option you'll pick on UBS calls with NO UBS lock.
What is '🌨️UBS Shows: No Lock, but complainant still reports login/UBS issue'?
A UBS Wired Headset.
What is 'The only acceptable way to receive audio from callers?'
Going to FastPath.
What is 'How you receive help from an L2 on an active call'?
On Call Research.
What is 'Required on EVERY Incoming call, no matter the reported issue'?
Someone who is checking the Status of a case can have one of these two different types of Status Checks.
What is 'A 🥠DNF Status Check or A 🥮General Status Check'?
A caller disputing an overpayment from a 2004 claim would have this issue type.
What is an '🥝An Out of Scope Issue'?
Having someone in the room while you take calls.
What is 'A Work At Home Violation'?
Filling out the ⏲UKG Punch Correction Form⏲.
What is 'The way to alert your TL to a time error that could affect your payroll'?
👽🌷In-Coming: All Call Types👽🌷
What is 'The very first place you go when you get a call, regardless of what line it is from'?
A caller reporting their neighbor is filing unemployment under a 2 month old's SSN is this issue type.
What is '🍌Reporting Suspected Fraud'?
Specifically 🍉Reporting Someone Else Doing Fraud
Pin reset, filing difficulty, payment problem, problem with a current claim, or a problem with a different TWC program.
What is a 'Tele-Center Issue'?
Repeating information you saw in BlueZone.
Reloading your Softphone 5+ times.
What is 'The first troubleshooting step for most phone issues'?
Locating the caller in BlueZone.
What is 'The way we research a caller's issue in depth'?
Someone who reports an ID.Me issue but does not have an ID060/ID062/ID068 decision code likely has this issue.
What is '🍍🍈A Proof of Identification Issue'?
This phrase: "Go to twc.texas.gov and use the chat bot in the lower right corner."
What is 'Part of the instructions for the Contact Request Form'?
A hard-wired ethernet cable to your computer.
What is 'A requirement to work on this contract'?
Completely closing and reopening your Spark using Task Manager.
What is 'The first troubleshooting step for Spark issues'?
ID016, ID050, ID060, ID062, and ID068.
What are 'Decision Codes you must check for on NMDL'?
A caller saying they were trying to file UI when they were told about a claim they didn't recall and referred to us would have this issue type.
What is 'A 🍋Did Not File/Needs to File Issue'?
The situation where you DO NOT leave UBS notes in BlueZone.
What is 'There was already a note about a UBS Lock OR a note from TWC in CMNP about a LexisNexis Lock'?