BLUEZONE
What color are the Bluezone lines in NMFF when you can ADD/EDIT a footnote?
What is Green
What will I choose when I open the DUA APP to start my day for FDCM Office, and Assignment Type?
What is "Contractor" and then the correct bucket type that my team is working that day.
What information besides our first name should we provide to a claimant who asks who they are speaking with and how they can make sure someone knows that it was YOU they spoke with?
What is our employee ID number. Do not provide any other PII about yourself to the claimants.
Where should you go for assistance with any issues with tools we use for OS, including Spark, VDI, BZ, DUA app or anything else OS related?
What is OSI or One Support Internal which is located in the Tracker in the upper right hand corner next to the "help" icon.
What does FDCM stand for?
What is Fraud deterrence and compliance monitoring.
What does LEU stand for?
What is Last Employing Unit
What color will "Spanish speaker" be in, on DUA app?
What is: Red
What is 3 minutes. Be sure to check in with them before your 3 minute time limit is up and let them know you are still with them and you will be right back.
Where can you go to get copies or printouts of your paycheck stubs?
What is Kronos.
If there are TWO cases on the same claim date, and one says "Identity theft: failed to respond: No text" and another case says "Identity theft: Claimant identified" and the rationale says ID.me, what is this called?
What is conflicting determinations!
In Bluezone, what does BWE stand for?
What is Benefit Week Ending
What must you add to the end of your comments in the DUA APP?
What is your BZ ID?
What is the LONGEST period of silence you should EVER have during a phone call?
What is 30 seconds. It was 45 previously, but QA did recently change it to 30secs. If you have more than 45 seconds of consecutive dead air, it will be an AUTO FAIL.
What do I need to check at the beginning of every shift?
What is the announcements page!
!!!!!!!!Daily Double!!!!!!!
Name all of the buckets we work in DUA app!
1. Did not file
2. Did not file/Need to file now
3. Proof Identification
4. Report suspected fraud (E)
5. Issue type unclear
When Bluezone closes down in the middle of using it, what do you do?
What is Go to "session" and click "disconnect" and "reconnect", sign back in and re-enter the SSN you were working with. This will bring your case back up.
****Daily Double*****
What are the steps to entering a footnote into Bluezone? step by step ((without looking at your flow.) )
What is CTHI, select the most recent IC Monotized claim, fast path to NMDL, open the case with s in the action field, fast path to NMFF, a in the action field, fill out heading, "enter", Y,N,N for questions, Y for next question, "c" in action field, f6, add foot note, f2 to save, f3 to exit.
What must you always do when using your 'hold' feature on a call?
What is ask the complainant's permission to put them on hold, check in with them at least every 3 minutes, and thank them for holding when you return.
What IS the VDI and why is it set to reset every single time you logout?
What is: VDI is a virtual desktop and it is programmed to reset itself after every logout is to protect our claimant's PII.
When Leaving a 48hr Message on a Friday at 1:40PM, what time should your call back deadline time be?
What is the following Tuesday at 2:00PM. *Remember, you will ALWAYS round UP to the nearest half hour.
Why should you NOT use your mouse in Bluezone?
What is too much clicking in different places can both cause it to lock up as well as put your cursor somewhere you do not want it to be, causing all kinds of confusion.
What are the 5 sources of cases we will receive in the DUA APP?
What are Cisco Voicemail, TC Email, BPC_IDT Email, UI Fraud portal and TWC Fraud Hotline.
How many points do you LOSE if you have a child screaming in the background or dogs barking or people arguing or a TV or radio blaring or any other violation of your WAH agreement?
What is 30. You will be auto-failed if you violate your WAH agreement!
What should you do if Spark goes down?
What is: DON'T panic! If you cannot get it to reconnect, just go to your team's google chat and let someone in there know that your Spark is not currently working and also Google chat your TL and let them know what's happening. Chances are, everyone else probably lost their Spark connection too! (The same is true for VDI.!!)
What does NMFF stand for?
What is None Monetary Fact Finding