Shift Adherence
Experts arrive and clock in Workday 15 min prior to shift start time to check emails and Slack for updates. Experts also use this time to ensure all tools are opened and ready for use.
Expert Daily Commute
17 days
How long do I have to complete my training?
24hrs-48hrs ; depending on bandwidth and urgency of message..
How long will it take for Jamie to respond in Slack?
#pod-alice-support
Where do I get Lead Assistance?
modem's connection to service is wired
What is an approved internet connection?
AWC Extended / External Email Support/ Monitoring/ Agent Assist/ Coaching
Forbidden Phone Status' for TTL Experts
Overtime
What is FORBIDDEN in my initial training period?
Will be read and saved for your file when you call off- Jamie may or may not respond depending on bandwidth and the situation.
What is Text or Email?
Expected to be on while you are clocked in for work.
What is my Slack Light?
Hot-spots/ Verizon and ATT&T/ Unsecured Wifi
What are unapproved internet connections?
Available
What phone status should I be in at my shift start time?
Must be attended in Zoom if at all possible with cameras on- if not a recording will be available to watch for credit.
What is a Live Training Session?
Held EVERYDAY 2x to catch up with the team and Jamie - last 15 used for open discussion and questions
What is a Daily Huddle
Helps keep conversations clean in Slack cannels. You will be prompted to return here if accidentally respond to a lead in the channel.
What is a thread?
3 violations
How many Security Violations will it take before Security decides its time for you to go?
clock out for 30m prior to or at your fifth hour
What is Lunch?
These will be completed and MUST be passed prior to entering into Full Service!
What are the IEP Full Service Practice Scenarios?
Held 1x a week- Jamie may teach us how to use a new tool or how to handle a new tax topic. Last 15 min is used for open discussion and questions..
What is a Team Meeting?
in #pod-alice-support; Request an Exception and Support Request
What is a workflow?
Approximately 5-10 business days..
How long does it take for Jamie to be notified by security of a violation
2 within a 14 day rolling period -or- 5 within a rolling 30 day period
How many unexcused absences may I have before danger of an HR case?
Not completing these may result in loss of access to your ODE ( Intuit Laptop).
What is compliance training?
9PM PST- 2AM PST ( So quiet in the ORG!!)
What are Jamie's message responding hours?
This is how I know you have read and acknowledged a post in Slack..
What is leaving an emoji reaction?
Names/ Addresses/ Card or Account Numbers/ DOBs/ SSNs/ Emails/ Phone Numbers
What is PII