What am I supposed to say?
Where do I find that again?
Productivity
Team & Colleagues
Can you do that in Full Service?
100
What is the branded greeting for assisted calls?
This is/My name is ____ with TurboTax Live! I am a Trained <credential or Tax Expert>.
100
I want to use some of my sick time.
WorkDay
100
This measures the percentage of time actually assisting customers over the total time worked.
What is Platform CST%
100
When are the huddles for this team?
MWF 9:45 AM
T/Th 5:05 PM
100
Client is an emancipated 17-year-old influencer who earned $50,000 in revenue from her YouTube channel.
Service exclusion (minor)
200
How long do you have to say the branded greeting?
15 seconds
200
I need help from a lead but my NLH inside IEP isn't working.
Water Cooler Workflow "Help with Intuit Assist"
200
The target for this is 90%
What is BOP CST?
200
Name three leads in this pod.
...
200
Client is in the US on a valid work visa and was present in the country for all of 2024. She moved to the US in 2023 and filed a 1040NR last year.
No. Anyone who filed a 1040NR in the prior year is a service exclusion.
300
When do you have to say "Did I resolve your issue/answer your question(s)?"
Last 180 seconds
300
I want to know current QRT wait times.
Quality Review Community/Elevate
300
These are: ACW, Available, BOP, Connecting, On Call, On Chat, On hold
What are productive statuses?
300
Who is the CPA on our team?
Dan Xia
300
Customer is a college student filing for the first time. She already tried to file on her own, but her return was rejected and she is frustrated. She wants you to take it over and fix it. She has a 1098-T, 2 W-2s, and some crypto sales.
Exclusion (Working on a return that’s already been filed or rejected)
400
What is the suggested verbiage for the survey requirement?
You may receive a survey
400
I want to change my 401(k) election
Empower
400
Always move to CFU when you are going to do this.
What is call a customer back?
400
Who handled the most assisted contacts last week?
Adam Priestley
400
Client wants to file MFS. He is a resident of CA and has not lived with his spouse since 2022.
Meets allocation exclusion
500
When do you have to say the survey portion?
Last 120 seconds
500
I need to enter my Internet reimbursement.
Concur
500
This measures scheduled hours as compared to an agent's status in IEP and is shown on the PMR
What is Amazon Adherence?
500
The pod manager.
Who is Larry Marschke?
500
Client has small business selling marijuana which is legal in his state of California.
Service exclusion (illegal income at federal level)