Cases
Leave this when making edits on a time card.
What is a note with the case number?
Do this first after accepting a callback case.
What is place the case in Work in Progress (WIP)?
Log into this first to go active for MyHR Chats/Calls.
What is Connect via Panorama?
Use these two resources when checking eligibility for bereavement.
What is the Bereavement SOP and Bereavement Quicksite Dashboard?
Always keep this open when working any process.
What is the SOP?
Post this when sending a case to Site HR or TOM HR.
What is an internal blurb?
After the first call where there is no answer or a voicemail is left, do this.
What is wait 5 minutes and make a second call?
These scripts are used when working MyHR Chat.
What are Hotkeys?
If an AA is eligible for bereavement time, you should also look at what before coding.
What are recent cases and tickets?
Use this as a quick reference for resources based on site type.
What is the Business Line Nuance Chart?
Besides the Details tab in a case, check these 2 other tabs for information.
What are the Feed tab and Related tab.
For future dated resignations of night shift AAs, the last day worked would be what.
What is the day the last shift ends?
Your status is updated in what 2 systems at SOS and EOS?
What is Buoy and Connect? (SOS Buoy=Busy, Connect=Available / EOS both Offline)
These employment classes are not eligible for bereavement time, unless they are CS/VCS.
What are Class X, M, and S?
When an AA creates a Callback or MyHR to resign, you must always ask this first.
What is the reason for resignation?
Read these before and after posting to ensure template fields are updated and information is correct.
What are blurbs?
In the Callback Attempt Task update these fields.
What is the outcome/sub outcome and comments?
Detailed notes of the Chat/Call are added here.
What is the description field?
Only look at this tab/section on the Bereavement Quicksite Dashboard.
What is the first tab and first section: "Bereavement" and "Bereavement by Employee (Active Associates) 2.0"?
For an escalation or supported hardship request through MyHR or a Callback, do this before sending to Site/OpsHR RC US Exact Intake/PXT OC Permanent Hardship Requests.
What is create a new case using Badge Scan & Verify?
Escalations to Site HR or Exact must be posted here.
What is the escalations-ast chat?
After confirming they want to resign, cases for these AAs must be placed in Work in Progress and an email sent to site HR.
What are L4, L3, L1 pending Adapt Termination or Suspended (excluding ASWB & ESWB)?
Any miss in MyHR Chat/Call must be posted here.
What is the andon-livechat-call chat?
If you send a bereavement request to site, include this in the internal blurb.
What are specific details and reason for site action?
What information is needed before assigning a hardship request to PXT OC Permanent Hardship Requests.
What is verify it's a supported LOB, building-to-building transfer, and the hardship reason?