Workday
What is the correct LOB to log into when starting a regular shift?
What is Safe: Triage.
What version on NightHawk are we currently utilizing?
What is V3.
What is the link called for creating a JIRA from Bliss?
What is the Create Jira Incident Form.
What is the first step in the original process for handling an urgent safety incident?
What is Waitlist or ban the accused party's account.
What are the standard calling hours that we operate by?
What is 8 am - 10 pm local time.
What type of time request are supposed to submit through Workday?
What is Sick Time.
Will following the original process on a contact that was eligible for NightHawk result in a QA markdown?
What is NO. (Any time you have any doubts regarding which process to follow, use the original process. This will not result in a QA markdown).
What two things should you do to a JIRA on a NightHawk contact.
What is mark as resolved and add the resolved tag.
When should you ban a user who expresses intent to harm themselves?
What is only when they pose an imminent threat to others.
When are exempt from having to make an outbound call?
What is when the contact is received outside calling hours and the contact is more than 60 minutes old.
After getting a time off request approved in Verint, what should you then do?
What is submit the request in Workday for your Lead to approve.
Name 3 Secondary/Tertiary categories that are eligible for the NightHawk process.
What is:
Soliciting Sexual Act
No Weapon Involved - No Injury
Spitting on Person
Rider Health Issue - Hospitalization/Ambulance
Gun/Knife/Weapon Observed (Non-Threatening)
Threat of Violence w/ Weapon or Object (includes firearms)
How do you properly log a phone call in a JIRA?
What is log the time of the call, the status (whether it was answered) & the phone notes by using the TE ".tcall" and adding the necessary details.
What is the proper account notation under the original process when handling an urgent safety issue?
What is "Safety Investigation Pending - SAFE-XXXXXX"
What is the category of the 4th tab under the Triage Workflow?
What is Action user's accounts.
When is Isaac's birthday?
What is September 9th.
When is Lindseys Birthday?
What is February 27th.
When was Ruffin's hire date?
What is 01/30/2017.
What is Fisher's tagline in Whober?
What is Get Back To Work!
How many reps does Laura Hernandez have under her?
What is 76.