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Pulling the Aging Call Queue Report The First step to pulling the aging call queue report is to filter the project page in exemplar. Select the filter icon next to Status and type in Call queue and select filter. Next select the box next to Date Range to be able to filter by date. The start date should be two weeks prior to the current date. and the finish date should be the current date. This will filter out all the projects that are in call queue from the date range selected. Reset exemplar by unselecting the box next to Date Range and select Reset List. Finally select Export to CSV to download the raw aging call queue data. Creating the Aging Call queue report In the excel sheet that downloaded from exemplar select, right click, and delete columns labeled: SVT, Start, Duration, finish, HAAG, Street, City State, Zip, Region, Area. Add two new columns in the front of the data and label the 1st column Completed By and the second column Notes Highlight the data and insert a table. Once the table is created Save the excel document to you computed. The file name should be Aging Call queue followed by the date. Uploading the Aging Call Queue report to SharePoint. From Sharepoint access the customer service sharepoint page. Open the aging call queue compliance folder. Select upload and click file. select the aging call queue report that was saved earlier to upload the document to sharepoint. Open the report in the web browser by selecting the three dots next to the file and select open, open in browser Quick script emails In the customer service SharePoint, to the left, select TLC. This will direct you to the customer service training learning center. In the search bar type email quick script. All the approved email scripts can be located here. Pulse Check! So far, we have: Pulled and created the Aging Call Queue report, Uploaded the report to the Customer service, SharePoint, and Pulled up the Email Quick Scripts. Now we are going to: Review the Aging Call Queue Job aid, Review scenarios seen on the New Age Call Queue Compliance, Complete a Scenario activity And take quiz. Select Next to review the Aging Call Queue Job aid Aging Call Queue Tips These factors will help determine what process should be completed: 1. Reviewing the Created date of the project to confirm how long the project has been in Exemplar. 2. Reviewing the Scheduled date to confirm the last date an inspection was scheduled. 3. Reviewing the Project comments to confirm the reason the project is in call queue. Let's look at a couple scenarios seen on the Aging Call Queue, select Next to continue. Scenario 1: Cancellation Project Overview The project was submitted on October 13th , 2022. The last schedule date was October 18th. Per the Project Comment Telenet has called the insured for 3 or more days. The 24-hours script has been sent. Select Next to Continue. Conclusion: Because the 24-hour cancellation script was sent, and 24-hours has passed with no update from the adjuster/insured the project was cancelled out. Verify that the only service type selected is cancellation. Update the project status to review. Update the excel sheet with the project status. Scenario 2: Reschedule Project overview: the project was created on October 24th, 2022. The last scheduled date was October 31, 2022. Per the project comments the inspection had to be rescheduled to a future date Select next to continue. Conclusion: The inspection is in call queue to be rescheduled. There was no listed adjuster, the adjuster information was updated. Review the project to insure the reschedule process was completed. Update the excel sheet with project status. Pulse Check David needs your help to determine how to handle projects on the Aging Call Queue list. Review the different scenarios and help David decide if the inspection needs to be Cancelled, Rescheduled, or pending approval Select Next to get started. Conclusion The inspection needed to be rescheduled due to rain The reschedule script was sent to the adjuster. The reschedule process was completed No further action was required Select Next to Continue Conclusion The 24-hour script was sent to the adjuster. Update the excel sheet with project status. Select Next to Continue. Congratulations! You successfully helped David determine how to handle the project on Aging Call queue. Test your knowledge and take this quiz and get an 80% or better to complete the Aging Call Queue Compliance training module. Select next to get started