Welcome to the Manual Registration Team! This guide will walk you through your key responsibilities, tools, processes, and best practices to help you succeed in your role. 

1. Team Overview – What We Do

The Manual Registration Team assists students who are unable to register for courses through their student portal. This could be due to technical issues or unfamiliarity with the registration process. Our primary responsibility is to manually register students for the courses they are eligible for, while ensuring all requirements are met and institutional policies are followed.

2. Systems We Use and How to Use Them

We rely on the following systems and tools to complete our tasks efficiently:

a. Process Document

We follow a detailed Manual Registration Process Document that outlines the step-by-step procedures. This document helps maintain consistency and accuracy in our work.
📄 Manual Registration Process Document 

🎥 Here is a walkthrough video on how to use the Process Document: Watch the video 

b. REACH: One system we use in Manual Registration is Reach. Reach is essential for managing cases created by students and for facilitating communication with them. It allows agents to efficiently track, review, and respond to student registration issues.

As soon as you are given access to Reach, please set or update your email signature to ensure professional communication. Instructions on how to update or set up your email signature can be found in the Email Signature Setup Guide. Case number in the video: CAS-180598-P1M0T8

When working on Manual Registration cases, it is important to use the case view rather than the queue in Reach. The case view offers a detailed and organized interface for managing individual student cases more effectively. To do this, you will need to configure your Reach settings to display the case view. A walk-through video explaining this setup is available in the Setting up Case View in REACH video. You should update the case view using this Video. A process document with detailed instructions can be accessed in the Reach Case View Process Document.

To help you with this, here is a video on How Manual Registration Agents Handle Cases in Reach

Please note that you no longer need to modify or add "being worked on" in the case title. Just manage the cases as usual using the case view.

c. Anthology 

Anthology is another system we use for the following purposes:

• Checking Prerequisites:
  Before registering a student, we verify if they’ve met the required prerequisites.

  • If not met, we register them for the prerequisite course.

  • If they are currently enrolled in the prerequisite, we can proceed with the next course.

🎥 Video: How to Check Prerequisites

• Checking for Holds:
  We check for student holds that may prevent registration. The Manual Registration Process Document outlines the type of holds that prevents registration.

Another way we use Anthology is to verify that a student is not registered for more than the maximum number of courses per term. This helps us determine whether we can add additional courses for the student. Students are not allowed to take more than four courses per term, so we must confirm they have not reached this limit before proceeding with any manual registration.

🎥 Click here to watch a video tutorial on how to check the number of courses the student is already registered for.

We also use Anthology to check for equivalents, substitutions, and parent courses.

For example, if a student requests to be registered for FIN102 and it’s marked as inactive, we can look for its equivalent or substitute course, such as ACC102 and register the student for that instead, as long as it satisfies the requirement.

🎥 Click here to watch a video on how to check for course equivalents and substitutions.

3. How to Respond to Students Your Team Works With

To respond to the students our team works with, we often use email templates available in Reach. These templates help ensure consistent and professional communication. However, it is important to personalize the message. Feel free to edit the template to better suit the student’s specific needs and make it sound more natural. That said, please do not change the overall context or intent of the email.

Here is a video on how to use the email templates 

Additionally, remember to link a relevant knowledge article to all cases you work on from the Manual Registration Queue and the General Support Queue (anytime we are asked to assist with that queue). Please note that knowledge articles are not linked to cases in the Planning Queue.

Please watch this video to learn how to link a knowledge article to a case.

4. Specialized Training

Supporting Multiple Queues and Tasks: What Manual Registration Agents Need to Know

As a Manual Registration agent, your primary responsibility is to work within the Manual Registration Queue. However, there may be times when you are asked to support other areas, such as the General Support Queue, the Planning Queue, or to work directly from a spreadsheet. Each of these may have its own specific procedures and expectations, so it’s important to be familiar with them.

To help you perform effectively across these different areas, please review the following training resources carefully. Each one is designed to guide you through the tasks associated with each queue or assignment:

1. Case Coming into Manual Registration Queue  – Understand the process for handling new cases entering the queue.

2. Manual Registration Requests Coming from Planning  – Learn how to process cases forwarded from the Planning Team.

3. Quality Assurance for Cases in the General Support Queue   – Review the quality standards expected when handling General Support cases.

4. Sending a Case to Tech Support  – Know when and how to escalate a case to the Tech Support team.

5. Planning Team Quality Assurance Procedure  – Familiarize yourself with the QA process for Planning-related tasks.

6. Planning Resources  – Access key materials that support your work in Planning.

In some cases, you may also be assigned to work directly off a spreadsheet. Please be aware that spreadsheets may come with their own set of instructions or workflows. Always read any notes or guidance provided and reach out to your team lead if anything is unclear.

Make sure you understand each resource and apply the guidance when working in any assigned area. This will help maintain a high standard of service and ensure consistency across our team.

Template for Escalating Cases to other queues

Case:

Action:

Expected Results:

Proofs (screenshots, errors, written authorizations, etc)

KB Reference:

Agent’s Name & Date

5. Important links

a. Creating and resolving cases

b. Merging duplicate cases

WORKFLOW

During the time on the GEC, you will be handling 2 types of cases:

1. Students in person asking for clarification, issues, and questions

2. Cases/Tickets on REACH –when no students are asking for help in person

For both types of cases, you will be evaluated by our Quality Assurance Team, and the process you need to follow is slightly different for each type:

1. Students in person: Creating a Case and explaining what has been done, similar to our Phone Support team

2. Cases in REACH: Following all the criteria from Support QA (Manual Registration-General Support)

CREATION OF CASES

Every time you need to create a case, the case needs to have "GEC - Student" on the description of the case, and on the first note explaining the situation, the note should start with or similar to: The student came to the GEC and explained the situation to me... | I took a meeting with a student in person from the GEC...

WORK ON OTHER QUEUES

If the case/issue is outside your scope (Manual Registration, General Support), the case needs to be sent to the appropriate team and Queue