Table of Contents
Table of Contents
Expectations
Important updates
Contact center call flow (Updated 072121)
Making Outbound Calls
Transferring Calls
Call Flow Checklist
At Risk Calls:
Handling Difficult Calls
Scripts (greeting, closing, another copy of DL after sending in one for Lexis Nexis, being held hostage on the call after assisted the claimant, de-escalate scripts, scripts to replace 'I don't know' and when we are not able to do something)
Supervisor Requests
Manage Engine Ticket Guide
Dispostion Sheet
Tier 2 FAQ Guide Link
SOPs
Related to UI Taxes
SC Works Guides
Portal Facelift Guides
Updates (Mobile App, Enhanced referral program, and MFA)
FISERV
At-Risk Callers
Miscellaneous (Basic UI Eligibility (explanation with examples), How to calculate tips, Earning Allowance, Checking a Claim steps, 5 Steps to Reviewing Claims, Claim Tracker Status Breakdown, etc.)
Other Resources (DEW Website, DEW TUBE, Main skill document)
Individual PDF Documents (Mega PDF)
Claimant Guides (How to create a new account, How to register, How to File a New claim, Claimant Self-Service, How to claim weekly certs, How to tell if a DFF is needed, CSS Password Reset, Determination History Screenshot)
SCUBI Guides (How to file a new claim, How to reactivate, How to complete weekly certs, Screen Overview-Monetary Determinations, Screen Overview-Work History, Issue List, Claim History, Screen Overview-Issue list in Detail, How to tell if a DFF is needed)
DEW YouTube videos, What to do when Your Employer files for You, Unemployment for Self-Employed and More, SC Works Job Portal Tutorial, Weekly Certifications
Getting connected with Max agent at home
Steps to remotely display documents in SCUBI
Preventing Internet Explorer from Opening in Edge
VPN troubleshooting
MAX Agent at Home trouble shooting
Update Google Chrome
Google Speed Test
Clear cache/cookies
Audio Issues
Agent Leg Connection
Microphone Permissions in Google Chrome
Material used during training
Previous Partner Call Notes
Salesforce
Previous Employee of the month
Past Updates:
CARES Act information
EB (including DEW YouTube video how to file)
LWA
PEUC (including DEW YouTube video how to file)
PUA (including DEW YouTube video how to file)
Past Updates