What does it look like to be logged into Grupo properly?
In order to be paid, you must be recorded in a productive status.
For Grupo, you must have both your voice connected (phone icon with the sound waves in green) and be in an available status (dot to the right of the voice connection should be green).
See attachment below of how Grupo should look.
Remember Productive status is - Available, Talking, and Wrap up WITH your voice connected . If your voice is NOT connected, you are not getting paid. Keep that in mind.
Transferring steps in GRUPO !! (Please also see Grupo Guide)
Click the yellow button on the bottom left (arrows)
Copy and past the desk adjuster's number
Click 3rd party
Right click the number pad and enter the extension number
2 boxes will then appear on the bottom right of the screen that reads (Complete) (3rd Party)
Putting a customer on hold (Please also see Grupo Guide)
Click the yellow button on the bottom left
Click the blue H
Wrap Up: (Please also see Grupo Guide)
After a call disconnects from you, your timer at the bottom of Grupo will start to flash red. This indicates that nobody is on the line with you and you must disposition your call. Do your best to not exceed 1 minute of Wrap up time per call.
Finish your notes in Claims Center using the following template:
Caller Name (And/or the company they represent)
Call back number
Reason for the call
Resolution/Action taken
Then Disposition your call in Grupo by filling out the Disposition box (First, Last, Email, Comments) then hitting disposition on the left hand side of Grupo and choose the appropriate reason code.
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Grupo Notes