Steps if you experience an Avaya, Citrix, VPN or client application issue:
If the client applications go down, do not release your time if it is within the 2 hour lockdown. Go to technical support as they will correct the system issue and follow these steps to get a waiver for your missed time. After it is fixed please service as usual for the remainder of your schedule.
Steps for tech support.
Log into the Arise Portal, Click on “Arise Support” then “Arise Virtual Assistant”
Type in “Tech Support” (You may have to type it in a few times to get to tech support)
Type in the box “I was unable to work due to a technical issue and need an incident number so I can submit for a waiver”
Tech support will help you resolve the issue and you should service any remaining intervals scheduled for the day.
Once the tech support agent has given you an incident number, service as normal then after your shift email: VirtualWorkAgency@Gmail.com
Provide us with your name, CSP ID#, time scheduled that was missed and your Incident number.
We will then request a waiver to cover your time.
Please pick up additional intervals to make up for those lost if you fell below the 15 weekly SOW hours.
*Please understand that waivers are issued to help your CA%. If your client is experiencing an outage and you cannot service, first try to swap your hours and try to pick up time at a later date/time when the systems are back up. If you are unable to swap, you must request a waiver so you won’t be counted as a “no-show” in Starmatic and so that it won’t count against your metrics. Time missed or not serviced is unpaid.
Do not release if it is a technical issue. Releasing is just as bad as a no-show, email us and request a waiver instead. Released intervals are gone and are not available for waivers.Releasing severely impacts your CA metric. Releasing should only be used for an emergency.