Work-Flow
How to transfer a unit to my direct manager
From Call unit page, choose Send to, then click on Direct manager.
The following message will appear, click on Yes.
How to transfer a unit to peer employee
From Call unit page, choose Send to, then click on Peer Employee.
Select a user then click on Save.
- Peer Employee means every employee that has the same role or has a role with the same hierarchical level.
How to transfer a unit to subordinate employee
From Call unit page, choose Send to, then click on Subordinate Employee.
Select a user then click on Save.
- Subordinate Employee means every employee that works within the roles that follow this user role
How to transfer a unit to self service mode
From Call unit page, choose Transfer, then click on By Email.
How to transfer a unit to field (Personal Interviews)
From My Tasks page, click on Open Survey from actions column.
Select Transfer, then click on To Field.
A message will appear, click on Transfer.
A pop-up will appear, you have two options; first one to keep this unit in your tasks screen so you can return back anytime and follow up on it or release it and consider it done from your side.
How to return a questionnaire back to database
From Call unit page, choose Transfer, then click on Return to queue.
How to open a survey located in field or self service and get access to edit
From My Tasks page, select Transferred To Web or Transferred From Field as call center status, then click on Open Survey from actions column.
The system will take you to call unit page, click on Force Pull Unit.
