During the site visit, we identified an issue in the escalation process that can cause delays in TTP:
TaskUs specialist sees an error page (OAuth, Install, Re-install, other link in app UI, etc.)
TaskUs specialist sends the link to another TaskUs specialist.
If the link works, they retry or reassign to another TaskUs specialist.
If it doesn't work for another TaskUs specialist, they submit it for validation with the Escalated team via Slack
If it doesn't work for the Escalated specialist, they fail the proper requirement and continue with their review.
If it does work for the Escalated specialist, they need to do 2 things: 1) escalate the app to Escalated team, and
2) submit the URL to the internal TaskUs IT team for re-categorization.
The delay we noticed was during step 6. Both escalations (Escalated team and TaskUs IT) can be done simultaneously yet was being done sequentially to prevent overloading Escalated bandwidth and keeping app context and progress with the original Specialist.
On Friday, May 3rd, we noticed the spike in TTP and addressed this process with the TLs. We have updated the resources and aligned with the TLs to ensure that we are now performing both steps simultaneously to speed up the TTP when met with this network issue.
OAuth / Network Issue Process Guru Card
During the site visit, we identified an issue in the escalation process that can cause delays in TTP:
The delay we noticed was during step 6. Both escalations (Escalated team and TaskUs IT) can be done simultaneously yet was being done sequentially to prevent overloading Escalated bandwidth and keeping app context and progress with the original Specialist.
On Friday, May 3rd, we noticed the spike in TTP and addressed this process with the TLs. We have updated the resources and aligned with the TLs to ensure that we are now performing both steps simultaneously to speed up the TTP when met with this network issue.