Open joanneesteban opened 4 years ago
Below is the link for VA.gov Technical Support Template responses. These responses are used by Chante and I and have been sent over to the VEO Call Center training lead for review.
https://docs.google.com/document/d/1bJEKWdEJFDVb8f6ElmfJRASqAdl4vB7JmDYBz4Z10FQ/edit?usp=sharing
OR
Waiting on VEO.
Will attempt to revisit with VEO during Sprint 25. Many things were placed on the hold due to the priorities of COVID-19.
Not able to discuss with team until May 27, 2020.
Todd and I connected yesterday and we may have some movement on this before 5/27/2020. We are going to coordinate and try to make that happen. From our brief conversation yesterday, some of the WHVAH staff felt as though some of the questions were too generic. More to come.
The following questions have been provided to the VEO/WHVAH team however, there has been no detailed discussion regarding the questions. Todd Unger mentioned previously that there was some hesitation regarding the questions from other team members, stating that the questions may be too vague. Because if that, the questions have not been incorporated into the team KMs.
This communication is blocked until the VEO/WHVAH team can advise on the best day and times for them. Eric Thomas is currently out of the office until next week.
A time still has not been determined. I was OOO this past Friday (Juneteenth) for the bi-weekly call and unsure if any decisions were made. I will follow up with Chante for any updates.
@Kimberley2019 - is this body of work still open?
We can now revisit this process. Once @edpearson20 has his VA.gov access we will be able to review, update, and present to VEO Contact Center.
This ticket can be in conjunction with the this ticket.
@starlow00 will be developing a 'Train the trainer' plan to assist with VEO agent training.
User Story or Problem Statement
How might we update the desk-references for contact center agents so that they are able to best help veteran reported issues?
Goal
Update current desk-references
Acceptance Criteria
[x] Send updated desk-reference to WHH
How to configure this issue
product support
,analytics-insights
,operations
,service-design
,tools-be
,tools-fe
)backend
,frontend
,devops
,design
,research
,product
,ia
,qa
,analytics
,contact center
,research
,accessibility
,content
)bug
,request
,discovery
,documentation
, etc.)