Overview: The Quick Updates Dashboard allows Agents registered for kynect On Demand to check both general and mass kynect On Demand notifications, view and manage assigned referrals, view assigned referrals breakdown counts, update available and out of office hours, review their preferred contact details, and disenroll themselves from the kynect On Demand program.
Steps for the Quick Updates Dashboard:
1. At the top of the Quick Updates Dashboard, the Agent’s Current Availability status is displayed by a checkbox with either ON or OFF beside it. If the availability is displayed as ON, the Agent can uncheck the checkbox to no longer be available.
a. The Current Availability displays as ON for the following reasons:
i. Currently marked as available in the My Availability section.
ii. If Current Availability has not been set to OFF manually for the given day.
iii. If Current Availability is set to ON manually for the given day.
b. The Current Availability displays as OFF for the following reasons:
i. Currently marked as not available in the My Availability section for the given day.
ii. Marked as Out of Office for the given day.
iii. If Current Availability is set to OFF manually for the given day.
c. If the current time for the Agent is set as Not Available, Add Break, or Out of Office Hours, the checkbox is unchecked and OFF is displayed. If the Agent’s availability is OFF the Agent cannot check the checkbox to ON. The Agent must update their availability in the My Availability tab. While the checkbox displays as OFF, the agent does not receive any referrals.
2. Agents can check both general and mass notifications at the top of the Quick Updates Dashboard as well.
Referral Manager
3. The Referral Manager section allows Agents to view and manage assigned referrals.
4. In the Search sub-section, complete the following details:
a. Enter the Name of the Individual associated with the referral being searched for.
b. Select the Referral Status.
c. Enter the From Date as the begin date from which the referral was assigned.
d. Enter the To Date as the end date from which the referral was assigned.
e. Click Reset to clear all selections/entries in the Search sub-section.
f. Click Search to populate the Search Results sub-section with referrals that match the search data entered.
5. In the Search Results sub-section, the following information is displayed:
a. Referral Type
i. For “General” referrals, Agents are expected to take action within 15 minutes of the referral being created. If no action is taken within 15 minutes, the referral expires and is assigned to the next available Agent.
ii. “Mass” referrals are ‘First Come First Serve’ and contact details are shared with the first accepted Agent.
b. Name
c. Customer Zip Code
d. Contact Details
e. Referral Assigned
f. Action
i. If the referral is new, displays a green check mark to Accept and a red X to Reject the referral.
g. Referral Status
View Metrics
6. The View Metrics section displays a breakdown how many Mass and General referrals were accepted, rejected, and missed, and also displays a breakdown of the accepted mass and general referrals.
7. The Frequency field defaults to ‘Monthly’. Update the Frequency field to display metrics for a different frequency.
8. To filter metrics by start date, enter a date into the Start Date field.
9. To filter metrics by end date, enter a date into the End Date field.
10. Click Reset to clear all selections from the fields.
11. Click Submit to update the following tables with the search parameters entered:
a. General Referrals
b. Mass Referrals
c. Breakdown of Accepted General Referrals
d. Breakdown of Accepted Mass Referrals
My Availability-Available Hours
12. The My Availability section allows Agents to update the hours they are available and their out of office hours.
13. Select the Time Zone.
14. If applicable, for each day of the week, update the start time and end time for that day as the times the Agent will be available to assist citizens.
a. If the Agent is not available at all for that day, select the Not Available checkbox.
b. If the Agent wants to add a break during the time period they have entered, click the Add Break hyperlink for that day and in the provided fields, enter the hour and minute break period.
i. If after adding a break the Agent wants to remove it, click the Remove Break hyperlink.
My Availability-Out of Office Hours
15. To add out of office hours, select the Start Date and enter the Start Time of the time period the Agent will not be available.
16. Select the End Date and enter the End Time of the time period the Agent will not be available.
a. If there is no end time, select the No End Time checkbox.
17. Click Cancel to cancel updating availability time periods.
18. Click Save to save time availability updates.
Preferred Contact
19.ThePreferred Contact section allows Agents to update their contact details.
20.If applicable, update the Preferred Contact Method.
21.The Phone Number field is read-only and is populated with the Agent’s phone number only if ‘Text only’ or ‘Email and Text’ are selected from the Preferred Contact Method drop-down.
22.The Email field is read-only and is populated with the Agent’s email address only if ‘Email and Text’ or ‘Email only’ are selected from the Preferred Contact Method drop-down.
23.The Preferred Language field is read-only and populates with the Agent’s spoken language selections made in the Settings tab of Agent Portal.
24.Click Cancel to cancel updating preferred contact details.
25.Click Save to save updates to the preferred contact details.
De-Register
26. The De-Register section allows Agents to opt-out of participating in kynect On Demand.
27. If the Agent wants to no longer participate in kynect On Demand, click the I am not interested to participate in kynect On Demand radio button.
28. Click Cancel to cancel opting-out of kynect On Demand.
29. Click Save to save opting out of kynect On Demand.
Click here to return to the main menu.