Chat Acceptance Issues Updated 3 7 2023

In addition to the normal system issue process, C2C agents are to complete this survey when having issues accepting chats.
Name: 


A red asterisk (*) indicates required questions.

  1. Agent Login ID*


  1. C2C Agent Site*
    Frostburg
    Henderson
    Houston
    Madison
    Remote W@Home


  1. C2C Agent Supervisor *
    Deborah Spears
    Jessica Johnson
    Stephanie Leavell


  1. LOB*
    Aetna
    PHD
    SSI
    WC


  1. Chat Queue Type
    Aetna Formulary
    Aetna Med D & PHL Eligibility
    Aetna Plan Benefit Override/COB/Flag Flips
    Aetna Plan Design
    Aetna Web Assist
    Aetna (JV) Joint Venture
    Aetna Dow
    Aetna Group
    Aetna Mail Tag
    PHD Commercial LTC Overrides
    PHD Med D Overrides
    PHD Speciality
    SSI Care Exception Review
    SSI Eligibility/Marx-LEP/LIS
    SSI Formulary Assist
    SSI Mailtags
    SSI Overrides/Flag Flips/COB
    SSI Plan Design
    SSI SMST/Address Change
    SSI Web Assist
    WellCare Assist


  1. Date of Issue *


  1. Time of Issue *


  1. Description of Issue *
    Received message "Your join session request w/...., is experiencing a delay click continue to wait/click reaccept to start new session/click transfer to return the request to the queue"
    Click Yes to Accept Chat and it freezes
    Cannot Accept Chat
    Other - Brief Description Required in question 9


  1. If Other is selected on question 8, please enter a brief description


  1. Emailed Supervisor to advise of system issue?*
    Yes
    No


  1. Included screen shot on email to Supervisor?*
    Yes
    No





Guy Macdonald