Contact Us 2.0 Teacher s Guide

Transcription

1 Contact Us 2.0 Teacher s Guide

2 CONTENTS Overview What is Contact Us 2.0? What Does Contact Us 2.0 Replace? Where Can I Find it? Creating and Replying to Cases Creating A Case Categories and Subcategories Auto-reply and Communication about a Case Creating a Latesubout Case Creating a Class Status Case v Unable to Access AXIS and Emergencies 16 What to do if you don't have access to AXIS

3 Overview

4 What is Contact Us 2.0 Contact Us 2.0 is our new communications tool built within AXIS. It s the only place you need to go to report issues and ask questions. It will also help our team to prioritize urgent cases and respond to your questions more quickly. Here are the basics: We ve added new categories to cover all areas of teacher inquiry You no longer have to contact center support and submit a case to ASOT for the same issue. Just make one case in the category that best describes your problem, and we ll make sure it gets to all the right people. As soon as the system receives your case, you ll get an with category specific trouble-shooting tips to implement right away In the meantime, your case will be sent to a team member who ll you with additional assistance specific to your query. Just reply back to their to keep the dialogue on each case open!. As per usual, we ll have 24 hour coverage for late-subouts, and we re also now expanding tech coverage to near 24 hour coverage as well You ll also be able to reference all your past and ongoing cases through your case history page in AXIS

5 What Does Contact Us 2.0 Replace? Contact Us 2.0 is intended to replace some of our older and skype systems so we can better deal with the volume of issues and ensure that you get faster and more detailed responses. We will be phasing out our groups such as and in addition to our personal s and skype to create a single communications channel that will allow multiple staff members to answer questions and ensure you no longer have to wait for an individual support member to come online and answer you for urgent issues. It is very important to note that we will no longer be using the old system contacts listed in the diagram above after the transition period. The latesubout and the hotline will remain in use for emergencies. (More information about this on the following slides.)

6 Where Can I Find It? Contact Us can be found in the same place as before: under the support tab in AXIS.

7 Creating and Replying to Cases

8 Creating a Case 1. Select "New Message" to create a new case. 2. Select the Category and Subcategory. You can hover over each category and subcategory to see details. Please choose the one that best matches your question or issue. 3. Input the class ID. In most cases you will need a class ID. For certain cases (eg. observation requests/payment cases) there will be a skip button. You may only include 1 class ID per case with exception of latesubout cases. Click outside the box once you have input the class ID and AXIS will validate it. Make sure there are no spaces,. s or hidden characters. AXIS will validate the ID and show you the date and local time. 4. Input your question or comment. Please provide as much detail as possible. 5. Upload attachments. You may upload a maximum of 5 attachments with a combined total of 4mb. Attachments may be compressed before sending. 6. Click Done. 7. Check your for the automatic reply which will give you useful information.

9 Categories and Subcategories When you submit a case, please select the category and subcategory that matches your issue or question. It is very important that you select the correct category in order for it to be sent to the correct department to resolve the issue You will also see a description when you hover over the category or subcategory in Contact Us: The categories and subcategories are shown on the following slides.

10 Categories and Subcategories

11 Categories and Subcategories

12 Categories and Subcategories

13 Auto-reply and Communication about a Case Every time you submit a case, you will receive an auto-reply to provide you with important information. If you are able to solve your problem with the information included in this reply, please close your case by going to Contact Us > Previous Help Requests > click 'Cancel Help Request. If the information in the auto-reply does not solve your problem, a member of our team will be in touch with you. Latesubout / PL reset and tech issues are prioritized and the auto-response will provide a general timeframe for response, though we ll endeavor to reply as quickly as possible. You can check the status of a case by going to Contact Us > Previous Help Requests If you need to add to or change something about a case you have submitted, you can do this by replying to the auto you received. Please do not change the subject or the recipient address. Simply reply to the auto as is. If you have a new question or concern, please do not reply to an from an old case. Doing this may cause your new query to be directed to the wrong person / given the wrong priority. For all new questions or concerns, a new case should be created. The auto you receive as well as the address that you will write back and forth with regarding a case will be from online.support@ef.com PLEASE DO NOT INITIATE COMMUNICATION WITH THIS ADDRESS OUTSIDE OF CASES. Any s sent to this address outside the case flow system are not able to be accessed by our team. A case must be made for communication to begin. Thank you!

14 Creating a Latesubout Case Contact Us 2.0 has case categories for latesubouts and PL resets. Using the case format for such requests is by far the easiest and quickest way for our team to assist you with these issues. The latesubuout@etteachers.com address and the hotline ( ) will remain open for instances when teachers do not have internet, power or access to AXIS before the scheduled class start time. Please do not use the or phone line unless you are unable to access Contact Us, as case notification is the most efficient way for us to address your request. Please also do not replicate your request via or phone once it is submitted via Contact Us.. Submitting a latesubout case is similar to other kinds of cases however you may submit multiple class IDs (maximum of 10) using: You can click on the calendar icon to show a list of upcoming class times/ids Once you have submitted the case please double check that you have received the auto response .

15 Creating a Class Status Case Contact Us 2.0 will now also be what you use when you have a question or concern about the status of one of your classes. It will also be how you report a TNS. Class Status Questions (including TNS) As you are aware, we now send out our system's read on the preliminary invoice status of your classes each week via . If you think the status of any class on this report is incorrect, you can make a case about it as follows: If it's been preliminary categorized as a TNS, make a case under "Class Status Case" > "Appeal TNS" with screenshots if applicable. For non-tns related questions (for ex, LG or SNS), please make a case under "Class Status Case" > "Other PL Class Status Questions (non-tns)" or "Other GL Class Status Questions (non- TNS)". Please include screenshots if applicable. Unless you need to submit your invoice in the coming days, please always wait to make a Class Status (non-tns) related case until you receive our team's weekly summary of your classes. Keep in mind that the info on the Performance Summary is not completely accurate, and the reviewed version will appear in the sent to you each week. Reporting a TNS In order to proactively report a TNS, you should kindly make a case under "Class Status Case" > "Confirm TNS" immediately to avoid future classes being reassigned. If our team reaches out to you about a possible TNS that did in fact occur, please make a case in this category as soon as possible as well. If you receive a notification about a possible TNS that you either 1) taught or 2) believe the absence or problem was related to an EF side issue, please make a case under "Class Status Case" > "Appeal TNS" immediately and note that you can teach the rest of the classes on your schedule. If a case is not submitted in response to the team's outreach, future classes may be removed from your schedule. Upon receiving your case, we will look into the status of the class for you and try to detect any teacher or EF-side technical issues.

16 Unable to Access AXIS and Emergencies If you are unable to access AXIS (and thus unable to use Contact Us) for a latesubout, please latesubout@etteachers.com If you have a problem preventing you from entering AXIS, you may likewise use the latesubout@etteachers.com as an emergency backup. Please include a screenshot of the problem. If you are unable to access the internet at all, you may use the hotline ( ). Please note that the hotline is only for use when you have no internet access at all. For all other questions, please make a relevant case.

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