1.4.18 e-help Desk Managers Guide (Cont. 1)

1.4.18.7
e-help Support System (EHSS) Guidelines

1.4.18.7.3  (03-01-2007)
Creating and Updating e-cases

  1. The e-help Desk uses EHSS as a tool for customer interaction and ticketing. EHSS allows e-help to develop a complete view of a customer’s contact history with the Desk. e-help policy requires that each contact with the customer be captured in a new or existing e-case. This policy is necessary for the following reasons:
    • Efficient customer service can be provided.
    • The number of e-products continues to grow.
    • Documented history for e-services must be established.
  2. Efficient customer service: e-cases are as significant to contact management as audit trails are to tax case management. If resolutions are not successful, it would be inefficient to start over with the customer to resolve the issue. Attention must be given to the way we handle each contact (i.e. opening and documenting the e-case with the caller on the line vs. entering the data after the caller has hung up). We must work toward increased efficiency.
  3. Growth of e-products: The implementation of e-services was a primary driver for the design of e-help. As e-services and e-file continue to grow, issue tracking will become increasingly important. Because of the many products that are now available, duplicate issues/contacts can be made to the e-help Desk that, if tracked, can be resolved simultaneously. For example: One customer can make separate contacts to resolve both an e-file issue and an e-services issue. If follow-up with the customer is required, both issues can be resolved with the same contact.
  4. Documented History for e-services and other new products: New products, specifically e-services, depend solely on information created from e-cases. Documented history for e-services does not exist as it does for e-file. As customers call in with problems, the issues are captured in e-cases. The documented resolutions for the e-cases are captured in the Solutions database. It is critical that we obtain this data since there are no IRMs for most e-Services and other new products.

    Note:

    IRM 3.42.10, Authorized IRS e-file Providers, does exist for e-file Application.

  5. e-cases are an integral part of the e-help Desk. Prior to the implementation of e-help, there was no systemic way to record, track, and identify problems and trends for both e-file and e-services. We must continue to strive to adhere to the policy of capturing each contact with the customer in a new or existing e-case.
  6. One of the most important tasks of the e-help manager is to review employees’ work and ensure that assistors capture each contact with the e-help Desk in a new or existing e-case. In addition, model adherence to this policy by creating or updating any e-cases for telephone calls and e-mails that you personally work.

1.4.18.7.4  (03-01-2007)
Managing Your Worklist

  1. Review your own worklist at least once an hour. If there is an e-case on your worklist, either work it or transfer it to a lead or an assistor to work.
  2. Follow-up to ensure that the e-case has been worked. This can be done by leaving the e-case on your worklist when it is reassigned so that you can monitor it. Another option is to make yourself an Interested Party so that you will know when action is taken on the case.
  3. At least three times a week, use Update an Existing Case to check to see that all e-cases assigned to your Provider Group have been worked. This will ensure that you have worked all e-cases escalated to you, as it is possible for an e-case to be accidentally deleted from your worklist without being actually worked.
  4. Using Update an Existing Case, pull a list of all e-cases assigned to each employee at least once a week. Open cases should be reviewed to ensure that they are being worked. In addition, this will help you identify employees needing assistance with their assigned e-cases. See IRM 3.42.7.5.5, Reviewing the Worklist, for assistor instructions.

1.4.18.7.5  (03-01-2007)
Monitoring the e-mail Response Management System (ERMS)

  1. ERMS is an additional channel for communicating with the e-help Desk. A mailbox has been created on EHSS and the e-mail address given to customers.

    Note:

    E-mail through the e-help Desk is available to the following external customers: the States, software developers, CCR, tax professionals in California, and Gold Card provider groups. See IRM 3.42.7.8.1, After-Hours Support for Gold Card Customers.

    Note:

    Stakeholder Partnerships, Education and Communication (SPEC) is an internal user. They send e-mail inquiries on behalf of external customers. e-help Level 2 also uses ERMS.

  2. When the customer sends an e-mail, confirmation is sent advising them that their e-mail has been received by the e-help Desk. An e-case is opened and an e-case number provided. The customer is advised that they will be contacted within 48 hours regarding their issue or question.
  3. Appoint members of the workgroup to be responsible for reviewing the worklist and working ERMS e-cases. Review the ERMS worklist at least twice each day to ensure that e-cases are being worked in a timely manner. e-cases that result from ERMS should be worked within two (2) hours of receipt.
  4. See IRM 3.42.7.5.6, e-mail Response Management System (ERMS), for assistor instructions.

1.4.18.7.6  (03-01-2007)
e-help Solutions

  1. Approximately 600 predefined solutions are available within EHSS to resolve customers’ problems. The Solution Advisor is a tool in EHSS that is used to search for a solution. It allows quick access to a list of frequently used solutions and tracks solutions used for the resolution of e-cases.
  2. Each solution contains step-by-step instructions for the assistor to use to resolve a customer’s issue. Solutions can include notes and attachments. Solutions are associated with four Business Units:
    • Individual
    • Business
    • Employment
    • e-Services
  3. EOSS is responsible for managing the content of the solutions database. Each product that the e-help Desk supports has several solutions associated with it. The Business Owners must approve all solutions of their products prior to addition or modification in the database.
  4. To maintain the solutions database, EOSS has established a Solutions Board. The Board is led by an analyst from EOSS staff. It consists of two or three assistors from each of the four sites and analysts from the Business Owners of the products supported by the e-help Desk.
  5. The responsibilities of the Board members include:
    • Attending a weekly conference call.
    • Creating new solutions and revising existing solutions.
    • Approving new and revised solutions.
    • Entering changes in the EHSS production database.
  6. The Solutions Board lead has the following role:
    • Leading the weekly conference calls and working with the Board during the creation and revision process.
    • Working with the Business Owners to obtain final approval.
    • Monitoring the status of all solutions being developed and/or revised.
    • Maintaining all solutions templates and approval records.
  7. New or revised solutions are necessary for various reasons.
    • A user may determine that EHSS does not contain a solution to resolve a customer’s issue.
    • Business Owners may make program changes throughout the year.
    • A new product may be added to those supported by the e-help Desk.

1.4.18.7.6.1  (10-01-2005)
Requesting New Solutions by Users

  1. When a user (e.g., an assistor or analyst) determines that a solution does not exist to resolve the customer’s issue, the user may recommend a solution which must be approved by the Solutions Board. These procedures are found in IRM 3.42.7.5.3.3, e-help Desk, Requesting New Solutions.

1.4.18.7.6.2  (03-01-2007)
Solutions Due to Program Changes

  1. When changes are made to an existing product, the Business Owners must notify the Solutions Board lead a minimum of two weeks prior to the date the change will be implemented. If a substantial number of changes are made, adequate lead time is necessary and a Probe and Response (P&R) Guide may be required. The Solutions Board will create or modify solutions based on the changes provided.
  2. After the solutions are worked by the Board, the lead will submit the solutions templates and the Solution Approval Record to the Business Owners for final review. After approval, a Board member will update the production system. The lead will provide quality control to ensure that all solutions have been input and/or updated correctly.

1.4.18.7.6.3  (03-01-2007)
Solutions for New Business Owners

  1. When a new product is added to the e-help Desk, the Business Owners will follow the procedures in the Customer Engagement document and submit the solutions on the template for the Probe and Response Guide. The Solutions Board lead will review the solutions and transfer them to the solutions template and submit them to the Board. The Board will review and determine how the solutions should be written.
  2. After the solutions are created and/or modified, and approved by the Board, the lead will submit them along with the Solution Approval Record to the Business Owner for review and approval. It is difficult to determine what types of calls will be received for new products. New solutions will be created as needed by following procedures for making changes to existing products.

1.4.18.7.6.4  (03-01-2007)
Annual Certification of Solutions

  1. At the beginning of each fiscal year (October 1), a Solutions Task Team will meet to review all solutions in the database. Subject matter experts for all products will be included.
  2. Prior to the meeting, Business Owners will receive a listing of all of their solutions. They should review the solutions for accuracy and provide feedback to the team lead.
  3. Solutions that have been used for resolution less than 20 times will also be identified. The task team will review this list of solutions and determine whether or not the solutions should remain active. Generally, these solutions are for calls for products that are not supported by the e-help Desk. The solutions were developed so that assistors would know how to direct these customers.
  4. The team will use a spreadsheet broken down by Business Unit to track all changes made. Each solution will be reviewed for accuracy. Solutions no longer needed will be expired. Attachments will be added or updated, when applicable. During the review, Business Owners will be contacted as needed and will provide final approval of the team’s results. Modifications and additions will be made to the production system.
  5. An analysis of the teams accomplishments and certification of results must be provided to the e-help Program Manager.

1.4.18.7.7  (03-01-2007)
e-case Product Review

  1. Beginning January 2007, a weekly e-case review will be conducted by e-help Level 2 assistors as part of an effort to ensure that management information in EHSS is complete and accurate. Items reviewed will include:
    • Use of Unregistered Caller button
    • Appropriate e-case creation
    • Completion of Description
    • Use of Resolved on First Contact button
    • Selection of correct Solution for the case
    • Selection of correct Problem Type
  2. Level 2 assistors will use this criteria:
    • Review a minimum of 10 e-cases per product (e-file, e-Services, CCR, and EFTPS) per week (if 10 cases are available for the product).
    • Select cases randomly; however, at least 10 of the cases should have the Unregistered Caller button selected. If 10 are not in the random sample, select additional cases to total 10.
    • Review no more than 2 cases from the same assistor.
    • Send a report of findings to EOSS by noon each Monday.
    • Send the report to the site Operations manager, and copy the Department Manager (DM). The DM will forward to appropriate managers.
  3. The Level 2 lead will review a sample of the level 2 assistors work to ensure that cases are being reviewed consistently.
  4. Managers will use these reports for feedback and coaching purposes.

    Note:

    This information will not be used for evaluative purposes.

1.4.18.8  (03-01-2007)
Aspect Telephone System Guidelines

  1. The e-help Desk uses the Aspect 7.2 application and software which provides monitoring capabilities, data based records, and management information. The Aspect Teleset Supervisor key gives managers access to expanded features such as:
    1. Leaving messages for employees (each site should have its own policies based on voice port availability).
    2. Monitoring agents (listening in on calls in progress).
    3. Notifying agents (notifying an agent whom you are monitoring to call you).
    4. Monitoring trunks (monitoring conversations on specific trunks).
    5. Monitoring specific Aspect application groupings.
    6. Determining the availability of agents.
  2. The manager and the lead should be given permissions on Aspect to access abilities using the Supervisor button. Using the Supervisor button allows you to monitor telephone calls and trunk lines.
  3. Sign on under your own extension to allow assistors to transfer calls to you when necessary. Sign on under the Back-up Agent extension to assist with calls as needed.
  4. The Exam Managers Resource Guide has a complete description of Aspect Telephone System features in Section 3, Systems Used in Exam. You can access the Resource Guide on the W&I Compliance Examination Discretionary Programs web site at http://win.web.irs.gov/compliance/compliance_exam.htm . You may wish to print and keep this reference handy.

1.4.18.8.1  (03-01-2007)
Aspect Supervisor Features

  1. Supervisors use the Aspect Teleset to perform the following tasks:
    1. Monitoring – Using the TeleSet, a supervisor or system manager may monitor the conversation of any user with a lower security level. To monitor a user, press SUPERVISOR, enter the user’s extension and press ENTER. During the monitoring, the TeleSet LCD displays the following: “Monitoring Extension 5555 NOTIFY.” Press the NOTIFY soft key to send a message to the user’s TeleSet display. The message instructs the user to call you, and provides your extension.
    2. Making an agent available – A supervisor or system manager can use the TeleSet to force a user into the AVAILABLE state. The user must have a lower security level, and be in IDLE state, or in WRAP-UP after pressing the DONE soft key. To make the user AVAILABLE, press SUPERVISOR, enter 0 and the user’s extension, then press ENTER.

      Caution:

      Be sure that users whose TeleSets do not ring (auto answer) are present at their desks before forcing them into AVAILABLE.

1.4.18.8.2  (03-01-2007)
Staffing Requirements

  1. The JOC works with the e-help Desk to develop forecasting and staffing requirements. Required staffing for each site is determined using forecast methodology that takes into consideration such factors as:
    • Historical call volume and handle times (year over year)
    • Recent calls offered and handle times (last five weeks of data)
    • Abandon rate (15%)
    • Occupancy goals (93%)
    • Slippage assumptions (5%)

    Note:

    Adjustments can be made to these factors to allow for seasonal changes as well as holidays and other factors that affect the forecast.

  2. In generating staffing requirements for the e-help Desk, the JOC considers e-help from an enterprise perspective. Scheduling is done by application (product) based on forecasts for the enterprise. The adherence of each individual site to the schedule is important and impacts the performance of the e-help Desk.
  3. Currently, a manual process using Microsoft Excel spreadsheets has been developed to be used as a half-hourly requirement tool. Separate tabs for each site by agent group for one week’s projected volume are used. See Exhibit 1.4.18-4.
  4. The column for each weekday represents the number of assistors needed to meet the inbound call demand expected for each scheduled half-hour. To schedule your site according to the requirements shown in the spreadsheet, take the following action:
    1. Review the tabs at the bottom of the spreadsheet that shows the applicable Agent Group. This shows the number of assistors required for the applicable scheduling period.
    2. Assign this number of assistors to the phones.

      Note:

      The Agent Group 717 is the catch-all group which gets calls from all other applications (except Spanish). This tab can be used alone provided you have primarily multi-skilled assistors. This is the preferred method of staffing.

      Note:

      Requirements for each half-hour do not take into account the scheduling of off-phone activity (i.e. breaks, lunch, etc.).

  5. Agent Groups are the skilled groups of assistors that provide service to the customer. Applications are the services that we provide. The JOC uses an Intelligent Call Router to distribute calls to skill groups (agent groups) to provide services (applications) to the customer.

    Note:

    Agent Groups should not be confused with Applications. Also, Application numbers and Agent Group numbers and descriptions do not correspond one-for-one.

    Figure 1.4.18-6

    Agent Group Description
    701 English queue clearing
    702 Spanish queue clearing
    703 Training 1
    704 Training 2
    707 Extension Routing/Inventory
    709 Lead - Manager (transfers only)
    710 IMF e-file — e-file application — e-Services — International
    711 IMF e-file — e-file application — Suitability
    712 BMF — CCR — EFTPS
    713 IMF e-file — e-file application
    714 BMF e-file — e-Services — CCR — EFTPS
    715 CCR — EFTPS
    716 Spanish (all applications)
    717 All e-help applications
    718 IMF e-file — e-file application — Suitability — e-Services
    719 e-Services
    720 Registration — PTIN — TIN Matching
    721 IMF e-file — BMF e-file — e-file application
    722 1041-1065-1120 — e-file application

    Figure 1.4.18-7

    Application Number Description
    710 International
    711 IMF e-file
    712 Spanish IMF e-file
    713 1041 - 1065 e-file
    714 Spanish 1041 - 1065 e-file
    715 94X e-file
    716 Spanish 94X e-file
    717 1120 - 990 e-file
    718 Spanish 1120 - 990 e-file
    719 Application e-file
    720 Spanish Application e-file
    721 Suitability
    722 Spanish Suitability
    723 Registration e-Services
    724 Spanish Registration e-Services
    725 PTIN - TIN e-Services
    726 Spanish PTIN - TIN e-Services
    727 TDS - DA - EAR e-Services
    728 Spanish TDS - DA - EAR e-Services
    729 CCR
    730 Spanish CCR
    731 EFTPS
    732 Spanish EFTPS
  6. Always keep AG 709, Lead/Manager, staffed. If a customer should request to elevate an issue, someone should be available in this Agent Group to address the customer’s concern.
  7. The JOC will monitor the results of the current method of forecasting and make improvements as needed.

1.4.18.8.2.1  (03-01-2007)
Adherence

  1. Adherence is used to identify whether the number of agents required by the JOC for the e-help enterprise is available for the time periods specified in the schedule. It is also used to identify whether the call site meets the overall phone schedule provided to them. Adherence is measured by the number of ready assistors signed on to the Aspect system, either taking a call or involved in the completion of a call. Assistors in IDLE status are not included when adherence is determined.
  2. Telephone schedules are issued by the JOC on a weekly basis.
  3. It is important that all assistors scheduled to be on the telephones be signed on at their scheduled times.
    1. Assistors should sign on when their tour of duty (TOD) begins and remain signed on until their TOD ends.
    2. Assistors that must be temporarily away from their work areas are required to use the correct idle reason code.

      Exception:

      If … Then …
      An employee is in an all-day training session They will not sign on at all.
      An employee is assigned to non-phone duty at their workstations They will sign on using their administrative extension and log into Agent Group 707 (Extension Routing/Inventory)
      An employee is assigned to non-phone duties after signing on at the beginning of their TOD which will result in an absence from their workstation for remainder of their TOD They will sign off the phone.
  4. The telephone schedule allows the team manager to monitor and maintain team adherence. An individual schedule can be given to all assistors so that they know when they are required to be on the phones.
  5. Adherence impacts the entire e-help enterprise. Recognize employees with good adherence. Promptly address employees with adherence problems.
  6. When an employee is not meeting their assigned phone schedule, take the following steps:
    1. Remember to look at each situation individually.
    2. Address the problem directly with the employee.
    3. Use results of your personal observations to validate your assessment.
    4. Offer guidance as to how to correct the problem.
  7. If the problem continues, take these steps:
    1. Prepare a written assessment of the problem.
    2. Describe exactly how the employee is failing to meet a specific Critical Job Element (CJE) or conduct expectation.
    3. Refer to prior verbal discussions in the documentation.
    4. Offer guidance as to how to correct the problem.
  8. A determination to counsel verbally or with documentation should be made on a case-by-case basis. Factors to consider include whether or not the employee has displayed the behavior before and whether or not you observed the behavior. Failure to adhere to the schedule may be either a performance problem or a conduct problem. Contact your department manager or Labor Relations specialist for guidance.

1.4.18.8.2.2  (03-01-2007)
Idle Reason Codes

  1. “Idle” is an Aspect status that assistors must use when not in “Available” or “Wrap-Up.”
  2. When assistors are not available for incoming calls (e.g., meetings, lunch, working paper, part-day training), they should go into idle and indicate their status by using one of the reason codes below.

    Figure 1.4.18-8

    Reason Code Status Explanation
    1 Temporarily Off the Phone This code indicates that the employee will be unavailable for telephone work for a period of time not specified by other reason codes. Examples are lunch, meetings, counselling meetings, NTEU official duties, Form 3081 preparation, identifying Taxpayer Advocate Service e-cases, and rest room breaks.
    2 Inventory, First Available This code indicates the employee is working paper and related outgoing calls.
    3 Reserved and will not be used at the present time.
    4 Training, Partly Available This code indicates the employee will be unavailable for telephone work during a specified portion of the tour of duty (TOD) because of training-related activities. Examples include partial-day off-site, on the job training (OJT), or instructor preparation.

    Note:

    Employee should not sign on if they will be in training their entire TOD.
    5 Reserved and will not be used at the present time.
    6 Break Time This code indicates that employee will be unavailable for telephone work during a specified portion of their TOD because of a scheduled rest break (other than lunch) or unavailable in order to relieve a stressful situation.

    Idle Reason Code Chart

  3. To ensure adherence, monitor employee statuses using CustomView Director. See IRM 1.4.18.8.2.4.
  4. If an employee fails to properly use the idle reason codes, counsel them according to the guidelines in See IRM 1.4.18.8.2.1, Adherence.

    Caution:

    Reason codes are to be used solely for real time management of call volume. They are not to be used for evaluating individual performance (e.g., to prepare a formal appraisal, performance indicator, or as an evaluative recordation, nor to make any comparisons, cross-references or reconciliation with Form 3081).

1.4.18.8.2.3  (03-01-2007)
Scheduling Employees on the Phones

  1. Consider the following when you schedule phone assignments:
    • Break/lunch schedules
    • Leave schedules
    • Training schedules
    • Team meeting schedules
  2. Try to assign an equal amount of telephone duty to each assistor.
  3. Remember that although a schedule has been provided by the JOC, adjustments may need to be made during the day. To determine when adjustments should be made, use CustomView Director.

    Note:

    The e-help telephone analyst should be notified when scheduling changes are made (i.e., meetings, training).

1.4.18.8.2.4  (03-01-2007)
CustomView Director

  1. With CustomView Director, you can view Aspect real-time statistics for the assistors on your team. By comparing the information from CustomView with the schedule, you can determine adherence.
  2. The CustomView canvas shows the following information:
    • Team Name
    • Date and Time
    • Calls in Queue, Longest Wait and Available Agents
    • Status of Agents: Hold, Available, Wrap, and Talk
    • Agent Information: Group, Names (Last, then First), Extension, Status, dur_state (how long in that status), Calls Taken, and Call Back Time
    • Call Information: the number of calls Offered, Abandoned, Handled during This Hour, Last Hour, and Today. It also shows percentages handled for each of these categories (Level of Service).
    • Message Information: Call Balk Message Left, Call Back Message Answered, and Closed
    • Application information

    See Exhibit 1.4.18-5.

  3. The figure below shows items to observe as you look at the CustomView canvas.

    Figure 1.4.18-9

    On the CustomView Canvas . . . You are looking to see . . .
    What is shown in the Calls in Queue, Longest Wait, and Available Agents fields? If calls are being handled efficiently. If the volume of calls in queue is too high and/or the waiting time too long, additional agents are needed. Assistors who are in other than available status can be directed to sign on and/or go into available status. Unusual or inconsistent volumes may also indicate that there is a problem with the system. The SA can assist in making determinations and identifying problems.
    How many agents are signed on? If individual assistors are signed on as required.
    What is the status of the agents? If too many assistors are off the phones doing other work, at break, lunch, or attending training or meetings.
    What is shown in the Call Information section of the screen? Calls Offered, Abandoned, Handled, and % Handled (Level of Service)? How many calls have come in? How many were handled; how many abandoned? What was the level of service percentage?
    What is shown in the Message Information section of the screen? How many messages have been received and if they have been returned within 24 hours.
    What is shown in the Applications section of the screen? If employees are signed into the correct application.

    How to Read a CustomView Canvas

1.4.18.8.2.5  (03-01-2007)
Webview

  1. As stated in the introduction, on September 18, 2006, e-help moved onto the Intelligent Contact Management (ICM) platform in the IRS contact center environment. Webview is a web interface to the ICM enterprise reporting. With Webview, you can work directly with ICM reports and scripts directly from the browser on your PC. Managers can use Webview to view reports (real-time and historical), create new reports (based on WebView’s report templates), and modify reports.
  2. At a minimum, managers should use the following reports:
    • Real Time Call Type Report – shows the overview of the enterprise call queue. Monitor this report to identify long queue times, high volumes of calls in queues and high abandon rates.

      Figure 1.4.18-10

      To access this report on WebView, go to:
      Call Type
      Saved Reports
      Select JOC_EHelp_Rollup
      Hit “Run” at the bottom right-hand side of the page
    • Agent Skill Group Real Time Reportshows each site’s breakdown of agents logged in and the number of calls in the enterprise queues for the applicable agent groups. It also shows the current status of assistors (i.e., ready, talking, not ready, work ready). Since there is a pronounced latency with this report and current accuracy issues, you may wish to utilize Custom View to review agents statuses.

    Figure 1.4.18-11

    To access this report on WebView, go to:
    Agent
    by Skill Group
    Saved Reports
    Select from the following

    • EHelp_SKG_Andover
    • EHelp_SKG_Austin
    • EHelp_SKG_Cincy2
    • EHelp_SKG_Ogden2
    Hit “Run” at the bottom right-hand side of the page
  3. WebView provides managers more information at an enterprise level. While latency issues are being resolved, use WebView in conjunction with CustomView.

1.4.18.9  (03-01-2007)
Reports

  1. Reports are used by management at the e-help Desk sites and by product owners to track and address issues. Some reports are run on a daily basis; others are run on a weekly basis. There are also ad hoc reports that are run when a customer wants specific information that is not provided by the regular reports.
  2. There are two types of reports used in e-help:
    • EHSS reports give a manager e-case statistics on either an assistor or a product. EHSS reports are provided to managers on a weekly basis. They can also be accessed from the e-help web site at http://web1.osc.irs.gov/E-Help/default.htm.
    • Aspect reports give a manager call activity statistics on a individual assistor or workgroup.
  3. Reports may not be used for evaluative purposes. Use reports to determine the need for further monitoring and/or assistance.

1.4.18.9.1  (03-01-2007)
EHSS Reports

  1. e-help reports are created using MS Query Analyzer and formatted using Crystal Reports. They are saved as Adobe.pdf and distributed to managers and internal customers.
    1. Weekly e-case Counts (weeklycombo.pdf): This report has 2 sections. The cover sheet shows a summary of how many e-cases were opened and closed during the week by site. The pages that follow show site-by-site statistics of opened and closed e-cases.
    2. Weekly Product Report (product only88.pdf): This report is a weekly roll-up report by product. The cover sheet details the number of e-cases opened during the week with an enterprise total provided. The pages that follow are by product and show the top problem types (Issue Reported) and the numbers of each problem.
    3. Weekly Total e-case Count by Person (weeklycombop.pdf and weeklycombopt.pdf): This report shows the total number of e-cases opened and closed by individual assistor by site for the week.
    4. Weekly Aged e-case Report (aged_cases.pdf): This report shows the number of aged e-cases opened for more than 7 days by individual assistor.
    5. Provider Group Aged e-cases (aged_cases_pg.pdf) – This report shows e-cases open for more than 7 days assigned to a provider group (not an individual).
    6. Weekly Resolved on First Contact Report (rofc_wk_sc.pdf): This report shows the percentage of calls that were resolved on first contact during the week across the e-help enterprise. The pages that follow show a daily breakdown by site. This is an ad hoc report provided upon request.

      Note:

      Assistors must check a box in EHSS when a case is closed on first contact.

    7. Product Daily Detail Report: This report provides product owners with all cases for that day for their product including a description of the issue. This is an ad hoc report provided upon request.
  2. Managers should review each report to determine if organizational and/or team goals were met. Determine reason for cases being open for more than 7 days. Many times an ITAMS has been opened or the business owners must provide guidance. If this is not the case, managers should discuss open cases with the assistor. Instruct employees not to use any products that are prefaced by the word “Inactive” on the product report.
  3. For a diagram of a typical EHSS report, See Exhibit 1.4.18-7.

1.4.18.9.2  (03-01-2007)
Aspect Reports

  1. Aspect Reports are used by team managers to determine the status of telephone activity. Some reports are received daily and others weekly. Reports are received from the Aspect SAs.
  2. Reports are a tool that managers can use to identify areas where the team members excel (adherence, good talk time, and minimal use of wrap time) and areas that need improvement (adherence and improper use of idle reason codes). Reports can be used as a diagnostic tool. They can be used to support your personal observations.
    • Managers cannot share the Aspect report information with employees since the report may suggest a production quota or goal on employees.
    • Managers can use the Aspect reports as an indicator to locate areas that need additional monitoring.

      Note:

      See Memorandum dated September 1, 1998 from Marilyn Soulsburg at http://www.hq.irs.gov/programs/nrc/p120/memo-02.htm.

  3. The reports received vary by site. However, at a minimum, each manager should receive the following reports:
    1. Agent Performance Team (Daily) by Team Name – This report shows general call activity for all agents signed on to the system during a specified period.
    2. Application Management Summary (Daily) by Application Number – This report summarizes the call activity by applications. It uses the Application Statistics view and groups by Application number or name.
    3. Abandoned Calls Profile (Detail) – This report shows the number of incoming calls abandoned by the applications during each half hour segment of the day. It uses the Call Detail with Applications view and sorts by half hour.
    4. Excessive Reason Code Duration Report – This report shows agents in idle codes for an excessive amount of time. Built on theidlereasondesctm.dc5; the data sorts by team and agent.

1.4.18.9.2.1  (03-01-2007)
Agent Performance Team (Daily) by Team Name

  1. This report shows general call activity for all agents signed onto the system during a specified period. See the figure below for a description of each section of the report.

    Figure 1.4.18-12

    Section Description
    Agent Lists each employee within the team and their Aspect number.
    Duration The amount of time during the period that the agent was signed on the system.
    Incoming
    • Shows the number of incoming calls the agent received during the period.
    • Shows the average length of those calls.
    • Shows the percentage for this overall period the agent spent on incoming calls.
    Outgoing
    • Shows the number of outgoing calls the agent made during the time period.
    • Shows the average length of those calls.
    • Shows the percentage for this overall period the agent spent on outgoing calls.
    Inside
    • Shows the number of inside calls the agent made during the period.
    • Shows the average length of those calls.
    • Shows the percentage for this overall period the agent spent on outgoing calls.
    Customer Messaging
    • Indicates the time spent on reviewing messages.
    • Shows percentage of time spent for the period.
    Voice Messaging
    • Indicates the time spent reviewing messages.
    • Shows percentage of time spent for the period.
    Percent Spent In This column breaks down the amount of time spent in Available, Idle, and Wrap Up.
    Work Time This column captures the entire time for the period spent on the Aspect system and the percentage.
    Group Totals This section is across the bottom of the report and provides totals of the entire group in each of the above sections.
  2. This report is useful in evaluating individual agent productivity. Ways to use this report:
    • Compare talk times for all agents on the team. Do you have 1 or 2 with considerable higher talk times? You may need to ascertain why.
    • Does an employee have a higher number of inside calls? The employee may be relying too heavily on the lead for assistance and is not performing required research. This may be an indication that additional training is needed.

1.4.18.9.2.2  (03-01-2007)
Application Management Summary (Daily) by Application Number

  1. The Application Management Summary report summarizes call activity for applications. The chart format shows handled calls vs. abandoned calls for each application. Also shown is:
    • The total number of outgoing calls made by each application.
    • Percentage of calls abandoned.
    • Service level percentage.
    • Average call time for incoming and outgoing calls and average queue time for incoming times.
    • The number of calls handled by the primary agent group, the number that went to another agent group, the number handled by voice messaging, and the number handled by another resource, such as an auxiliary device.

1.4.18.9.2.3  (03-01-2007)
Abandoned Calls Profile (Detail)

  1. The Abandoned Calls Profile report charts incoming calls abandoned by the application during each half-hour segment of a day. With this report, you can see:
    • The number of received calls that were abandoned.
    • The average time callers waited before hanging up.
    • The longest wait before a call was abandoned.
  2. You can use this report to view peak service level times to help you determine trunk and staff requirements throughout the day.

1.4.18.9.2.4  (03-01-2007)
Excessive Reason Code Duration Report

  1. This report shows agents in idle codes for an excessive amount of time. It is built on the idlereasondesctm.dc5; the data sorts by team and agent.
  2. Use the Excessive Reason Code Duration report, along with CustomView, to determine if employees are properly identifying their change of work status, via their Aspect phone, using the idle reason codes. See IRM 1.4.18.8.2.2.

1.4.18.9.3  (03-01-2007)
Organization, Function, and Program (OFP) Codes

  1. Organization, Function, and Program (OFP) codes are recorded by employees on Form 3081, Employee Time Report, to identify work that IRS employees perform daily.
    1. Organization Code – A five digit code used to describe where (e.g., Document Perfection or Input Correction) the work is being performed. In Submission Processing, the first and second digits identify the Operation, the third digit identifies the Department, and the fourth and fifth digits identify the Team.
    2. Function Code – A three digit code that is used to describe what (e.g., e-help assistor) is being done.
    3. Program – A five digit code that is used to describe the program (e.g., 8453OL, EFTPS) being worked.
  2. OFP codes have various uses including the preparation of work plans and work schedules. For this reason, it is important that this information is reported consistently and accurately.
  3. Managers must ensure that employees use the following codes:

    Figure 1.4.18-13

    Function Code Program Code Title Description
    Telephone
    750 42730 e-help Desk IMF Telephone (Incoming) Time spent researching and working incoming IMF calls to resolve e-help Desk customer issues.
    750 42731 e-help Desk IMF Telephone (Outgoing) Time spent on off-line research and work related to outgoing IMF calls to resolve e-help Desk customer issues.
    750 12730 e-help Desk BMF Telephone (Incoming) Time spent researching and working incoming BMF calls to resolve e-help Desk customer issues (OSC, CSC).
    750 12731 e-help Desk BMF Telephone (Outgoing) Time spent on off-line research and work related to outgoing BMF calls to resolve e-help Desk customer issues (OSC, CSC).
    750 12750 CCR TIN Validation Time spent working CCR TIN validation project for IRS, GSA, and DoD (OSC, CSC)
    750 15830 EFTPS Time spent working EFTPS calls (OSC, CSC)
    e-mail (ERMS)
    750 42760 IMF e-mail (ERMS) Time spent to review, research, and respond to all IMF e-mail received through ERMS.
    750 12760 BMF e-mail (ERMS) Time spent to review, research, and respond to all BMF e-mail received through ERMS.
    Other New Programs
    750 42770 IMF Preventive Maintenance Time spent by e-help Desk assistors, leads, or analysts to preemptively research and resolve potential IMF problems without customer contact.
    750 TBD MeF System to System Initiative TBD

    New e-help Function and Program Codes

  4. Employees should be instructed to make every effort to track and report the time spent on programs accurately. When making assignments, limit frequent program switching, whenever possible, to help employees record time accurately.

1.4.18.9.3.1  (03-01-2007)
Reporting Volume to the Work Planning & Control System (WP&C)

  1. Management at each e-help site is responsible for reporting e-mail and call volume to the WP&C. Take the following steps:
    1. Extract the data from the appropriate Aspect report.
    2. Submit the totals to the Reports Unit for input.
  2. Volume for incoming calls should be taken from the weekly Application Management Summary by Application Number report.
    1. Locate the “Calls Handled By” area of the report.
    2. Find the “Other Group.”
    3. Take the total from the shaded “System Totals” row.

    See IRM 1.4.18.9.2.2, Application Management Summary (Daily) by Application Number

  3. Volume for outgoing calls should be taken from the Outbound Agent Detail by Team report. Take the total from the very bottom of the report (this includes all team totals).
    • Exclude calls with zero talk time or 00:00:00 duration.
    • Exclude calls with no outgoing telephone number.

1.4.18.10  (03-01-2007)
e-help Business Continuance and Disaster Recovery

  1. In the event of a disaster or other event that interrupts the service of e-help, the following strategy should be used to ensure that the business continues.
  2. Scheduled Interruption of Service:
    1. The site manager will notify the e-help program manager, project manager, and telephone analyst by e-mail at least 48 hours before the interruption begins. List the reason for the request, the desired start time, and the duration of the interruption.
    2. The project manager will notify all e-help Desk site managers.
    3. The JOC will be contacted if a routing changed needs to be performed.
    4. The receiving site manager will reallocate resources in anticipation of the increased call volume(s), if applicable.
  3. Unscheduled Interruption of Service (Site Recognized):
    1. The site manager or a designee will notify the e-help program manager, project manager, and telephone analyst by telephone. Provide as much information as possible about the disruption and the anticipated recovery time.
    2. The project manager will notify all e-help Desk site managers.
    3. The JOC will be contacted if a routing changed needs to be performed.
    4. The receiving site manager will reallocate resources in anticipation of the increased call volume(s), if applicable.
  4. Unscheduled Interruption of Service (JOC Recognized) –
    1. The JOC will enable the current e-help disaster closure matrix.
    2. The receiving site manager will reallocate resources in anticipation of the increased call volume(s).
  5. All applications except suitability (Application 721) are distributed among at least two sites so a back-up site has not been specified. The following chart shows the alternate or failover site for suitability if the primary site is compromised:
    Compromised Site Failover Site
    Andover Austin
  6. EHSS Outage:
    1. Open a ticket using the OS Get Services at http://ds00001d.dcc.irs.gov:11182/oaa/login.jsp? or by calling 1-866-7HELP4U.
    2. Assign the ticket to NEA-ANDOVER-OPERATIONS-ADMINS if you are unable to access the site and are getting a “page cannot be displayed” message. All other types of troubles (e.g., system slow) are to be assigned to WI-CAS-BSBA-EOSS. Add this information to the description/location section of the request.
    3. If the ticket is assigned to NEA-ANDOVER-OPERATIONS-ADMINS , call the e-help SAs and report the outage.

      Note:

      Do not leave a voice mail message. Continue calling until you reach another SA.

      Note:

      Contact the project manager if the outage occurs after hours.

      Note:

      Assistors should manually record all data during the outage. See IRM 3.42.7.8.8, Reporting EHSS Problems.

    4. If the ticket is assigned to WI-CAS-BSBA-EOSS, send an e-mail to the e-help Program Office technical team.

1.4.18.11  (03-01-2007)
Miscellaneous Procedures

  1. Various miscellaneous managerial functional responsibilities are included in this section.

1.4.18.11.1  (03-01-2007)
Subscribing to QuickAlerts

  1. QuickAlerts is a free, online service that disseminates mass e-file messages, within seconds, to all “subscribed” individual and business e-file software developers, transmitters, and authorized e-file providers.
  2. Take these actions to ensure that all members of the e-help team are informed:
    1. Identify at least two people at each site to receive QuickAlerts.
    2. Establish a Microsoft rule to auto forward the QuickAlerts message to all members of the e-help team.

      Note:

      For instructions on how to create a rule, click on Microsoft Outlook Help and search on “create a rule.”

1.4.18.11.2  (03-01-2007)
Adding the *e-help Mailbox to Your Outlook Folders

  1. The *e-help mailbox has been established to communicate information to the e-help Desk sites. Mail sent to the e-help mailbox includes:
    1. Information alerts from the ESD when the Registered User Portal/Employee User Portal (RUP/EUP) is going to have scheduled outages.
    2. Information alerts from the ESD when the RUP/EUP is experiencing an outage.
    3. Information on e-services products (e.g. “Today the announcement of Bulk TIN Matching is going live.” ).
    4. Information regarding the e-help Desk such as system problems and outages.
  2. Use the following procedures to add the *e-help mailbox to your Outlook folders:
    1. Access Outlook and click on Tools at the top of the screen.
    2. Select Options.
    3. Click on Mail Setup tab at the top of the screen.
    4. Click on E-mail accounts.
    5. Click on View or Change options if not already selected.
    6. Click on Next.
    7. Click on Change.
    8. Click on More Setting.
    9. Click on Advanced.
    10. Click on Add.
    11. Type in *e-help.
    12. Click on OK.
    13. Click on Apply.
    14. Close all windows.
    15. Contact the e-help project manager or e-help analyst so that they can set your permissions.
  3. The *e-help mailbox now appears in your folders list on the left side of the screen.

1.4.18.11.3  (03-01-2007)
Annual Review of Users of EHSS

  1. An annual review of all EHSS users must be conducted each year. The purpose of the review is to ensure that anyone who no longer works in e-help has been deleted from the system and to ensure that employees are in the correct Provider Groups.

    Reminder:

    Be sure to take appropriate actions on the Online 5081 system when employees are furloughed or separated. For instructions, consult the Online 5081 Manager’s Guide at https://ol5081.enterprise.irs.gov:8443/

  2. At the request of the project manager, each manager should provide a list of all employees that use the system. The annual review is conducted around the end of the calendar year. This is a part of the annual security certification process.

Exhibit 1.4.18-1  (03-01-2007)
Leave Memoranda

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Leave Reminders

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Memorandum for the Record

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Leave Restrictions

Exhibit 1.4.18-2  (03-01-2007)
Counseling Memoranda

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Designated Duty Hours

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Excessive Talking

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Excessive Telephone Usage

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Lunch and/or Breaks Schedules

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Sleeping on the Job

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Pat-on-the-Back Award

Exhibit 1.4.18-3  (03-01-2007)
e-help Contact Monitoring Sheet

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Exhibit 1.4.18-4  (03-01-2007)
e-help Site Hours Requirement Forecast

e-help Site Hours Requirement Forecast
Site Agent Group Apps All Weekending
Forecast Requirements
Time Monday Tuesday Wednesday Thursday Friday Saturday
6:30:00 28 27 27 27 27 -
7:00:00 31 30 31 31 30 -
7:30:00 34 30 33 31 30 -
8:00:00 36 33 35 35 34 -
8:30:00 39 37 38 35 37 -
9:00:00 41 39 39 40 39 -
9:30:00 44 42 41 41 40 -
10:00:00 44 43 44 42 42 -
10:30:00 45 43 45 42 44 -
11:00:00 46 46 46 44 44 -
11:30:00 47 46 45 45 43 -
12:00:00 47 46 45 46 42 -
12:30:00 48 47 46 46 44 -
13:00:00 48 46 45 46 43 -
13:30:00 47 46 47 44 43 -
14:00:00 47 45 45 44 41 -
14:30:00 45 43 43 43 40 -
15:00:00 42 42 41 41 40 -
15:30:00 39 38 38 38 37 -
16:00:00 24 23 24 23 23 -
16:30:00 22 20 21 22 20 -
17:00:00 18 19 18 19 17 -
17:30:00 18 18 18 18 17 -
18:00:00 - - - - - -
18:30:00 - - - - - -
19:00:00 - - - - - -
19:30:00 - - - - - -
20:00:00 - - - - - -
20:30:00 - - - - - -
21:00:00 - - - - - -
21:30:00 - - - - - -
22:00:00 - - - - - -
22:30:00 - - - - -