Start with your Assigned Clients tab first. Clients that have taken an action will be Flagged, meaning that they have sent a message or uploaded a document.
Otherwise start with the Needs Docs Help queue, also in All Clients tab.
In All clients tab. Select four filters again, where:
Status = *Needs Docs Help & *****Service Type = *Online & *****Language = *English or Spanish & *****Marked as: Unassigned
Goals: Respond based on Waiting on response time. (Note that these are ideal goals, and right now the amount of clients awaiting help is outweighing our capacity to help)
Immediately when this field is filled, since the client has specifically requested help.
Client context: why are clients here?
Greeter process points
Second priority is the Greeter - Info Requested status in All Clients tab.
In All clients tab, select four filters, where**:**
Status = *Greeter - Info Requested & *****Service Type = *Online & *****Language = *English or Spanish & *****Marked as: Unassigned
Goals: Respond based on Waiting on response time.
Immediately when this field is filled, since the client has responded to a greeter's request, or has asked a question.
If Waiting on response remains blank while Updated At has reached 3 business days, send the second reminder or third reminder. This is lower priority.
Client context: why are clients here?
Greeter process points
Third priority is the Not Ready queue, also in All Clients tab.
In All clients tab. Select four filters again, where:
Status = *Not Ready & *****Service Type = *Online & *****Language = *English or Spanish & *****Marked as: Unassigned
Goals: Respond based on Waiting on response time. (Note that these are ideal goals, and right now the amount of clients awaiting help is outweighing our capacity to help)
After 1 day (24 hours), giving the client some time to get their docs following initial intake.
Client context: why are clients here?
Greeter process points
Not to monitor, but these are the two possible final status states.
Status**: Not filing**
Goals: Change to this status based on time of last message sent, which is likely the Updated At time, or because of a client message.
On the third contact with no response, the last message will have notified the client that we will set them to Not Filing after three days.
Immediately on a request from the client to stop.
If it's a duplicate client.
Client context: why send clients here?
Greeter process points
Status**: Ready for review**
Goals: Change to this status based on document status at 60% - 90% complete.
~60% is "Minimum docs":
~90% is "Maximum docs":
Client context: why send clients here?
Greeter process points