Team queue workflow

Follow this guide to learn how to use FastTrack to call payers with team queue.

Joining the waiting room

When you first sign into FastTrack your queue will be empty. Turn on Autopilot to join the waiting room and get a call assigned to you. You can track your place in line in the waiting room and will receive a notification when its your turn for a call.

Once we have found a call with an available payer agent on the line we will connect you and unmute your mic. You will be able to complete the call from there.

Pausing Autopilot

If you need to take a break or are finished with calls for the day, turn off Autopilot. When Autopilot is off you will exit the waiting room.

Manually assigned calls

You may be assigned a call that requires manually driving the IVR. If this happens you will see a call assigned to you in “Preparing for call” state. You will have time to prepare for the call and then start the call and drive IVR yourself manually.

After you finish prepping for the call you can click “Ready to start call” to start the call. You should then click “Take over call” to manually drive the IVR since its a low confidence IVR call and requires your assistance.

Send call back to team queue

If you get through IVR on a manually assigned call and the wait time is expected to be long you will see an option to “Send back to team queue”. This will unassign the call from you and send it back to the team queue where Eva will tinue to wait on hold for you. The call will get assigned to another user when it reaches a payer agent.

Post call review

After a call you will have a review timer start. You can finish closing out the call and click “Done” to get sent back to the waiting room.