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Part 1. Organization, Finance and Management

Chapter 4. Resource Guide for Managers

Section 18. e-help Desk Managers Guide (Cont. 1)

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

1.4.18.7 
e-help Support System (EHSS) Guidelines

1.4.18.7.2 
Online 5081

1.4.18.7.2.2  (09-05-2008)
Roles in the Employee User Portal (EUP)

  1. Managers must ensure that employees have the appropriate EUP roles needed to perform the work on the e-help Desk:

    Figure 1.4.18-5

    Roles System Comments
    AASU ESRV Approve Suitability

    Note:

    Only for Assistors trained on suitability
    AERA ESRV Enter and Revise e-file Application
    AESD ESRV Enter Suitability Status and supporting documentation

    Note:

    Only for Assistors trained on suitability
    AUSD ESRV Update Suitability Status and supporting documentation

    Note:

    Only for Assistors trained on suitability
    AVEA ESRV View e-file Application
    DEIS ESRV Enter and revise existing Disclosure Authorizations
    DRIS ESRV Generate DA Reports
    EVRP ESRV View EAR reports for tracking purposes
    ICMCU ESRV Update and maintain customer, contacts and addresses within PeopleSoft
    MADM ESRV View and revise a TIN-Matching Application
    PUPA ESRV Update PTIN Application
    PVPA ESRV View PTIN Application
    RURD ESRV Update registered user records
    TDAU ESRV Assist IVES Customers with their application links

    Note:

    In OL 5081 Special Instructions notate: "e-help Desk Assistor and needs this role to support the IVES project."

    TDUS ESRV Enter and revise transcript requests. Also view transaction history.
    MEF BO REFRESH MEF Users can set date ranges for report data.
    MEF BO BMF MEF Secondary Role: Corporate Returns Reports
    MEF BO EO MEF Secondary Role: Exempt Organization Returns Reports
    MEF BO ATS MEF Secondary Role: ATS Testing Reports
    MEFHLP MEF Needed for testing returns.
    MEFHLP_PR MEF Needed for live returns.
    A2A MEF Automated System Enrollment (A2A System Enrollment)

    Employee EUP Roles

  2. In addition to the above EUP roles, managers must ensure employees have these appropriate roles as well:

    Figure 1.4.18-6

    Roles System Comments
    (Site) Contro–l D Web CTDWA Control D Web Access

    Note:

    In 5081 Special Instructions notate the specific ORG Code and RACF Security Group for site.
    OIRSC Control–D Web CTDWA Needed for Assistors working Form 1041 e-filed returns.

    Note:

    In 5081 Special Instructions Notate: ORG Code: 36000–OG; RACF Security Group: B9INCOR
    ANSC-ELF USERS EARS 1544 Database (ANSC & KSCS)
    EARS-AUIRSC EARS 1544 Database (PSC & AUS)
    EARS-TCC EARS 1544 Database (FSC)
    E-HELP DESK Version 8.8 EHSS e-help Support System

    Note:

    In 5081 Special Instructions notate which team employee needs to be added.

    Example:

    Add to Austin Assistors 2
    EMS HELP DESK EMS Electronic Management System
    IDRS–(SITE) IDRS Integrated Data Retrieval System

    Note:

    In 5081 Special Instruction notate the IDRS team number. If employee already has an active IDRS access then the security representative for the team can make the change on IDRS.

    Other Employee Roles

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 Desk 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 electronic 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 versus entering the data after the caller has hung up). We must work toward increased efficiency.

  3. Growth of electronic products: The implementation of e-services was a primary driver for the design of the e-help Desk. 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 the e-help Desk, 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-mail that you personally work.

1.4.18.7.4  (09-05-2008)
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.

  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 toyour Provider Groups 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. Once a week, you will receive the Weekly Aged e-case Report. This will allow you to ensure open cases 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  (09-05-2008)
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 the following external customers, among others:

    • States

    • Software Developers

    • Gold Card Provider Groups

      Note:

      See

      IRM 3.42.7.8.1,After Hours Support for Gold Card Service Customers

  2. Employees in Stakeholder Partnerships, Education and Communication (SPEC) are internal users. They send e-mail inquiries on behalf of external customers. The e-help Level 2 assistors also uses ERMS.

  3. On August 31, 2008, e-mail was made available to all e-services registered users. Customers have the ability to submit free-form e-mail once logged into e-services. The e-help Desk e-mail address will not be visible to them.

  4. When the customer sends an e-mail, confirmation is sent advising them that their e-mail has been received by the e-help Desk. They are advised to look for an acknowledgement e-mail containing an e-case number in their Secure Object Repository (SOR) within 30 minutes. The customer is advised that they will be contacted within 48 hours regarding their issue or question.

    Reminder:

    The e-help Desk has an internal goal of responding to the customers' e-mail within 2 hours of receipt.

  5. Appoint members of the workgroup to be responsible for reviewing the worklist and working ERMS e-cases. Review the ERMS worklist at least every hour 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.

  6. See IRM 3.42.7.5.6, e-mail Response Management System (ERMS), for assistor instructions.

1.4.18.7.6  (09-05-2008)
e-help Solutions

  1. Approximately 500 predefined solutions are available within EHSS to resolve customers' problems. The Solution Advisor is a tool in EHSS 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 information and instructions used by the assistor to use to resolve a customer's issue. Solutions can include notes and attachments. Solutions are associated with five Business Units:

    • Individual

    • Business

    • Employment

    • e-services

    • Information Returns Branch

  3. EPSS is responsible for managing the content of the solutions database. Each product that the e-help Desk supports has several associated solutions. Before solutions can be added to the database, they must be approved by their Policy Owner.

  4. To maintain the solution database, EPSS has established an EHSS Solutions Board. The Board lead is an analyst from the EPSS Policy and Training staff. Board members are assistors from each of the five sites. The Board lead coordinates with Policy Owners to ensure products supported by the e-help Desk have accurate and valid solutions in EHSS.

  5. The responsibilities of the Board lead include:

    • Leading bi-weekly conference calls and working with Board members during the solutions creation and revision process.

    • Working with Policy Owners to obtain final approval of new solutions.

    • Working with Policy Owners and Board members to provide annual certification of solutions.

    • Monitoring the status of all solutions being developed and revised.

    • Maintaining all solution templates and approval records.

    • Providing quality control to ensure solutions have been input and updated correctly.

  6. The responsibilities of the Board members include:

    • Attending bi-weekly conference calls.

    • Creating new solutions and revising existing solutions.

    • Approving new and revised solutions.

    • Entering changes in the EHSS production database.

  7. New or revised solutions are necessary for various reasons.

    • A user determines that EHSS does not contain an appropriate solution or an existing one needs to be revised.

    • A Policy Owner makes program changes during the year.

    • A new product is added to those supported by the e-help Desk.

1.4.18.7.6.1  (09-05-2008)
Requesting New or Updates to Solutions

  1. When a user (e.g., an assistor or analyst) determines that an appropriate solution does not exist or needs to be updated, the user should recommend a revision or new solution. This must be approved by the Solutions Board. Procedures are found in IRM 3.42.7.5.3.4, Requesting New Solutions or Updates to Solutions.

1.4.18.7.6.2  (09-05-2008)
Solutions Due to Program Changes

  1. When changes are made to an existing product, the Policy Owner must notify the Solutions Board lead. If a substantial number of changes are made a new e-help Solution Template may be required. The template and instructions are located on the EPSS web site at http://win.web.irs.gov/epss/espss_docs/Solutions_Template_08%202007.xls.

  2. After the solutions are worked by the Board members, the Board lead will submit the solution template along with a Form 13848, EHSS Solution Approval Record, to the Policy Owner for final review and approval. When approved, a Board member will place the solution into production on the EHSS solution database.

1.4.18.7.6.3  (09-05-2008)
Solutions for New Policy Owners

  1. When a new product is added to the e-help Desk, the Policy Owner will follow the procedures in the Customer Engagement Document and submit the solutions on the e-help Solution Template. See IRM 1.4.18.1.4, Customer Engagement for more information.

  2. After new solutions are created, reviewed and approved, the Policy Owner will sign and submit Form 13848, EHSS Solution Approval Record, to the Board lead.

  3. It is difficult to determine what types of calls will be received for new products; therefore, new solutions will be created as needed by following the procedures in IRM 3.42.7.5.3.4, Requesting New Solutions by Users.

1.4.18.7.6.4  (09-05-2008)
Annual Certification of Solutions

  1. An Annual Certification of Solutions is conducted by the EHSS Solutions Board. The Board will meet to review all solutions in the database. Prior to the meeting, Policy Owners will receive a list of all "Active" EHSS solutions from the Board lead. They will review the solutions for accuracy and provide feedback to the Board lead.

  2. The Board will be review each solution for accuracy. Solutions no longer needed will be expired. Attachments will be added or updated accordingly. Modifications and additions will be made to the EHSS solution production database. Policy Owners will be contacted as needed to provide clarification regarding their product.

  3. Accomplishments, recommendations, and certifications of EHSS solutions will be provided to management.

1.4.18.7.7  (09-05-2008)
e-case Product Review

  1. February 2008, a weekly BMF e-case review was initiated. The review is conducted by e-help Level 2 assistors as part of an effort to ensure that management information in EHSS is complete and accurate. This product review will continue until CQRS is reviewing the full scope of e-help calls. Items reviewed 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 5 e-cases per week (if 5 cases are available for the product).

    • Select cases randomly from each site.

    • Review no more than 2 cases from the same assistor.

    • Utilize Contact Recording external assessment to report the review results.

  3. The review results will be sent to the site Operations manager, with a copy to the Department manager (DM). The DM will forward to appropriate managers.

  4. The Level 2 lead will review a sample of the level 2 assistors' work to ensure that cases are being reviewed with consistency.

  5. Managers will use these reports for feedback and coaching purposes.

    Note:

    This information will not be used for evaluative purposes.

1.4.18.8  (09-05-2008)
Aspect Telephone System Guidelines

  1. The e-help Desk uses the Aspect 7.2 application and software which provides monitoring capabilities, data base 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 Administrative extension to allow assistors to transfer calls to you when necessary.

  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  (09-05-2008)
Aspect Supervisor Features

  1. Supervisors use the Aspect TeleSet to perform the following tasks:

    1. Monitoring – Monitor a live conversation for review purposes.

    2. Notifying – Alert an employee to a problem during a live conversation.

    3. Making an agent available – Force a user into the AVAILABLE state.

    4. Performing Side-by side-monitoring– Utilize a second telephone jack on the employee's TeleSet.

  2. To monitor a call through Aspect, sign on to your TeleSet and perform the following steps:

    1. Press "SUPERVISOR" key.

    2. Enter the extension of the assistor to be monitored.

    3. Press "ENTER." The display on TeleSet LCD will show: "Monitoring Extension 5555 NOTIFY."

    4. Press the "RELEASE" key to end the monitoring session.

    Reminder:

    Contact Recording is the preferred method of telephone monitoring. Conduct this type of monitoring only when Contact Recording is unavailable.

  3. To notify an employee during a live review, press the "NOTIFY" soft key. This sends a message to the user's TeleSet display instructing them to call you and provides your extension. Do not interrupt a call unless the employee is:

    • Advising the taxpayer/caller incorrectly

    • Providing discourteous service

    • Unable to answer the question

    • Threatened by a caller

  4. To make an agent available, the agent must be in IDLE state, or in WRAP-UP after pressing the DONE soft key. To make the agent AVAILABLE, press SUPERVISOR, enter 0 and the user's extension, then press ENTER.

    Caution:

    Be sure the agent is present and at their desk before forcing them into AVAILABLE.

  5. Side-by-side monitoring, also known as "double jacking," is used to review telephone calls for training purposes. It can be used to improve work processes or as coaching conducted as part of a performance improvement plan. It is an excellent introduction to the job for new assistors working with experienced employees.

    Note:

    Side-by-side monitoring is non–evaluative and not formally documented. It may be delegated to leads or experienced Assistors.

1.4.18.8.1.1  (09-05-2008)
Aspect Changes, Updates or Deletions

  1. The manager provides a key role in maintaining the accuracy of the Aspect database. Managers should remain in contact with their respective EPSS Telephone Systems Analyst (SA) for any changes needed. Changes include but are not limited to:

    • Adding new extensions for new employees

    • Adding new extensions for current employees (adding agent groups)

    • Changing Team Numbers

    • Deleting obsolete extensions

    • Resetting passwords

      Note:

      The telephone SA will not always be local to the site, in some instances the SA will be remote.

  2. Changes should be submitted to the SA by using the "EPSS Aspect Change Form" . Indicate "A" to add a new extension, "M" to modify an existing extension, or "D" to delete an existing extension. This form should be submitted to the SA on a monthly basis. If you do not have any changes indicate "No Changes" on the form. See Exhibit 1.4.18-5, EPSS Aspect Change Form.

  3. The SA will communicate these changes, updates, or deletions to the JOC. Be sure to allow enough time for the SA to communicate this information to the JOC. The JOC time-lines are as follows:

    • 1 - 5 Changes – Request completed within 1 business day

    • 5 - 25 Changes – Request completed within 5 business days

    • 25 - 100 Changes – Request completed within 10 business days

    Note:

    Any expedite requests must be notated on the change form with an explanation so the SA can coordinate the request with the JOC.

1.4.18.8.2  (09-05-2008)
Staffing Requirements

  1. The JOC works with the EPSS to develop forecasting and staffing requirements for the e-help Desk sites. Required staffing for each site is determined by taking 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 1.4.18-3.

  4. The column for each weekday represents the number of assistors needed to meet the inbound contact demand expected for each scheduled half-hour. To schedule your site according to the requirements shown in the spreadsheet, take the following steps:

    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 telephones.

      Note:

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

      Note:

      Requirements for each half-hour do not take into account scheduled 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 appropriate 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 1.4.18-7

    Agent Group (AG) Description
    701 EH – English queue clearing
    702 EH – Spanish queue clearing
    703 EH – IMF e-file Training 1
    704 EH – Suitability Training 2
    707 EH – Extension Routing/Inventory
    709 EH – Lead/Manager
    710 EH – IMF e-file; e-file Application; e-services; International; Acceptance Agents
    711 EH – IMF e-file; e-file Application; Suitability; Electronic Excise Tax; Acceptance Agents
    712 EH – BMF e-file; CCR; EFTPS; Electronic Excise Tax
    713 EH – IMF e-file; e-file application; Acceptance Agents
    714 EH – BMF e-file; e-services; CCR; EFTPS
    715 EH – CCR; EFTPS; Electronic Excise Tax
    716 EH – Spanish (all applications)
    717 EH – All e-help applications
    718 EH – IMF e-file; e-file application; Suitability; e-services; Electronic Excise Tax; Acceptance Agents
    719 EH – e-services
    720 EH – Registration; PTIN; TIN Matching
    721 EH – IMF e-file; BMF e-file; e-file application; Acceptance Agents
    722 EH – BMF e-file forms 1041-1065 - 1120-990; e-file application
    801 IRB – Queue Clearing
    805 IRB – Voice Call Recording
    806 IRB – Closed
    811 IRB – Tax Law Section
    812 IRB – Filing Information Returns Electronically (FIRE)
    813 IRB – Quality Control Section (QCS)

    Figure 1.4.18-8

    Application Number Description
    710 EH – International
    711 EH – IMF e-file
    712 EH – Spanish IMF e-file
    713 EH – 1041-1065 e-file
    714 EH – Spanish 1041-1065 e-file
    715 EH – 94X e-file
    716 EH – Spanish 94X e-file
    717 EH – 1120-990 e-file
    718 EH – Spanish 1120-990 e-file
    719 EH – Application e-file
    720 EH – Spanish Application e-file
    721 EH – Suitability
    722 EH – Spanish Suitability
    723 EH – Registration e-services
    724 EH – Spanish Registration e-services
    725 EH – PTIN-TIN Matching e-services
    726 EH – Spanish PTIN-TIN Matching e-services
    727 EH – TDS-DA-EAR e-services
    728 EH – Spanish TDS-DA-EAR e-services
    729 EH – CCR
    730 EH – Spanish CCR
    731 EH – EFTPS
    732 EH – Spanish EFTPS
    733 EH – Electronic Excise Tax
    734 EH – Spanish Electronic Excise Tax
    735 EH – Acceptance Agents
    736 EH – Spanish Acceptance Agents
    811 IRB – Tax Law
    812 IRB – Filing Information Returns Electronically (FIRE)
    813 IRB – Quality Control Section (QCS)

  6. The e-help Desk should always keep AG 709, EH – 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 telephone 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 telephone.

  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 telephones.

  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 telephone 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  (09-05-2008)
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 1.4.18-9

    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, and rest room breaks.
    2   Reserved and will not be used at the present time.
    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 Webview. See IRM 1.4.18.8.2.4, WebView.

  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. Do not use them 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  (09-05-2008)
Scheduling Employees on the Telephones

  1. Consider the following when you schedule telephone assignments:

    • Break/lunch schedules

    • Leave schedules

    • Training schedules

    • Team meeting schedules

  2. Attempt 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 Webview.

    Note:

    The EPSS telephone analyst in the Program Management Section should be notified when scheduling changes are made (i.e., meetings, training).

1.4.18.8.2.4  (09-05-2008)
WebView

  1. As stated in the introduction, on September 18, 2006 the e-help Desk 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 from the browser on your computer. Managers can use WebView to view reports (real-time and historical), create new reports (based on WebView's report templates), and modify reports.

  2. Depending on the report you choose, WebView shows the user the current state of the enterprise, a site, and/or individual employees. To access WebView follow these steps:

    1. Type http://joc.enterprise.irs.gov in your browser

    2. Select Operations

    3. Select WebView Reporting 6.0

    4. Select your site

    5. Select Real Time or Historical

    6. Click on Submit

  3. At a minimum, managers should use the following Real-Time 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 one of the following:

      • JOC_EHelp_Rollup

      • JOC_EHelp_IRB_Rollup for review
      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).

    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

    • IRB_Agt_Skillgroup
    Hit "Run" at the bottom right-hand side of the page

  4. Real-Time reports are updated in intervals of 15, 20, 30, or 60 seconds. The system default is set at 20 seconds. To change this, click on "Refresh" in the menu option and select the time interval preferred.

  5. Threshold values can also be set to alert the user when certain values exceed or do not meet expected levels by assigning a color to the display. This is done by clicking on "Threshold" in the menu option of any report.

1.4.18.9  (09-05-2008)
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:

    1. 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 EPSS web site at http://win.web.irs.gov/epss/epss_home.html.

    2. Aspect Crystal reports give a manager call activity statistics on a individual assistor or workgroup.

  3. Reports are indicators of an individuals performance but may not be used alone for evaluative purposes. Use reports to determine the need for further monitoring and/or assistance.

1.4.18.9.1  (09-05-2008)
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: 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: 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: 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: This report shows the number of aged e-cases opened for more than 7 days by individual assistor.

    5. Provider Group Aged e-cases: This report shows e-cases open for more than 7 days assigned to a provider group (not an individual).

    6. Calls Handled vs e-cases created: This report shows the number of calls handled compared to the number of e-cases created for the enterprise along with graphs.

    7. Weekly Site Contact Report: This report shows the number of calls handled compared to the number of e-cases created for a particular group.

    8. Product Report: This report shows products, issues reported and e-cases opened for each product. This report is posted to the EPSS web site.

  2. Managers should review each report to determine if organizational and/or team goals were met. Determine reason for aged e-cases being open for more than 7 days. If this is no valid reason for the open e-case, managers should discuss it 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 1.4.18-4.

1.4.18.9.2  (09-05-2008)
Aspect Crystal Reports

  1. Aspect Crystal Reports are used by team managers to determine the status of telephone activity. Some reports are received daily and others weekly.

  2. The EPSS Aspect Telephone System Analyst (SA) runs these reports and automatically schedules them for delivery via e-mail or server. They have the capability of running ad-hoc reports for various time-frames or for a specific type of data. If you need an additional report contact them to have the data pulled from the Aspect system.

  3. 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.

  4. The reports received vary by site. However, at a minimum, each manager should receive the following reports:

    1. Agent Performance Summary by Team – This report shows general call activity for all agents signed on to the system during a specified period.

    2. Application Management Summary – This report displays the call statistics based on the different Application groupings.

    3. Abandoned Calls Profile – This report shows the number of incoming calls abandoned during each half hour segment of the day. It uses the Application Detail view and sorts by half hour.

    4. Excessive Reason Code Report – This report shows agents in idle codes for an excessive amount of time. It uses the Agent Idle view and is available by daily intervals.

1.4.18.9.2.1  (09-05-2008)
Agent Performance Summary by Team

  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 considerably 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  (09-05-2008)
Application Management Summary Report

  1. The Application Management Summary report summarizes call activity for applications. The chart format shows handled calls versus abandoned calls for each application. Also shown are:

    • The total number of offered and outgoing calls made by each application.

    • Percentage of calls abandoned.

    • Service level percentage.

    • Average call time for incoming and outgoing calls.

    • Speed of answer for incoming calls.

    • 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  (09-05-2008)
Abandoned Calls Profile

  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 half-hour segment in which the call abandoned.

    • The average time callers waited before hanging up.

    • The longest wait before a call was abandoned.

  2. Calls queue at the ISN/CVP level, so this report only shows calls that abandon after being routed to a local queue. This can happen when a call is in flight from the ISN/CVP to an assistor and the assistor goes from an available status into a non-available status (Idle, Wrap, or Log off) or the caller hangs up while the call is in flight.

    Note:

    If you see a high number of calls abandoning at particular times of the day, it may indicate a problem with staffing. Check to see if you have assistors moving from an available status to a non-available status for lunch and breaks.

1.4.18.9.2.4  (09-05-2008)
Excessive Reason Code Report

  1. This report shows the team, individual agents, time entered into an idle code, the idle reason code used, and the duration of time spent in idle. The data is sorted by team and agent.

  2. Use the Excessive Reason Code Duration report, along with WebView, to determine if employees are properly identifying their change of work status, via their Aspect telephone, and using the correct idle reason codes. See IRM 1.4.18.8.2.2, Idle Reason Codes.

1.4.18.9.3  (09-05-2008)
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 EPSS, 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., Form 8453, 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. A complete list of all OFP codes can be found at http://ofp.web.irs.gov/index.asp, Organization Function Program (OFP) Code web site.

  3. Managers must ensure that employees use the correct codes when working telephones, e-mail, and paper. These codes can be found in IRM 3.42.7.3.4, Exhibits 3.42.7-1 and 3.42.7-2 provide a break down of each codes' function, program, and title.

  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.

1.4.18.10  (09-05-2008)
EHSS Business Continuance and Disaster Recovery

  1. In the event of a disaster or other event that interrupts the service of the e-help Desk, the following strategy should be used to ensure that the business continues.

  2. Scheduled Interruption of Service:

    1. The site manager will notify the Operations Support senior manager, e-help Desk senior 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 e-help Desk senior manager will notify all e-help Desk site managers.

    3. The JOC will be contacted by the telephone analyst if a routing change 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 Operations Support senior manager, e-help Desk senior manager, and telephone analyst by telephone. Provide as much information as possible about the disruption and the anticipated recovery time.

    2. The e-help Desk senior manager will notify all e-help Desk site managers.

    3. The JOC will be contacted by the telephone analyst if a routing change 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 and IRB (Application 721, 811, 812, and 813,) are distributed among at least two sites so a back-up site has not been specified. The following chart shows the alternate or fail-over site for suitability if the primary site is compromised:

    Compromised Site Failover Site
    Andover Austin

    Note:

    At this time IRB does not have an alternate or fail-over site.

  6. EHSS Outage or Slow Processing:

    1. Open a ticket using the OS Get Services at http://getitservices.web.irs.gov or by calling 1-866-7HELP4U.

    2. Assign the ticket to BU-WI-CAS_BSBA-EOSS.

      Note:

      Contact the manager of the Products & Services Support (PSS) section if the outage occurs after hours.

      Reminder:

      Assistors should manually record all data during the outage. See IRM 3.42.7.8.6, Reporting EHSS Problems.

    3. If the ticket is assigned to BU-WI-CAS-BSBA-EOSS, send an e-mail to the EPSS; Products & Services Support (PSS) 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 Enterprise Service Desk (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 Settings

    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  (09-05-2008)
Annual Review of EHSS Users

  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 Products & Services Support section, 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.

  3. During the remainder of the year it is very important that any movement within teams is communicated to EPSS, Products & Services Support. This will keep the EHSS database current and accurate. To communicate these changes, open an ITAMS ticket. This can be done by calling 1-866-7HELP4U or opening a ticket electronically by taking the following steps:

    1. Access OS GetServices at http://getitservices.web.irs.gov.

    2. Click on "My Technology."

    3. Click on "Fix Other."

    4. Click on the "Category" field and choose "Other - Provide detailed description" in the Description field explain the changes and request the ticket be assigned to the BU-WI-CAS-BSBA-EOSS Information Technology Assets Management System (ITAMS) group.

      Example:

      In EHSS, move John Hancock, SEID 111JB, from Austin Team 1 to Austin Team 3. Assign ticket to BU-WI-CAS-BSBA-EOSS.

    5. Enter your "Location" in the appropriate field.

      Example:

      EPSS; e-help Desk West; Austin Team 2.

    6. Click on "Submit."

      Note:

      If more than six (6) actions need to be taken, attach a Word document with all of the changes that need to be taken.

1.4.18.11.4  (09-05-2008)
PII (Personally Identifiable Information)

  1. PII is taxpayer information or any combination of information that can be used to uniquely identify, contact, or locate a person that could subsequently be used for identity theft. Some examples of PII include, but are not limited to:

    • Names

    • Home or e-mail addresses

    • Telephone numbers

    • Social Security Numbers

    • Date and place of birth

    • Family information such as a mother's maiden name

    • Tax return or salary information

    • Credit card or bank account information

    • Biometric data (height, weight, eye color, fingerprints, etc.)

    • Other numbers or information that alone or in combination with other data can identify an individual.

  2. The protection of this information is of vital concern to the Service; every effort must be made to protect it. Ensure that you and your employees review your electronic files and paper holdings for this type of information. Verify that you have only PII in your possession that you have a "need to know."

  3. You and your employees must follow proper procedures for safeguarding PII information that you have in your immediate possession. PII stored on computer hard drives or transferred to CD-ROMs, jump drives, or other portable media must be encrypted. The FIND-IT Icon on every IRS computer has step-by-step guidance on methods of Encryption.

  4. If a laptop or other electronic device is lost or stolen, it must be reported within one hour to:

    • Your manager

    • The Computer Security Incident Response Center (CSIRC) at 866-216-4809

    • Treasury Inspector General for Tax Administration (TIGTA) at 800-366-4484

    The timely reporting of all information losses or thefts to CSIRC and TIGTA is critical to ensure that any needed investigation and recovery can be initiated quickly. This can decrease the possibility that the information will be compromised and used to perpetrate identity theft or other forms of fraud.

  5. Additional information on how to protect PII can be found on the Office of Privacy, Information Protection & Data Security web site, http://irweb.irs.gov/Privacy/default.html.

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 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 - - - - - -

Exhibit 1.4.18-4  (03-01-2007)
Diagram of an EHSS Report

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Summary Page

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Exhibit 1.4.18-5  (09-05-2008)
EPSS Aspect Change Form

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EPSS Aspect Change From


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