Skip to content
  • There are no suggestions because the search field is empty.

UAQ Guidelines and Responsibilities

Follow the UAQ Guidelines and Responsibilities process

When you are rostered on UAQ

  • The UAQ roster runs on a 12-week rotation to help keep coverage fair across the team, including Monday mornings and Friday afternoons. UAQ shifts will appear in the new Outlook calendar (named Team Roster) so everyone can see their rostered times and arrange swaps when needed.
  • The roster will be adjusted when someone is on leave to make sure shifts remain covered.
  • If you are unable to cover your UAQ shift, please arrange a swap with another agent where possible and let your Manager know. If you are unable to arrange a swap, message your Manager as soon as possible so they can help organise cover.
  • If your Manager is unavailable, please message Fern or Ivan or if it is short notice and you have arranged cover  between the team please post a message in slack to let others know.
  • The expectation is that the full UAQ shift is covered so the queue is actively monitored
  • If you need to take a break where you are away from your computer during your shift, please post in slack and ask others to temporarily monitor the UAQ

UAQ Tasks and Responsibilities

When you are rostered on UAQ, you are responsible for keeping an eye on the queue.

This includes:

Monitoring incoming tickets

Keep an eye on the UAQ for incoming tickets that cannot be allocated because everyone’s queues are full.

If everyone’s queue is full, new tickets will remain in the UAQ until a free slot becomes available. During this time, please review the tickets and update the priority where needed so urgent, high, or medium priority tickets are picked up first when capacity opens up.

Monitoring spam tickets

Check for spam tickets in the UAQ and mark them as spam so they are removed and do not get assigned.

Monitoring duplicate failed job tickets

If you see failed job tickets in the UAQ, check whether there is already an open ticket for the same issue.

If there is already an open ticket, delete the duplicate.

Monitoring call hang-ups

If you see tickets created from incoming phone calls where no message has been left, delete the ticket.

Monitoring stuck chat requests

Keep an eye on the chat portal for any stuck chat requests.

See here for more details.