CSC & IT Meeting - 2021/10/28

Date

Oct 21, 2021

Invited	Attended

In this meeting we will

Item	Presenter	Notes

Item	Presenter	Notes
New Exam Registration pages	Robert	10/27 - Update deployed Corrected issue where candidates entering SSN with dashes/slashes/spaces could not continue Allow Candidates who approval has no SSN but state is required to provide SSN the ability to register Fixed issue where long city names caused registrations to fail (and have to be manually rectified by IT)
IL Masters Exam change Update	Robert	Number of Pages viewed: 4,600 (YTD)
LiveChat	Robert	Account has been reactivated and base configurations completed. Waiting for configurations from CSC
Helpdesk.com Reports	Robert	Confirm metrics # of tickets assigned escalated closed Close rate (#of tickets closed or solved divided by number of tickets assigned resolved on first contact response (FCR) Avg. number of agent responses on ticket Avg. Time to initial response * Avg. Time to solution (or close)* The following is used to calculate durations Based on a 9:00am - 5:00pm work days Holidays and Weekends excluded - Still in progress
New Board Portal requirements review	Robert	Verify POCs for requirements on Approval Entry
Jira Tickets	ALL	Discuss who should/can request changes for Helpdesk.com LMR-6462 - Candidates registering for exams when approval expires before they are eligible to test

@Felicia Dennison to document the logic for 90-day waiting period that should be applied to prevent Candidates from registering early

Robert will setup meeting with Felicia, Subrena, Linda H and Wendy B to review approval entry requirements.

Robert will setup meeting with Felicia & Subrena to review helpdesk reports.

We are closing LMR-6462 until Exam Development returns the updated 90-day logic
IT will allow updates to PC/Specialist canned responses/tags requested by members of those teams. Updates to Canned responses and tags used by “All Teams” need to come from Subrena or Felicia directly.