Interaction Records 111-06045030

Interaction Records can be accessed by:

• a work item allocated through Workload Management (WLM), or
• Customer Online Account in Customer First
• go to Workspace > Customer Online Account
• select Online Interaction Summary
• key the CRN or Activity ID (if known) into the Search Criteria
• select the relevant Type from the dropdown list, then select Search
• the Interaction Records will display

The Interaction Record default view is 2 assignment blocks containing a variety of tabs. Individual tabs will vary depending on the type of interaction being viewed.

General Data can be found in the first assignment block including:

• Transaction Number
• Description (customer or business partner name)
• Activity Type
• Channel
• Receipt Literal

More information in other tabs may include:

• Status
• Account (customer or business partner name)
• Created At
• Changed At

The second assignment block contains tabs that provide further information and workflows. For more information about each tab, see Item 2 in Table 2.

The Notes tab provides information about why an online hand off has occurred.

To view or update a note:

• from the list of Notes select the relevant hyperlinked Text
• information about the hand off will display
• select New to annotate the Note
• select Back to return to Interaction Record Activity Details

If applicable, this tab provides access to a view of the Online Service receipt page displayed to the customer.

From the list of Attachments, select the Receipt hyperlink to view the Online Service receipt page.

The customer receipt page will open in a new window. It shows the same information the customer viewed online. Keep this window open to refer back to while making updates to the customer record.

Note: some receipts may not display. If a receipt is required and is not available on this page. See Archive and Culling Engine (ACE).

Select the customer’s name from the Account field to navigate to Customer Details.

Expand the Incomplete/outstanding activities assignment block. Any incomplete change of circumstance updates will be displayed under Current Activities.

If the required activity is incomplete select the relevant Description to navigate to the Activity List.

After assessing the reasons for the hand off/manual action, update the started activity as required and finalise.

The Interaction Record must be manually completed after the activity is finalised.

Navigate to the Workspace from the left hand menu and select Online Interaction Summary from the Customer Online Account assignment block. Do not make updates to the Change Status option for QMA transactions.

• Select the relevant Description from the list displayed to navigate to the corresponding Activity
• Select Edit
• Manually change the Status field to Completed
• Select Save

Or:

• Select More and Set to Completed
• Change the Activity Status field to Completed
• Select Save

Multiple interaction records for the same customer can be completed in one update.

• Key the CRN into the Search Criteria
• Multiple Interaction Records for the customer will display
• Filter the Status to Open
• Select the Select All icon from Tabs
• All open Interaction Records will be highlighted
• Update the Activity Status to Completed

The following items display in the top header:

• Back allows staff to return to the previous page
• Save must be used to save any updates made while progressing through the Interaction Record. It will only be available if updates have been made
• Cancel is used to cancel any updates
• Edit allows staff to amend details

The tabs displayed on an Interaction Record vary depending on the update being made. The following list describes some (not all) of the tabs that may appear:

• Parties Involved: types of relationships used by the Interaction Record. These may include: Activity Partner, Employee Responsibility, Nominee or Responsible Group
• Categories: service categories are set on the Interaction Record to identify the change of circumstance it belongs to. Categories are used to determine different processes for different circumstance updates
• Dates: shows when associated updates and changes to the Interaction Record were made
• Notes: included in all Online Services update interactions. Select the hyperlink to open the text into a full screen window
• Scheduled Actions: contains information about processes triggered following a status change
• Attachments: select relevant Name hyperlink to review attached document
• Online Services receipt page can be found here
• Note: to find a receipt not available on this page, see Archive and Culling Engine (ACE)
• Staff Tasks: used to view and process the Guided Procedures relevant to the information the customer has provided. See Item 3
• Customer Tasks: shows the documents the customer needs to provide
• Work Management: displays WLM information . This includes the WLM Status and other Work Item related information, see Workload Management for more information
• Cases: see Customer details and cases

Guided procedures displayed in Staff Tasks are determined by the information provided by the customer.

The status of a workflow can be changed or a workflow added if the customer provides new information and:

• a workflow is no longer required
• update the Change Status to Not required
• note: this cannot be done if the workflow has been completed
• an extra workflow is required
• select Add to select the workflow
• select Save
• a workflow has already been completed but a reassessment is needed
• update the Change Status back to Required

• Launch a workflow by selecting the hyperlink in the Workflow column of Staff Tasks
• Select Add to update new information
• To edit information highlight the relevant row. Select Next button to go to a more detailed screen where updates can be made
• Select the trashcan icon to delete a row of information
• Select Next to go to the next step in the process
• Select Save before progressing to the next step
• Select Finish to complete the workflow

Multiple updates may not be able to be added on a single screen. Select Continue to go to the Summary screen where additional updates can be made.