![]() It provides general operational objectives, various techniques, methods, and guidelines for managing the call center. Overview: This IRM provides guidance on process and procedures for managing systems related to answering taxpayer telephone calls in Accounts Management and Compliance. Systems Administrators/Analysts in Accounts Management and Compliance call sites IRM 1.4.21 dated Novem(effective January 1, 2023) is superseded. (16) IRM 1.4.21 Updated IRM owner Effect on Other Documents (13) IRM 1.4.21.2.4 Updated wording due to changes in software (12) IRM 1.4.21.2.3 Updated wording due to changes in software (11) IRM 1.4.21.2.1.14 Updated wording due to changes in software ![]() (10) IRM 1.4.21.2.1.12 Updated KISAM reference to IRWorks (9) IRM 1.4.21.2.1.11 Updated wording due to changes in software (8) IRM 1.4.21.2.1.8 Updated wording due to changes in software (6) IRM 1.4.21.2.1.4 Corrections to punctuation (5) IRM 1.4.21.2.1.2 Updated KISAM references to IRWorks and Bears references (4) IRM 1.4.21.2.1 Updated KISAM references to IRWorks (1) IRM 1.4.21.1.5 Added Bears and IRWorks to acronym list (1) This transmits revised IRM 1.4.21, Resource Guide for Managers - Accounts Management and Compliance Guide for Systems Administrators/Analysts. Accounts Management and Compliance Guide for System Administrators/Analystsġ.4.21 Accounts Management and Compliance Guide for System Administrators/Analysts Manual Transmittal Organization, Finance, and Management Chapter 4. Exhibit 1.4.21-6 Analysis of Balance Changes.Exhibit 1.4.21-5 Weekly Production Report.Exhibit 1.4.21-4 Employee List By Name Report.Exhibit 1.4.21-2 Daily Workload By Team Report.Exhibit 1.4.21-1 ETD Half Hourly Adherence Report for All 26 Sites.1.4.21.5 Centralized Contact Center Forecasting and Scheduling (CCCFS).1.4.21.2.5.2.5 Weekly Analysis of Balance Change.1.4.21.2.5.2 Compliance: Automated Collection System (ACS) QMF Reports.1.4.21.2.4 Trouble Reporting Procedures.1.4.21.2.2.2.1 Compliance: ACS Query Management Facility QMF Reports.1.4.21.2.2.2 Compliance: ACS Systems Miscellaneous Responsibilities.1.4.21.2.2.1 Compliance: Automated Collection System ACS/Integrated Collection System ICS Parameter Files.1.4.21.2.2 Managing the Unified Contact Center Enterprise (UCCE) Environment.1.4.21.2.1.15 Unified Contact Center Enterprise UCCE System Maintenance.1.4.21.2.1.14 Employee and Building Security Responsibilities. ![]() 1.4.21.2.1.13 Systems Security Responsibilities.1.4.21.2.1.9 Record Keeping and Storage of Downloaded Contacts.1.4.21.2.1.6 Freedom of Information Act (FOIA).1.4.21.2.1.4.2 TIGTA Requests for Recordings that cannot be Found in Verint V15.2.1.4.21.2.1.4.1 TIGTA Requests for Threat Calls Needing an ANI.1.4.21.2.1.4 Treasury Inspector General for Tax Administration (TIGTA) Request.1.4.21.2.1.3 BAA: Requests for Downloaded Contacts.1.4.21.2.1.2 Roles and Responsibilities for Business Application Administrator (BAA).1.4.21.2.1.1 Roles and Responsibilities for Compliance SAs.1.4.21.2.1 System Staff Roles and Responsibilities.1.4.21.2 System Administrators/Analysts (SA) Overview.1.4.21.1.3 Program Management and Review.1.4.21 Accounts Management and Compliance Guide for System Administrators/Analysts.
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