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Utilizing Chats for COREVoyant Escalation Handling

In this article, we will guide you on how to utilize the CV Escalated Issues and the Super Critical CV Issues chat.

To streamline the escalation process and ensure prompt assistance, we have established two dedicated chats hosted in Gmail: the CV Escalated Issues chat and the Super Critical CV Issues chat. These chats are designed to facilitate urgent issue resolution.

🚨Please note that the Super Critical CV Issues chat is reserved for urgent matters ONLY, where you cannot proceed with your work that is dependent on SLA's (Dispatch, Estimates, Photos) or time performance until the issue is addressed.🚨

Super Critical CV Issues Chat

This chat is exclusively dedicated to addressing urgent matters that prevent you from moving forward that are SLA dependent or time performance and require immediate attention from the IT team.


How to use this chat: Copy the URL for reference (if applicable), or the Claim Number/Job. Include a clear description of the issue, actions you've taken, and what is needed.

Example: https://connect.gowithcore.com/the-hub/library/view/631cd433-4ca4-4964-8882-3603f46b43f MIT Job I need the Reviewed Task back. Integration didn't work for EST-2024-02-1501. I checked that no one owns the estimate and the integration is open. Adjuster is waiting for the estimate. Integration: SYMBILITY

Example: https://connect.gowithcore.com/accounts?num_records=10&page=1&filter%5Bvoyant_id%5D=OASP-1030 The provider cannot upload photos. They keep getting an error with a red bar. I confirmed the file name does not have a # sign. Need these for QA review. I can email the file they are trying to upload to the team.

NOTE: Since this is for very URGENT matters, please do not add extra chat. You can give a thumbs up. This is sent to the entire IT team and can be distracting

The IT team closely monitors the Super Critical CV Issues chat and will respond promptly to your message. They will prioritize your request and work diligently to resolve the critical issue as soon as possible.


CV Escalated Issues Chat


This chat is for issues that the claims team can can help determine the necessity to  send to the Super Critical chat. Also, sharing the issue can help with ongoing training and troubleshooting related to COREVoyant and externally integrated systems.

NOTE BEFORE POSTING:   Review tutorials in COREVoyant. This offers self-growth; confidence and minimizes this group chat usage.

How to use this chat: You can copy the URL for reference and add what is needed, share screenshots, or add a clear description of the issue, including the Claim number, Job, what you have tried, and what is needed. Please do not use @name since this is for the team to reply to. If no one is able to assist you, reach out to your manager.

Example: Claim 123432, Job TRP the provider says they uploaded the estimate into SYM. I cannot see it. 

Example: Trying to dispatch to XYZ provider and they are not populating. Claim CLM240212. PURE job 

 

If you have any questions or need further assistance, please do not hesitate to reach out to your manager or the designated Help Desk support. We are here to support you and ensure a seamless experience with COREVoyant and related systems.