ER Double jacking February 2024 by Catherine Koroma https://padlet.com/catherinekoroma/eb0xeljvf2bwn6ox Jess Wallace en-us 2023-10-01 22:07:36 UTC 2024-02-14 11:01:07 UTC hello@padlet.com Preparing for the headphone set-up catherinekoroma https://padlet.com/catherinekoroma/eb0xeljvf2bwn6ox/wish/2883282127 13 Feb - advised James W of double-jacking session at 2.30pm on 14 Feb.

Do we have a video or guide to support users with pairing and including pairing related issues

2.25pm Caught up with Thalia about the double jacking session. She recommended that we don't try pairing with out James P's help

Jess didn't feel comfortable trouble shooting with the wireless headphones with me - She explained that she also prefers help from James. Her headphones were already on low charge level (one blue light)

Hunted James P down for help - he needed to know if I had my usual Sennheiser wireless headphones (office supply)


Do we have a guide or cheat sheet for this? (laminated)


]]> 2024-02-14 10:15:37 UTC https://padlet.com/catherinekoroma/eb0xeljvf2bwn6ox/wish/2883282127 It took James P a few goes at pairing the headphones catherinekoroma https://padlet.com/catherinekoroma/eb0xeljvf2bwn6ox/wish/2883289645 I noted the process he used:

  1. Put the paired headphones on the cradle, and then remove them to wear them to test for the sound.

  2. Put the second pair of headphones on the cradle. Then remove them to wear them to test for the pairing sound.

  3. Redo

  4. Note - don't touch the buttons on the headphones during the session or return either set of headphones to the cradle as both can disconnect the pair.

]]> 2024-02-14 10:23:09 UTC https://padlet.com/catherinekoroma/eb0xeljvf2bwn6ox/wish/2883289645 The pre-work conversation catherinekoroma https://padlet.com/catherinekoroma/eb0xeljvf2bwn6ox/wish/2883293525 Jess knew about the double jacking session and asked me what the session was about.

Explained the TABI team promise, that I would just be watching and listening to her work, so we can understand more about her experiences and thoughts about the systems we use. Jess asked me if she had to explain as she went about her work. I suggested that she was the driver, if she felt more comfortable talking it all through she could and that was my style of showing my ways of working too.

]]> 2024-02-14 10:27:12 UTC https://padlet.com/catherinekoroma/eb0xeljvf2bwn6ox/wish/2883293525 First work item - a new webform complaint catherinekoroma https://padlet.com/catherinekoroma/eb0xeljvf2bwn6ox/wish/2883297133

  • Jess comments about the variability of the order of complaints coming in. Things appear to have been better today, oldest cases appear to be bouncing through first.

  • Jess is very fluent across the case fields.

  • Pastes the templated notes from Switchboard

  • Finds the consumer account ABN on the webform to create the consumer account and pastes it into ABN Lookup

  • Jess showed me how even though the complaint was not NBN related the mandatory post code field meant that she needed to find the post code in the consumer profile (can hover to see) and then manually add. Showed some delight that the hovering saved time and clicks.

  • Jess explained that the complaint issues were fiddly and sometimes an single incorrect would cause all the ones already added to be removed and have to re add. Expertly navigated this tool a) Selected service type b) tier 2 keywords by typing a few characters and selecting the auto predicted selection.

    • ]]>     2024-02-14 10:31:25 UTC https://padlet.com/catherinekoroma/eb0xeljvf2bwn6ox/wish/2883297133     Second Work item - existing complaint in the DR Automation team workstream catherinekoroma https://padlet.com/catherinekoroma/eb0xeljvf2bwn6ox/wish/2883303756

  • sent the DR team a request to contact the consumer.

  • Ben V sent me the process guide for more context

    • ]]>     2024-02-14 10:38:41 UTC https://padlet.com/catherinekoroma/eb0xeljvf2bwn6ox/wish/2883303756     Third work item - urgent phone complaint catherinekoroma https://padlet.com/catherinekoroma/eb0xeljvf2bwn6ox/wish/2883306555 Call was longer than usual

    Caller was distressed

    Jess expertly gathered all the information needed from the caller, while reassuring them.

    Jess offered the caller askizzy.com.au as a resource for help.

    Jess decided that the complaint was urgent due to credit risk.

    Jess provided the case number over the phone and sent the consumer the referral email (after the double jacking ended).

    Right at the end of the call and while the consumer was still distressed and recounting their experiences the Jess' headphones began beeping as on low battery and about to fail, also Jess is trying to save the complaint and becomes focused on the alerts banner to work out what is missing and stopping the save. Jess remains calm, and poised - has to grab her back up headphones from her backpack, and the call doesn't drop before signing off.



    ]]>     2024-02-14 10:41:50 UTC https://padlet.com/catherinekoroma/eb0xeljvf2bwn6ox/wish/2883306555     Jess had a 3pm break for 15 minutes catherinekoroma https://padlet.com/catherinekoroma/eb0xeljvf2bwn6ox/wish/2883312189 Ben V and I discussed the DR automation process and who are the EROs who are part of the overflow team

    ]]>     2024-02-14 10:48:25 UTC https://padlet.com/catherinekoroma/eb0xeljvf2bwn6ox/wish/2883312189