FINAL ASSESSMENT 08/09/2024

From: Arianemae Dee arianemae.dee@concentrix.com Sent: Friday, August 9, 2024 1:39 AM To: Princess Sta. Maria princess.stamaria@concentrix.com Subject: Re: Navigation Assessment | Wave 24

CORRECT

1. How can we determine the status of the transponder using violation account 4592580? -Click the violation id then click the trip Id to route in OUI then you will see the status of the transponder " Zero balance"

CORRECT 2. How to dispute the trip number 01H8MPMPB4J6R40MQC236R0PRP?

• Open OUI the customize the date of trip then put the trip id then search once the trip pop up click the trip then you will see a dispute button below the picture of the vehicle. After clicking the dispute put the reason why we're going to dispute the trip.

CORRECT 3. Can you provide the amount, zone, the entry point and exit point for the trip number 01H6WA0K5VPZH41SMZ2XP206GA.

• Entry and Exit: Prince William to seminary RD. Amount: $9.00 Zone: I 395

CORRECT 4. How to provide the FTF to an E-Z Pass customer disputing the charge on their E-Z Pass account using the trip number 01H6WA0K5VPZH41SMZ2XP206GA?

• Put the trip id then search once the trip pop up click the trip then you will see a modify button below the picture of the vehicle then fill up the details then change the amount to 0 the submit.

CORRECT 5. How to create a stakeholder account?

• Go to CBO Account then click the plus button then fill up the form.

CORRECT 6. How to register customers for MAT/FMAT Notifications?

• By going to miss a toll main and click the plus button on the upper side then fill up the form with the customer information.

CORRECT 7. How to create a ticket in CBO for accounts that need a review or supervisor call back?

• On the account in the lower part of the Vehicle and contact information you will see some green buttons hover you mouse in the green then click the ticket button fill up the form to create a ticket.

CORRECT 8.How to place notation in CBO?

• Go to the account of the customer then find the notes it's on the same lane of the violation, invoices, legacy court settlement and payment history -after you find the notes then add the notes about the call that happens.

CORRECT 9. How to add or update contact information in CBO?

• Go to the Account and you will see Contact information the click the pen you'll see it when you hover your mouse on the contact information then add.

CORRECT 10. How to process a payment for a violation in CBO?

• Click VIOLATIONS button
• Go to the account then below of the vehicle you'll see some green buttons then hover your mouse to see where the Pay button is the click the button pay then click the violation that the customer will pay then fill up the payment card details to process.

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1. How can we use violation account 4592580 to find out the transponder's status? -You can check the transponder's status via One UI. If you are in CBO with a violation account, click the trip ID to be taken to the OUI, where you can check the transponder's status.

2. What is the process for contesting trip number 01H8MPMPB4J6R40MQC236R0PRP? -To begin, you must search for the trip ID in OUI. After you have done so, you must put in the trip ID for the previous year, open the account, click the dispute, and indicate why the dispute was necessary.

3. Could you please provide the trip number 01H6WA0K5VPZH41SMZ2XP206GA, as well as the amount, zone, entry point, and exit point? Prince William to Seminary RD; -$9.00; -95Z1NB; 95Z2NB; 395Z1NB.

4. How can an E-Z Pass customer using trip number 01H6WA0K5VPZH41SMZ2XP206GA dispute a charge on their E-Z Pass account and receive the FTF? -Search the CX account in CBO. Under the customer's account, you will see a violation. Click the trip id to see the violation. You will then be taken to a user interface. Under the claim details, you will see modify. Click modify, fill out all the information, and submit.

5. How can a stakeholder account be made? -Go to CBO, select "Missed a Toll," then "+," and finally "Create Stakeholder Account."

6. How do clients sign up to receive MAT/FMAT Notifications? Click the plus sign in CBO, select "Missed a Toll," enter the email, the state, and the LPN, and make sure the start and end dates are November 29, 2059, before clicking "Submit."

DIFFERENCE BETWEEN:

• MAT = ALREADY HAPPENED / START TIME 12AM / START TIME 12AM / CHANGE ONLY START DATE-TIME / END DATE-TIME 12-31-2059 11:59PM
• FMAT = ABOUT TO HAPPEN / EVERY START OR MID OF CALL / START TIME 12AM / CHANGE ONLY START DATE-TIME / END DATE-TIME 12-31-2059 11:59PM

7.How do I open a CBO ticket to request a supervisor callback or account review? -To create a ticket click first the description or detail of the ticket then put what type of ticket is being raised then put a further detail based on he ticket type and select how many days sit should be process medium is for 3 to 5 business days, high is for 24 hours and lastly low after choosing it's click the assigned to the click submit to raise the ticket.

1. Where should I put my notes in CBO? -log in to the customer's account, select the violation number, scroll down to the "notes" option, click the plus sign, and then input the necessary data.

2. How can I update or add contacts in CBO? You can add or update contact information by opening the CBO, opening an account, scrolling down, clicking the pencil button, and entering all the updated information.

3. How does one go about making a payment for a CBO violation? If you are in CBO, you must search for the customer account. Once you find the violation, click on it, drop down the arrow, hover the mouse pointer over the icon, and choose Pay. Then, fill out the customer information, including the bank details, and submit.