Often we have some TL Entries seemingly in WaitList forever. Usually, the reason for this is that TLMs have already looked at the TL Entry but are not confident enough to Confirm it or are looking for more inputs from the Member regarding the source, etc. And this delay eventually causes the TL to move down the list and lose priority. The member meanwhile gets frustrated that his TL Entries are being neglected.
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To resolve this, we shall soon also have an "RAC" Stamping option for TL Entries. If the TL Update...
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is not straightforward or there are questions/doubts about the Entry, TLMs may stamp it "RAC", along with their concerns/questions, so that other TLMs and the member may provide answers or discuss the issue. Stamping a TL as RAC means:
The TL Entry is "In Progress". TLMs are waiting for more info, answers to questions or are actively discussing the issue.
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Stamping a TL RAC will bring it to the TOP forcing other TLMs to look at it and provide their inputs. Also, it will provide useful feedback to the members that they need to quickly answer questions if they want to move that TL to Confirmed status. If the TL remains in RAC for more than a day, it will get auto-Voided.
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This way, all TLs are expected to move quickly to either Void or Confirmed.
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The EXACT same thing will also be implemented for Complaint Entries. If a Complaint Entry is stamped RAC, that means that the issue is being actively discussed by FMs.
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Repeat: After 1 day in RAC, if that TL/Complaint Entry is not Confirmed, it will get auto-Voided due to lack of resolution.
Thanks.