This guide will help you navigate the process of identifying and resolving custom issues in census data using the Stax.AI CX platform. You'll learn how to address automatically detected issues, create new custom issues, and collaborate with your plan sponsor to resolve them efficiently.
Understanding Custom Issues
Custom issues help identify and collaborate on resolving discrepancies in census data such as misspelled names, incorrect hours worked, or faulty compensation information.
These issues can be highlighted for the plan sponsor to address directly within the client portal.
Launching an Annual Census Review Project
To start resolving issues, first ensure that an annual census review project is active in your company’s CX client portal.
This usually indicates that the plan sponsor needs to review and update census details such as Social Security numbers and payroll records.
Identifying and Adding Custom Issues
Automatically detected issues will appear with an exclamation icon. Click on a participant to view these issues.
To address potential issues like unusual hours worked, use the Add Issue button to create a custom issue.
A custom issue can relate to different fields, such as hours worked and gross compensation.
Creating and Managing Custom Issues
Select the fields for your custom issue, such as compensation and hours, and categorize them under one issue in the portal.
Any created custom issue will appear in the issues dialogue for easy review.
If needed, create another custom issue to verify specific employment details, like confirming whether a participant is a full-time employee.
Reviewing and Submitting Resolutions
In the client portal, the plan sponsor can review detected issues and provide updates. Correct any discrepancies directly in the portal.
Once all necessary corrections are made, the plan sponsor can submit their responses.
A submitted response indicates the plan sponsor has either updated or approved the existing data.
Finalizing Custom Issues
After submission, verify the updated information for correctness. You can then choose to resolve the issue if everything is in order.
If corrections are necessary or clarity is needed, decline the submission for further review.
Once resolved, the issue will be removed, and the participant's details will display the updated information driven by the plan sponsor’s inputs.
By following these steps, you can effectively manage custom issues in census data using the Stax.AI CX platform. These tools help streamline communication with plan sponsors and ensure data accuracy.