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WLE launch

Elizabeth Riefler

WLE launched on the web App in the select MSAs March 19, 2025 at 11am PST, (these are the MSA that also have auto-triggered early clock out WLE notification, handled by a small batch of 6 agents).

HCF Support was trained to the WLE content that pertains to them prior to this launch.  All guide content was published and announced to HCF support here.  

WLE post-test MSA launch tracking - HCF KOps | I will keep this doc up to date with content updates and announcements to the team we make post-launch.  The Customer Call Review section contains the HCF Support Inbound WLE call reviews I am monitoring for learnings and updates to content/training.  I will also log customer calls I make to customers to learn about their WLE experience.

 

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3 comments

Date Votes
  • Elizabeth Riefler

    Prepping for WLE global launch that is tentatively set for this week.  I am pulling guide and training content updates from:

    Main updates to make as of 4/1:

    • Remove the MSA disclaimer, remove the old flows we used for ‘Shift Abandonment’ and ‘HCF is okay with Professional Leaving Early’ that are now replaced by WLE.
    • Make the process improvement on how we verify worked hours related to WLE cases when a professional hasn’t clocked out yet.
    • Give guidance on how to ask if a professional left with permission and navigating when HCF does not want to make the call.
    • Answer "What's the difference between sent-home and WLE" to the feature guide FAQ.
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  • Elizabeth Riefler

    WLE launched globally 4/8 7AM PST, announced here.

    Post-global launch call monitoring & customer calls will be tracked in the following docs (to be handled by Libby, Sharfin, and Evan):

     

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  • Shar

    4/17 - A bug is ongoing with Maple shifts where WLE w/replacement is not triggering an urgent shift. Eng is working on a fix, but for now agents are asked to post a shift manually with 2x pay. I have updated the SOP with this text - 

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