Update on NLI Training for State Operations Users

This is an update to the February 9 announcement regarding the upcoming NLI instructor-led training course for State Operations Users on February 23, 2017. Instead of being on-site, this course will be taught via WebEx and can be attended remotely from any location with a telephone, computer and internet connection.  The WebEx will be limited to 115 participants.

Following is more information about the course and instructions for how to enroll:

Non-Live Interaction (NLI) Training (WebEx)

Thursday, February 23 – 2:00 p.m. to 4:00 p.m.

Course Description

In this training users are provided with information on how to navigate the system in order to request or search for an NLI. The users will also gain an understanding of the call center and functional area Subject Matter Expert (SME) process for NLI request(s).

A Non-Live Interaction is a correspondence received via email.  The interaction is recorded, logged and forwarded via BSOC, to the appropriate Call Center workbasket for review and processing.

Course Objectives

 At the end of this training, the user will be able to:

  • Submit an NLI request
  • Identify NCTracks Operation Contact Center’s responsibility
  • Identify NCTracks Functional Area Subject Matter Expert’s (SME) responsibility
  • Search for NLIs within the Operations Portal

Registration

State Operations Users can register for the course in SkillPort.  Logon to the secure NCTracks Operations Portal and click the Other tab to select "Learning Management System." Once in SkillPort, select State Operations Training in the Catalog and open the folder labeled "ILT Remote via WebEx." The course can be found in the Call Center sub-folder. (Refer to the Quick Links on the public Operations Portal home page for detailed instructions on how to use SkillPort.)