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Welcome to Telgoo5 Support

Agent Screening Review Process

1. Introduction

This document serves as a guide for agents and helpdesk personnel handling the Agent Screening Review Process in Telgoo5. It outlines the scenarios in which an agent is blocked, the steps required for screening, and how to manage review statuses.

2. Overview of Agent Screening Review Process

The Agent Screening Review Process applies to blocked users attempting to log in through the Enrollment Portal. If an agent is blocked due to suspicious activity, they must complete the screening process to regain access. The system may block an agent for any of the following reasons:

  • VPN Usage

  • Hosting Environment Detection

  • Proxy Usage

  • Repeated Address Usage

  • Repeated DOB & SSN Entries

  • Repeated Name & SSN Entries

  • Repeated Name & DOB Entries

Note: Once the screening review is approved, the user in that category can be blocked again on the same day. However, in a different category, they can be blocked at any time. This is a random screening process, and agents can be blocked up to three times on the same day.

3. Error Messages and Agent Instructions

Agents attempting to log in while blocked will encounter specific error messages depending on the reason for their restriction. Below are the types of messages and the corresponding agent actions.

3.1 VPN Block Error

Message Displayed: Your account has been temporarily placed under screening due to login attempts using a VPN. Please complete the required screening process.

Action:

  • The agent must proceed to the screening process.

3.2 Hosting Environment Block Error

Message Displayed: Your account has been temporarily placed under screening due to login attempts from a hosting environment. Please complete the required screening process.

Action:

  • The agent must proceed to the screening process.

3.3 Repeated Address Block Error

Message Displayed: Your account has been temporarily placed under screening due to multiple duplicate entries for the same customer address. Please complete the screening process. If you have already submitted the required documents, please wait for verification.

Action:

  • The agent must submit necessary verification documents.

3.4 Other Duplicate Entry Block Errors

For Repeated DOB & SSN, Repeated Name & SSN, and Repeated Name & DOB, similar messages will be displayed.

Action:

  • The agent must submit identity verification as per system instructions.

4. Completing the Screening Process

When an agent is blocked, they must follow these steps to proceed with screening:

4.1 Selfie Submission

  • The system will prompt the agent to take a live selfie.

  • This step is mandatory.

4.2 Customer Photo Submission (Optional)

  • Agents may optionally upload a photo of the customer for additional verification.

4.3 Customer Identity Proof Submission

  • The agent must upload a valid identity proof of the customer.

4.4 Submission Confirmation

  • After all required documents are uploaded, the agent sees a confirmation screen with a 2-minute timer.

5. Reviewing the Agent’s Screening Status

Once submitted, the agent’s screening request enters the review process, and they may receive one of the following statuses:

5.1 Pending Review

Message Displayed: Your screening review is under process. Please wait.

Action:

  • The agent must wait for verification to be completed.

5.2 Denied Review

Message Displayed: Your screening request has been denied. Please contact support for further assistance.

Action:

  • The agent must reach out to the helpdesk for resolution.

5.3 Approved Review

Message Displayed: Your screening request has been approved. Click ‘Login’ to continue.

Action:

  • The agent can now log in successfully.

6. Agent Screening Review in Telgoo5 (Admin Panel)

A new feature, “Agent Screening Review”, is available under the Review Section in Telgoo5.

6.1 Features of the Agent Screening Review Panel

  • Permission-controlled access (PC1221)

  • Filters for agent status: Pending, Pending_Review, Rejected, Approved

  • Search by User ID

  • Export option for generating reports

 

 

6.2 Reviewing an Agent’s Submission

Admin reviewers can view the following for each agent:

  • Agent Selfie

  • Customer Identity Proof

  • Customer Photo (if uploaded)

They have two options:

  1. Approve – Allows the agent to log in.

  2. Deny – Blocks the agent from further access.

6.3 Notification Process

  • If Approved: An email is sent to the agent confirming approval.

  • If Denied: An email is sent to the agent stating the denial reason.