Delayed Status
- Nicolle Tamparong (Deactivated)
If the Partner (or Requester) relays to the Provider that there will be a delay in the request, the Provider will move the request to the Delayed status. This can be done through the dashboard or through the session window.
From the dashboard, the Delay button (CT-57.2) will be available for requests that are either in the In Session or Notified statuses (CT-57.1).
CT-57: Delaying the Request from the Dashboard
From the session window, the Delay button (CT-58.4) will be under the Session Information tab (CT-58.3). For help with opening the session window, please see Viewing Assigned Requests.
CT-58: Delaying the Request from the Session Window
Once the Delay button is clicked (whether from the session window or the dashboard), a window will pop up that will prompt the user to select the reason for the delay, as shown in CT-59 below. Clicking on Set Reason will successfully change the request’s status to Delayed, and the Reason column in the dashboard will be updated with the reason selected.
CT-59: Changing the Status to Delayed
After the request has been set to Delayed, the request can either:
Move back to In Session once the delay is over
Move the request to Reassign, so the Access Center Representative can move the request to a different Provider
The Provider will only move the request back to In Session after the Access Center Representative has received information from the Partner that the delay is over.