Nuance Agent Quiz
Nuance Agent Knowledge Quiz
This quiz is designed to test your knowledge regarding the fun
Topics covered include:
- Client hosting terminology
- Ticket routing and escalation procedures
- Troubleshooting technical issues
- Communication protocols
What does it mean when a client is "Hosted" or "Hosted by Epic"
Epic manages traffic on Epic owned servers
Epic brings sack lunches
Epic manages traffic on client owned servers
Client manages traffic on Epic owned servers
Who/What is "Epic NOC"
When a computer is making a noise in epic
When epic is frozen
They are hosted by epic
The Epic group in charge of servers and clearing hung epic session
As of 5/14, if you get a technical computer based issue (epic lag, monitor issue, internet slowness, epic not popping up, Epic BLACK Screen, Imprivata issue, can't login to PC, can't login to Imprivata, etc.) what should you do?
Obtain needed information and cold transfer to help desk
Obtain needed information and warm transfer to the help desk
Obtain needed information and file a ticket to the Networking team
Obtain needed information and file a ticket to the Service Desk team
If you need to file a ticket for printer mapping, what team do you assign it to?
Enterprises Services
Service Desk
The team for each specific module, unless no specialty is identified, then Inpatient or AMB; otherwise ER to ASAP, Mother baby to Stork, Front desk to Cadence, etc.
Transfer the call to the help desk
Where can you find the Ticket routing matrix (ticket routing guide) and top 10 issues
On our shared drive (google drive) under client's name
On your computer under the download folder
On the Learning Home Dashboard
On group chats
If unable to resolve, where do most dragon issues get assigned to?
Service Desk
Enterprise Applications
Command Center
Dragon Group
How do you troubleshoot most dragon issues?
Call the help desk
File a ticket to Enterprise Applications
Reboot PC
Log out of Dragon and Epic, then refresh citrix and log back in
What has this client mentioned to be the most common details missed in tickets escalated to them?
Call back numbers, PC Name, MRN
Application module, date, users name
Call back number , blood type, assignment group
Call back number, Specimen ID, patient name and DOB
What should you do if someone requests an epic icon?
Inform them they can only use epic on-network
Identify if on or off network. If off network direct to Vmware, if on network look in Start Menu. If all else fails file a ticket
Dentify if on or off network, if off network, Check citrix portal, if on network file ticket
Identify if on or off network. If off network direct to Vmware, if on network look in Start Menu. If all fails warm transfer to helpdesk
Dragon Medical One (DMO): When user doesn't have a Power MIC option under their profile options, what is wrong, and what should be done
If under the profile options they only have mobile, the mic is not communicating with the PC or with the Citrix connection. Unplug, logout, plug in, check PC to make sure it recognizes the mic, refresh citirx, relaunch.. If PC never recognized mic, try a reboot of PC, if still nothing warm transfer to Helpdesk.. if PC did recognize mic but dragon still wont after logging out, file ticket to enterprise application with steps troubleshooting step prev taken..
Close all citrix related app, refresh citix and log back in.. If still not working file ticket to enterprise application
Call helpdesk for IT issue, and let them know the mic is not working
They are need to train the microphone
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