GigOBot - What is it & How to Use it
What is Gig-O-Bot?
Gig-o-Bot is Omni's automated help-center agent that answers questions, and can direct you to particular Omnipedia Articles for more information. Think of them as an automated chat bot providing answers or directing you to the proper ticket escalation route if they can't help.
How do I use Gig-O-Bot?
Step 1: Open Gig-O-Bot
You can visit any Omnipedia Article page and click on Gig-O-Bot's chat icon
located in the bottom right hand corner to open or start a new session.
- Gig-O-Bot's icon is even on this article you are currently reading now!
Step 2: Select the option you need help with.
After opening Gig-O-Bot's chat you will notice it asks what it can help you with today. You will chose the option that is generally associated with your situation.
Step 3: Interact with Gig-O-Bot
Let's say that you need help with Time Adjustments/Scheduling; you will then interact with Gig-O-Bot selecting the best option that suits your Time or Scheduling Needs.
Step 4: Continue with your Conversation.
You will continue to select the best options that are associated with your question or need through Gig-O-Bot. In this photo example Drop Shifts was selected.
Step 5: Select your Program, Project, or Client Specific Brand.
If your request through Gig-O-Bot is client specific you will need to ensure that the proper Project is selected. For this example since dropping a shift is client specific a selection will have to be made for the client shift that needs to be dropped.
Please Note: You may need to scroll up or down in Gig-O-Bot's chat box to find your program.
Step 6: Verify your Program, Project, or Client Specific Brand
Gig-O-Bot will ask that the program or project that you select is the position that shows within Humanity. Select Yes, or No, to verify that the program or project you selected is correct.
Step 7: Enter Your Omni GBA Email
Gig-O-Bot will verify your information through your Omni GBA Email, you will need to enter your full email once Gig-O-Bot asks for this information.
- Please Note: If you enter an incorrect email when interacting with Gig-O-Bot if your issue or concern needs to be escalated, it will not route properly.
Step 8: Production or Certification?
Select whether you are in Production or Certification for the Program or Project that you have selected.
Step 9: Select the Date.
For this example since the interaction with Gig-O-Bot that was selected was dropping a shift, Gig-O-Bot will ask you to select the date of the shift you would like to drop. Click on the Shift date/time to open the calendar.
Step 10: Choose the Date & Time.
Once the calendar pops up you will need to choose the date and time for the shift you want to drop.
- Please Note: Make sure that your CORRECT time zone is selected when dropping a shift, Omni's default time zone is Eastern this can be corrected by clicking on the timezone link in the calendar.
Step 11: Click the Blue Submit
Once you have set your date and time for the shift you want to drop, you will then click on the blue Submit button.
Step 12: Complete the Chat.
You will complete the chat with Gig-O-Bot until it advises you you request, concern, or question is successful. Since the shift that was requested to be dropped within this scenario was outside of Omni's 48-hour policy, Gig-O-Bot did advise the GBA that they are unable to drop their shift.
Gig-O-Bot Video
Click Play to view an information video about Gig-O-Bot.
Important Information
What you need to know about Gig-O-Bot Requests:
Your Gig-O-Bot ticket request will go to the direct Omni Inbox for the department, in order to receive a resolution as soon as possible please use the below information when reviewing your Gig-O-Bot Requests:
1. ONE Request:
Our Omni Departments work to provide the best efficient resolutions or answers to GBAs, please only send one request at a time within 48-72 business hours. If your request has not received a resolution or answer within 72 business hours; please check your ORIGINAL Gig-o-bot request first. DO NOT create additional Gig-o-Bot chats or requests about the same issue or concern as this will delay receive a response or resolution further.
2. Check Your Request Status
If it has been 48-72 hours, please check the status of your request ticket first as a resolution or answer may have been provided to you. If you need assistance checking on the status of your request you can CLICK HERE to view the Omnipedia Article associated with checking ticket status requests.
3. Respond within the Original Request
If it has been 48-72 hours, and you have already checked your request status and it is showing open; please send a message to your ORIGINAL Request, asking for updated information. DO NOT create additional requests about the same issue or concern as this will delay receiving a response from our Omni Departments even further.
What are Tickets?
Omni
has multiple communication methods available to support you during your
business partnership! One of these communication methods are something
we call Tickets. Omni Strongly recommends the use of Tickets to collect
very specific information from you to better support your business.
Tickets can be created in 3 ways:
- Gig-O-Bot
- Direct Ticket Requests
- Emailing one of Omni's Support Departments
This
article will provide directions on how to complete Tickets using these
three ways, and information on which option is best to use when you are
within the Ticket creation process.
Gig-O-Bot Tickets
Gig-O-Bot Tickets are best used for:
- Earning Questions or Issues
- DESD/IT Support; unable to access tools
- Time Adjustment or Scheduling Support
- Digital Learning or Certification Questions
- Questions about Attendance
- Questions about Certification Extensions
- Technical issues with a Certification Module
- Signing Up for a New Gig
Creating Tickets with Gig-O-Bot
1. Open Gig-O-Bot
You can visit any Omnipedia Article page and click on Gig-O-Bot's chat icon:
located in the bottom right hand corner to open or start a new chat session.
- Gig-O-Bot's chat icon is even on this article you are currently reading now!
2. Select the Option You Need Help With
After
opening Gig-O-Bot's chat you will notice it will ask what it can help
you with today. You will choose the option that is generally associated
with your situation.
- For this Example Earnings was selected
3. Select the issue you have
After
selecting the Earnings option Gig-O-Bot will ask what issue you are
having with Earnings; select the best option that fit's your issue.
- For this example the "I want to know when do I get paid?" option was selected
4. Read the Omnipedia Article
Gig-O-Bot
will do it's best to show you the Omnipedia Article that is associated
with your concern. Click on the link within the chat box to open the
article in a new page and review the information within for possible
resolutions to your question.
5. Create a Ticket if Needed
If
the Article Gig-O-Bot provided to you did not answer your question,
then you can select the option to create a Ticket for your concern.
6. Production or Certification?
Select the best option that is associated with your Earnings concern.
- Production - If you have questions about hours worked during production time
- Certification - If you have questions about certification incentives
7. Select your Program, Project, or Client Brand
Once
you select Production or Certification, Gig-O-Bot will ask which
Project or Program you have a question about. Please ensure you select
the correct Project or Program so your Ticket can be routed correctly.
8. Enter your Name
Gig-O-Bot
will ask that you enter your name for the Ticket it will create for
you, if this information is prefilled make sure your name is spelled
correctly.
9. Enter your Omni GBA Email
You
will then have to verify your full Omni GBA Email address, if this
information is prefilled make sure your full Omni GBA Email is correct.
10. Provide Details
Provide
Details for the Ticket you are sending in through Gig-O-Bot, if this is
an Earnings issue, provide the Date and Hours worked for Production,
and Class or Wave number along with your Omni Day Date for
Certification. Specific Detailed Notes is the best practice.
11. Get Your Ticket Number
Gig-O-Bot
will provide you with your Ticket number and you will also get an email
through your Omni Zimbra Email that contains your Ticket number and
chat transcript with Gig-O-Bot.
Direct Ticket Requests
Direct Ticket Requests are Best used when:
- You've read all relevant Omnipedia Articles about your issue
- You've entered all information into Gig-O-Bot
- You only need to send one request
Sending Direct Ticket Requests
1. Visit Omnipedia
Click on the link above or go to the web address: https://omniinteractions.zohodesk.com/portal/en/home to visit the Omnipedia Home Page.
2. Click the "+" sign
Click on the plus sign and then select "Submit a Ticket"
3. Select the Appropriate Group
Click the "Submit Ticket" option under the best Group for your direct requests.
4. Fill out the Form
After
the Submit a Ticket Form opens for the group you've selected, please
complete all of the required information and provide accurate details
for your issue.
As a reminder:
- Name - Full Name you applied to Omni with.
- Email - Is your OMNI GBA EMAIL
- Phone Number - The best phone number to reach you
- Your Role - Your current role; i.e., FIS Credit Card GBA
5. Provide Details and/or Attachments
Provide
as much details as possible using the bullet points option and
attaching relevant files or screenshots that will assist the Group in
resolving your issue.
6. Mandatory Fields
You
MUST complete all mandatory fields before your direct ticket request
can be sent. Mandatory fields are marked with an asterisk (*) before the
section title.
7. Check for Updates
Once you have submitted your ticket, you can look for updates in the Tickets section in Omnipedia.
- If you would like to view detailed instructions on how to check your Ticket status Click Here to view the Omnipedia Article.
8. Closing or Closed Tickets
Once
your ticket has been updated and you have been assisted, your ticket
will be marked with the 'Closed' status. If you were able to find the
answer on your own and no longer need the ticket request you can close
the ticket yourself by clicking "Close Ticket."
Email Ticket Requests
Email Ticket Requests are Best Used When:
- You need to contact an Omni Support Department
- ADP: You need ADP Support and the ADP Omnipedia Articles are unable to provide a resolution
- Gig-Talent: You'd like to sign up for a new Gig, but Gig-o-Bot does not work
- Client Services: You have questions about contract requirements
- Verifications: When you need to verify your business partnership with Omni
- Schedules: When you need to schedule time off, and it is below the 48 hour grace period to release through Gig-O-Bot
How To Send Email Ticket Requests:
1. Read Omnipedia First
Read all relevant Omnipedia Articles about your issue before sending and email or placing a ticket.
- Gig-O-Bot & Omnipedia should be your first stop when requesting assistance.
2. Enter Accurate Information
Enter
all information into Gig-O-Bot, your Ticket Request, or Email Request
as accurately as possible. If there are errors with the information this
can cause a delay in your resolution.
3. ONE Ticket or ONE Email ONLY
Only
submit one ticket or send one email; if there is more than 1 ticket or
email sent in this will cause a delay in your resolution response from
the proper department.
4. Directory List for Emails
If your credentials are deactiveated and you are unable to submit a ticket please visit https://omniinteractions.zohodesk.com/portal/en/kb/articles/omni-contact-information or click on the "Directory List for Emails" Link to view the Omni email directory.
Important Information
What you need to know about Requests:
The
contact information will go to the direct Omni Inbox for the
department, in order to receive a resolution as soon as possible please
use the below information when sending in your email requests:
- Subject: 4-5 Word Title for Assistance Request. i.e., Earnings Question Regarding...
- Description: Please
make this as accurately detailed as possible to receive the fastest
resolution. You may even attach files, screenshots or photos related to
your request.
- ONE Request: Our
Omni Departments work to provide the best efficient resolutions or
answers to GBAs, please only send one request at a time within 48-72
business hours. If your request has not received a resolution or answer
within 72 business hours; reply to your ORIGINAL email request or ORIGINAL ticket request asking for updated information. DO NOT create additional requests about the same issue or concern as this will delay receive a response or resolution further.
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