OVERDUE Tickets are issued so that SpeakWrite Management can keep an eye on jobs that are taking longer than 2.5 times the length of the audio to complete. For example, a 20-minute audio should take around 50 minutes for a typist to transcribe. A 5-minute audio should take around 13 minutes to complete. The OVERDUE job alerts allows Management to keep track of the progress on a job so that it does not get sent back late to the client.
Ticket Verbiage
Please respond to this ticket immediately. Your current job is overdue, and we need to know in detail why the job is overdue, whether the problem is on-going, what you are doing about it, how much more audio you have left to type, and how long you estimate before completion. PLEASE DO NOT CLOSE THIS TICKET. If this ticket is not responded to within 5 minutes, this job will be requeued and the typist supervisor will be notified.
The following section will break each part of the OVERDUE Ticket down and explain how you should respond when you receive one.
Please respond to this ticket immediately.
Make sure that you DO NOT ignore the ticket simply because you feel you will be able to submit the job before time is up and the Help Desk has to requeue. As soon as you hear the ticket alert go off in TypeEasy, you should pause the audio, stop typing and take a minute to respond back to the ticket. We understand that sometimes you are going to get an OVERDUE Ticket a few minutes before or right as you submit a job. Rather than closing the ticket after submitting the job, you MUST reply to the ticket before submitting the job. If the job has already been submitted before receiving the notice, you still need to respond to the ticket that the job has been completed. The Help Desk will then give you permission to close the ticket.
Your current job is overdue, and we need to know in detail why the job is overdue, whether the problem is on-going, what you are doing about it, how much more audio you have left to type, and how long you estimate before completion.
When you reply to an OVERDUE Ticket, we need a detailed response. Responses such as submitting shortly, still working on it or proofing are not acceptable. A follow-up response will be sent by the Help Desk.
OVERDUE MORE INFO NEEDED – Thank you for letting us know. However, we need more details. Please provide us with where you are at in the audio and an estimated time until completion. Thanks!
We understand that it can be frustrating to get multiple interruptions from a ticket. However, if a ticket is answered with the details needed, we will not need to send a follow-up response.
Please make sure when you are responding to an OVERDUE Ticket that you try to give us an accurate estimated time until completion. For example, if you have 30 minutes left in audio, please do not tell us that the job will be completed in 10 minutes. We know that a job roughly takes 3 times the length of the audio to complete and can tell that this is not an accurate estimate. We need as accurate an estimate as possible so that we can monitor the job internally.
PLEASE DO NOT CLOSE THIS TICKET.
If you close an OVERDUE Ticket before the job is submitted, the system will automatically force the ticket back open with the following response:
(system generated) Ticket closed. The current job still appears to be overdue, if you have not already contacted management please respond to this ticket immediately. Please do not close this ticket.
If this happens, we will need you to respond to the ticket again.
If this ticket is not responded to within 5 minutes, this job will be requeued and the typist supervisor will be notified.
If we do not receive a prompt response, the Help Desk will send the canned response:
OVERDUE JOB STATUS - Please respond with the current status of this job. If I do not receive a response within the next 5 minutes I will need to requeue the job. Thank you.
A typist has a total of 10 to 15 minutes to respond before the job is requeued. This does not mean that if you feel a job can be submitted within that amount of time that you do not have to answer the ticket. Please make sure to ALWAYS answer OVERDUE JOB tickets or you do risk the chance of having it requeued and losing the pay for all the work you have completed up to that point.
Example of an ideal response to an OVERDUE Ticket:
OVERDUE job tickets are not issued because a typist is in trouble for taking too long on a job, but rather it is a useful tool to allow management to make sure the job is on track to meet our turnaround time. However, occasionally management has to take a look at the bigger picture. If we are told it will take 10 minutes to complete a job and half an hour later the job is still not complete, we have to take a closer look at the job and what might be causing the delay. We then decide if a typist should keep a job or if it would be better for the client's overall product to be assigned to someone else. Please note that we do not requeue jobs lightly. We attempt to give a typist every chance possible to be paid for the job that they are working on. When we do have to make the decision to requeue, we have reached the point where it is absolutely necessary to do so.
OVERDUE Tickets are a measurable statistic for performance reviews. While one OVERDUE Ticket on a particular job is not necessarily bad, if you are receiving OVERDUE Tickets on a majority of your jobs, this is cause for management concern. Management understands that new typists will have a higher percentage of OVERDUE Tickets but by the time you have been with SpeakWrite for 90 days, 10% or less of your jobs should have OVERDUE Tickets on them.
Technical Issues that may cause a Job to Become OVERDUE
If you have technical issues that cause a delay for the job you are working to complete, a Help Ticket should be opened for that job before an OVERDUE Ticket populates. The first time you inform us of an issue should not be on the OVERDUE Ticket. If an issue arises that causes an OVERDUE job to populate, the Help Desk should already be aware and should be working with you to resolve the issue. If the issue cannot be resolved in a timely manner, the job should be requeued. Waiting until an OVERDUE ticket populates to inform us of technical issues could cause a severe delay in getting the job to the client within turnaround time.
An OVERDUE Ticket on a Group Conversation (GC)
While we understand that a Group Conversation takes longer to complete than a regular job, an OVERDUE job ticket can still sometimes populate. When this happens, you need to reply with the same information as you would on a non-GC job.
Even if an OVERDUE Ticket does not get sent, this does not mean that you should take excessive time completing a GC. Keep in mind that these jobs should not take more than 5 to 6 times the length of the audio (ex. a 10-minute GC should not take more than 50 to 60 minutes to complete). If you surpass this length of time (even if no OVERDUE Ticket has been sent), the job is significantly late.
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