EQRS/NQRS — Internal Revenue Manual Part 21. Customer

The table below includes all EQRS/NQRS attributes. Attributes specific to various SPRGs can be found on the Master Attribute Job Aid, which can be accessed from the Database or from the EQ SharePoint site, EQRS/NQRS Campus Support Site (EQ Web).

Att #

Tab

Attribute Name

Operational Definition

Bucket

001

Opening/Taxpayer Identification

Professional Greeting/Opening (Phone)

Use this field to identify if the employee opened the call in a professional manner.

002

Opening/Taxpayer Identification

Employee Identification

Use this field to identify if the employee identified themselves as required (name, ID Number).

003

Opening/Taxpayer Identification

Taxpayers Issue(s) Identified/Addressed

Use this field to identify if the employee used probing, targeting, listening and paraphrasing to identify and address the taxpayer's issue(s). For paper properly identified and addressed the issue(s) stated in the taxpayer's correspondence.

004

Opening/Taxpayer Identification

Appropriate Call/Contact Transfer

Use this field to identify when an employee correctly identified and transferred a call/contact following established guidelines without resolving the taxpayer/customer's issues.

005

Opening/Taxpayer Identification

Phone/Contact Purpose Statement

Use this field to identify if the employee explained the process or actions to be taken when on the phone/during the contact and when appropriate.

006

Opening/Taxpayer Identification

Paper Purpose Statement

Use this field to identify if the employee explained the process or actions to be taken in their response when appropriate.

007

Opening/Taxpayer Identification

Disclosure Met

This field is a roll up of 008-014, 016, 021-025. If one of the attributes is marked "N," this attribute is "N."

008

Opening/Taxpayer Identification

Verify TIN Roll-up to 007

Use this field to identify if the employee verified the taxpayer's SSN, EIN, or IRSN online or from correspondence.

009

Opening/Taxpayer Identification

Verify Name Roll-up to 007

Use this field to identify if the employee verified the taxpayer's name online or from correspondence.

010

Opening/Taxpayer Identification

Verify Address Roll-up to 007

Use this field to identify if the employee verified the taxpayer's address online or from correspondence.

011

Opening/Taxpayer Identification

Verify Date of Birth Roll-up to 007

Use this field to identify if the employee verified the taxpayer's date of birth.

012

Opening/Taxpayer Identification

Verify Filing Status Roll-up to 007

Use this field to identify if the employee verified the taxpayer's filing status.

013

Opening/Taxpayer Identification

Verify POA/3rd Party Designee Roll-up to 007

Use this field to identify if the employee verified the Power of Attorney (POA) or 3rd Party Designee (TPD) verbally, on-line or from correspondence.

014

Opening/Taxpayer Identification

Verify Ofc/Signatory Roll-up to 007

Use this field to identify if the employee verified the corporate officer or signatory information.

015

Opening/Taxpayer Identification

Unauthorized Disclosure Roll-up to 007

Did the employee properly stop from disclosing sensitive information when it is determined that the information on the account appears to be suspicious.

016

Opening/Taxpayer Identification

High Risk/Additional Authentication Roll-up to 007

Use this field to identify if the employee followed the high-risk criteria per IRM guidelines before providing confidential tax information.

017

Opening/Taxpayer Identification

Ceasing Disclosure to Unauthorized Third Party

When an unauthorized 3rd Party identifies themselves or is discovered through research, did the employee properly stop from disclosing sensitive information.

018

Opening/Taxpayer Identification

Accepted/Solicited Info from Third Party

Use this field to identify if the employee accepted/solicited information from a third party and took appropriate action when applicable.

019

Opening/Taxpayer Identification

Professional Greeting/Opening (Paper)

Use this field to identify if the employee opened correspondence by selecting, writing, or providing any input into an "Opening Paragraph," that states the reason for initiating or sending a letter.

020

Opening/Taxpayer Identification

Potentially Abusive Non-Electing Spouse (PANES)

Use this field to identify if the employee correctly identified the case to be PANES.

021

Opening/Taxpayer Identification

Additional ITIN Verification/Requirements Met Roll-up to 007

Use this field to identify if the employee covered additional ITIN verification including name at birth, country of birth and country of citizenship.

022

Opening/Taxpayer Identification

Verify POA Scope of Authority Roll-up to 007

Use this field to identify if the employee verified the POA Scope of authority either from CAF (or other internal control system) or from correspondence documents.

023

Opening/Taxpayer Identification

Verify Reporting Agent Roll-up to 007

Use this field to identify if the employee verified reporting agent information per the IRM.

025

Opening/Taxpayer Identification

Verified disclosure using photo ID or other probing methods Roll-up to 007

Use this field to identify whether the employee requested a photo ID from the customer.

026

Opening/Taxpayer Identification

Verify TP Had All Return Preparation Documents

Use this field to identify whether the employee verified that the customer brought all documents required for Tax Return Preparation.

027

Opening/Taxpayer Identification

Verified TP Met FA Return Preparation Criteria

Use this field to identify whether the employee verified that the customer met the current tax year Return Preparation Criteria.

028

Opening/Taxpayer Identification

Required IRC 6104 TE/GE Disclosure

Use this field to identify whether Employee properly addressed an IRC 6104 Disclosure (TE/GE ONLY).

029

Opening/Taxpayer Identification

TP Rights

Use this field to determine if the employee advised the TP/POA of all rights.

030

Opening/Taxpayer Identification

Disclosure to Authorized State

Use this field to identify if the employee disclosed taxpayer information to the authorized state under the Fed-State Exchange Agreement.

031

Opening/Taxpayer Identification

Customer Identification (Phone)

Use this field to identify if the employee verified the customer's phone number, name and/or SEID.

032

Opening/Taxpayer Identification

Security Guidelines Followed

Use this field to determine if the employee followed proper security responsibilities.

034

Opening/Taxpayer Identification

PPS Clients Handled

Use this field to identify if the employee handled the appropriate number of clients during a PPS Call.

035

Opening/Taxpayer Identification

Compute Account Adjustment

036

Opening/Taxpayer Identification

Issue Identification

Use this field to identify if the employee correctly identified the customer's problem.

037

Opening/Taxpayer Identification

Verification Completed

Use this field to determine if employee completed proper disclosure/verification using the correct/applicable online tools and systems.

038

Opening/Taxpayer Identification

Documented third party contact information

Did agent document ticket with information from the third party calling for the customer? Was contact phone number included in ticket description (ex., death of an employee)?

039

Opening/Taxpayer Identification

Authenticate Requester Authority

Use this field to indicate if the employee determined if requester was legally authorized to obtain the requested information and/or the employee provided the appropriate information in accordance with disclosure law, policy, procedures and the IRM.

040

Opening/Taxpayer Identification

Was the author contacted?

Use this field to identify if the employee contacted the author, if necessary.

041

Opening/Taxpayer Identification

Does the PM Record reflect accurate Categorization?

Use this field to determine if the employee updated this information to ensure accurate categorization of the Problem and Known Error Records.

042

Opening/Taxpayer Identification

Mini-Miranda

Use this field to identify if the employee delivered the Mini-Miranda rights pursuant to the Fair Debt Collection Practice Act (FDCPA).

043

Opening/Taxpayer Identification

Recorded Call Verification

Use this field to identify if the employee advised the possibility of the call being recorded.

044

Opening/Taxpayer Identification

Is there a listing/report posted to SharePoint/Current system?

Use this field to identify if there is a current ECL posted.

045

Opening/Taxpayer Identification

Does the report reflect correct GSA building number and street address?

Use this field to identify the correct building number and information are displayed.

046

Opening/Taxpayer Identification

Does the report reflect the correct facility's business hours?

Use this field to identify that the correct business hours for the facility are reflected on the ECL.

047

Opening/Taxpayer Identification

Does the ACR reflect the correct Points of Contact and Alarm Vendor Information?

Use this field to identify the correct POC and Vendor information is displayed.

100

Research/Refer

Complete Research-Account Related Systems

Use this field to identify if the employee properly researched and interpreted account related systems such as IDRS, CFOL, AUR, ACS, AMS, RGS, CEAS, EITC, ICS, CDPTS, AOIC, ASFR, ISTS, etc., correctly.

101

Research/Refer

Appropriate Referral/Case Transfer

Use this field to identify if the employee referred, routed or transferred the taxpayer's case or inquiry to the appropriate function. (Including Form 4442 and call transfers where one or more of the customer's issues were resolved).

102

Research/Refer

Identified Taxpayer Advocate Service

Use this field to identify if the employee identified and took appropriate action on cases meeting Taxpayer Advocate Service (TAS) criteria.

103

Research/Refer

Complete Research-Outside Agency Systems

Use this field to identify if the employee properly researched any outside government agency and/or commercial system(s).

104

Research/Refer

Required Contacts Made

Use this field to identify if the employee made all appropriate contacts (internal or external) to assist in case processing.

105

Research/Refer

Processability Screening

Use this field to identify if the employee determined if the Offer in Compromise or Innocent Spouse (Form 8857) or the CCP case is processable.

106

Research/Refer

Verify CAF Number

Use this field to determine if the employee verified the CAF number or that the account exists on the RAF system.

107

Research/Refer

Verify Appropriate Signatures and Dates

Use this field to identify if the employee verified the appropriate signatures and dates.

108

Research/Refer

Verify Presence of POA Designation Code

Use this field to determine if the employee verified the presence of the POA designation code.

109

Research/Refer

CAF/RAF Verified Presence of Forms and Years on POA Form

Use this field to identify if the employee verified the presence of the forms and years on the POA Form.

110

Research/Refer

Appropriate Handling of POA

Use this field to identify if POA was appropriately referred to CAF and/or Determination Processing when valid, or not referred when invalid.

111

Research/Refer

Tax Law Research

Use this field to determine if the employee conducts proper research using code, regulations, IRS published services, and other available sources.

112

Research/Refer

Policy and Procedure Research

Use this field to determine if employee conduced proper research using IRS publications and on-line research tools and determined the correct course of action.

113

Research/Refer

Verification Completed

Use this field to identify if the verification has been completed.

114

Research/Refer

Verification Justified

Use this field to identify if a return was correctly selected for verification.

115

Research/Refer

Signature Verified

Use this field to identify if the employee properly verified that the consent form/return was signed by the taxpayer/customer.

116

Research/Refer

Complete Research e-help Systems

Use this field to identify if the employee properly researched e-help related systems such as Control D, EMS, EPRS, EARS, TRDB, TPDS, and EUP, etc.

117

Research/Refer

SLID (Sequenced Lien Identification Number)

Use this field to identify if the employee properly researched and verified the SLID or Taxpayer's SSN or EIN when accessing through the Automated Lien System (ALS).

118

Research/Refer

Management Approvals

Use this field to identify if the employee obtained the appropriate management approvals.

119

Research/Refer

Complete Research - Check Related

Use this field to identify if the employee took the appropriate actions with Remittance (Checks).

122

Research/Refer

Complete Research - Payroll Processing Systems

Use this field to identify if the employee properly researched and interpreted account related systems such as HR Connect, NFC, SETR/TARS.

123

Research/Refer

Complete Remittance Research - Check Related

Use this field to identify if the employee took the appropriate actions with Remittance (Checks).

124

Research/Refer

7 Front-End questions answered

To verify if technician asked sufficient questions to identify the customer's issue.

125

Research/Refer

SD Tier 2 Support and/or UNS PM Triage Documented

Determine if technician followed SD Tier 2 Support/UNS PM triage process, including contacting their peers in their respective CSS OCS session, contacting their leads/GS-2210-11/12s and then contacting PM via OCS BEFORE escalating the ticket to PM.

126

Research/Refer

Knowledge base searched and results documented

Determine if technician searched for knowledge articles and documented the findings of their research.

127

Research/Refer

Known Error Knowledgebase documented as checked

Determine if technician searched known error database for possible known error resolution.

128

Research/Refer

Documented the customer was asked about other IT issues and/or that IRWorks was researched

Determine if technician used IRWorks’ feature to check for other open tickets for the customer and ensured customer had no other issues.

129

Research/Refer

Complete Research

Determine if the specialist researched Knowledgebase, utilized correct PWM tools and followed proper transfer procedures.

130

Research/Refer

Required Contacts Made or Research Completed

Determine if technician followed the UNS PM triage process, including contacting their leads/GS-2210-11/12s and then contacting PM BEFORE escalating the ticket to PM.

131

Research/Refer

Policy and Procedure Research/Determination

Use this field to determine if employee conducted proper research using on-line research tools and determined the correct course of action, seeking advice and assistance from appropriate sources when needed.

132

Research/Refer

Computer/System Security

Use this field to determine if the employee adhered to proper computer system/cyber security requirements when addressing customer issues.

133

Research/Refer

Following Established Policies and Guidelines

Use the field to determine if the employee followed appropriate procedures for resolving the customer's issue.

134

Research/Refer

Created interaction (ticket) for each issue (or multiple issues)

Agent should create an interaction for every customer contact/issue.

135

Research/Refer

Processed ticket according to ERC Procedures

Did agent select the correct Area, Sub-Area and Auto Assignment for the issue.

136

Research/Refer

Provided ticket cycle time

If applicable, did the agent provide the customer the incident number and expected time frame for resolution?

137

Research/Refer

Search/Locate records

Use this field to determine if the employee performed relevant research to locate the requested information.

138

Research/Refer

Promotion of Alternative Service Options

Use this field to identify if the employee offered the alternative service options applicable to the taxpayer's inquiry.

139

Research/Refer

Is it documented why the ticket was reassigned to another Assignment Group?

Use this field to determine if the specialist clearly documented the reasons why they reassigned the ticket to another service provider.

140

Research/Refer

Appropriate First Responder POC listed

Use this field to indicate that the appropriate First Responder POC is listed.

141

Research/Refer

All POC listed on the ECL current and listed in appropriate order

Use this field to indicate that all POC is listed are current and in the appropriate order.

142

Research/Refer

All POCs listed phone numbers are accurate/current

Use this field to indicate that the contact numbers listed on the ECL are current and accurate.

143

Research/Refer

Does the ACR accurately reflect the SDR listing?

Use this field to identify the alarms listed on the ACR is complete.

144

Research/Refer

Is each alarm point labeled correctly?

Use this field to identify each listing displays a complete location description.

145

Research/Refer

Does each alarm point indicate a testing result from the vendor?

Use this field to identify that each alarm point has a pass or fail result from testing.

146

Research/Refer

If an alarm point was not tested or failed, is there evidence of follow up testing?

Use this field to identify if follow up testing records are available.

147

Research/Refer

If an alarm point was not tested or failed, were compensatory measures put in place?

Use this field to identify that failed alarm points have evidence of compensatory measures enacted if the alarm point could not be repaired at the time of testing.

148

Research/Refer

Is the post testing alarm report attached to the ACR?

Use this field to indicate that if the post testing alarm report is attached to the ACR file.

149

Research/Refer

If there is a VSS at this facility, are all four VSS equipment questions answered on the ACR?

Use this field to indicate if a VSS system is present at the facility and if so, have all four questions on the ACR have been answered.

150

Research/Refer

Is there documentation of specific actions taken and an IRWorksTicket Number?

Use this field to indicate if the IRWorks ticket number is provided if question 1-4 has a 'No'.

151

Research/Refer

Is the vendor signature present?

Use this field to identify that the vendor has provided the date of testing on the ACR.

152

Research/Refer

Were BU Managers provided written instructions and emergency contact guidance?

Use this field to identify that the BU managers were provided written instructions and emergency contact guidance.

153

Research/Refer

Were alarm annunciations reviewed for issues?

Use this field to indicate if the report was completely reviewed and all alarm point annunciations have been addressed.

154

Research/Refer

If an alarm point was malfunctioning, is there notation of corrective action taken?

Use this field to indicate if the report has notations of.

200

Collection

Verify Full Compliance

Use this field to identify if the employee verified full compliance through appropriate research when required. For Field Assistance, this includes using other means such as inspection, inquiry, etc., as appropriate.

201

Collection

Determine the Taxpayers Ability to Pay

Use this field to identify if the employee determined/analyzed the taxpayer's eligibility for a PDC installment agreement or ability to pay. This includes full pay, partial pay, short-term extension, non-streamline, streamline, CNC and OIC.

202

Collection

Telephone Contact Attempted

Use this field to identify if the required telephone contact attempts were made on a case.

203

Collection

Lien Determination/Filing

Use this field to identify if the employee followed appropriate Lien Determination/Filing procedures.

204

Collection

Warned of Enforcement Action

Use this field to identify if the employee appropriately informed the taxpayer/customer of the specific enforcement actions the IRS may take or the consequences if the taxpayer's commitment is not met.

205

Collection

IA/Extension to Pay Input

Use this field to identify if the employee properly input all aspects of the extension to pay/installment agreement on IDRS (payment amount(s), payment date(s), ALN, OC, user fee, cross reference all indicators, etc.)

206

Collection

IA Guidance

Use this field to identify if the employee gave the taxpayer/customer all required IA guidance, verbally or through correspondence, including the terms and conditions IRS requires to grant and maintain an agreement. This also includes encouraging DDIAs and PDIAs, and sending out any necessary paperwork, such as Form 2159, required to complete the agreement. This attribute applies to all types of agreements.

207

Collection

IA Regulations

Use this field to identify if the employee addressed and satisfied all legal requirements when deciding and working an installment agreement. This includes guaranteed installment agreements, properly addressing user fees, pending IAs (TC 971, AC 043), and rejected installment agreements.

208

Collection

Requested/Secured Financial Information

Use this field to identify if the employee requested or secured financial information when required (i.e., IA above streamline, CNC hardship, OIC).

209

Collection

Levy(s) Issued

Use this field to identify if the issuance or non-issuance of the levy was appropriate, i.e., levy sources were exhausted before transferring a case to the queue or closing Unable to Locate/Contact (UTL/UTC).

210

Collection

Levy Source(s)

Use this field to identify if the employee secured and updated levy sources as required by the IRM.

211

Collection

Statutory Condition Levy Release

Use this field to identify if the employee made the appropriate decision to release a levy based upon any of the following statutory conditions: levy issued prior to the expiration of 30 day notices period, economic hardship, collection statute has expired, TP makes an IA unless the IA provides otherwise, or if a liable spouse known to reside at an address other than the one on the entity screen was not sent a due process notice. If the release was appropriate, took timely and appropriate action to issue levy release.

212

Collection

ACS Case Moved to Appropriate Function

Use this field to identify if the employees input the correct ACS history code to reassign cases to another ACS function or area. This does not include follow-up dates or literals.

213

Collection

Determine/Discuss Cause and Cure

Use this field to verify that the employee addressed the cause and cure of the taxpayer's delinquency when required.

214

Collection

Consideration of ETA/Special Circumstances

Use this field to determine if the employee considered special circumstances.

215

Collection

Determination ETA/Economic Hardship/Compliance

Use this field to identify if the ETA economic hardship or compliance was substantiated.

216

Collection

Financial Documentation Complete and/or Verified

Use this field to identify if the employee properly evaluated the case to determine if all necessary information was provided.

217

Collection

IA Defaults/Reinstates/Revision/Suspensions Determination

Use this field to identify if the employee made the correct determination when working with an IA default, reinstatement/revision or suspension.

218

Collection

Release Lien

Use this field to identify whether the employee appropriately released a tax lien when the customer's account was paid in full.

219

Collection

COIC Application Fee

Use this field to identify if the employee properly determined that the taxpayer was required to submit the application fee.

220

Collection

CNC Terms/Conditions/Requirements

Use this field to identify if the employee advised the taxpayer of all CNC terms, conditions, and requirements before closing an account as uncollectible.

221

Collection

Explanation of IRS Levy

Use this field to identify if the employee gave the correct instructions on how a Notice of Levy should be processed.

222

Collection

Terms, Conditions, Requirements of OIC

Use this field to identify if the employee informed and advised the taxpayer/customer of the conditions of an OIC and of the submission requirements.

223

Collection

Procedural Condition Levy Release

Use this field to identify if the employee made the appropriate decision to release a levy based upon any of the following procedural conditions: liability is no longer due, Final Notice sent but not to the most recent confirmed address, TP filed for bankruptcy, entity is a LLC, or a TC 780 has posted to an account. If the release was appropriate, took timely and appropriate action to issue levy release.

224

Collection

Managerial Approval for Enforcement

Use this field to determine if the required approval was secured for enforcement actions.

225

Collection

Appropriate Approval

Use this field to determine if appropriate approvals were secured based on the type of closure.

226

Collection

Comply with TP Rights

Use this field to identify if the employee complied with the taxpayer's rights.

227

Collection

Lien Fees Assessed

Use this field to identify if the employee properly determined that the taxpayer was required to submit the application fee.

228

Collection

Route Billing File

Use to identify if employee correctly routed billing file for county payment of lien filing fees to Beckley Finance Center.

229

Collection

Schedule Analysis

Use this field to identify if employee accurately reviewed schedules and Statement of Financial Affairs to determine equity in debtors' assets to ascertain collectability of discharged liability.

230

Collection

Discharge Determination

Use this field to identify if employee properly reviewed reports and taxpayer transcripts to determine dischargeable taxes in accordance with Bankruptcy Code.

231

Collection

Stay/Discharge Violation Resolution

Use this field to identify if employee took timely action to resolve any violation of the automatic stay or discharge order including levy releases and the inappropriate filing of Notice of Federal Tax Lien.

233

Collection

Utilized e-ACSG Checklist

Use this field to identify if the employee accessed the e-ACS guide/checklist.

300

Exam

Form 5344-Payment Code Rolls into 304

Use this field to identify if the employee entered the correct payment collectability code on Form 5344.

301

Exam

Exam Techniques

Use this field to identify if the employee followed proper Exam techniques.

302

Exam

Work Papers Support Conclusion

Use this field to identify if the employee appropriately prepared work papers (including scope, depth and techniques used) to support the conclusion of the case.

303

Exam

Exam/EITC Certification /AUR/Innocent Spouse Required Statutory Procedures

Use this field to identify if the employee took all required statutory actions or procedures on the taxpayer's account, (e.g., secured taxpayer's signature or managerial approval when required).

304

Exam

Case Administration

This field is a roll-up of attributes 300 and 314-326. If one of the attributes is coded as "N" this attribute will be "N" .

305

Exam

Report Writing

Use this field to identify if report writing procedures were followed. Explanations and attachments should be clear, concise, and complete.

306

Exam

Complete Mail Out and/or Closing Package Procedures

Use this field to identify if the employee properly prepared all necessary documents for mail outs and/or closing packages.

307

Exam

Innocent Spouse - Determine Knowledge/Belief

Use this field to identify if the employee addressed all appropriate factors to establish constructive actual knowledge/belief.

308

Exam

Innocent Spouse Determine Equitable Factors

Use this field to identify if the employee applied the factors to determine equitability.

309

Exam

Innocent Spouse-Prepared Allocation Worksheet

Use this field to identify if the employee correctly prepared an allocation worksheet.

310

Exam

Innocent Spouse-Determine Income Attribution

Use this field to determine if the employee correctly attributed the income between the taxpayers.

311

Exam

Innocent Spouse-Determine Eligibility Factors

Use this field to determine if the employee properly addressed all eligibility factors correctly.

312

Exam

Innocent Spouse-Collection Suspension

Use this field to identify if the employee properly addressed suspension of collection (TC 971 / AC 065).

313

Exam

Telephone Identification/Certification Procedures

Use this field to identify if the employee followed the proper IRM telephone procedures.

314

Exam

Form 5344-Disposal Code

Use this field to identify if the employee entered the correct disposal code on the Form 5344.

315

Exam

Form 5344-Technique Code

Use this field to identify if the employee entered the correct technique code on the Form 5344.

316

Exam

Form 5344-Reference Code

Use this field to identify if the employee entered the correct reference codes on the Form 5344.

317

Exam

Form 5344-Priority Code

Use this field to identify if the employee entered the correct priority code on the Form 5344.

318

Exam

Form 5344-Agreement Date

Use this field to identify if the employee entered the correct agreement date on the Form 5344.

319

Exam

Miscellaneous/Other

Use this field to identify if the employee entered all other miscellaneous entries correctly on the Form 5344 or any other forms not specifically identified under attributes 300 and 314-326.

320

Exam

Forms 3198/9865

Use this field to identify if employee accurately completed Form 3198/Form 9865 when appropriate for special handling instructions, address changes, etc.

321

Exam

Form 3465/12249

Use this field to identify if the employee correctly completed the Form 3465 or Form 12249.

322

Exam

Forms 1163/11272

Use this field to identify if the employee correctly completed the Form 1163 or Form 11272. (Form 1163 is obsolete but may still be seen).

323

Exam

Form 2424

Use this field to identify if the employee correctly completed the Form 2424.

324

Exam

Form 1331

Use this field to identify if the employee correctly completed the Form 1331.

325

Exam

Form 3177

Use this field to identify if the employee correctly completed the Form 3177.

326

Exam

Form 12810

Use this field to identify if the employee correctly completed the Form 12810.

327

Exam

Online Tax Advisor (OTA)/Decision Support Tool (DST)

Use this field to identify if the employee used the OTA/DST to correctly determine the taxpayer's eligibility for earned income credit.

328

Exam

Appropriate Use of Online Tax Advisor (OTA) Workpaper

Use this field to identify if the employee correctly printed the OTA workpaper for inclusion in paper case file or paper clipped the OTA workpaper to the electronic case file per the IRM.

329

Exam

PCS Forms

Use this field to identify if the employee accurately completed all PCS forms to establish / update / close PCS.

330

Exam

LUQ (other than income)

Use this field to determine if the employee properly considered large, unusual and/or questionable items (other than income) on all related returns.

331

Exam

Exam Income Determination

Use this field to indicate if the employee used appropriate techniques to determine income.

332

Exam

Form 5344 - State Disclosure Code

Use this field to identify if the employee entered the correct State Disclosure Code on the Form 5344.

333

Exam

Form 5344 - Examiner's Time

Use this field to identify if the employee entered the correct time on the Form 5344.

334

Exam

Workpapers: Neat, Legible, and Grammatically Correct

Use this field to identify if the employee prepared workpapers that are neat, legible, and grammatically correct.

335

Exam

Form 5344–TSCLS Entry - Rolls into 304

Use this field to identify if the employee correctly entered the correct TSCLS notation on Form 5344.

336

Exam

From 6754–Exam Classification Worksheet

Use this field to identify if the employee accurately completed the Form 6754 when appropriate.

337

Exam

Form 5344 Input Items

Use this field to identify if the employee entered the correct payment collectability code, disposal code, technique code, reference code, priority code, agreement date, and all other miscellaneous entries correctly on the Form 5344 or other forms not specifically identified under another attribute.

400

Tax/Bankruptcy Law

Apparent Use of the Probe and Response Guide/PMG/ITLAProbe and Response Guide

Use this field to indicate if there was use of the Probe and Response Guide/Publication Method Guide (PMG)/Interactive Tax Law Assistant (ITLA) by the employee when responding to a tax law inquiry when use of the guide was appropriate.

401

Tax/Bankruptcy Law

Complete Probing per Probe and Response Guide/PMG/ITLAProbe and Response Guide

Use this field to identify if the employee addressed all appropriate probes according to the Probe and Response Guide/Publication Method Guide (PMG)/Interactive Tax Law Assistant (ITLA).

402

Tax/Bankruptcy Law

Complete Response per Probe and Response Guide/PMG/ITLAProbe and Response Guide

Use this field to identify if the employee provided the taxpayer/customer with a complete response according to IRS procedures.

403

Tax/Bankruptcy Law

Interpreted/Applied Tax Law Correctly

Use this field to identify if the employee interpreted and applied the tax law correctly.

404

Tax/Bankruptcy Law

Obtain/Determine Tax Law Facts

Use this field to identify if the employee obtained/determined appropriate facts on tax law issues. For AM, this attribute is used only for topics not covered by P and R Guide or ITLA.

405

Tax/Bankruptcy Law

Written/Oral Tax Law Response

Use this field to identify if the employee communicated (orally for ACS) all relevant and necessary tax law facts and included any relevant and necessary assumptions to answer the taxpayer’s/customer's question(s).

406

Tax/Bankruptcy Law

Complete Probing per TE/GE Guidance Definition

Use this field to identify if the employee utilized appropriate probing techniques and avoided irrelevant probing (TE/GE Only).

407

Tax/Bankruptcy Law

Complete Response per TE/GE Guidance

Use this field to identify if the employee used the appropriate TE/GE procedures and guidance when providing the taxpayer with a complete response.

408

Tax/Bankruptcy Law

Use of Return Prep Forms, Schedules, and Worksheets

Use this field to determine if the employee used all necessary forms, schedules, and worksheets.

409

Tax/Bankruptcy Law

Obtain/Determine Bankruptcy/Tax Law Facts

Use this field to identify if the employee obtained/determined appropriate facts on bankruptcy law issues and tax law issues not covered by PR Guide/PMG.

411

Tax/Bankruptcy Law

Compliance with Court Local Rules/Standing Orders

Use this field to determine if employee correctly identified and applied local court rules and Standing Orders.

413

Tax/Bankruptcy Law

Access of Correct ITLA/PMG/Publication

Use this attribute to determine if the correct ITLA/ PMG TLC was accessed. For a non-ITLA/PMG topic, use this attribute to determine if the correct Publication or other reference material was accessed.

414

Tax/Bankruptcy Law

Appropriately Highlighted the Publication and Offered it to the Customer

Use this attribute to determine if the employee properly used the publication method procedures by highlighting the publication and offering it to the customer.

416

Tax/Bankruptcy Law

Statutory Procedures

Use this field to identify if the employee took all required statutory actions.

417

Tax/Bankruptcy Law

Application of Disclosure Law

Use this field to indicate if the employee provided the appropriate information in accordance with disclosure law, policy, procedures and the IRM.

500

Compute/ Determine

Tax Computation

Use this field to identify if the employee correctly determined/computed the proposed or actual assessment(s) and/or abatement(s) of tax as required.

501

Compute/ Determine

Interest Computation

Use this field to identify if the employee correctly determined/computed the proposed or actual assessment(s) and/or abatement(s) of interest as required.

502

Compute/ Determine

Penalty Computation

Use this field to identify if the employee correctly determined/computed the proposed or actual assessment(s) and/or abatement(s) of penalty as required.

503

Compute/ Determine

Credits Computation

Use this field to identify if the employee correctly determined/computed the proposed or actual adjustment of credits as required.

504

Compute/ Determine

Return Delinquency/BWH Liability Determination

Use this field to identify if the employee correctly determined the taxpayer's legal requirement for filing delinquent returns. Also use this to identify if the employee correctly determined whether the taxpayer has satisfied all backup withholding requirements.

505

Compute/ Determine

Oral Statement

Use this field to identify if the employee accepted and took appropriate actions based on an oral statement from the taxpayer/customer.

506

Compute/ Determine

Balance Due/Payoff Computation

Use this field to identify if the employee provided correct balance due/computed the correct payoff amount to the correct date.

507

Compute/ Determine

Statute Procedures/ASED/CSED/RSED

Use this field to identify if the employee addressed statute issues (ASED, CSED, RSED) and followed statute procedures correctly.

508

Compute/ Determine

Appropriate Procedural Action/Answer

Use this field to identify if the employee took the appropriate action(s) or provided the appropriate answer in accordance with Headquarters guidelines or IRMs. This attribute should only be used when there is not a more specific procedural attribute that addresses the specific issue. In these instances, it is important to code the attribute both when the correct action(s) were taken as well as when they were not taken.

509

Compute/ Determine

COIC Offer Computation

Use this field to identify if the employee correctly determined/computed the proposed COIC offer amount.

510

Compute/ Determine

Civil Penalty Determination

Use this field to identify if the employee determined/computed a civil penalty.

511

Compute/ Determine

CAWR/FUTA Determination

Use this field to identify if the employee correctly determined/computed the CAWR or FUTA assessment(s) and/or penalties.

512

Compute/ Determine

Form Identification

Use this field to identify if the employee determined the proper forms for the taxpayer based on information provided and using the IRS Reference Guide for related products and/or key word index.

513

Compute/ Determine

Determined Appropriate ADC Form Quantity

Use this field to determine if the employee determined the appropriate quantity of forms to order for customer and determined order type if needed.

514

Compute/ Determine

Analyze and Compute the Injured Spouse Claim (Form 8379)

Use this attribute to identify if the employee interpreted and applied correct allocation methods using Form 8379. The CSR must consider Community Property State Laws, Non-community Property Regulations, EITC allocation methodology, and federal tax debt regulations.

515

Compute/ Determine

Compute/Determine Manual Refund

Use this field to identify if the employee correctly determined that a manual refund is required to resolve the case and prepared the manual refund forms correctly.

516

Compute/ Determine

Input Manual Refund

Use this field to identify if an employee correctly input all required elements when generating a manual refund using CC RFUNDR. This includes issuing the check under correct name(s) and correctly inputting any adjacent transactions as required. This field only considers the manual refund transaction; Attribute 600 is used for the tax account adjustment.

517

Compute/ Determine

Trust Fund Recovery (TFRP) Determination

Trust Fund Recovery (TFRP) Determination.

518

Compute/ Determine

Disposition/Disposal/Process Code(s) Determination

Use this field to identify if the employee correctly determined the appropriate disposition/disposal/process code(s) when closing the case module as required.

519

Compute/ Determine

Underreported/Over Claimed Amount Determination

Use this field to identify if the employee correctly determined the Underreporter/Over.

520

Compute/ Determine

CDP Determination

Use this field to identify if the employee determined the timeliness of the CDP request.

521

Compute/ Determine

Complex Debit Interest Computation

Use this field to identify if the employee correctly determined/computed debit interest as required.

522

Compute/ Determine

Complex Credit Interest Computation

Use this field to identify if the employee correctly determined/computed credit interest as required.

523

Compute/ Determine

Interest Computation per IRC 6404

Use this field to identify if the employee correctly considered interest abatement under IRC 6404(e)(1), ministerial/managerial errors/delays, or IRC 6404(e)(2), erroneous refunds.

524

Compute/ Determine

CAWR/FUTA Miscellaneous Form(s) Determination

Use this field to identify if the employee correctly determined and correctly completed the required form(s) to be completed, per IRM guidelines, when processing a CAWR or FUTA case.

525

Compute/ Determine

Fraud Determination

Use this field to determine if the employee properly pursued and developed indications of fraud.

526

Compute/ Determine

Determine Correct Method of Lien Filing Payment

Use this field to identify if the employee determined the correct method of payment to the county office for lien processing fees.

527

Compute/ Determine

Verify County Invoice

Use this field to identify if the employee correctly determined the accuracy of the billing invoice received from the county.

528

Compute/ Determine

Determined Correct Amount for Lien Recordation Fees

Use this field to identify if the employee correctly determined the correct amount for lien filing fees per the applicable county requirements.

529

Compute/ Determine

Validated/Reviewed Information and Appropriately Processed Forms per IRM

Use this attribute to determine if the employee correctly validated/reviewed information on forms and followed the appropriate IRM processing procedures.

530

Compute/ Determine

Provided Appropriate e-help Answer/Guidance

Use this field to determine if the employee provided the appropriate e-help answer.

532

Compute/ Determine

Appropriate Handling of Machinery

Use this field to identify if employee took appropriate actions to ensure machinery is in operating order.

533

Compute/ Determine

Waiver Determination

Use this field to determine if the employee provided all the documentation to support the waiver recommendation.

534

Compute/ Determine

Debt Validity Determination

Use this field to determine if the employee substantiated the debt.

535

Compute/ Determine

Settlements

Use this field to identify if the employee properly processed the settlement.

536

Compute/ Determine

ERC Tickets - First Contact Closure

Use this field to determine if the employee followed guidelines for first contact closure.

537

Compute/ Determine

ERC/HRC Tickets

Use this field to identify if the employee correctly verified/coded/reassigned the ERC ticket.

538

Compute/ Determine

T&A Corrections Determinations

Use this field to determine if the employee determined if corrected T&A request can be processed according to T&A regulations.

539

Compute/ Determine

Accessions Review

Use this field to determine if the employee did a complete review of the OPF and corrected any discrepancies.

540

Compute/ Determine

Insurance Forms – Customer Requirements

Use this field to identify if the employee determined that the customer completed the required fields.

541

Compute/ Determine

Insurance Forms – Employee Requirements

Use this field to identify if the employee properly completed the required fields.

542

Compute/ Determine

Compute Account Adjustment

Use this field to identify if the employee correctly determined/computed the tax, penalty, interest, and credits.

543

Compute/ Determine

Documented Remote Tool(s) used (that worked; didn't work)

Determine if technician exhausted all remote tool resources in resolving customer's issue.

544

Compute/ Determine

Was the interaction escalated correctly to either an incident or a request

Use this field to identify if the employee assisted customer with opening the correct type of ticket.

545

Compute/ Determine

Incident Stop time entered correctly

Determine if technician input the incident stop time when resolved.

546

Compute/ Determine

Project Field/ID Completed Correctly

Determine if technician closed with the correct project code.

547

Compute/ Determine

Resolution SDM filled correctly

Determine if technician closed with the correct SDM resolution code.

548

Compute/ Determine

Documented the customer was provided direction to use self-help resources

Determine if technician informed customer of self-help resources available to resolve their issue without IT assistance.

549

Compute/ Determine

Affected Item fields completed (Service, Affected CI and Machine Name)

Determine if technician confirmed and input the customer's barcode and machine name having the issue.

550

Compute/ Determine

Title/description field clearly and briefly states the issue/request

Determine if technician clearly and concisely stated the issue.

551

Compute/ Determine

Cause Code correct

Determine if technician used the correct cause code before closing. Listing of cause codes can be found in KMPR2149.

552

Compute/ Determine

Appropriate Procedural Action/Answer

Use this field to identify if the employee took the appropriate action(s) or provided the appropriate answer in accordance with the established guidelines. This attribute should only be used when there is not a more specific procedural attribute that addresses the specific issue. In these instances, it is important to code the attribute both when the correct action(s) were taken as well as when they were not taken.

553

Compute/ Determine

Customer Contact Rule followed

Determine if technician followed the three-contact rule with customer.

554

Compute/ Determine

Provided accurate and appropriate procedural action/answer

Did agent take appropriate action and process according to procedures, per research information available, including ERC procedures, IKNOW, and ERC Website? Did the agent complete the detail screen (if detail screen completion required)? Did the agent include complete location for building issues, where applicable? Did the agent place the call-back number in ticket description?

555

Compute/ Determine

Is the article title capitalized?

Use this field to identify if the employee capitalized the article title.

556

Compute/ Determine

Are all links (web and KM) working and active?

Use this field to identify if the employee confirmed that all the links (web and KM) are working and active.

557

Compute/ Determine

Does the article have a project code?

Use this field to identify if the employee ensured there is a project code for the article.

558

Compute/ Determine

Does the article have a key word, if applicable?

Use this field to identify if the employee ensured there is a key word, if applicable, for the article.

559

Compute/ Determine

Is the author an active employee in Discovery Directory?

Use this field to identify if the employee ensured there is a key word, if applicable, for the article.

560

Compute/ Determine

Is the assignment group active in the Assignment Groups under IRS Supporting Table?

Use this field to identify if the employee confirmed that the assignment group is active in the IRS Supporting Table.

561

Compute/ Determine

Were the actions taken documented in the comments tab?

Use this field to identify if the employee documented their actions in the Comments tab.

562

Compute/ Determine

Was the ticket number documented in the comments tab?

Use this field to identify if the employee documented the ticket number in the Comments tab.

563

Compute/ Determine

Was the Document Owner Assignment Group added?

Use this field to identify if the employee put their SEID in the Comments tab for their actions taken.

564

Compute/ Determine

Was the Boolean format used?

Use this field to identify if the employee used the Boolean format correctly in the article.

565

Compute/ Determine

Appropriate Expected Resolution Date and Expected Root Cause Identified Date been entered?

Use this field to determine if the employee entered the appropriate target dates for identification of the Root Cause and Resolution of the Problem.

566

Compute/ Determine

Is the IMR (Incident Manager of Record) field completed?

Use this field to determine if the correct Incident Manager or Record (IMR) was listed in the incident.

567

Compute/ Determine

Current Summary Statement added to Major Problem Review Tab for open Problem Record?

568

Compute/ Determine

Root Cause updated? If RC is unknown, has the RC field been populated with Unknown?

569

Compute/ Determine

If workaround available, has that information been posted to the PM record? Clear Writing?

570

Compute/ Determine

Team member list includes representation of key technical teams and impacted organizations?

571

Compute/ Determine

Is the Problem Record currently listed with the correct Status and Phase?

572

Compute/ Determine

PM record updated to document Work Requests related to the Problem Record (if applicable)?

573

Compute/ Determine

Has the KE record been properly linked to the Change record if applicable?

574

Compute/ Determine

If P1/P2, Was the TCO field updated?

Use this field to determine if the employee followed the guidelines to update the TCO field.

575

Compute/ Determine

Premium Service customer process followed

Use this field to determine if the employee followed the Premium Service customer guidelines.

576

Compute/ Determine

If P1, was an Info Alert published

Use this field to determine if the employee created the Info Alert following the Info Alert guidelines AND published the Info Alert.

577

Compute/ Determine

If P1, was a P1 TCO Notification e-mail sent

Use this field to determine if the employee created the P1 TCO Notification e-mail following the P1 notification guidelines AND sent the e-mail to the TCO.

578

Compute/ Determine

Right Party Contact Determination

Use this field to identify if the employee determined the right party to contact on outbound calls.

579

Compute/ Determine

Computations

Use this field to identify if the employee correctly determined/computed the proposed or actual assessment(s) and/or abatement(s) as required.

580

Compute/Determine

Are the Service fields correct?

Use this field to determine if the specialist verified the Primary Affected Service was correct, avoiding the generic PAS, like applications.

581

Compute/Determine

Is the outage Begin time correct (if applicable)?

Use this field to determine if the outage start time was verified as correct.

582

Compute/Determine

Is the outage End time correct (if applicable)?

Use this field to determine if the outage end time was verified as correct.

583

Compute/Determine

Assignment Group verified?

Use this field to determine if the assignment group was verified as correct.

584

Compute/Determine

Was an appropriate Category selected, if applicable?

Use this field to determine if the subcategory was verified as correct.

585

Compute/Determine

Was an appropriate Subcategory selected, if applicable?

Use this field to determine if the area was verified as correct.

586

Compute/Determine

Were the Parent and Child Incidents linked (if applicable)?

Use this field to determine; If a parent incident, was the parent box checked? If a child/related incident, was it associated with the parent incident.

587

Compute/Determine

Appropriate detailed notes are provided on SDR

Use this field to indicate that the appropriate detailed notes are displayed on the ECL.

588

Compute/Determine

Correct actions selected in the ACR Alarm System and VSS Certification Affirmation Metadata?

Use this field to identify each listing displays a complete location description.

589

Compute/Determine

Correct Compensatory measure enacted, if required

Use this field to identify that the correct metadata selections were made for the ACR report.

590

Compute/Determine

Correct BU managers provided with written instructions and emergency contact guidance?

Use this field to identify that the appropriate BU managers were provided written instructions and emergency contact guidance.

591

Compute/Determine

Appropriate Compensatory measures monitored and documented until completion

Use this field to identify if the appropriate compensatory measures were enacted for any alarm announcements.

592

Compute/Determine

Was an SRT held for an unresolved Premium Service application (if applicable)?

Use this field if the incident was reported for a system documented on the Premium Service List (PSL) that the Premium Service Process is followed.

600

Input/Resolution

Input Tax Adjustment

Use this field to identify if the employee correctly input all required elements (i.e., transactions, hold, source, reference, priority and reason codes, amount and date fields) when adjusting the tax on the account.

601

Input/Resolution

Input Penalty Adjustment

Use this field to identify if the employee correctly input all required elements (i.e., transaction, hold, source, reference, priority and reason codes, amount and date fields) when adjusting the penalty on the account.

602

Input/Resolution

Input Interest Adjustment

603

Input/Resolution

Input Credit Adjustment

604

Input/Resolution

Closing/Action Code(s)

Use this field to identify if the employee included all appropriate closing code(s) and action code(s) when completing the transaction as required.

605

Input/Resolution

Input Disposition/Disposal/Process Code(s)

Use this field to identify if the employee input the appropriate disposition/disposal/process code(s) when closing the case module as required.

606

Input/Resolution

Transaction Code

Use this field to identify if the employee included the appropriate transaction code(s) when completing the transaction(s) on the taxpayer's account as required. Do not code this attribute if the transaction code is part of a tax, penalty, interest, or tax credit adjustment.

607

Input/Resolution

Payment/Credit Transfers

Use this field to identify if the employee took the steps to locate the payment(s), apply the payment(s) and /or transfer the credit(s) as appropriate.

608

Input/Resolution

Freeze Release

Use this field to identify if the employee released freezes on the taxpayer's account when applicable.

609

Input/Resolution

Credit Elect

Use this field to identify if the employee determined how to apply credit elect amounts as required.

610

Input/Resolution

Input/Update TIN

Use this field to identify if the employee correctly input/updated the taxpayer's TIN.

611

Input/Resolution

Input/Update Name

Use this field to identify if the employee correctly input/updated the taxpayer's name line(s).

612

Input/Resolution

Input/Update Address

Use this field to identify if the employee correctly input/updated the taxpayer's address.

613

Input/Resolution

Input/Update Filing Status

Use this field to identify if the employee correctly adjusted/updated the taxpayer's Filing Status.

614

Input/Resolution

Input/Update Filing Requirements

Use this field to identify if the employee correctly input/updated the taxpayer's filing requirements.

615

Input/Resolution

Input/Update POA Information

Use this field to identify if the employee input/updated (i.e., name, year, correspondence codes, etc.) the POA information when appropriate.

616

Input/Resolution

Input/Update Location Code

Use this field to identify if the employee input/updated the location code when appropriate.

617

Input/Resolution

Input/Update to Specialized Systems

Use this field to identify if the employees input or updated specialized systems per IRM guidelines. This does not include IDRS.

618

Input/Resolution

Return Delinquency Input

Use this field to identify if the employee correctly input all required return delinquency transactions and closing codes when resolving open return delinquency modules.

619

Input/Resolution

Determination of Offer Pending/Waiver Date

Use this field to identify if the employee determined and input the correct offer pending waiver date.

620

Input/Resolution

Civil Penalty Input

Use this field to identify if the employee correctly input all required elements when inputting a civil penalty.

621

Input/Resolution

CAWR/FUTA Input

Use this field to identify if the employee correctly input all required elements when resolving a CAWR or FUTA case/module.

622

Input/Resolution

Edit Return/Reinput Return

Use this field to identify if the employee correctly edited or cleared a return for processing/reprocessing/reinput as required by IRM procedures.

623

Input/Resolution

Refund Trace Procedures

Use this field to identify if the employee took the correct and necessary steps to initiate a refund trace and took appropriate follow-up actions.

624

Input/Resolution

Provide Forms

Use this field to identify if the employee provided the taxpayer with the appropriate forms. This includes inputting a correct form order, inputting an FTD order and providing the self-help methods for obtaining forms.

625

Input/Resolution

Perfect/Resolve Form Order

Use this field to determine if the employee took the necessary steps to perfect or resolve the form order.

626

Input/Resolution

Input of Business Requirements

Use this field to identify if the employee input the appropriate business requirements (i.e., BOD, WPD, FYM, EC, NIC, RIC, Employees).

627

Input/Resolution

Assign/Update CAF Number

Use this field to determine if the employee assigned/corrected/updated the CAF number when appropriate.

628

Input/Resolution

Update/Input CAF Secondary Information

Use this field to identify if the employee input/updated secondary spouse information as required.

629

Input/Resolution

Input/Update CAF/RAF Forms and Years

Use this field to determine if the employee input/updated the appropriate forms and tax years.

630

Input/Resolution

Input CAF Designation Code

Use this field to determine if the employee input the correct CAF designation code.

631

Input/Resolution

Revoke POA CAF/RAF

Use this field to identify if the employee revoked the POA in the CAF/RAF System appropriately.

632

Input/Resolution

CAF Modify/Indicator Codes

Use this field to identify if the employee correctly input the proper power codes.

633

Input/Resolution

Input CAF Suppression Indicator Code

Use this field to determine if the employee input the appropriate suppression indicator code on the CAF file for closed/retention years to prevent an unpostable condition.

634

Input/Resolution

Input of EIN Reason for Applying

Use this field to indicate if the employee input the reason the taxpayer is applying for an EIN.

635

Input/Resolution

Trust Fund Recovery (TFRP) Inputs

Use this field to identify if the employee correctly input all required TFRP elements when resolving a TFRP case.

636

Input/Resolution

AOIC/AIS Screen Inputs

Use this field to identify if the employee correctly input/updated all applicable AOIC/AIS screens. If applicable, use to show the employee recouped the appropriate tax refunds and applied them to the appropriate tax periods.

637

Input/Resolution

Input / Update to EICPC Database

Use this field to identify if the employee correctly input the required information into EICPC.

643

Input/Resolution

TE/GE Input/Update EO Submodule

Use this field to identify if the employee input/updated the organization's EO Submodule information when appropriate.

644

Input/Resolution

Correct Input into Return Prep Software

Use this field to determine if the employee correctly input into the Return Prep Software.

645

Input/Resolution

Levy Perfection

Use to indicate if the employee correctly resolved the ELS levy condition.

646

Input/Resolution

Input/Update CAWR/FUTA Miscellaneous Forms

Use this field to identify if the employee correctly completed/input all forms required in the completion of a CAWR or FUTA case.

647

Input/Resolution

Write Imprest Check

Use this field to identify if the employee properly prepared the Imprest check.

648

Input/Resolution

Automated Lien System Input

Use this field to identify if the employee input correct history and account information onto the ALS screens as required.

649

Input/Resolution

Preparation of Forms

Use this field to identify if employee correctly completed all forms required for case administration.

650

Input/Resolution

Resolution of AIS Errors

Use this field to identify if employee resolved errors generated when using various AIS systems including IIP, ADS, ENS, APOC and EPOC.

651

Input/Resolution

Correctly Input/Updated Entity

Use this field when any part of the entity on the customer's account needs to be input or updated. This includes input/update TIN, input/update address, input/update filing status, input/update filing requirements, input/update location code.

652

Input/Resolution

Freeze Input

Use this field to identify if the employee followed the appropriate guidelines to input a freeze code.

653

Input/Resolution

Offsets Verified

Use this field to identify if employee reversed the offset to the account where the false return was filed.

654

Input/Resolution

Selected Correct Product and Problem Type

Use this field to identify if the employee correctly selected the correct product and problem type.

655

Input/Resolution

Select Correct e-help Solution ID

Use this field to identify if the employee selected the correct e-help Solution ID.

656

Input/Resolution

Select Correct e-case Status

Use this field to identify if the employee correctly closed the e-case per IRM guidance.

657

Input/Resolution

Selected Resolved by First Contact Box

Use this field to identify if the employee selected the Resolved by 1st box as appropriate.

658

Input/Resolution

Document Contact Information Appropriately

Use this field to identify if the employee created a registered/unregistered e-case as required.

659

Input/Resolution

Selected Appropriate e-Help Business Unit

Use this field to identify if the employee selected the Appropriate e-help Business Unit when creating an e-case.

660

Input/Resolution

Entered Appropriate Notations in Log Books

Use this field to identify if the employee properly completed notations in the log books.

661

Input/Resolution

Appropriate Handling of Incoming Mail

Use this field to identify if the employee followed appropriate procedures for handling of incoming mail.

662

Input/Resolution

Appropriate Stamping Completed

Use this field to identify if employee completed the appropriate established stamping guidelines.

663

Input/Resolution

Disposition of Documents

Use this field to identify if employee took appropriate actions in the disposition of documents.

667*

Input/Resolution

Scanning/Reimaging Completed

Use this field to identify if employee correctly completed scanning or re-imaging process (RS-PCC, PCC, CII)

668

Input/Resolution

Input Payroll/Personnel Adjustments

Use this field to determine if the employee properly entered the requested adjustment/information into NFC and HRC

669

Input/Resolution

T&A Corrections and Adjustments

Use this field to determine if the employee correctly processed a T&A request or adjustment according to T&A regulations/procedures.

670

Input/Resolution

Correct Processing of Payroll Documents

Use this field to determine if the employee correctly processed payroll documents.

671

Input/Resolution

Correct Processing of HCUPs

Use this field to determine if the employee correctly processed the HCUP.

672

Input/Resolution

Correct SINQ Processing

Use this field to determine if the employee followed SINQ correction procedures.

673

Input/Resolution

Input TINQ Adjustment

Use this field to determine if the employee correctly input the TINQ adjustment.

674

Input/Resolution

Transmit T&A Records

Use this field to determine if the employee correctly transmitted T&A Records.

675

Input/Resolution

Restoration of Forfeited Annual Leave

Use this field to determine if the employee correctly restored forfeited annual leave.

676

Input/Resolution

Service Now/Resolution

Use this field to determine if the employee properly input the required information into Service Now.

677

Input/Resolution

Insurance Forms - Processing

Use this field to identify if the employee properly processed insurance forms.

678

Input/Resolution

Federal Employee Group Life Insurance Processing (FEGLI)

Use this field to determine if the employee properly processed Federal Employee Group Life Insurance.

679

Input/Resolution

Forgive (Liquidation of) Advanced Leave

Use this field to determine if the employee properly liquidated advanced leave according to regulations and procedures.

680

Input/Resolution

Leave Buy Back

Use this field to determine if the employee resolved the request for Leave Buy Back.

681

Input/Resolution

Leave Bank/Leave Share

Use this field to determine if the employee resolved the Leave Bank/Leave Share request.

682

Input/Resolution

Lump Sum Separation

Use this field to determine if the employee correctly processed lump sum separation.

683

Input/Resolution

Resolve Timekeeping Issues for Overseas Employees

Use this field to determine if the employee correctly resolved the timekeeping issues for overseas employees.

684

Input/Resolution

Leave Audit

Use this field to determine if the employee correctly completed the leave audit.

685

Input/Resolution

HRC – Resolution of Issue

Use this field to identify if the employee took the appropriate steps to resolve the issue.

686

Input/Resolution

Input Account Adjustments

Use this field to identify if the employee correctly input the tax adjustment, penalty adjustment, interest adjustment, credit adjustment, and all required elements (i.e., transactions, hold, source, reference, priority and reason codes, amount and date fields) when adjusting the account.

687

Input/Resolution

Input Entity Updates

Use this field to identify if the employee correctly input/updated the taxpayer’s TIN, name lines(s), address, Filing Status

688

Input/Resolution

Input DDBCK

Use this field to identify if the employee Input DDBCK.

689

Input/Resolution

Input of Forms W-12, 8945/8946 and/or 8498

Use this field to identify if the employee correctly input all required fields when entering the Forms W-12, 8945/8946 or 8498.

690

Input/Resolution

Input /Update Telephone/e-mail address

Use this field to identify if the input/update of the Telephone/e-mail address was completed correctly.

691

Input/Resolution

Resolution/closure code correct

Determine if technician used the correct closure/resolution code when closing.

692

Input/Resolution

KEYWORD identified, if applicable

Determine if the correct keyword was used, if applicable.

693

Input/Resolution

Disclosure Fees

Use this field to determine if the employee completed all fee related research and completed any fee actions as required.

700