Cert Workshops will be managed by TLs assigned to assist as “Workshop Leads.”
First, TLs will be trained on TL Expectations, including how to lead the Workshops.
Next, TLs will, themselves, be scheduled for Workshops and assisted through the process of completing their own certs.
Workforce will schedule Cert time in TeleOpti at times that will have the least impact on Service Levels.
Operations management will schedule Workshops in agents calendars at times that coincides match with the time that scheduled by WFM scheduled in TeleOpti.
Operations management will assign agents to the Workshops along with one TL assigned as the Workshop Lead for each Workshop.
Operations management will state in the meeting invite the name of the Workshop Lead, the link for the cert step-by-step guide, and the link for the Agent Workshop Expectations Guide.
Workshop Leads should follow this process:
Begin each session on time.
Review the Agent Workshop Expectations Guide with the agents.
Do a roll call and immediately notify WFM in the WFM RC Rocket Chat of any agents that are late so they can be reminded to join ASAP.
Go through the step-by-step guide with the class to keep everyone on pace and moving efficiently.
Set the expectation that agents who are comfortable setting their own pace may move ahead of the group to finish sooner.
If one or two agents get stuck then continue assisting the majority of the group before assisting the one-off situations.
For AHIP, time will be allocated for agents to complete the practice module quizzes. The class will then review their Q’s and A’s together because most Q’s/A’s Q&As appear exactly the same way on the Final exam as they do on the practice quizzes.
[Instructions on how to set up attendance tracking neededInstructions on how to track time in each cert for each agent neededtrack attendance and time spent in the Workshop will be added here later when this information is available. We are waiting on the Microsoft migration to progress].
When an agent completes the cert:
The agent must email the Workshop lead and cc their TL with a screenshot of the cert completion proof as instructed in the step-by-step guide.
The Workshop lead must immediately complete the Cert Completion Proof Form (Hyperlink Needed) and attach the cert proof screenshot with the screenshot proof attached.
WFM should be notified in the WFM RC that the agent has Rocket Chat when an agent finished early and is now going back to the phones.
When an agent fails a cert exam, the Workshop Lead should follow the steps outlined in the Failed Cert Exams guide including the completion of the Failed Cert Exam Tracking Form.
When an agent experiences technical difficulties:
Ensure the agent has attempted all troubleshooting steps outlined in the Cert Troubleshooting guide.
Chat internal cXp IT to assist if needed.
When an agent cannot proceed due to issues related to the carrier or the carrier portal which are outside the scope of the internal cXp IT team, a Carrier Ticket should be created by clicking this link.