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The agent should immediately email the Workshop Leader that an attempt was failed and how many times this exam has been failed (ie first, second or third fail).
The agent should also direct message the Workshop Leader.
The Workshop Leader should immediately complete the Failed Cert Exam Google Tracking Form and follow the steps outlined in the form.
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The Workshop Leader is responsible for coaching the agent.
Once coached, the agent may proceed with their the second attempt.
Second Failed Attempt:
Agents will be proctored by a Production Manager for their third and final attempt.
The Workshop Leader should email the agent’s Production Manager and cc their TL to notify that the Production Manager needs to proctor the agent for the final attempt.
WFM should be notified in Rocket Chat to end the today’s cert session in TeleOpti.
The agent’s TL should deliver a Written CAP within 24 hours (or 1 work-day) for failing a second attempt. In the CAP it should be documented that the agent understands failing the third attempt may result in termination of employment.
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