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Under Construction. As of 12/7/21 the NOC team has stated we should expect the an update on the ability to shadow with our new contact center implementation which will be implemented at a later date. |
Call shadowing allows ESP agents to monitor experienced agents (Mentors) while on live calls with members. This is not one of the mandatory items to complete during ESP training. However, some agents end up ‘stuck’ with nothing to do for reasons beyond their control (ie waiting for situations to be resolved such as the AHIP payment issue or apps not showing up in Citrix). This is where Call Shadowing comes in as is better for agents to listen to live calls than to have nothing to do.
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