The TBT SME team will be lead by the Call Cert Coordinator (CCC). They will assist the agents who are in need
1-2 certifiers will take point on assuring the agents are completing the TBTs in a timely manner
SME team will check in with agents in the beginning and end of the day to get an update from agents
Check if agents can login to Citrix with the directions from TBT Completion Process
If agents have reported equipment issues, have them login to the external link for Learning Hub, http://cvshealth.sabacloud.com using their Citrix credentials on their personal device (This can only be done if they have access to Citrix)
SME team will create a break out room to assist for agents needing assistance with retaking failed TBTs
SME team will utilize the break out room to make sure have the agent send the TBT is TBTs in the correct PDF format below:
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DO NOT LOGIN TO CITRIX |
Click this link and go to the external link for Learning Hub
Login using your Citrix credentials
Scroll to the bottom left - click VIEW ALL
Scroll to the bottom and click LOAD MORE
Scroll to the top and click on the little printer on the right
Click the word PRINT
Change the printer to SAVE TO PDF and hit SAVE
Put your agent name as the file name in the following format: First _ Last - TBT.pdf
Save to DOCUMENTS
Go to your email
Attach the file
Email the attachment to the SME
SME team is responsible for updating each agents progress in the ESP Tracker
SME team must update the TBT section notes for agents who are incomplete before leaving for the day
SME team is responsible to upload the completed TBTs to the TBT tracking report TBT Tracking Form
Completion Form