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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 ensuring all 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.

  • Any issues preventing agents from being able to complete TBTs should be immediately identified by selecting an option from the dropdown in the Citrix TBT Access column of the ESP Tracker.

  • For agents with issues, all Citrix/SPOC related columns should also be immediately completed.

  • The SME team is responsible to obtain a status update from each agent each day and notate accordingly in the TBT notes section of the ESP Tracker.

  • 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)

  • The SME team will is responsible to create a break out breakout room for agents needing assistance with retaking failed TBTs.

  • The SME team will utilize the break out room to have the agent send the should also utilize breakout rooms to assist agents with anything else TBT related (ie sending TBTs in the correct PDF format below:, etc).

How to Complete TBTs for Agents with Equipment Issues

Info

DO NOT LOGIN TO CITRIX

  1. Click this link and go to the external link for Learning Hub

  2. Login using your Citrix credentials

  3. Scroll to the bottom left - click VIEW ALL

  4. Scroll to the bottom and click LOAD MORE

  5. Scroll to the top and click on the little printer on the right

  6. Click the word PRINT

  7. Change the printer to SAVE TO PDF and hit SAVE

  8. Put agent name as the file name in the following format: First Last TBT.pdf

  9. Save to DOCUMENTS

  10. Go to email

  11. Attach the file

  12. Email the attachment to the SME

  • The SME team is responsible for updating each agents progress in the ESP Tracker.

  • The SME team must update the TBT section notes for agents who are incomplete before leaving for the day.

  • The SME team is responsible to upload the completed TBTs to the TBT Tracking Form.

Completion Form

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