The TBT SME team will be lead managed by the Call Cert Coordinator.
1-2 certifiers Certifiers will take point on ensuring all agents are completing TBTs in a timely manner.
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 . in the following format: Name - Date - Note
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 is responsible to create a breakout room for agents needing assistance with retaking failed TBTs.
The SME team should also utilize breakout rooms to assist agents with anything else TBT related (ie sending TBTs in the correct PDF format below, etc).
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