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Call Certs should take no longer than 4 hours to complete once a Certifier has connected with an agent.
While waiting for a Certifier, TBTs should be completed and should take no longer than 8 hours.
Therefore, Call Certs+TBTs should take no more than 2 days.
If an agent has not completed Call Certs + TBTs after 3 days, a documented coaching should be delivered setting the expectation that:
Should the agent not complete within one more business day, a written CAP will be delivered.
If not completed after one more business day, a Final CAP will be delivered.
If not completed after one more business day, the agent may be termed.
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