Timeframe Expectations
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.
...
Agent should capture a screenshot showing they searched for TBTs by course number and course name.
The TBT SME team should assist agents with this as needed. Compile and send to Torrey, Amanda, and Danielle. Update the “Searched by Course Number” field in 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 is responsible to create a breakout room for agents needing assistance with retaking failed TBTs or to assist agents with anything else TBT related (ie sending TBTs in the correct PDF format below, etc).
...