WAH agents must meet internet speed requirements. Failure to have sufficient internet speeds may result in problems including , but not limited to, dropped calls which impacts conversion rates as well as dropped calls, Conversion Rates, echoing voices, and customer experience. Agents will be asked periodically to provide proof of sufficient internet speeds by following these steps:
The speed test should be done while NOT on the VPN. Your cXp computer automatically logs you into the VPN. Therefore, the test needs to be run on your personal computer.
Do a Google search for “internet speed test” and click “Run Speed Test.”
Capture a screenshot including: 1 - The download speed; 2 - The upload speed; 3 - The date and time in the bottom-right corner of Windows.
The internet speed requirement is a minimum of 50 down and 20 up. The example above meets the 50 down requirement but it does not meet the 20 up requirementGo to http://speedtest.net
Select “Speed Test”
Select “Go”
The minimum requirements are [requirements]
If you do not meet the minimum requirements, ensure no music or videos are being streamed on your network. Note - Streaming on the network used to perform your work is not permitted in the first place.
If your internet speed does not meet the minimum requirements, it is your responsibility to update your speed by contacting your internet service provider.
Email a screenshot showing sufficient internet speeds to your supervisor.Capture a screenshot of your results including 1. The Download Mbps, 2. The Upload Mbps, and 3. The date/time in the bottom-right corner of your screen.
Email the screenshot to [email that generates Jira ticket]