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• To manage productivity time, watch your “Hours Worked” time in the Dialer:

  

The “Hours Worked” metric above tallies the total time spend each day on a call or waiting for a call as indicated by hovering over the little info icon in the bottom-right corner:

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• 85% of 8 hours = 6.8 hours

• This means if you work a standard 8-hour shift and by the end of this shift, you show 6.8 “Hours Worked” then you can be confident you have reached the 85% expectation

• It is ok to be slightly under 6.8 hours depending on how much time was spent in Disposition or Training status

• Keep a close eye on the “Offline” notification in the upper-left corner of the Dialer.

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• The Dialer will often kick agents to offline for various, sometimes random reasons which is why this must be watched

  • Disposition for 5 minutes kicks to offline

  • Losing internet connection, even if a quick hiccup will kick to offline

  • Losing VPN connection, even if for a second will kick to offline

  • If computer goes to sleep due to screensaver settings, the Dialer will kick to offline

  • Refreshing browser/clearing cache & cookies will kick to offline

• The Dialer will default to offline status after a call has been dispositioned if agents are not careful to move to the “Online” status

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• If ADP is logged 5 min before toggling online in the Dialer and the agent goes offline 5 15 min before punching out of ADP at to avoid end of shift call, then 10 20 min have already been depleted.

• Additional 5 min intermittent increments of offline status throughout the shift for not paying attention or taking additional breaks will quickly deplete all 42 min.

• If you are also pulled for coachings, 1:1s, team huddles, etc, then you will fall short of the day’s 85% expectation

• Our WFM team watches unproductive statuses and notifies agents throughout the day to assist with this problem.

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