Managing agents in the remote world is not as easy as in an office. Challenges
In an office setting, a sup may simply view his/her team to see who is present and tap an agent on the shoulder if needing to get their attention.
In the virtual word, an agent may be logged into ADP and may even show in “Waiting” status for a call but we cannot be certain the agent is away from his/her desk and will miss the next call.
It is (unfortunately) extremely very common for agents to intermittently move to “Offline” status throughout each shift.
It is also common for agents to call out, or to NCNS.
Managing Attendance
Each sup should be mindful of each agent’s scheduled start time.
If an agent’s start time has passed by an hour or more, check the WFM attendance sheet for a “Tardy” or “UA” which indicates the agent has communicated their tardy or absence to WFM.
If the attendance sheet is blank, RC WFM to ask if the agent has called in. If not, call the agent.
If the attendance sheet indicates NCNS - Call the agent.