...
An agent shows offline in the Dialer
The WFM team notifies the agent they are showing offline and there is no acknowledgement of message received
The agent’s sup messages the agent with no reply
The sup calls the agent in Teams and there is no answer
The sup calls the agent's phone and there is no answer
Please carefully review this policy and adhere to the expectations outlined to avoid the above situation and prevent other similarly challenging issues that stem from poor communication. Below are the main methods of communication
...
Have your CXP inbox open on one browser and verify notifications are working correctly.
Have your AIQ inbox open on another browser and verify notifications are working correctly.
Also have your personal inbox ready to check.
Check all inboxes a few times each day.
For received emails, reply to acknowledge receipt.
Personal Phone
Make sure your phone is not silenced in case you receive a work call. Calling phones usually only happens if unable to reach an agent in a Teams chat.
...