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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 issues that stem from poor communication. Below are the main methods of communication
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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.
Check ADP to verify your phone number is listed correctly. If not, notify your supervisor.
| Warning |
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Please be advised that if you are in an unproductive Dialer status and you cannot be reached then you may be punched out of ADP. |
| Warning |
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Please be advised that failure to respond to communications in a timely manner may result in corrective actions up to and including termination of employment as deemed appropriate dependent on the frequency and severity of the problem. |
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