From a leadership standpointOverview
In an office setting, a sup may simply view his/her team to see who is present and tap an agent on the shoulder to get their attention.
In the remote 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 not away from his/her desk about to miss the next call.
Agent Expectations
The Assurance Productivity Policyis covered in training and all agents are expected to acknowledge as an XE Learn Flash.
Clear expectations with respect to Productivity are outlined in this policy include robust accountability measures for failure to adhere to the policy.
Regardless, this remains one of the more difficult policies effectively manage.
Workforce IQ
Workforce IQ is a powerful tool to monitor real-time status usage throughout the day.
Need to capture screenshots during work hours
CXP WFM Teams Chat
Our CXP WFM team has a group of RTAs monitoring this tool and notifying agents using mentions when the agent is offline or in an unproductive status for longer than they should be (ie break for over 15 min, etc).
There should be no other chatter in this chat other than WFM calling out unproductive times and agents acknowledging with a thumbs-up.
If an replies to an RTA explaining why they were unproductive, regardless of whether the reason is valid, the agent should be reminded in a side chat that any concerns with RTA mentions should be brought to their supervisor.
Sups should pay attention to these notices from WFM as they often identify agents in unproductive statuses for extended periods.
Assurance_Telesales Rocket Chat
In addition to the CXP WFM Teams chat, we also have the Assurance_Telesales RC.
The purpose of this chat is for sups and WFM to collaborate.
The two chats can be an effective way to identify productivity issues and get agents back on the phone if utilized well.
Here is an example from earlier today:
WFM calls out this agent a few times.
When there is no thumbs-up from the agent and the lunch time continues to build, they reach out to the sups in RC:
Reporting
Productivity reporting is prepared each morning for the prece