Overview
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 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 not away from his/her desk about to miss the next call.
Missing Start of Shift Agents
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Below is an example of an agent who has not had any coaching notes added:
Failure for sups to notate the Attendance Weekly Report and/or issue CAPs where appropriate will themselves be subject to receive coachings/CAPs, according to the table below:
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