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 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.
...
Workforce IQ is a powerful tool to monitor real-time status usage throughout each 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 agents are in unproductive statuses for longer than allowed (ie offline, break for over 15 min, etc).
There should be no chatter other than WFM calling out unproductive times and agents acknowledging with a thumbs-up.
If an agent replies to an RTA, the agent should be reminded in a side chat that any concerns from the WFM chat should be brought to their supervisor.
Sups should pay attention to this chat to follow up with agents who are mentioned and to follow up with Workforce that outreach attempts are being made.
...
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, utilized effectively, can be a great way to identify productivity issues and get agents back on the phone.
Here is an example: WFM calls out this agent a few times.
When there is no thumbs-up from the agent and the lunch time continues to build, sups are notified in RC:
Here are other examples of what the Assurance_Telesales RC may be used for:
Notify WFM of when agents are being pulled for coaching.
Notify WFM if an agent needs to leave for the day.
Notify WFM of system outages.
Notify WFM of trainings.
WFM notifying sups of agents showing long unproductive times.
...
Reporting
It is not feasible to capture and manage all unproductive time for all agents in real-time.
However, virtually all incorrect status usage can be identified if reporting is effectively utilized.
| Expand | ||
|---|---|---|
| ||
|
| Expand | ||
|---|---|---|
| ||
Refer to the Status Change Report section of Looker Reporting for examples of how this report may be utilized to pinpoint why an agent’s Productivity was low on a given day.
|
Disciplinary Action
Disciplinary action should be taken as outlined in the table below for failure to meet weekly Productivity expectations or engaging in work-avoidance practices..
Occurrences | Corrective Action |
|---|---|
First Occurrence | Written Warning (ADP Note) |
Second Occurrence | Written CAP |
Third Occurrence | Final CAP |
Fourth Occurrence | Termination of Employment |