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.
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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.
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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 checking with notifying sups regarding of agents showing long unproductive times.
Logging off ADP
Supervisors may log agents out of ADP if the following occurs:
An agent has received a chat notification of being in an unproductive status (ie. Offline time, Lunch break over 30 min, Outbound over 2 min, etc) with no response from the agent for 5+ min.
The agent has been called through Teams and/or personal phone with no answer.
Log the agent out of ADP and immediately notify the agent by email that you have logged them out for being in an unproductive status with no response to the chat for over 5 min and no answer to the phone call.
Use the following email template:
”[Agent Name],
Please be advised that you were showing in [unproductive status] for [# min’s]. You were notified by [WFM or yourself] in a Teams chat but I do not yet see a response from you. In addition, I called your [Teams/Personal Line] with no answer. Therefore, in accordance with the guidelines outlined in our Productivity Policy, I have logged you out of ADP. Please let me know when you have received this message and are prepared to work again, at which point you may log back in. As a reminder, showing in unproductive statuses and failing to respond to outreach attempts in a timely manner is a violation of our Productivity Policy and may result in disciplinary action. Let me know if you have any questions or concerns. Thank you for your understanding and cooperation.”When the agent responds, if it turns out that there was a legitimate explanation (ie. Agent notified another sup of emergency situation and had to run out the door for 15 min), simply apologize for the misunderstanding and add the agents ADP time back.
If there is not a legitimate explanation, add an ADP note to the agent’s ADP profile titled “Productivity.”
Reporting
It is not feasible to capture and manage all unproductive time for all agents in real time with the Workforce IQ tool and the chats-time.
However, virtually all incorrect status usage can be identified if reporting is used correctlyeffectively utilized.
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Refer to the Status Change Report section of Looker Reporting for examples of how this report may effectively be utiliz |