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When agents experience tech issues, they should follow the processes outlined in the Agent Tech Issues Guide which provides agents the necessary steps to follow.
If it is Dialer related, they should use the purple help button.
For other issues, the guide provides basic troubleshooting to hopefully resolve before sending to yourequiring your assistance.
If the agent is unable to troubleshootingtroubleshoot, the guide instructs them to reach out to their sup.
Remind agents to toggle to the “IT Support” Dialer status if they have not done so already.
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Asking the Agent the Right Questions -:
Agents will not always diagnose or explain the issue correctly.
For example, they may say “My computer won’t turn on,” when
it is just an issue with their monitor setup.
Example Questions:
When did this issue start?
Were you able to log in to X system before?
What password are you using? (often, they try “training” even after they are out of training)
Is there a power light on the front of your computer or monitor(s)?
Verify they are connected hardwired.
If they are able and willing, video calls, such as FaceTime, are often helpful when you cannot quite figure out the issue the agent is trying to explain.
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For issues which may be browser-based verify agents are using Chrome first followed by Firefox and Microsoft Edge.
Have agents clear cache and cookies.
Verify agents are not streaming music or videos which may created bandwidth issues.
For power issues, have the agent try another outlet or power strip. Have agent verify power strip is on. Facetime or video calls may help with these types of issues.
No Boot Device Found:
Have agent unplug all USB devices (keyboard, mouse, headset, etc)
Have them turn the PC off and then back on
This usually resolves the issue. If not, and it is a cXp device, chat IT.
No Bookmarks - Be sure the agent is not logged into Chrome as themselves.
Hardware Issues:
Personal device: they will need to find someone to assist them.
CXP device: troubleshoot to the best of your ability with agent. Chat IT if unable to resolve.
Sound Issues:
Left-click the sound icon (1) next to the date/time in bottom right corner of Windows.
Click the little up arrow (2) in the screenshot below.
Have agent try each device until it sound works.
If no device works, reboot comp.
If still not working, chat IT.
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Sometimes, systemwide issues may occur spanning many agents across AIQ and other BPOs.
For example, there has been more than one instance of Amazon Web Services (AWS) going down. The AIQ tech platform is built on AWS so when this goes down, we have no choice but to wait for the issue to be resolved, along with a million or so other AWS users.
Sups should seize these opportunities by holding take the initiative to hold impromptu meetings to boost morale and provide team trainings/updates as the option to do so is not common during AEP.
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