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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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 including robust accountability measures for failure to adhere to the policy.
This must be closely monitored and agents must be held accountable to ensure goals are met.
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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 other 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.
Assurance_Telesales Rocket Chat
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