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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.

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  • When there is no thumbs-up from the agent and the lunch time continues to build, sups are notified in RC:

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  • 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.

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titleCR & Productivity Report

  • The CR & Productivity Report has a Daily tab which is prepared each day for the preceding workday.

  • Below is the report from June 27. Agent names have been replaced with numbers for discretion.

    • Sorting from highest to lowest CR is a good way to identify agents with low productivity BECAUSE CR was low (ie agents 18-20 have low productivity so their sup likely pulled them off the phones to protect CR which has a direct, negative impact on Productivity).

    • This is further substantiated when looking at their coaching durations. Agent 20 was in coaching for 3 hours.

    • Agent 1 provides a good example of an agent who was not likely pulled for coaching because CR was excellent.

    • This agent deserves credit for the great CR. However, great CR does not exempt agents from the requirement to adhere to the Productivity Policy.

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titleStatus Change Report

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.

  • Without this report, agents will often make statements like “I’m not sure, I thought I was using time correctly.”

  • Sometimes the above statement may be honest, other times, perhaps not completely honest. Either way, this tool will clarify confusion and uncover dishonesty if you know how to use it.

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..

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