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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, whether the issue is with the Dialer or their equipment.This allows sups to simply remind agents where to locate the link so that you may continue with your main job function: Assisting with sales.
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 you.
If the agent is unable to troubleshooting, 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.
Basic Troubleshooting
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.
AIQ/CXP Tech Support Chat
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The AIQ/CXP Tech Support Chat is available for sups to utilize may be utilized for Dialer issues unresolved by the purple help button.
This chat may also be used when urgent issues or trends are identified.
If an agent is about to lose a sale due to a tech issue that you are unable to resolve, you may utilize the tech support chat for assistance.
If multiple agents are reporting issues, the tech support chat should be notified in case there is a trend that has not yet been identified.
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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 impromptu meetings to boost morale and provide team trainings/updates as the option to do so is not common during AEP.
Outage Situations
If an agent is unable to work due to internet or power outage, the agent should logout of ADP and work with their ISP or power company. They may log back into ADP when the issue is resolved.