...
Workforce IQ is a powerful tool to monitor real-time status usage throughout each day.
Filter for your team:
Sort by status:
Sift through your team’s current times in each status to ensure no one is Offline, etc.
...
When there is no thumbs-up from the agent and the lunch time continues to build, sups receive an extra nudge in RCare also notified in Rocket Chat:
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.
Logging off ADPMIA Agents
Supervisors may log agents out of ADP if the following occurs:
...
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 agent's ADP time back.
If there is not a legitimate explanation, add an ADP note to the agent’s ADP profileprofile and notify WFM to add an MIA occurrence if the MIA lasts for more than 30 minutes after the initial outreach attempt.
Reporting
It is not feasible to manage all unproductive time for all agents in real-time.
However, virtually all incorrect status usage can be identified if reporting is effectively utilized.
...