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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 sufficient internet speeds

• 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 sound works.
    

    

  • If no device works, reboot comp.

  • If still not working, chat IT.

Damaged/Missing Equipment

For damaged or missing cXp equipment which must be replaced, click the link below to submit an equipment shipping request:

• In some cases, agents may continue working while they wait for new equipment (ie if the problem is with a mouse but they have a spare mouse of their own they can use until the new one arrives).

• Sometimes, they cannot work until the new equipment arrives.

  • For these situations, ask the agent if they are ok to use PTO or VTO until the equipment arrives.

  • If so, have them submit the PTO/VTO request in ADP.

  • Sups should then email or chat WFM to notify this is “management excused” due to equipment issues.

  • Some agents may state they do not want to use PTO or VTO and are adamant they continue logging ADP until the new equipment arrives on grounds that the problem is with cXp’s equipment and, therefore, they should not be required to miss out on part of their paycheck.

  • Per HR, agents may continue logging ADP. However, we should expedite the process by overnighting equipment.

  • Explain the the Description box of the ticket that the equipment should be overnighted.
    
    

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  • However, be mindful that some equipment shipping needs are more urgent than others. Going back to the example of a mouse needing to be shipped - If an agent states they cannot work due to a non-functional cXp mouse, we can ship them a mouse but if they are adamant about logging ADP until a mouse arrives, they should be advised to simply drive to the nearest store to purchase a cheap mous and send us the receipt. We will reimburse.

  • Some agents have been known to take advantage of these situations. Situations similar to the example outlined below are not uncommon:

    • Agent claims issue with headset

    • Sup chats IT and It confirms

    • Sup submits equipment shipping request

    • Agent is adamant about remaining logged into ADP until new headset arrives since it due to cXp’s faulty headset and they cannot afford to miss pay for a situation which cXp should be considered at fault for

    • Sup advises to drive to nearby store to purchase a basic keyboard and to email a picture of the receipt explaining we will reimburse the cost
      
      [The agent agreeing to these terms is considered reasonable, but sometimes the agent pushes the boundaries further]
      

    • Some agents may, at this point, continue to complicate the matter further by claiming they do not have the money to purchase a keyboard out of pocket, regardless of later reimbursement, or claiming they have no car and no means to drive to a store to purchase a keyboard.

    • At this point, notify HR for further assistance.
      

AIQ/CXP Tech Support Chat

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