...
Open the Teams meeting for the duration of time working on certifications.
Stay in “Training” status. Keep a close watch on the Dialer to ensure it does not kick to Offline. If so, immediately toggle back to training.
Agent’s may mute everyone else if there is chatter unrelated to your own cert progress which is distracting but chats must be watched in case your sup is trying to reach you.
Sups are expected to follow this process:
Watch the Workforce Tool to ensure no agents are taking calls who should be working on certs.
Remain available to assist agents as needed.
Utilize the cert step-by-step guides to assist agents.
When an agent fails a cert exam, the agent should immediately notify their supervisor.
When an agent completes the certification, the agent should immediately email their SupIf you fail an exam, immediately notify you sup.
When you complete a cert, immediately email your sup.
8 hours is being allocated for each agent to complete AHIP. Please complete as quickly as possible while ensuring no failed final exam attempts.
Time spent working on certs is being tracked and failure to complete within the time allowed will result in Coachings/CAPs.
Failed test attempts are also being tracked and may result in Coachings/CAPs.
It is prohibited to share exam Q&A’s with others or to assist others with their exams. Anyone engaging in this type of activity will be subject to immediate corrective actions, up to and including termination of employment.
| Tip |
|---|
Improved EfficiencyMove through the modules quickly. For AHIP - Pay attention to the practice quiz questions and answers. These Q&A’s are almost all exactly the same Q&A’s on the final exam. You may take notes for yourself regarding these Q&A’s Download your scores to save for reference to assist with the final exam, but do not share the Q&A’s with other agents. |