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Watch the Workforce Tool to ensure no agents are taking calls who should be working on certs.
Also watch the Workforce Tool to ensure agents in the Workshop are in Training status and toggle back if kicked Offline.
Remain available to assist agents as needed.
Utilize the cert step-by-step guides to assist as needed.
Tech Troubleshooting
Utilize the Troubleshooting guide for tech issues.
Utilize the IT chat if unable to troubleshoot
Carrier/Website/Licensure Issues
If an agent is stuck due to issues related to the carrier, the website or their licensure, email the Licensing Team: slc.licensing@connexionpoint.com
Keep track of these issues and follow up on a regular basis until resolved.
Tracking Completions
For each completion proof, verify it is captured correctly as shown in the screenshot of the carrier’s step-by-step guide.
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