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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 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,unable to resolve, sups should chat IT.
Quick Assist
Quick Assist is an app which allows sups to take control of the agent’s computer to expedite troubleshooting when needed.
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Chatting IT
There are two methods for sups to chat IT:
The Rocket Chat labeled “region_06_tech_aiq”
Use the Live Helper Chat first and the RC only as needed.
| Note |
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Only sups should chat IT. Agents should not chat IT unless IT determines it will be more efficient to work directly with the agent. |
Damaged/Missing Equipment
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