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Agents should be on a call, waiting for a call, and dispositioning calls for at least 85% of the time they are logged into ADP each day.
Dispositioning calls should usually only take 30 seconds but should not take more than 1 minute on average.
Training time is considered productive but should only be used if approved by management
Breakdown
5% 15% of a standard 8-hour shift = 72 minutes.
72 minutes minus 30 minutes of scheduled break time = 42 minutes.
This means there are 42 minutes of buffer time per shift after scheduled breaks to absorb offline, coachings, one-on-ones, team huddles, system issues, equipment issues, etc.
If an agent believes he/she is unable to meet the 85% expectation for reasons beyond his/her control, the agent is responsible to communicate to his/her Team Lead and substantiate via screenshots, etc.
Below are the Dialer statuses along with expectations as to when each should be used:
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To manage productivity time, watch your “Hours Worked” time in the Dialer:
The “Hours Worked” metric above tallies the total time spend each day on a call or waiting for a call as indicated by hovering over the little info icon in the bottom-right corner:
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85% of 8 hours = 6.8 hours
This means if you work a standard 8-hour shift and by the end of this shift, you show 6.8 “Hours Worked” then you can be confident you have reached the 85% expectation
It is ok to be slightly under 6.8 hours depending on how much time was spent in Disposition or Training status
Keep a close eye on the “Offline” notification in the upper-left corner of the Dialer.
The Dialer will often kick agents to offline for various, sometimes random reasons which is why this must be watchedThe Dialer will default to offline status after a call has been dispositioned if agents are not careful to move to the “Online” status
Disposition for 5 minutes kicks to offline
Losing internet connection, even if a quick hiccup will kick to offline
Losing VPN connection, even if for a second will kick to offline
If computer goes to sleep due to screensaver settings, the Dialer will kick to offline
Refreshing browser/clearing cache & cookies will kick to offline
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Do Not place yourself in an unproductive status toward end of shift for the sake of avoiding calls which may cause your shift to run long. This damages Productivity and is a form of call avoidance and |
If ADP is logged 5 min before toggling online in the Dialer and the agent goes offline 5 15 min before punching out of ADP at to avoid end of shift call, then 10 20 min have already been depleted.
Additional 5 min intermittent increments of offline status throughout the shift for not paying attention or taking additional breaks will quickly deplete all 42 min.
If you are also pulled for coachings, 1:1s, team huddles, etc, then you will fall short of the day’s 85% expectation
Our WFM team watches unproductive statuses and notifies agents throughout the day to assist with this problem. Agents are expected to acknowledge WFM messages with a thumbs-up.
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However, you are responsible to always watch your own offline status and immediately move to online! |
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If you have tech issues, refer to our Tech Issues speed sheets and complete the Tech Issues Form as instructed in the speed sheets
Following this process will substantiate tech issue to ensure you are not penalized, should you fall short of 85% due to issues beyond your control