Overview
In an office setting, a sup may simply view his/her team to see who is present and tap an agent on the shoulder to get their attention.
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Clear expectations with respect to Productivity are outlined in this policy including accountability measures for failure to adhere to the policy.
Productivity must be closely monitored and agents must be held accountable to ensure goals are met.
Workforce IQ
Workforce IQ is a powerful tool to monitor real-time status usage throughout each day.
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Need to capture screenshots during work hours
Filter for your team:
Sort by status:
Sift through your team’s current times in each status to ensure no one is Offline, etc.
CXP WFM Teams Chat
Our CXP WFM team has a group of RTAs monitoring this tool and notifying agents using mentions when the agents are in unproductive statuses for longer than allowed (ie offline, break for over 15 min, etc).
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In addition to the CXP WFM Teams chat, we also have the Assurance_Telesales RC.
The purpose of this chat is for sups and WFM to collaborate.
The two chats, utilized effectively, can be a great way to identify productivity issues and get agents back on the phone.
Here is an example: WFM calls out this agent a few times.
When there is no thumbs-up from the agent and the lunch time continues to build, sups receive an extra nudge in RCare also notified in Rocket Chat:
Here are other examples of what the Assurance_Telesales RC may be used for:
Notify WFM of when agents are being pulled for coaching.
Notify WFM if an agent needs to leave for the day.
Notify WFM of system outages.
Notify WFM of trainings.
WFM notifying sups of agents showing long unproductive times.
Logging off ADP
MIA Agents
Supervisors may log agents out of ADP if the following occurs:
An agent has received a chat notification (from WFM or from Sup) of being in an unproductive status for longer than allowed with no response from the agent within 5 minutes (ie. Offline time, Lunch break for over 30 min, Outbound over 2 minMeeting when no meeting has been scheduled, etc) with no response from the agent for 5+ min.
The agent has been called You’ve called the agent through Teams and/or personal phone with no answer.
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Use the following email template:
”[Agent Name],
Please be advised that you were showing in [unproductive status] for [# min’s]. You were notified by [WFM or yourself] in a Teams chat but I do not yet see a response from you. In addition, I called your [Teams/Personal Line] with no answer. Therefore, in accordance with the guidelines outlined in our Productivity Policy, I have logged you out of ADP. Please let me know when you have received this message and are prepared to work again, at which point you may log back in. As a reminder, showing in unproductive statuses and failing to respond to outreach attempts in a timely manner is a violation of our Productivity Policy and may result in disciplinary action. Let me know if you have any questions or concerns. Thank you for your understanding and cooperation.”When the agent responds, if it turns out that there was a legitimate explanation (ie. Agent notified another sup of emergency situation and had to run out the door for 15 min), simply apologize for the misunderstanding and add the agent's ADP time back.
If there is not a legitimate explanation, add an ADP note to the agent’s ADP profile titled “Productivity.”profile and notify WFM to add an MIA occurrence if the MIA lasts for more than 30 minutes after the initial outreach attempt.
Reporting
It is not feasible to manage all unproductive time for all agents in real-time.
However, virtually all incorrect status usage can be identified if reporting is effectively utilized.
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Disciplinary action should be taken as outlined in the table below for failure to meet weekly Productivity expectations or engaging in workcall-avoidance practices.
Occurrences | Corrective Action |
|---|---|
First Occurrence | Written Warning (ADP Note) |
Second Occurrence | Written CAP |
Third Occurrence | Final CAP |
Fourth Occurrence | Termination of Employment |
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