It is the responsibility of the ESP manager to ensure all ESP tasks are completed by each agent as efficiently as possible. The ESP manager must adhere to the following guidelines and expectations to accomplish this goal.
| Expand |
|---|
|
The ESP Manager will be responsible to ensure the following reports are sent daily: Producer World Incompletions after the first AHIP day AHIP/Aetna Incompletions after the fourth AHIP day TBT Incompletions after 3+ days Call Cert Incompletions after 3+ days Agents transferred to production over the past day Agents showing complete with all ESP items but not showing transferred in ADP. Agents showing on this report for more than one day should be flagged.
|
| Expand |
|---|
| title | Manage Go To Trainings |
|---|
|
Onboarding G2T Coordinate with the recruiting team to verify agent class rosters and start dates. Create Go To Trainings for each class as early as possible. Send invites to agents' cXp and personal emails. This G2T will be used by the Onboarding team for 2 days. (Is the person who created the G2T the only one that can open it?)
Breakout Rooms Create a breakout room for any agents needing assistance. Leaders should place all agents on mute in the main G2T. Leaders may address the group in the main G2T with info that applies to all agents (ie setting expectations, asking agents to raise/lower hands before/after breaks, etc.) Back-and-forth dialogue with agents should take place in the Breakout rooms to minimize distractions.
Carrier Cert AHIP/Aetna G2T Create the G2T and add to agent calendars at least 3 days in advance. Send invites to agents' cXp and personal emails. This G2T will be used by the Licensing team for 3.5 days.
Training Team G2T
Create the G2T and add to agent calendars at least 3 days in advance. Send invites to agents' cXp and personal emails. The training team has about 10 days of trainings. G2T Links expire after 1 week there will be at least one additional G2T link that will need to be created and added to agent calendars.
Call Cert/TBT G2T Create the G2T and add to agent calendars at least 3 days in advance. Send invites to agents' cXp and personal emails. This G2T will be used for Call Certs & TBTs. This should only take 2 days to complete but schedule for 3 days in case some do not complete on time. If some agents take longer than 3 days then the TL or Call Cert team Coordinator should forward the invite on the agent’s calendar for up to 2 more days. If any agents take longer than 5 days then a new G2T will need to be set up unless there is already a Call Cert G2T starting for another class in which case they may be added to that one.
|
| Expand |
|---|
| title | Setting Expectations |
|---|
|
|
| Expand |
|---|
| Expand |
|---|
| title | Preparing the Agent Progress Report |
|---|
|
Download the “ESP Agent Progress Report” found in the cXp Leadership Drive.
Update agent names and QAG numbers.
Share the sheet with all agents' personal and cXp email addresses.
Share the sheet with agents' TLs.
| Expand |
|---|
| The ESP Manager is responsible to ensure each team follows expectations outlined for them including daily updates to the ESP Tracker, etc. | If certain teams are lacking in execution then the | manager should fill the gaps and report to the appropriate individuals for accountability.AHIP/Aetna Licensing Team Expectations
Call Cert Team Expectations
Onboarding Leadership Team Expectations
TBT SME Expectations
TL Expectations
| Team Expectations
| Expand |
|---|
|
The following items should be verified with each agent during day one of ESP:
AHIP access - Identify agents unable to login to AHIP and have them follow the troubleshooting steps in the AHIP/Aetna Troubleshooting Guide.
AHIP Payment Issues - Identify any agents that are being charged for AHIP. This is usually due to the agent using their NPN instead of their N-Number at the appropriate location as outlined in the AHIP step-by-step guide.
Equipment Issues - Chat IT as needed.
No More Forms/RTS Issues - Email the cert team for assistance as needed.
The following items must be updated on a daily basis until ESP training is completed:
Attendance
AHIP/Aetna completion status
Call Cert completion status
TBT completion status
Updates to equipment issues
Updates to No More Forms/RTS Issues
| title | ESP Training Environment Extension |
|---|
|
ESP agents, by default, are scheduled to automatically transition from the training environment in ADP to production after 5 days. If an agent has not yet completed Call Certs by the end of day 5 of ESP training, then the agent will transition and this will create problems when the agent tries to complete their Call Certs after day 5. To correct for this problem, follow the steps below. How to extend 5 or more agents: Click the “Status is Active” button and use the search field to search for an agent.  After pulling up the Employee’s information, go to Custom Fields and select “Edit”  Extend the ESP date by clicking the calendar icon in the “ESP End Date” field and selecting the new End Date. Next, select “Done.”  Once the End Date has been extended for all agents needing an extension, go to Black Dashboard. Click “Training Environment” followed by “Classes.”  If you do not show the Training Environment in your Black Dashboard then you must request access by contacting the NOC team.
Find the class that coordinates the ESP manager and dates selected. Click the ‘smiley face’ to the right.
 Verify all agents needing the extension are listed. This may take up to 10 minutes.  Email NOC to have this class ‘Spun Up’ If there are fewer than 5 agents then NOC will not ‘Spin Up’ the class and the process below must be followed instead. Once NOC confirms the class has been ‘Spun Up,’ agents must log out and back in for their environment to change.
How to extend 1-4 agents: Click the “Status is Active” button and use the search field to search for an agent. After pulling up the Employee’s information, go to Custom Fields and select “Edit” Type “Aetna” into the “Uptraining Class” field. Note - this is case-sensitive and must be typed with a capital A.
Both the “Training Graduation Date” and the “ESP End Date” must be expired for this to work.
Click “Done.”  Once this has been completed for all agents needing an extension, go to Black Dashboard. Click “Training Environment” followed by “Classes.” If you do not show the Training Environment in your Black Dashboard then you must request access by contacting the NOC team.
Find the Aetna class. Click the ‘smiley face’ to the right.  Verify all agents needing the extension are listed. This may take up to 10 minutes.  The agents must log out and log back in before their environment is updated.
The ESP Manager must remember to ‘undo’ this process by erasing “Aetna” and selecting “Done” when the agent has finished all Call Certs.
|
| Expand |
|---|
| Before Call Shadowing can take place, ESP managers must first identify a sufficient number of agents who are trusted to assist as Mentors.
Work with Site Directors to identify agents to be trained as Mentors.
Schedule a meeting with the Mentors to cover the expectations outlined in the Call Shadowing guide.| Changing agents to Production |
|
After confirming agents are complete with everything ESP from the ESP Tracker, agents must be transferred from training ENV in both the Contact Center and Headcount which is located in ADP. For Contact Center: Go to People Tab (across the top), Click on Employment and then Employment Profile  Image AddedClick on “Status is Active” at the top right  Image AddedNext, click in the search window and search for your agent  Image AddedOn the next screen, search for the “Custom Fields” section (it may be at the bottom left or right) and click “EDIT”  Image AddedOn the next screen, Scroll down until you find “Uptraining Class” (if empty, scroll down to the ESP End Date and change it to the previous days date), erase any words from this section  Image AddedHit “Done” at the bottom  Image Added
For the Headcount:  Image AddedEnter today's Date  Image AddedOn the right, locate the “Home Department” section, and click “X”  Image AddedType the site name (PRV, SLC, MEM, SAT)  Image AddedSelect the one that says Contact Center in the name for that campaign (511- CareSource, 510- Aetna, 520- Anthem, 544- Assurance). For Example:  Image AddedSelect “Done” at the bottom of the page  Image AddedRefresh the ADP page, wait 10 minutes, check BlackDash to see if the agent shows in any training ENV classrooms (Campaign: Aetna, or the ESP class with the specific ESP dates). If no, have agent restart their computer. If yes, go back to ADP and check you have completed all the steps above for Contact Center. Wait another 10 minutes and have agent restart their computer. If they are still showing in BlackDash in the training ENV, contact IT and see if there is something wrong on the backend.
Update the ESP tracker in the Transfer to Production column
|
