This guide outlines the steps to take when dealing with tech issues or equipment issues not related to the Dialer. Dialer Troubleshooting steps are outlined here.Please follow the steps below to troubleshoot non-Dialer technical issues:
Completing Tech Issues Form
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Important: For tech issues impacting productivity for over 10 minutes, agents must complete the following form and include screenshots to substantiate that a legitimate issue has occurred (ie timestamped chats with supervisor showing the issue was actively worked for the duration of the unproductive time): Tech Issues Form |
Troubleshooting non-Dialer technical issues
Toggle to the “IT Support” Dialer status
Use Chrome first
Try Firefox next followed by Internet ExplorerMicrosoft Edge
Refresh web browsers
Clear cache and cookies
Limit extra internet and app usage as much as possible - Do not stream music or videos.
If all of the above fails, agents should chat IT be referencing the speed sheet below:
...
chat your supervisor. If your sup does not respond within three minutes, reach out to the other supervisors.
Agents are responsible report tech issues at least once every 30 min until resolved.