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Asking the Agent the Right Questions:
Agents will not always diagnose or explain the issue correctly.
For example, they may say “My computer won’t turn on,” when it is just an issue with their monitor setup.
Example Questions:
When did this issue start?
Were you able to log in to X system before?
What password are you using? (often, they try “training” even after they are out of training)
Is there a power light on the front of your computer or monitor(s)?
Verify they are connected hardwired.
Did you recently have a power outage? (may have to flip surge protector)
Did you try unplugging/replugging? (ethernet cord, HDMI, etc)
If they are able and willing, video calls, such as FaceTime, are often helpful when you cannot quite figure out the issue the agent is trying to explain.
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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 Jira IT chat When chatting IT, identify yourself as a sup. 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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In some cases, agents may continue working while they wait for new equipment (ie. if the problem is with a mouse but they have a spare mouse of their own they can use until the new one arrives).
Sometimes, they cannot work until the new equipment arrives.
For these situations, ask the agent if they are ok to use PTO or VTO until the equipment arrives.
If so, have them submit the PTO/VTO request in ADP.
Sups should follow up with WFM to explain this is “management excused” due to equipment issues.
Some agents may state they do not want to use PTO or VTO and are adamant they continue logging ADP until the new equipment arrives since the problem is with cXp’s equipment and, therefore, they should not be required to miss out on part of their paycheck.
Per HR, agents may continue logging ADP. However, we should expedite the process by overnighting equipment.
Explain the in the Description box of the ticket that the equipment should be overnighted.
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Capture a screenshot of your shipping request, including the date/time in the bottom-right corner of Windows.
Save this for your records.
Capturing this screenshot does not prove it was submitted because you can’t prove you hit the submit button.
It should show up on Myah’s “Running Report” the next day.
However, one you hit ‘submit’ it vanishes forever so if it doesn’t show up on the report then having the screenshot should at least show you aren’t making things up.
The ‘running report’ is sent daily. Check it each day for a tracking number. If you don’t see a tracking number within 2 days, expedite the issue until a tracking number is received.
Be mindful that some equipment shipping needs are more urgent than others.
Going back to the example of a mouse needing to be shipped -If an agent states they cannot work due to a non-functional cXp mouse and that they have no spare mouse of their own, we can ship them a mouse but if they are adamant about logging ADP until a mouse arrives, they should be advised to drive to the nearest store to purchase a cheap mouse and send us the receipt. We will reimburse.
Some agents have been exploited these situations. For example, situations similar to the example below have occurred on numerous occasions:
Agent claims issue with headset
Sup chats IT and IT confirms
Sup submits equipment shipping request
Agent is adamant about remaining logged into ADP until new headset arrives since it is due to cXp’s faulty headset
Sup advises to drive to nearby store to purchase a basic headset and to email a picture of the receipt, explaining we will reimburse
[Agreeing to these terms is reasonable, but sometimes agents push the boundaries further]Some agents may claim they currently do not have the money to purchase a headset out of pocket, regardless of reimbursement, or claim they have no car and no way to drive to a store to purchase a headset.
At this point, notify HR for further assistance.
AIQ/CXP Tech Support Chat
The AIQ/CXP Tech Support Chat may be utilized for Dialer issues unresolved by the purple help button.
This chat may also be used when urgent issues or trends are identified.
If an agent is about to lose a sale due to a tech issue that you are unable to resolve, you may utilize the tech support chat for assistance.
- If multiple agents are reporting issues, the tech support chat should be notified in case there is a trend that has not yet been identified
your manager for further assistance.
Systemwide Issues
Sometimes, systemwide issues may occur spanning many agents across AIQ and other BPOs.
For example, there has been more than one instance of Amazon Web Services (AWS) going down. The AIQ tech platform is built on AWS so when this goes down, we have no choice but to wait for the issue to be resolved, along with a million or so other AWS users.
Sups should take the initiative to hold impromptu meetings to boost morale and provide team trainings/updates as the option to do so is not common during AEP.
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