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Important: For Dialer 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 the purple help button or supervisor showing the issue was actively worked for the duration of the unproductive time): Tech Issues Form |
General Troubleshooting
Toggle to the “IT Support” Dialer status
Use Chrome
Capture a screenshot of the issue including the date and time in the bottom-right corner of windows. For “Did not Connect” situations, be sure to also capture the call duration in the upper-left corner. Refer to the example below:
Send the screenshot to your supervisor with a brief explanation of the issue.
Notify the “Medicare Champions” chat of your issue (this allows trends to quickly be identified and escalated).
If the issue impacts more than one call within a short duration in a way which is likely impacting CR, notify your TL that you are staying in the “IT Support” status until further notice.
Refresh the Dialer by clicking the refresh icon in the upper-left corner of Chrome.
Restart Dialer by first, logging out followed by clicking the x and restarting.
Manually type “http://dial.assurance.com” (not including the quotation marks) into you search bar. Do not let the auto-fill functionality complete for you. You must type the entire address yourself.
Restart your computer
Limit extra internet and app usage as much as possible - Do not stream music or videos.
If all of the above fails, chat Assurance IT. Notify them you have completed all of the above steps by copy-pasting the above steps into the chat stating you have completed each of these items.
If Assurance IT cannot help, let your supervisor know by emailing a copy of the AIQ chat.Supervisors should chat the CXP-AIQ Tech Help chat for further assistance
Agents are responsible to capture a screenshot and report Dialer issues at least once every 30 min until resolved.
Computer Settings Optimization
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