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Cert Workshops will be managed by TLs assigned to assist and PMs assisting as “Workshop Leads.”

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First, TLs will be trained on TL Expectations, including how to lead the Workshops.

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  • Workforce will schedule Cert time in TeleOpti at times that will have the least impact on Service Levels.

  • Operations management will schedule Workshops Workshops will be scheduled in agents' calendars at times that match with the time scheduled by WFM in TeleOpti.

  • Operations management will assign one TL as the Workshop Lead for One or more TL’s/PM’s will be assigned to lead each Workshop.

  • Operations management will state in the The meeting invite for the name of the Workshop Lead, the link for the cert step-by-step guide, and the link for the Agent Workshop Expectations GuideWorkshop will include some links and info to prepare the agent.

  • Workshop Leads should follow this process:

  • Begin each session on time.

  • Review the Agent Workshop Expectations Guide with the agents

    1. Be prepared to assist the earliest scheduled agent at the beginning of their shift.

    2. Coordinate efforts with your PM to assist agents who are scheduled outside of your shift.

      1. If you start later than some agents, work with your PM to assist the agents that start later than you.

      2. If you start early and some agents work past your scheduled end time, make sure they have clear direction on how to complete the remainder of the Workshop time either with the assistance of the PM, when possible, or on their own.

    3. Do a roll call and immediately notify WFM in the WFM Rocket Chat of any agents that are late so they can be reminded to join ASAP.

    4. For agents who ultimately are determined to be absent, email WFM and cc their respective TL.

    5. Review the Agent Workshop Expectations Guide with each agent as they join.

    6. Go through the cert step-by-step guide with the class to keep everyone on pace and moving efficiently.

    7. Set the expectation that agents who are comfortable setting their own pace may move ahead of the group to finish sooner.

    8. If one or two agents get stuck then continue assisting the majority of the group before assisting the one-off situationseach agent as they join.

  • When an agent completes the cert:

    • The agent must email the Workshop lead and cc their TL with a screenshot of the cert completion proof as instructed in the step-by-step guide.

    • The Workshop lead must immediately complete the Cert Completion Proof Form with the screenshot proof attached.

    • WFM should be notified in the WFM Rocket Chat when an agent finished early and is going back to the phones.

  • When an agent fails a cert exam, the Workshop Lead should follow the steps outlined in the Failed Cert Exams guide including the completion of the Failed Cert Exam Tracking Form (link below).

  • When an agent experiences technical difficulties:

    • Ensure the agent has attempted all troubleshooting steps outlined in the Cert Troubleshooting guide.

    • Chat internal cXp IT to assist if needed.

  • When an agent cannot proceed due to issues related to the carrier or the carrier portal which are outside the scope of the internal cXp IT team, a Carrier Ticket should be created (link below)

  • Update the “End of Day Status Notes” column in the AHIP 2021 sheet each day.

    • Fill it out as much as possible by end of day. Agents that work late into the evening should email their status to the Workshop Leads before they logoff which will allow leaders to update the AHIP sheet in the morning.

    • Editing permissions have been granted to TL’s and PM’s to update this column. Do not sort, filter or do anything else to the sheet other than update the notes in this column.

Forms:

Cert Completion Proof Form

Failed Cert Exam Tracking Form

Carrier Ticket Form