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This page is under construction. As of 12/21/21, system updates are expected to take place which will impact these procedures |
First try these basics troubleshooting steps
Use Chrome first
Try Firefox next followed by IE
Refresh web browsers
Limit extra internet and app usage as much as possible - Do not stream music or videos.
If
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the above fails,
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contact
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IT
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- cXp chat for agents using cXp equipment: http://
Agents with cXp-issued devices should use the cXp Tech Chat: itchat.cxpxe.net
/cXp chat for agents using personal equipment: https://. This may be accessed via the Tech Help icon or by typing it into the web browser.
Agents unable to use a cXp-issued device should use IT’s External Chat: public-itchat.cxpxe.net
/You’ve tried both chats and it isn’t working, or if you don’t have a personal device then you may call the Agent Helpline: 866-414-0791 and leave a message with the following information:
Full Name
Home cXp Site
cXpID (example: cxp111234)
Description of your issue
Any troubleshooting you may have already tried. 2. Voicemails are returned on a 1st in, 1st out basis. We will get to your message as soon as we can
Please DO NOT call more than once in a day. This will only bog the queue down further and extend your return call wait time.
NOTE: leaving a voicemail is the slowest way to get assistance. Please be sure you have exhausted the chat options before calling the Helpline.
Agent Helpline
If problem persists, the TL should chat IT directly.. This may be used for on any device that has internet access (WiFi and smart phones will work).
Shipping Equipment
The logistics report goes out daily to all TLs and PMs.
Agents may ask TLs and PMs to reference the logistics report to verify their shipping number and ETA.
If an agent is missing from the logistics report, contact IT
The ESP tracker should be checked/updated regularly
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If all of the above fails, reach out to your direct leadership for assistance.
Equipment Issues
For damaged/missing equipment, follow the process outlined in the video linked below.
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Important - Contact IT first before submitting any tickets |