It is crucial that equipment issues be identified and resolved as soon as possible. Agents without a functional cXp CXP computer will not be able to complete Call Certifications which will delay becoming Ready to Sell. Please adhere to the following process:
Agents should be proactive in communicating and working to resolve equipment issues.The onboarding team with the help of TLs should immediately identify agents with missing/broken equipment and document in the ESP tracker.
TLs are responsible to provide daily status updates on
Agents must reach out to IT IMMEDIATELY when they notice an equipment issue arises by utilizing itchat.cxpxe.net from the CXP equipment or public-itchat.cxpxe.net from their personal device.
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Only after contacting IT and the SME team has been notified, the agent can then place a ticket http://shipping.connexionpoint.com, if IT can’t fix the issue. (Must submit photo if there is broken equipment)
The SME team must place a note in the equipment tracking section
The ESP manager will check the Jira email (sent by the logistics team daily) for any updates on tracking numbers and place it in the ESP Tracker
The SME team will keep the ESP tracker up to date with any new issues and follow up with agents daily