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Challenges

• In an office setting, a sup may simply view his/her team to see who is present and tap an agent on the shoulder if needing to get their attention.

• In the virtual word, an agent may be logged into ADP and may even show in “Waiting” status for a call but we cannot be certain the agent is away from his/her desk and will miss the next call.

• It is (unfortunately) very common for agents to intermittently move to “Offline” status throughout each shift.

• It is also common for agents to call out, or to NCNS.

Managing Attendance

Start of Shift

Each sup should be mindful of each agent’s scheduled start time.

• If an agent’s start time has passed by an hour 30 minutes or more and they have not logged into ADP, check the WFM attendance sheet for a “Tardy” or “UA” which indicates the agent has communicated their tardy or absence to WFMan approved occurrence (HR approved, PTO, etc) or an unapproved occurrence (Tardy or UA) which indicates WFM has been notified.

• If the attendance sheet is blank , RC WFM to ask if the agent has called in. If not, call the agent.If the attendance sheet indicates NCNS - Call the agent.or NCNS, call the agent’s personal phone to verify the situation and encourage them to login for work.

Attendance Reporting

WFM updates the 90-day Attendance Report each day.

• Points are accrued when:

  • Agents call the WFM attendance line reporting attendance occurrences (tardy, leave early, or absent).

  • Sups notify WFM of attendance occurrences

  • If an agent is absent, tardy, left early, MIA, but does not report these to WFM, the WFM team will catch this the following day when referencing the CR & Productivity Report.

  • The CR & Productivity report shows how many ADP hours were logged.

  • If an agent is short by over 30 minutes ADP minutes, they will be marked MIA.

  • If an agent is short by over 4 ADP hours, they will accrue 1 point.

• Management runs a 90-day pivot once/wk.

• This is added to the Attendance - Weekly Report.

• The notes cell for agents who have accrued points will be highlighted yellow.

• The purpose of the yellow highlight is to prompt sups to leave notes acknowledging points are stacking and attest that the agent has been coached or received a CAP.

• Notes are required for agents who now has 2 or more points in the past 90-days. However, if the agent has already been coached for their current points on a previous week, there is no need to coach again.

• These notes must be added by Close of Business each Wednesday.

• Below demonstrates an example of good coaching notes:

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• Here is an example of an agent who has not had any coaching notes added:

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Accountability

Move agents through the coaching/CAP process as outlined in the Agent Attendance Policy.

• Supervisors failing to notate the Attendance Weekly Report and/or document coachings/CAPs where appropriate will be subject to receiving coachings/CAPs as outlined below: