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15% of a standard 8-hour shift = 72 minutes.
72 minutes minus 30 minutes of scheduled break time = 42 minutes.
This means there are 42 minutes of buffer time per shift after scheduled breaks to absorb offline, coachings, one-on-ones, team huddles, system issues, equipment issues, etc.
If an agent believes he/she is unable to meet the 85% expectation for reasons beyond his/her control, the agent is responsible to communicate to his/her Team Lead and substantiate via screenshots, etc.
Below are the Dialer statuses along with expectations as to when each should be used:
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To manage productivity time, watch your “Hours Worked” time in the Dialer:
The “Hours Worked” metric above tallies the total time spend each day on a call or waiting for a call as indicated by hovering over the little info icon in the bottom-right corner:
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85% of 8 hours = 6.8 hours
This means if you work a standard 8-hour shift and by the end of this shift, you show 6.8 “Hours Worked” then you can be confident you have reached the 85% expectation
It is ok to be slightly under 6.8 hours depending on how much time was spent in Disposition or Training status
Keep a close eye on the “Offline” notification in the upper-left corner of the Dialer.
The Dialer will often kick agents to offline for various, sometimes random reasons which is why this must be watched
Disposition for 5 minutes kicks to offline
Losing internet connection, even if a quick hiccup will kick to offline
Losing VPN connection, even if for a second will kick to offline
If computer goes to sleep due to screensaver settings, the Dialer will kick to offline
Refreshing browser/clearing cache & cookies will kick to offline
The Dialer will default to offline status after a call has been dispositioned if agents are not careful to move to the “Online” status
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Do Not place yourself in an unproductive status toward end of shift for the sake of avoiding calls which may cause your shift to run long. This damages Productivity and is a form of call avoidance and |
If ADP is logged 5 min before toggling online in the Dialer and the agent goes offline 5 15 min before punching out of ADP at to avoid end of shift call, then 10 20 min have already been depleted.
Additional 5 min intermittent increments of offline status throughout the shift for not paying attention or taking additional breaks will quickly deplete all 42 min.
If you are also pulled for coachings, 1:1s, team huddles, etc, then you will fall short of the day’s 85% expectation
Our WFM team watches unproductive statuses and notifies agents throughout the day to assist with this problem. Agents are expected to acknowledge WFM messages with a thumbs-up.
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However, you are responsible to always watch your own offline status and immediately move to online! |
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