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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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If ADP is logged 5 min before toggling online in the Dialer and the agent goes offline 15 min before punching out of ADP to avoid end of shift call, then 20 min have already been depleted.
Additional 5 min 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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