Communication can prove challenging for sups and managers in the remote world. It can often be difficult to get an agent’s attention so making it is unclear if the agent is at their desk working. For example, the following scenario is not uncommon:
An agent shows offline in the Dialer
The WFM team notifies the agent they are showing offline and there is no acknowledgement of message received
The agent’s sup messages the agent with no reply
The sup calls the agent in Teams and there is no answer
The sup calls the agent's phone and there is no answer
Please carefully review this policy and adhere to the expectations outlined to avoid the above situation and prevent other issues that stem from poor communication. Below are the main methods of communication:
Teams chats
Teams meetings/callsRocket chats
CXP inbox
AIQ inbox
Personal inbox
Personal phone number
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Watch your inbox and calendar for meetings added to your calendar and be prepared to attend on time.
If you are stuck on a call and will be late for a meeting, let your sup know via Teams chat.
If your supervisor calls, be prepared to answer.
Rocket Chat
Make sure Rocket Chat is open and notifications are working correctly.
Check for notifications periodically throughout the day and reply as needed.
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The reason for two chat systems is that Rocket Chat is CXPs official system but does not include some useful functionality available with Teams such as the ability to immediately call an individual. However, other departments within CXP are not in the AIQ Teams system and cannot message you there which is why they may message you in Rocket Chat instead.
Inboxes
Have your CXP inbox open on one browser and verify notifications are working correctly.
Have your AIQ inbox open on another browser and verify notifications are working correctly.
Also have your personal inbox ready to check.
Check all inboxes a few times each day.
For received emails, reply to acknowledge receipt.
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Make sure your phone is not silenced in case you receive a work call. Calling phones usually only happens if unable to reach an agent in a Teams chat.
Check ADP to verify your phone number is listed correctly. If not, notify your supervisor.
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Please be advised that if you are in an unproductive Dialer status and you cannot be reached then you may be punched out of ADP. |
| Warning |
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Please be advised that failure to respond to communications in a timely manner may result in corrective actions up to and including termination of employment as deemed appropriate dependent on the frequency and severity of the problem. |
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