Agents will have time limits for each cert with the expectation that failure to complete on time may result in disciplinary action as outlined in the Time Limit Speed Sheet.
...
First, TLs should be trained on TL Expectations, including how to run Workshops
...
Cert Workshops will be managed by TLs and PMs assisting as “Workshop Leads.”
Workforce will schedule “Certification” Cert time in TeleOpti at times that will have the least impact on Service Levels.
- They
Workshops will be scheduled
to avoid peak call volume times. They will be scheduled such that not too many agents in a particular queue are pulled at once.
The TL or PM is responsible to schedule the Workshop at the time that coincides with TeleOpti.
TL instructions on how to manage workshops will be outlined in the resource.
The TL will know when a Workshop has been scheduled because they’ll receive a notification.
The PM won’t receive a notification but they should be proactive in checking TeleOpti and may also reference WFM’s Cert Tracking Sheet. Although, this sheet does not list the specific time of day to schedule the Workshop so TeleOpti will need to be checked for this.
The name of the meet will indicate who is leading the Workshop and which cert it is for.
Google Meeting settings will capture who attended along with the duration.
Workshop TLs are responsible to notify WFM in the WFM RC in agents' calendars at times that match with the time scheduled by WFM in TeleOpti.
One or more TL’s/PM’s will be assigned to lead each Workshop.
The meeting invite for the Workshop will include some links and info to prepare the agent.
Workshop Leads should follow this process:
Be prepared to assist the earliest scheduled agent at the beginning of their shift.
Coordinate efforts with your PM to assist agents who are scheduled outside of your shift.
If you start later than some agents, work with your PM to assist the agents that start later than you.
If you start early and some agents work past your scheduled end time, make sure they have clear direction on how to complete the remainder of the Workshop time either with the assistance of the PM, when possible, or on their own.
Do a roll call and immediately notify WFM in the WFM Rocket Chat of any agents that are late so they can be
reminded to join ASAP.
For agents who ultimately are determined to be absent, email WFM and cc their respective TL.
Review the Agent Workshop Expectations Guide with each agent as they join.
Go through the cert step-by-step
For AHIP, time will be allocated for agents to complete the practice module quizzes. The class will then review their Q’s and A’s together because most Q’s/A’s appear exactly the same way on the Final exam as they do on the practice quizzes.
If some agents get stuck then the TL’s should prioritize getting everyone else completed before working through one-off situations.
Agents who are skilled with certs and capable of moving ahead of the class may do so in order to get back to the phones sooner.
Whoever scheduled the meet (the TL or the PM) will receive an attendance sheet in their inbox.
The TL is responsible to add each agent’s cXp email next to their name and time duration in this sheet.
Each Agent’s cXp email
Each instance of failed exams
Indicate whether the agent completed the cert or not
This will allow us to generate reporting to:
Follow processes for failed exams
Generate reporting on cert completion
Notify WFM of agents that need to be rescheduled along with how much more time they should be scheduled for.
For agents that need to be rescheduled because they met their time limit or they had to be pulled from the Workshop due to Service Levels:
PM is responsible to communicate this to WFMguide with each agent as they join.
When an agent completes the cert:
The agent must email the Workshop lead and cc their TL with a screenshot of the cert completion proof as instructed in the step-by-step guide.
The Workshop lead must immediately complete the Cert Completion Proof Form with the screenshot proof attached.
WFM should be notified in the WFM Rocket Chat when an agent finished early and is going back to the phones.
When an agent fails a cert exam, the Workshop Lead should follow the steps outlined in the Failed Cert Exams guide including the completion of the Failed Cert Exam Tracking Form (link below).
When an agent experiences technical difficulties:
Ensure the agent has attempted all troubleshooting steps outlined in the Cert Troubleshooting guide.
Chat internal cXp IT to assist if needed.
When an agent cannot proceed due to issues related to the carrier or the carrier portal which are outside the scope of the internal cXp IT team, a Carrier Ticket should be created (link below)
Update the “End of Day Status Notes” column in the AHIP 2021 sheet each day.
Fill it out as much as possible by end of day. Agents that work late into the evening should email their status to the Workshop Leads before they logoff which will allow leaders to update the AHIP sheet in the morning.
Editing permissions have been granted to TL’s and PM’s to update this column. Do not sort, filter or do anything else to the sheet other than update the notes in this column.