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It is the responsibility of the ESP manager to ensure all ESP tasks are completed by each agent as efficiently as possible. The ESP manager must adhere to the following guidelines and expectations to accomplish this goal.

Schedule a Google Meet by going to calendar.google.com.

Toggle to “Join with Google Meet”

Click the settings cog wheel

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Click the “Attendance Tracking” option and select “Save”

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Copy the Meeting link and select “Save”

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Schedule a meeting in your Outlook Calendar

Label the meeting
invite all agents cXp emails as well as the TLs
Set the time
Add some expectations in the body of the invite
Paste the Google Meet link into the body of the invite

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Following the above steps will generate Google Meet Attendance Reporting. The screenshot below is an example of what this looks like. It is easy to identify agents who were tardy, who left early, or who did spend a full 8 hours in the Meet.
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This info should be used to update the ESP Master Tracker.
Share the sheet with agents' TL’s and any interested parties.
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The TL is responsible to update attendance on the tracking sheet with this information and notify WFM of any occurrences as outlined in the TL Expectations.

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title	Scheduling ESP Meetings/Attendance Reporting

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title	Setting Expectations

Meet with the agents during the first hour or so to provide a brief overview of the ESP program.

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title	Preparing the ESP Master Tracker

Click Here for the Master Tracker Template. Request access if needed.
Copy the template to a new tab and rename it.
Much of the info will need to be pulled from the Training Team’s Class Tracker Sheet. Request access if needed. The following info should be pulled from the Class Tracker Sheet:
- Agent Names
- N-Numbers
- QAG Numbers
- NPN Numbers
- Class Segment
- cXp Email
- Personal Email
- TL Assignment
- Equipment Issues
- No More Forms/RTS Issues
- Training Attendance Points (must manually tally the total points for each agent tracked by the training team)
The info for the “Day of N Number Request” column must be pulled from the Aetna Master N Number Tracker. Request access if needed.
The rest of the sheet must be updated through the course of ESP week and should hopefully be self-explanatory.

The following items should be verified with each agent during day one of ESP:

Citrix TBT Access
- For agents without TBT Access - Enter the date into the 10 Business Days After N Number Request column.
- If it has been 10 business days, have agents call SPOC to gather an incident number. Enter the incident number and date into the tracker.
AHIP access - Identify any agents unable to login to AHIP and have them follow the troubleshooting steps in the AHIP/Aetna Troubleshooting Guide.
AHIP Payment Issues - Identify any agents that are being charged for AHIP. This is usually due to the agent using their NPN instead of their N-Number at the appropriate location as outlined in the AHIP step-by-step guide.
- A carrier ticket must be created.
- Notify the cert team directly by email by end of day with the link to the shared sheet listing agents with payment issues.
Equipment Issues - Chat IT as needed.
No More Forms/RTS Issues - Email the cert team for assistance as needed.

The following items must be updated on a daily basis until ESP training is completed:

Attendance
AHIP/Aetna completion status
Call Cert completion status
TBT completion status
Updates to equipment issues
Updates to No More Forms/RTS Issues

Download the “ESP Agent Progress Report” found in the cXp Leadership Drive. If you are an ESP manager and do not have access to the drive then you should request access.

Update agent names and QAG numbers.

Share the file with all agents cXp email addresses.

Share the sheet with agents' TL’s and any interested parties

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title	Updating the ESP Master Tracker

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title	Preparing the Agent Progress Report

Reporting

The ESP Manager will be responsible to ensure the following reports are sent daily:

Producer World Incompletions after the first AHIP day
AHIP/Aetna Incompletions after the fourth AHIP day
TBT Incompletions after 3+ days
Call Cert Incompletions after 3+ days
Agents transferred to production over the past day
Agents showing complete with all ESP items but not showing transferred in ADP. Agents showing on this report for more than one day should be flagged.

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title	Manage Go To Trainings

Onboarding G2T

Coordinate with the recruiting team to verify agent class rosters and start dates.
Create Go To Trainings for each class as early as possible.
Send invites to agents' cXp and personal emails.
This G2T will be used by the Onboarding team for 2 days.
(Is the person who created the G2T the only one that can open it?)

Breakout Rooms

Create a breakout room for any agents needing assistance.
Leaders should place all agents on mute in the main G2T.
Leaders may address the group in the main G2T with info that applies to all agents (ie setting expectations, asking agents to raise/lower hands before/after breaks, etc.) Back-and-forth dialogue with agents should take place in the Breakout rooms to minimize distractions.

AHIP/Aetna G2T

Create the G2T and add to agent calendars at least 3 days in advance.
Send invites to agents' cXp and personal emails.
This G2T will be used by the Licensing team for 3.5 days.

Training Team G2T

Create the G2T and add to agent calendars at least 3 days in advance.
Send invites to agents' cXp and personal emails.
The training team has about 10 days of trainings.
G2T Links expire after 1 week there will be at least one additional G2T link that will need to be created and added to agent calendars.

Call Cert/TBT G2T

Create the G2T and add to agent calendars at least 3 days in advance.
Send invites to agents' cXp and personal emails.
This G2T will be used for Call Certs & TBTs. This should only take 2 days to complete but schedule for 3 days in case some do not complete on time.
If some agents take longer than 3 days then the TL or Cert Coordinator should forward the invite on the agent’s calendar for up to 2 more days.
If any agents take longer than 5 days then a new G2T will need to be set up unless there is already a Call Cert G2T starting for another class in which case they may be added to that one.

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title	Setting Expectations

Meet with agents during the first hour or two of day 1 for welcoming agents, introductions, and providing an overview of the ESP program.

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title	ESP Training Environment Extension

ESP agents, by default, are scheduled to automatically transition from the training environment in ADP to production after 5 days. If an agent has not yet completed all Call Certs by the end of day 5 of ESP training, then the agent will transition and this will create problems when the agent tries to complete their Call Certs after day 5.

To correct for this problem, follow the steps below.

How to extend 5 or more agents:

Go to the home page of ADP and select People, Employment, and click Employment Profile

Click the “Status is Active” button and use the search field to search for an agent.
After pulling up the Employee’s information, go to Custom Fields and select “Edit”
Extend the ESP date by clicking the calendar icon in the “ESP End Date” field and selecting the new End Date. Next, select “Done.”
Once the End Date has been extended for all agents needing an extension, go to Black Dashboard. Click “Training Environment” followed by “Classes.”
If you do not show the Training Environment in your Black Dashboard then you must request access by contacting the NOC team.
Find the class that coordinates the ESP manager and dates selected. Click the ‘smiley face’ to the right.
Verify all agents needing the extension are listed. This may take up to 10 minutes.
Email NOC to have this class ‘Spun Up’
If there are fewer than 5 agents then NOC will not ‘Spin Up’ the class and the process below must be followed instead.
Once NOC confirms the class has been ‘Spun Up,’ agents must log out and back in for their environment to change.

How to extend 1-4 agents:

Go to the home page of ADP and select People, Employment, and click Employment Profile

Click the “Status is Active” button and use the search field to search for an agent.
After pulling up the Employee’s information, go to Custom Fields and select “Edit”
Type “Aetna” into the “Uptraining Class” field. Note - this is case-sensitive and must be typed with a capital A.
Both the “Training Graduation Date” and the “ESP End Date” must be expired for this to work.
Click “Done.”
Once this has been completed for all agents needing an extension, go to Black Dashboard. Click “Training Environment” followed by “Classes.”
If you do not show the Training Environment in your Black Dashboard then you must request access by contacting the NOC team.
Find the Aetna class. Click the ‘smiley face’ to the right.
Verify all agents needing the extension are listed. This may take up to 10 minutes.
The agents must log out and log back in before their environment is updated.
The ESP Manager must remember to ‘undo’ this process by erasing “Aetna” and selecting “Done” when the agent has finished all Call Certs.

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title	Call Shadowing

Before Call Shadowing can take place, ESP managers must first identify a reasonable number of competent agents who are trusted to train other agents to assist as Mentors.

Work with Site Directors to identify agents to be trained as Mentors.
Schedule a meeting with the Mentors to cover the expectations outlined in the Call Shadowing guide.
Remind TL’s that they are responsible to set up the Google Meets for shadowing and must allow agents into the Meets as needed.

Changing agents to Production

After confirming agents are complete with everything ESP from the ESP Tracker, agents must be transferred from training ENV in both the Contact Center and Headcount which is located in ADP.

For Contact Center:

Go to People Tab (across the top), Click on Employment and then Employment Profile
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Click on “Status is Active” at the top right
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Next, click in the search window and search for your agent
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On the next screen, search for the “Custom Fields” section (it may be at the bottom left or right) and click “EDIT”
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On the next screen, Scroll down until you find “Uptraining Class” (if empty, scroll down to the ESP End Date and change it to the previous days date), erase any words from this section
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Hit “Done” at the bottom
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For the Headcount:

Scroll to the top of the page and find “Corporate Groups” section, click on “Edit”

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Enter today's Date
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On the right, locate the “Home Department” section, and click “X”
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Type the site name (PRV, SLC, MEM, SAT)
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Select the one that says Contact Center in the name for that campaign (511- CareSource, 510- Aetna, 520- Anthem, 544- Assurance). For Example:
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Select “Done” at the bottom of the page
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Refresh the ADP page, wait 10 minutes, check BlackDash to see if the agent shows in any training ENV classrooms (Campaign: Aetna, or the ESP class with the specific ESP dates).
- If no, have agent restart their computer.
- If yes, go back to ADP and check you have completed all the steps above for Contact Center. Wait another 10 minutes and have agent restart their computer.
- If they are still showing in BlackDash in the training ENV, contact IT and see if there is something wrong on the backend.
Update the ESP tracker in the Transfer to Production column

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title	ESP Aetna Ops Leadership SharePoint Resources

Please be aware that There is a folder within Utilize the Ops Leadership SharePoint for 2021 2022 Aetna ESP Resources which is where many of the resources referenced above are located folder for updating/storing resources pertinent to the ESP program.

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