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
Next, TLs will be scheduled for Workshops with some cert specialists running these groups to “train the trainers.”
Workforce will schedule “Certification” time in TeleOpti at times that will have the least impact on Service Levels.
They 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 of any agents that are late so they can be tracked down and reminded to join ASAP.
The TL will go through the step-by-step guides with the class to allow everyone to complete together.
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 WFM