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
Click the “Attendance Tracking” option and select “Save”
Copy the Meeting link and select “Save”
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
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.
This info should be used to update the ESP Master Tracker.
Share the sheet with agents' TL’s and any interested parties.
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.
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.
