Communication can prove challenging for sups and managers in the remote world. It can often be difficult to get an agent’s attention so 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 agents 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 similarly challenging issues that stem from poor communication.
We have 6 main methods of communication
Teams chats
Teams meetings/calls
Rocket chats
CXP inbox
AIQ inbox
Personal phone number
Agents are expected to be able and ready to receive and respond to communications coming to any of the items listed above.
Teams
Make sure Teams is open and verify notifications are working correctly.
Continually check the Teams icon for notifications of chats.
If there are notifications, toggle to Teams to verify if the chat is urgent or directed specifically at you.
This is true even if on a call because your supervisor may be live-listening and trying to assist you with a sale.
Teams Meetings/Calls
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.
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.
Check both inboxes a few times each day.
Phone
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.
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.
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.