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This guide outlines the steps to take when dealing with tech issues or equipment issues not related to the Dialer. Dialer Troubleshooting steps are outlined here.

Completing Tech Issues Form

Important: For tech issues impacting productivity for over 10 minutes, agents must complete the following form and include screenshots to substantiate that a legitimate issue has occurred (ie timestamped chats with IT or TL showing the issue was actively worked for the duration of the unproductive time):

Tech Issues Form

Troubleshooting non-Dialer technical issues

  • Toggle to the “IT Support” Dialer status

  • Use Chrome first

  • Try Firefox next followed by Internet Explorer

  • Refresh web browsers

  • Verify sufficient internet speeds

  • Limit extra internet and app usage as much as possible - Do not stream music or videos.

  • If all of the above fails, agents should chat IT be referencing the speed sheet below:

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