Productivity Expectations (Agents)

Overview

• Agents should be on calls, waiting for calls, or dispositioning calls for at least 85% of the time logged into ADP each day.

• Dispositioning calls should usually only take 30 seconds or less but should not take more than 1 minute on average.

• Training time is considered productive but should only be used if approved by management.

Minute-by-Minute Breakdown

• 15% of a standard 8-hour shift = 72 minutes.

• 72 minutes minus 30 minutes of scheduled break time = 42 minutes.

• This means  there  are  42  minutes  of  buffer  time  per  shift  after  scheduled  breaks  to  absorb  Offline, coachings,  one-on-ones,  team huddles,  system  issues,  equipment  issues,  etc. 

• If  an  agent  believes  he/she  is  unable  to  meet  the  85%  expectation  for reasons  beyond  his/her  control,  the  agent  is  responsible  to  communicate  to  his/her  supervisor and  substantiate  via screenshots, etc.
  

Dialer Status Definitions

Below are the Dialer statuses along with expectations as to when each should be used:

Time Mangement

• To manage productivity time, watch your “Hours Worked” time in the Dialer:

  

The “Hours Worked” metric above tallies the total time spend each day on a call or waiting for a call as indicated by hovering over the info icon in the bottom-right corner:

• 85% of 8 hours = 6.8 hours

• This means if you work a standard 8-hour shift and by the end of this shift, you show 6.8 “Hours Worked,” you can be confident you have reached the 85% expectation.

• It is ok to be slightly under 6.8 hours depending on how much time was spent in Disposition or Training status. You must manually tally Disposition and Training time to ensure you are not falling short.
  

Offline Status

• Keep a close eye on the “Offline” notification in the upper-left corner of the Dialer.

  

• The Dialer will often kick agents to offline for various, sometimes seemingly random reasons which is why this must be watched carefully.

  • Disposition for 5 minutes kicks to offline.

  • Losing internet connection, even if a quick hiccup will kick to offline.

  • Losing VPN connection, even if for a second will kick to offline.

  • If computer goes to sleep due to screensaver settings, the Dialer will kick to offline.

  • Refreshing browser/clearing cache & cookies will kick to offline.
    

Conversion Rate

• Sales goals are a priority. This is a sales role and failure to convert a sufficient number of calls may prompt supervisors to pull agents for additional coaching time.

• Coaching time is considered “unproductive” as far as the official Productivity calculation is concerned.

• This means that an agent struggling with Conversion may, by extension, also have low Productivity numbers.

• Therefore, it is crucial that agents effectively manage Conversion Rate to prevent collateral damage to Productivity.
  

Tech Issues

• If you have tech issues, refer to our Tech Issues guides and complete the Tech Issues Form as instructed in these guides.

• Following this process will substantiate tech issue to ensure you are not penalized, should you fall short of 85% due to issues beyond your control.
  

End of Shift

• Do not place yourself in an unproductive status toward the end of your shift for the sake of avoiding calls which may cause your shift to run long. This damages Productivity and is a form of call avoidance.
  

WFM Chat

• Our WFM team watches unproductive statuses and notifies agents throughout the day to assist with this problem. Agents are expected to acknowledge WFM messages with a thumbs-up.

• However, you are responsible to watch your own time. If the Dialer kicks you offline, you should be at your desk, monitoring your status in order to immediately toggle back online.

ADP Time Removal

• If an agent logs 8 hours in ADP and shows under 85% Productivity, any unproductive time causing Productivity to fall short of 85% may be removed from ADP.

  • For example, an agent showing 8 hours worked in ADP should show 6.8 hours of On Call, Waiting, Disposition, and Training. This equates to 85%.

  • If an agent shows 8 hours worked in ADP with 6 hours On Call, Waiting, Disposition, and Training, then there is a deficit of 0.8 hours (48 minutes).

  • If there are at least 48 min of “Offline” time, then 48 min will be subtracted from ADP, unless the offline time can be substantiated via screenshots showing legitimate offline time due to system issues, etc.

  • Or, if the agent has overused another “unproductive” status aside from “Offline” in a way which cannot be substantiated, this time may also be subtracted from ADP. ie, an agent spends an hour in Coaching status prior to end of shift but no supervisor/manager advised the agent to move to Coaching status.

    • Supervisors should always notify agents to move to an unproductive status via written text (emails or chats). If a supervisor advises to move to an unproductive status verbally, the agent should remind the supervisor to send a written request.

    • This way there is documentation which may be referenced to ensure ADP time is not subtracted if not justified.

  • If an agent spent 45 min total in “Break” status, 15 minutes may be removed from ADP, etc.

• The supervisor removing ADP time should notify agents of the time removed and why it was removed.

• If there was a misunderstanding which can be substantiated, the ADP time will be added back.
  

ADP Logoff

• Supervisors may log agents out of ADP if the following scenario occurs:

  • An agent has received a chat notification of being in an unproductive status with no response from the agent for 5+ min.

  • The agent has been in the unproductive status for 10+ minutes longer than allowed (ie Lunch break for 40 min, Offline for 10 min, etc).

  • The agent has been called through Teams and/or personal phone with no answer.

• The supervisor should notify you that you have been logged out of ADP for appearing to be unproductive with no responses to the outreach attempts.