Productivity

Overview

• Agents should be on a call or waiting for a call for at least 85% of the time they are logged into ADP each day.

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

Breakdown & Expectations

• 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,  disposition, 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  management  and  substantiate  via screenshots, etc.

• If you have tech issues, refer to our Tech Issues speed sheets and complete the Tech Issues Form as instructed in the speed sheets

• If ADP is logged 5 min before toggling online in the Dialer and the agent goes offline 15 min before punching out of ADP to avoid end of shift call, then 20 min have already been depleted.

• Additional 5 min increments of offline time throughout the shift for not paying attention or taking additional breaks will quickly deplete the 42 min.

• If you are also pulled for coachings, 1:1s, team huddles, etc, then you will fall short of the day’s 85% expectation

• 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

• Below are the Five9 statuses along with expectations as to when each should be used: