This guide outlines the steps to take when dealing with tech issues or equipment issues related to equipment, Five9, or other computer software/systems.
Completing Tech Issues Form
Important: For tech issues impacting productivity, agents must complete the following form and include screenshots to substantiate that a legitimate issue has occurred (ie timestamped chats with IT showing the issue was actively worked for the duration of the unproductive time):
Tech Issues Form
Status Usage:
Use Ready if possible. Use Meeting if needed. (ie if the issue is with the headset then you should not use Ready status since you won’t be able to handle calls so use Meeting instead)
Troubleshooting technical issues
Use Chrome first
Try Firefox next followed by Microsoft Edge
Refresh web browsers
Clear cache and cookies
Limit extra internet and app usage as much as possible - Do not stream music or videos.
If the above fails, chat IT by Clicking Here
Agents are responsible to report tech issues to management at least once every 30 min until resolved.
Tips for Chatting IT
Please review the following tips on how to effectively chat IT:
IT Chat: https://public-itchat.cxpxe.net/