Cert Workshops will be managed by TLs and PMs assisting as “Workshop Leads.”
Workforce will schedule Cert time in TeleOpti at times that will have the least impact on Service Levels.
Workshops will be scheduled in agents' calendars at times that match with the time scheduled by WFM in TeleOpti.
One or more TL’s/PM’s will be assigned to lead each Workshop.
The meeting invite for the Workshop will include some links and info to prepare the agent.
Workshop Leads should follow this process:
Be prepared to assist the earliest scheduled agent at the beginning of their shift.
Coordinate efforts with your PM to assist agents who are scheduled outside of your shift.
If you start later than some agents, work with your PM to assist the agents that start later than you.
If you start early and some agents work past your scheduled end time, make sure they have clear direction on how to complete the remainder of the Workshop time either with the assistance of the PM, when possible, or on their own.
Do a roll call and immediately notify WFM in the WFM Rocket Chat of any agents that are late so they can be reminded to join ASAP.
For agents who ultimately are determined to be absent, email WFM and cc their respective TL.
Review the Agent Workshop Expectations Guide with each agent as they join.
Go through the cert step-by-step guide with each agent as they join.
When an agent completes the cert:
The agent must email the Workshop lead and cc their TL with a screenshot of the cert completion proof as instructed in the step-by-step guide.
The Workshop lead must immediately complete the Cert Completion Proof Form with the screenshot proof attached.
WFM should be notified in the WFM Rocket Chat when an agent finished early and is going back to the phones.
When an agent fails a cert exam, the Workshop Lead should follow the steps outlined in the Failed Cert Exams guide including the completion of the Failed Cert Exam Tracking Form (link below).
When an agent experiences technical difficulties:
Ensure the agent has attempted all troubleshooting steps outlined in the Cert Troubleshooting guide.
Chat internal cXp IT to assist if needed.
When an agent cannot proceed due to issues related to the carrier or the carrier portal which are outside the scope of the internal cXp IT team, a Carrier Ticket should be created (link below)
Send an end of day status report on each agent’s progress to Mike Gaudette.
It is common for Workshop Leads to have schedules that end before some of the agents in the Workshop in which case it is fine for the end of day status report to be sent the following day.
This information will be crucial to determine who needs to be rescheduled due to absences or who needs additional time scheduled for failure to complete within the allotted time.