Tech Troubleshooting

Owned by Michael Gaudette (Unlicensed)
Last updated: Jul 29, 2022
1 min read

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 supervisor 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 Microsoft Edge

  • Refresh web browsers

  • Clear cache and cookies

  • 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, chat your supervisor. If your sup does not respond within three minutes, reach out to the other supervisors.

  • Agents are responsible report tech issues at least once every 30 min until resolved.