Overview
Agents should be on a call, waiting for a call, and dispositioning calls 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.
Training time is considered productive but should only be used if approved by management
Breakdown
5% 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 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 Team Lead and substantiate via screenshots, etc.
Below are the Dialer statuses along with expectations as to when each should be used:
Status | Expectation | Timeframe |
Chat | Used for SMS texts in the Dialer | Sparingly |
Coaching | Used for coachings with TLs | Under 10 min |
Disposition | Used to wrap-up/leave notes for calls | 2 minutes on average. After 5 minutes, Dialer will kick to offline. |
IT Issues | Used when there are technical issues which do not allow an agent to be on the phone | Use only when applicable |
Lunch | Lunch | 30 minutes for a standard 8.5 hour shift |
Meeting | Team meetings; One-on-ones | Determined by TL. Team meetings < 20 minutes. One-on-ones < 30 min/wk. |
Offline | Should only be used before/after shift. Do not allow Dialer to kick to offline during shift | No time should be used offline during shift |
On Break | 2 - fifteen minute breaks are allotted per shift | 2 - fifteen minute breaks for standard 8.5 hour shift |
On Call | On a call with customers | Productive (AHT Target under 75 minutes) |
Outbound | May be selected when searching for a lead. Automatically toggled when the Dial model is clicked. | Should only be manually toggled when searching for a lead. Leads should be promptly located and dialed. |
Training | Agent trainings, Product Certifications, Mindshare, or Bridge assignments | Dependent on the number of training assignments |
Waiting | Waiting for a call | Dependent on agent tier level and RTS status |
Productivity tips and pitfalls
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 little 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” then 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
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 random reasons which is why this must be watched
The Dialer will default to offline status after a call has been dispositioned if agents are not careful to move to the “Online” status
If ADP is logged 5 min before toggling online in the Dialer and the agent goes offline 5 min before punching out of ADP at end of shift, then 10 min have already been depleted
Additional 5 min intermittent increments of offline status throughout the shift for not paying attention will quickly deplete all 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
Our WFM team watches unproductive statuses and notifies agents throughout the day to assist
However, you are responsible to always watch your own offline status and immediately move to online!
If you have tech issues, refer to our Tech Issues speed sheets and complete the Tech Issues Form as instructed in the speed sheets
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