Managing Attendance

Overview

• In an office setting, a sup may simply view his/her team to see who is present and tap an agent on the shoulder to get their attention.

• In the virtual word, an agent may be logged into ADP and may even show in “Waiting” status for a call but we cannot be certain the agent is not away from his/her desk about to miss the next call.

Missing Start of Shift Agents

• Each sup should be mindful of each agent’s scheduled start time.

• If an agent’s start time has passed by an hour or more and they have not logged into ADP, check the WFM attendance sheet for an approved occurrence (HR approved, PTO, etc) or an unapproved occurrence (Tardy or UA) which indicates WFM is aware.

• If the attendance sheet is blank or NCNS, call the agent’s personal phone to get them online, if possible.

MIA Agents

• If the Dialer shows an agent offline for 10+ min or in an unproductive status for 10+ min longer than allowed (ie 40 min lunch, etc):

  • DM the agent in Teams

  • Call the agent in Teams

  • Call their personal phone and leave a message, if voice box is not full.

• If unable to reach after the above attempts, punch the agent out of ADP and send another Teams chat notifying them of their unproductive status, the outreach attempts made, and that they have now been logged out of ADP.

• Add a note in ADP labeled “MIA.”

• If this becomes a recurring issue, move forward with Coachings/CAPs as appropriate.

Attendance Reporting

• WFM updates the 90-day Attendance Report each day.

• Points are accrued when:

  • Agents call the WFM attendance line reporting attendance occurrences (tardy, leave early, MIA, or absent).

  • Sups notify WFM of attendance occurrences

  • If an agent is absent, tardy, left early, MIA, but does not report these to WFM, the WFM team will catch this the following day when referencing the CR & Productivity Report.

  • The CR & Productivity report shows how many ADP hours were logged.

  • If an agent is short by 30+ ADP minutes, they will be marked MIA.

  • If an agent is short by 4+ ADP hours, they will accrue 1 point.

• The regional manager runs a 90-day pivot once/wk.

• This is added to the Attendance - Weekly Report.

• The Notes cell of this report for agents who have accrued points will be flagged yellow.

• The purpose of the yellow highlight is to prompt the sup to leave a note to acknowledge points are stacking and that the agent is aware and been coached or received a CAP as appropriate.

• Notes are required for:

  • Any agent who now has 2 or more points who had fewer than 2 points from the preceding week’s 90-day pivot.

  • Any agent already with 2 or more points from the previous week’s 90-day pivot who has gained additional points.

• These notes must be added by Close of Business each Wednesday.

Accountability

• Sups are responsible to add ADP notes for agents between two to four points reminding them of the Agent Attendance Policy.

• Sups are responsible move through the coaching/CAP process as outlined in the Agent Attendance Policy.

• As mentioned, sups are responsible to add notes in the Attendance - Weekly report. Below is an example of good coaching notes:

  

• Below is an example of an agent who has not had any coaching notes added:
  

  

• Failure for sups to notate the Attendance Weekly Report and/or issue CAPs where appropriate will themselves be subject to receive coachings/CAPs, according to the table below: