Agent Tech Issues Guide
When agents experience tech issues, they should follow the processes outlined in the Agent Tech Issues Guide which provides agents the necessary steps to follow, whether the issue is with the Dialer or their equipment.
This allows sups to simply remind agents where to locate the link so that you may continue with your main job function: Assisting with sales.
AIQ/CXP Tech Support Chat
However, some situations are more urgent than others.
The AIQ/CXP Tech Support Chat is available for sups to utilize when urgent issues or trends are identified.
If an agent is about to lose a sale due to a tech issue that you are unable to resolve, you may utilize the tech support chat for assistance.
If multiple agents are reporting issues, the tech support chat should be notified in case there is a trend that has not yet been identified.
Systemwide Issues
Sometimes, systemwide issues may occur spanning many agents across AIQ and other BPOs.
For example, there has been more than one instance of Amazon Web Services (AWS) going down. The AIQ tech platform is built on AWS so when this goes down, we have no choice but to wait for the issue to be resolved, along with a million or so other AWS users.
Sups should seize these opportunities by holding impromptu meetings to boost morale and provide team trainings/updates as the option to do so is not common during AEP.