CXP-AIQ Reporting Center

The CXP-AIQ Reporting Center is constantly changing per current Ops needs. As of June 27, here is how it looks.

Attendance - 90 Days
1. This report is updated once per week for the past 90 days.
2. This allows us to easily run a pivot to get a 90 day point tally to verify where coachings/CAPs are appropriate per Attendance Policy expectations.
CR & Productivity report
1. One of the most useful/important/utilized report for tracking performance improvements or lack thereof for accountability purposes.
2. This report is created by splicing the Historical Performance Report - Activity & Granularity Breakout report with the User Time in AUX Status Historical Aggregate report.
3. It is helpful to compare CR and Productivity side-by-side because agents pulled off the phones due to reaching call limits will, as a result, have lower Productivity that day so it provides an easier at-a-glance view of overall performance when viewing both KPIs at the same time.
4. Daily tab
  1. Use personal sheet view and filter for a given agent to see their day-over-day CR and Productivity performance.
  2. It provides detailed information of the duration in each status for the day. Coaching opportunities are easy to spot:
    1. Break status for 40 min
    2. Lunch status for 37 min
    3. Coaching status for longer durations than the agent was pulled for
    4. Meeting status when no meeting was scheduled, etc
  3. Viewing statuses day-over-day may reveal trends of perpetually long break times, etc making it more clear that the situation may warrant coachings/CAPs as appropriate.
5. Weekly tab
  1. Use personal sheet view and filter for a given agent to see their week-over-week CR and Productivity performance.
  2. Any agent falling short on CR or Productivity expectations, per the Assurance Conversion Rate Policy and the Assurance Productivity Policy must be coached each week with a note added by the supervisor outlining what the agent was coached on.
  3. The week-over-week view provides an easy way to identify perpetually low performers for accountability purposes.
  4. For example, agents consistently falling short of the CR and/or Productivity goal consistently each week should move through the CAP process and termed if they cannot or will not take steps needed to improve and meet goal.
Lessons Learned
1. The purpose of this sheet is to notate when we see something that could have been handled better by CXP.
2. For example, let’s say you move through training with your team and when it has concluded, you notice nothing was mentioned about Pipeline.
3. Pipeline should be covered in agent training so it was an oversight by Ops and/or the Training team to have missed this important item.
4. This should be immediately notated in the Lessons Learned sheet. Failure to do so will likely result in everyone forgetting about that miss by the time the chaos of AEP has subsided and the same oversight will likely occur next year.
5. When AEP has concluded, Ops leadership will meet to review the items documented in the Lessons Learned sheet and draft action steps to ensure they are not forgotten next year.
P&P Attestations
1. This sheet is updated periodically to verify which agents have not acknowledged the Policies and Procedures covered in training which they are required to adhere to.
2. Ensuring agents acknowledge these policies allows for easier accountability in the event agents do not adhere to the policies.
3. When issuing a CAP for failure to adhere to a policy, an agent will have more ground to push back if we cannot prove they acknowledged a policy and they claim they were unaware of the policies rules.
QA Weekly
1. This report shows QA passed and failed calls.
2. It shows each call review that took place including every item they passed or were marked down for.
3. Filtering for a given agent will reveal trends. For example, if you see an agent that has missed a 16 point item the past 21 times in a row as shown below, then the agent has failed the past 21 calls. Here is an obvious coaching opportunity, if not a situation for which an agent should have already been termed.
4. We use this report to verify who has failed to meet sufficient QA Pass Rates and move forward with CAPs according to the expectations outlined in the Assurance QA Policy.
Sup Scorecard
1. This tracks weekly KPIs on the team level to show how each team and respective sup is performing.
2. It may be used to identify strong performance for potential sup incentive payments.
3. It may be used to identify perpetually low performance for potential coachings/CAPs
4. In the event downsizing becomes necessary, which will likely occur post-AEP, it may be used in helping decide who will remain in the sup role.