Equipment Issue Resolution Process

It is crucial that equipment issues be identified and resolved as soon as possible. Agents without a functional CXP computer will not be able to complete Call Certifications which will delay becoming Ready to Sell. Please adhere to the following process:

• The onboarding team with the help of TLs should immediately identify agents with missing/broken equipment and document in the ESP tracker.

• TLs are responsible to provide daily status updates on

• Agents must reach out to IT IMMEDIATELY when they notice an equipment issue arises by utilizing itchat.cxpxe.net from the CXP equipment or public-itchat.cxpxe.net from their personal device.

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• Only after contacting IT and the SME team has been notified, the agent can then place a ticket http://shipping.connexionpoint.com, if IT can’t fix the issue. (Must submit photo if there is broken equipment)

• The SME team must place a note in the equipment tracking section

• The ESP manager will check the Jira email (sent by the logistics team daily) for any updates on tracking numbers and place it in the ESP Tracker

• The SME team will keep the ESP tracker up to date with any new issues and follow up with agents daily