Tech Issues
- Michael Gaudette (Unlicensed)
This guide outlines the steps to take when dealing with tech issues or equipment issues related to equipment, Citrix, or other computer software/systems.
Completing Tech Issues Form
Important: For tech issues impacting productivity, agents must complete the following form and include screenshots to substantiate that a legitimate issue has occurred (ie timestamped chats with IT showing the issue was actively worked for the duration of the unproductive time and/or screenshots of the issue showing date/time in bottom-right corner of Windows):
Tech Issues Form
Troubleshooting technical issues
Clear cache and cookies
Restart Citrix
Use Chrome first
Try Firefox next followed by Microsoft Edge
Refresh web browsers
Limit extra internet and app usage as much as possible - Do not stream music or videos.
If the above fails, notify your supervisor.
If your sup is unavailable or advises you to chat IT, Click Here for IT assistance.
Agents are responsible to report tech issues to your supervisor at least once every 30 min until resolved.
Tips for Chatting IT
Please review the following tips on how to effectively chat IT:
IT Chat: https://public-itchat.cxpxe.net/