It is the responsibility of the ESP manager to ensure all ESP tasks are completed by each agent as efficiently as possible. The ESP manager must adhere to the following guidelines and expectations to accomplish this goal.
ESP agents, by default, are scheduled to automatically transition from the training environment in ADP to production after 5 days. If an agent has not yet completed Call Certs by the end of day 5 of ESP training, then the agent will transition and this will create problems when the agent tries to complete their Call Certs after day 5.
To correct for this problem, follow the steps below.
How to extend 5 or more agents:
Go to the home page of ADP and select People, Employment, and click Employment Profile
Click the “Status is Active” button and use the search field to search for an agent.
After pulling up the Employee’s information, go to Custom Fields and select “Edit”
Extend the ESP date by clicking the calendar icon in the “ESP End Date” field and selecting the new End Date. Next, select “Done.”
Once the End Date has been extended for all agents needing an extension, go to Black Dashboard. Click “Training Environment” followed by “Classes.”
If you do not show the Training Environment in your Black Dashboard then you must request access by contacting the NOC team.
Find the class that coordinates the ESP manager and dates selected. Click the ‘smiley face’ to the right.
Verify all agents needing the extension are listed. This may take up to 10 minutes.
Email NOC to have this class ‘Spun Up’
If there are fewer than 5 agents then NOC will not ‘Spin Up’ the class and the process below must be followed instead.
Once NOC confirms the class has been ‘Spun Up,’ agents must log out and back in for their environment to change.
How to extend 1-4 agents:
Go to the home page of ADP and select People, Employment, and click Employment Profile
Click the “Status is Active” button and use the search field to search for an agent.
After pulling up the Employee’s information, go to Custom Fields and select “Edit”
Type “Aetna” into the “Uptraining Class” field. Note - this is case-sensitive and must be typed with a capital A.
Both the “Training Graduation Date” and the “ESP End Date” must be expired for this to work.
Click “Done.”
Once this has been completed for all agents needing an extension, go to Black Dashboard. Click “Training Environment” followed by “Classes.”
If you do not show the Training Environment in your Black Dashboard then you must request access by contacting the NOC team.
Find the Aetna class. Click the ‘smiley face’ to the right.
Verify all agents needing the extension are listed. This may take up to 10 minutes.
The agents must log out and log back in before their environment is updated.
The ESP Manager must remember to ‘undo’ this process by erasing “Aetna” and selecting “Done” when the agent has finished all Call Certs.
After confirming agents are complete with everything ESP from the ESP Tracker, agents must be transferred from training ENV in both the Contact Center and Headcount which is located in ADP.
For Contact Center:
Go to People Tab (across the top), Click on Employment and then Employment Profile
Click on “Status is Active” at the top right
Next, click in the search window and search for your agent
On the next screen, search for the “Custom Fields” section (it may be at the bottom left or right) and click “EDIT”
On the next screen, Scroll down until you find “Uptraining Class” (if empty, scroll down to the ESP End Date and change it to the previous days date), erase any words from this section
Hit “Done” at the bottom
For the Headcount:
Scroll to the top of the page and find “Corporate Groups” section, click on “Edit”
Enter today's Date
On the right, locate the “Home Department” section, and click “X”
Type the site name (PRV, SLC, MEM, SAT)
Select the one that says Contact Center in the name for that campaign (511- CareSource, 510- Aetna, 520- Anthem, 544- Assurance). For Example:
Select “Done” at the bottom of the page
Refresh the ADP page, wait 10 minutes, check BlackDash to see if the agent shows in any training ENV classrooms (Campaign: Aetna, or the ESP class with the specific ESP dates).
If no, have agent restart their computer.
If yes, go back to ADP and check you have completed all the steps above for Contact Center. Wait another 10 minutes and have agent restart their computer.
If they are still showing in BlackDash in the training ENV, contact IT and see if there is something wrong on the backend.
Update the ESP tracker in the Transfer to Production column