Overview
In an office setting, a sup may simply view his/her team to see who is present and tap an agent on the shoulder to get their attention.
In the remote word, an agent may be logged into ADP and may even show in “Waiting” status for a call but we cannot be certain the agent is not away from his/her desk about to miss the next call.
Agent Expectations
The Assurance Productivity Policy is covered in training and all agents are expected to acknowledge as an XE Learn Flash.
Clear expectations with respect to Productivity are outlined in this policy include robust accountability measures for failure to adhere to the policy.
Regardless, this remains one of the more difficult policies effectively manage.
Workforce IQ
Workforce IQ is a powerful tool to monitor real-time status usage throughout the day.
Need to capture screenshots during work hours
CXP WFM Teams Chat
Our CXP WFM team has a group of RTAs monitoring this tool and notifying agents using mentions when the agent is offline or in an unproductive status for longer than they should be (ie break for over 15 min, etc).
There should be no other chatter in this chat other than WFM calling out unproductive times and agents acknowledging with a thumbs-up.
If an replies to an RTA explaining why they were unproductive, regardless of whether the reason is valid, the agent should be reminded in a side chat that any concerns with RTA mentions should be brought to their supervisor.
Sups should pay attention to these notices from WFM as they often identify agents in unproductive statuses for extended periods.
Assurance_Telesales Rocket Chat
In addition to the CXP WFM Teams chat, we also have the Assurance_Telesales RC.
The purpose of this chat is for sups and WFM to collaborate.
The two chats can be an effective way to identify productivity issues and get agents back on the phone if utilized well.
Here is an example from earlier today:
WFM calls out this agent a few times.
When there is no thumbs-up from the agent and the lunch time continues to build, they reach out to the sups in RC:
Here are other examples of what the Assurance_Telesales RC may be used for:
Notify WFM of when agents are being pulled for coaching.
This way they know the agent is in coaching for legitimate reasons and will not call the agent out in the CXP WFM Teams chat.
They also document coaching times in WFM reporting which may be referenced when coaching agents on low Productivity.
Notify WFM if an agent needs to leave for the day.
Notify WFM of system outages.
Notify WFM of trainings.
WFM checking with sups regarding agents showing long unproductive times
Reporting
It is not feasible to capture and manage all unproductive time for all agents in real time with the Workforce IQ tool and the chats.
However, virtually all incorrect status usage can be identified if reporting is used correctly.
The CR & Productivity Report has a Daily tab which is prepared each day for the preceding day.
Below is the report from June 27. The agent names have been replaced with numbers.
Sorting from highest to lowest CR is a good way to identify agents with low productivity BECAUSE CR was low (ie agents 18-20 have low productivity so their sup likely pulled them off the phones to protect CR which has a direct negative impact on Productivity).
This is further substantiated when looking at their coaching durations. Agent 20 was in coaching for 3 hours
Agent 1 provides a good example of an agent who was not pulled for coaching because CR was excellent.
This agent deserves credit for the great CR, but this does not grant the agent bonus unproductive minutes to use.
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