Please remember that if you are experiencing issues with your internet or energy service, equipment issues, problems with the systems, or any other technical issue, you need to report it in real time (up to 10 minutes from the Incident) through a Ticket.
Make sure you add your Anydesk code on the tickets you need support from IT.
If you are taking a call when this happens, make sure you disposition in UContact as: cannot complete call/agent technical issues.
Ensure you include a comment ON THE SAME TICKET once the issue has been resolved.
The time you were disconnected due to a Power outage/Intenet Outage can’t be made up; make your CSS Aware of the situation.
If you know the issue will last for a while, it’s better to try to find a nearby place where you can connect if available; otherwise, consider going and logging in from the site proactively so your EF and bonus won’t be affected. IT could justify up to 1 hour time as “transportation” to complete your shift onsite.
If you are going to the site, remember all you must take are your headsets and CPU. Remember, “agents will be responsible for transportation expenses”.
If IT needs to physically review your equipment or systems to better understand the issue, or if issues with your energy and internet services are frequent, you may be required to go to the site.
You will be advised when and how many days you need to visit the site, and adhering to the request is mandatory; otherwise, your users will be inactivated, and those days won’t be paid until you comply with the request.
Last update by: Nina O (August 20, 2024)