Important - when submitting a time off request / shift swap request, please be sure to also submit a WFM Request from the CS Hub.
In order for your time to track properly, you must be logged in to Chrome profile using your Upwork credentials. Use Google Chrome and install this extension.
Tymeshift Issue Tracker - fill this out if any issues with Tymeshift arise
Process Map
CS Agent General Tasks
General Tasks |
|
|---|---|
| Break - | scheduled break (does not include lunch) |
| Coaching - | 1-2-1 with a TL |
| Lunch - | scheduled lunch |
| R and R - | unscheduled break e.g. restroom break |
| Setup or Early Login - | signing into ZD before shift start time |
| Special Project - | only to be used if requested by a TL or a Manager |
| Team Meeting - | team meeting |
| Ticket Follow Up - | doing follow-up work for a ticket, but may not be IN the ticket |
| Training - | training (or, KB viewing when not in a ticket) |
| Resolving Tech Issue - | having a technical issue and unable to work tickets |
| Chat - | chat agent and no chats or tickets available to work |
| Phones - | phone agent and no calls or tickets available to work |
| Tickets - | ticket agent and no tickets available to work |
Shift Coverage Process
Before requesting a shift trade, make sure the Shift Process Policy & Shift Responsibility sections are understood under the **CS Attendance Policy KB.
A shift trade is unapproved until a TL approves in the Scheduler. If approved - both agents have officially accepted the responsibility of the new shift.
Process Map