Call Center Management
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      2. COS Staff Project Management
      3. Call Center Management

      Call Center Management Procedures

      Before the agent shift starts:

      1. Look for an email from NRPG with the end-of-day (EOD) hours for the previous agent shift. Forward this email to Jenelle.
      2. Pull up the Dialer and Slack applications before the agent shift begins.
      3. Email NRPG to ask which project/pollie we will be starting on prior to the shift.

      Dialer and Slack Login Information:
      Dialer URL: https://portal.vacd.biz/agentui/#/home
      Username: CosMonitor
      Password: 123456

      Slack URL: https://slack.com/signin
      Workspace: voterresearch.slack.com
      Login: jclark.voterresearch@gmail.com
      Password: VRManagement2019

      Throughout the Shift:

      1. Stay on top of emails from NRPG regarding any Global Flair Chain updates. Typically, Jo, Jaclyn, Cassie, or Brandon will email any pollie/project changes during the shift.
      2. Ensure agents move to the correct pollie and email NRPG back to confirm you received their request.
      3. Only allow agents who were scheduled for the shift to work. Typically, 6-8 agents are scheduled.
      4. If an agent gets off early and there's an open spot, post a message in Slack to see if anyone wants to work.
      5. When switching to a new pollie, copy the script from cOS, paste it into a Google Doc, and post it in the chat for agents to review before taking calls.
      6. Allow agents to sign into training when switching pollies, but ensure they move to the new pollie first.

      Agent Status Monitoring:

      1. ENGAGED: Agent is on a call
      2. PENDING DISPOSITION: Agent is in wrap-time. They should not sit in this status for more than a minute. If they do, sign them out of the dialer so they can reboot.
      3. AVAILABLE: Agent is waiting for a call
      4. SUSPECT: Agent's dialer is stuck. Cannot boot the agent until they reload their entire dialer/computer system.
      5. BREAK: Agent is on a break. If on break longer than 10 minutes, boot them from the system.

      Other Procedures:

      1. Keep in close contact with agents throughout the day, especially on patch projects.
      2. Agents should not be signing in and out of the dialer. They should let you know if they need to reboot or take an unexpected break.
      3. Breaks should be taken every 2-4 hours.
      4. Monitor agents periodically to ensure they're following proper procedures. Private chat them if coaching is needed. If it's a critical failure, they must be instructed to sign off for the day.
      5. NRPG will email when the shift is over, indicating for all agents to sign out.
      6. At the end of the shift, ensure all agents have signed out completely from the dialer. If an agent doesn't sign out in time, you can log them out.