Usually blocks will be placed for a few clients, so that blocks are remain open for them.

Big labs seats are

closed.

Main observations in bridge.

Adherence – yday was 9 ncns, 3 sick leave

Real time management of agents activities

Konecta RA long HT- training – compile names of frequent ones

Tool is down

Internal communication to agents by wfm?

Break and schedules re-optimization

Exception for the hours when tool is down

Agent status in twilio now- we cant differentiate in real time how long the agent been available without
a task, lets say agent available for 2 hours could mean agent already handled a candidate for 2 hours
then just done. It does t refresh the status

Twilio.com

Product dev- hhow twilio n calibrio shud look like

the new batch from TIP (4 agents) were able to move to 6 am

Hi Phil & Bob,

We were experiencing heavy traffic from 12 pm and we pro-actively took the below actions to stabilize
the queue:

 Ensured no offline activities scheduled from 12-2pm

 Breaks/Lunch scheduled at 12 was deferred 30 mins
 Requested the TL to login as a RA
 Closely monitored RA HT, to escalate to TL if too long.

Absences for the day: 5 NCNS (TIP: 3, TIG: 2)

Kayleigh O'BrienKayleigh O'Br

however we managed clear the offline activies and stablized the que
Proctors

 90 agents scheduled to start at 6am.

 From TELUS, we have a total of 102 agents that will be concurrently scheduled at 6am to
support us on the day.

On top of that we have Konecta agents moving to support us at 6am.

43 agents – we are looking at moving 20 who are on 8am shift & 11am shift

Tech Support

 15 TELUS tech support agents that are scheduled to start at 6am ( 13 HC after shrinkage)
 We managed to secure 8 Tech Support agents for 6am from Steven’s team

But they also have agreed to extend 17 GTCS(Global Test Centre Support) agents to support the
overflow on top of their own volume.

They are not dedicated to handle SCHS volume and Steven confirmed the GTCS agents won’t be
needing training.

So we have a total of 23 Tech Support from the targeted 40.

I have alerted Mike and we will be reaching out to get support from the 25 Konecta tech support agents.

Today is their FIRST DAY IN TRAINING, THEY HAVE ANOTHER 4 DAYS TRAINING,and will be going live
around 14th.

1 in 5 candidated need support

Splashgain – 150 agents

Maintain the files at client folder