The following chart provides guidance on the Not Ready codes listed in Genesys and when to use them. If you are not sure what status to use, please ask your supervisor.
| Agent Not Responding | This is Ring No Answer. The system tried to place a call to a staff member and they did not answer it. The call then gets put back into the queue for the next available staff member. |
| Break | For your scheduled break or if you have personal business to take care.
NOTE: see policy references below. |
| CCI Correction | To be used when making a case correction from a CCI review |
| Customer Call Back | When staff have to call a customer back. |
| Email/Memo Time | To review emails and memos on the scheduled time. Staff are scheduled for 15 minutes of email/memo time Tuesday through Friday. |
| Engage Meeting | For Engage meeting with your supervisor |
| Meal | For your scheduled lunch time. |
| Mentor Time | This status should only be used for mentors when they are mentoring an ES. |
| Other Supervisor Approved | To be used for any work related activities that require you to be off the phone.
Example: finishing a difficult case |
| Processing Time | For when staff are assigned to process |
| Supervisor Not Ready | This status is for supervisor use only |
| Team Meeting | To be used for meetings |
| Technical Issues | To be used when staff are experiencing tech issues. |
| Training[203] | To be used to complete on-line trainings |
Policy Reference http://dssweb/dpl/adman/POLICIES/2-116.pdf and http://dssweb/dpl/adman/POLICIES/2-115.pdf and http://dssweb/dpl/adman/POLICIES/2-118.pdf
Employees are required to report for work whenever scheduled, to be at their workstation at the starting time and at the prescribed time after rest/meal breaks, and to remain on duty until their work shifts are over. Rest and meal break overages are monitored closely to ensure adequate staffing is available to handle call volume. Excessive and/or repeated overage will be addressed. If the employee has a medical condition that may result in overage, the employee should ensure an HCC is on file.