Sound Alert to Notify Agents in Engage Voice when their Status is in RNA
Our agents work remotely 24/7 and are not always consistently in front of their computer screen or may be working in other programs. If they are put in RNA Status, a team member may not be aware of this looking at their RC screen or being alerted by another team member or supervisor. This has caused some of our agents to be in RNA status for long periods of time. In turn, this may impact or services if agents are missing calls.
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Autumn
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Raquel
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Our agents often work with multiple screens and are handling patient facing workflows. Their main role is to assist patients while making themselves available for incoming calls. however, they are not made aware when they roll into 'RNA State'. This is also a metric they are audited on.