Touchpoints
This Call is for the SSM's first introduction and for setting expectations for the extended program.
What is a "Welcome Call"?
This status code indicates that the agent is ready and available to handle incoming calls.
What is "Ready (Voice, Voicemail)?"
When an agent is engaged in follow-up tasks after a previous student interaction, they are temporarily unavailable in this status code.
What is "Follow Up Work"?
All agents are required to do this at the start of their workday and when they return from lunch.
What is "Log in to Five9"?
The Goal of these touchpoints are to conduct temperature checks on student progress in class and review attendance and academic progress.
What are "Middle Touchpoints" in the middle extended stage?
When an agent is attending live classes or conducting orientation, they are in this status code.
What is "Classroom" status?
If an agent is in a team or company meeting, they are in this status code.
What is "Meeting"?
All agents are required to do this for lunch and at the end of each business workday.
What is "Log out of Five9"?
The purpose of this intervention call is to provide support for students struggling with grades or academic performance.
What is am "Academic Intervention"?
An agent engaged in personal development activities approved by their manager is in this status code.
What is "Personal Development" status?
An agent taking a restroom break (outside of the normal break) is in this status code.
What is "Restroom"?
Agents do not logout of Five9 during these types of breaks
What are Restroom and Break?
These interventions are conducted for students facing attendance issues in the program?
What are "Attendance Interventions"
When an agent is experiencing technical difficulties and unable to handle calls, they are in this status code.
What is "Technical Issues"?
This status code is used when an agent has a scheduled engagement, such as a meeting or appointment.
What is "Scheduled Engagement"?
This status should be used when sending student emails, or messages on Canvas.
What is Scheduled Engagement?
This touchpoint attempts to address low Net Promoter Score (NPS) results or declining scores of students?
What is an "Experience Intervention" call
This status code is used when an agent is on a scheduled break and not available to handle calls.
What is "Break"?
When an agent is in a 1-on-1 training session conducted by their manager, they are in this status code.
What is "Coaching"?
An Agent that is reaching out to a UPM to get an answer about a specific Partner request would be in this status
What is "Follow Up Work"?