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CS Internal Handbook
1. Onboarding Checklist
2. Roster & Shifts
3. Daily SCRUM
4. SLAs and Escalations
5. Reporting
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2. Roster & Shifts

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2.2 Shift Reporting & Fallback

2.2.1 Shift Reporting

Agent on the shift to report on #customersuccess as soon as they join the shift.
a. Time of the message will be considered as the actual shift joining time.
b. Acceptable late time = 5 minutes past shift starting time

2.2.2 Shift Fallback mechanism

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There will be a 3-step fallback mechanism with each step being resorted to if the previous one fails to work.

Step 1: Agent joining in the next/previous shift is required to cover the current shift in case of no-show by agent scheduled.
Step 2: Any of the remaining agents are requested to cover the current shift
Step 3: CS Lead takes over control of Freshchat & Slack temporarily until either:
a. Fallback mechanism Steps 1 & 2 work; or
b. Agent scheduled eventually joins

2.2.3 Penalty for no-show

Action
Criteria
Penalty
1
Joining > 5 mins late
3 or more instances in a month
1 day of Flexi Leave to be deducted
2
Joining > 1 hr late
Every instance
Book leave on Keka for time from shift starting to eventual shift joining
3
No intimation of no-show
Every instance
1 day of Leave to be deducted
4
3rd instance of no-show in a month
-
Agent will be put on the Performance Improvement Plan (PIP) for 30 days and monitored closely.
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2.2.4 Reward for Agents providing cover

Agents providing cover in the above manner will be entitled to corresponding hours of compensatory Flexi Leave added to their leave balance.

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