Slack Procedures

At the start of each shift: > Click your profile image in the top right hand corner > Click Set yourself as active.

If an agent is set as away then they cannot receive notifications or be alerted of new messages. At the end of a shift, an agent can update to set yourself as away.

All Bluemercury Reps or all Reps working Bluemercury should use and post to the ccbluemercuryteam Slack channel to communicate customer related issues, breaks and lunches.

Sending private messages (pm) to Sups regarding an issue that should be posted to the designated slack channel is not permitted unless advised to do so by Sups.

ESOS are sporadic and are not pre-determined. An ESOS will be posted by SUPS in Slack in channel callcenterengagement. 

An ESOS is an early sign out sheet, where you are able to clock out if you are picked, without using PTO. When participating in an ESOS you won't have to make that time up, it's just getting to leave early without pay for the remainder of your shift that day. 

All reps who participate in an ESOS are not guaranteed to receive an approval to clock out and end their shift. Cannot make up time if you accept ESOS and leave early.

Approval will be determined by call volume, your assigned team, ticket volume, your scheduled hours, and other factors determined by SUPS. You'll be notified in slack if you've been selected.

Click link to view how to Download Slack for mobile: https://slack.com/help/articles/207691318-Download-Slack-for-mobile