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Reverse Shadow Readiness - Coggle Diagram
Reverse Shadow Readiness
Entry Activities
Infra Checks
Data
ODC to be used / setup ?
Seat Mapping
RA VPN
VDI Access
Internet access
Test plans and results
Voice
Call Routing DID&PLAN
Call routing timings
Skill Sets
IVR Menu Prompts & Translated scripts signoff
Voice Mail configuration and handling process
Out of office hours
Avaya Logins / Extns
Call Recording setup & tested
CMS for monitoring
Webex for remote watch
Test plans and results
MI FEM process and access
SLA configuration for queues
Compute
Laptop
Client Asset
Headsets
Dual Monitor setup
Resource Checks
Number of people for RS
BGV Status
Access and test plan and results
Leads, MODs, Quality, Soft Skills
Shift Plan
Floor support SMEs
Bookmarks Folders for Agents
WFH Best Practices
Cutover Cadence
Go No / Go Invite sent
Daily Huddles (Int / Ext) invites
Teams SME Channel setup
DL for escalations (Merck ID)
Reverse Shadow Daily cutover invite (Check participants)
MIM Bridge (we are part of it)
Connect with Day 1 Time
Reports & Dashboards
Call Queue monitoring (Real Time and static)
Email arrival monitoring
Backlog dashboard (Static and Realtime)
Call Back tracker
Escalations report (Static and Realtime)
Quality report
EOD Daily Reports format and data
Created / Resolved report
KB Usage reports
Hourly reports (calls)
Exit Activities
Reverse Shadow
Sharing Reverse Shadow experience
Call Handling realtime
Realtime floor support SMEs
Real-time queue monitoring
Email Handling Realtime
Quality Audits and feedback
Call listening - Best / OFI
Backlog tickets management
Reporting
Even log maintenance and action plans