Establish Ground Rules for VEO Engagement

[ATMiddleton]

Issue Description

As a Contact Center Manager, I want to establish clear ground rules for engagement, so that contact center agents can communicate effectively, escalate issues properly, and report errors consistently, improving the overall efficiency and experience of both agents and customers.

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Tasks

• [ ] _Establish guidelines on when and how to post issues to Teams channel
• [ ] Establish guidelines on how to escalate issues to Teams channel
• [ ] Document guidelines on posting and escalating issues to Teams channel

Acceptance Criteria

• [ ] Provide training materials for Teams channel engagement
• [ ] Publish guidelines for engagement and participation in Teams channel
• [ ] Established feedback loop for effectiveness of teams channel

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How to configure this issue

• [ ] Attached to a Milestone (when will this be completed?)
• [ ] Attached to an Epic (what body of work is this a part of?)
• [ ] Labeled with Team (product support, analytics-insights, operations, service-design, Console-Services, tools-fe)
• [ ] Labeled with Practice Area (backend, frontend, devops, design, research, product, ia, qa, analytics, contact center, research, accessibility, content)
• [ ] Labeled with Type (bug, request, discovery, documentation, etc.)

[ATMiddleton]

Further discuss will commence at the monthly VEO synch meeting 11/20/24.

[UXCamG]

DRAFT: Tier 2 and Tier 3 Ground Rules