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Does anybody remember reading "1984" many years ago??
Big Brother is out there.
Qwest
1801 California Street Room 4520
Denver, Colorado 80202
Labor Relations Human Resources
Notice of Electronic Data Gathering �?Remote Tool �?CUID Look-Up
January 2, 2009
RE: NOTICE OF ELECTRONIC DATA GATHERING �?REMOTE TOOL �?CUID LOOK-UP
Dear Mr. Roberts and CWA Local Union Leader:
This letter shall serve as notice, pursuant to the Letter of Agreement titled, Electronic Data Gathering of the collective bargaining agreement, regarding the introduction of a new system capability that allows for remote access into call center employees�?desktops to view the time of login at each employee’s work station, when necessary.
Effective as soon as practical following this notice, the Network and Mass Markets organizations plan to utilize a Qwest desktop operations tool (referred as Remote Tool �?CUID Lookup) that provides a new capability to assist management in determining the login time of call center employees when they start their work tours, in the event that a system issue causes a delay recording the login time captured through Avaya system. This tool provides Scheduling Managers and/or their supporting Data Specialists who monitor for schedule adherence, the capability to remotely access the employee’s work station and determine the start of tour login time for the agent whose CUID is input into the tool. The tool itself does not store historical data and can only return the last login time on record.
Occasionally, when a tardy notification is provided to employees, some have requested management to re-check the login time, as many perceive they attempted to login on time as scheduled but due to a delay in the system boot-up or other desktop processes required at login, that data capture by the Avaya system is somewhat delayed and causes the login time to appear as tardy from the employee’s schedule. By pressing “ctrl+alt+del,�?the actual login time (prior to the time captured by Avaya) can be viewed to assess whether the tardy occurrence is legitimate or whether they were system issues that may have contributed to the delay. However, this function must physically be performed at the employee’s work station.
With introduction of the Remote Tool �?CUID Look-Up tool, a similar function of determining the login time can be viewed, much like pressing “ctrl+alt+del�?but this new capability can be performed remotely by Scheduling Managers and/or their supporting staff to determine the login time without the need to physically go to the employee’s work station.
Sincerely,
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