Agent Daily Operations Handbook

FACTORIAL

Our main clocking-in and session management platform.

Our clocking-in tool is called Factorial, which we will use for the following actions:

Clocking in at the start and end of our shift and our breaks.
Requesting holiday and other leave.

To Access & Start

Access the platform and start the session with our Leadtech Google account.
Once we have access, we will go to "Start".
Once we are in, we can select whether we work from Home or from the Office.

Clock Controls

Clock in: To log the start of your working day and when returning from a break.

Pause: When we take a break. Note that breakfast breaks are counted as part of the working day. However, if the 20-minute break exceeds this time, we must take this into account when clocking in.

Clock out: When we finish our shift or have a planned absence (e.g. medical appointments).

In the event of an incident, we must report via HR Requests. For external employees, the Randstad administrator needs to be contacted.

GMAIL & GOOGLE CALENDAR

Essential coordination hub for checking meetings and processing notes.

To receive and read critical notifications, as well as to see which meetings and/or training sessions we might have during the day, we must always have Gmail and Google Calendar open.

Gmail Organisation

During our day, we have allocated non-productive time. This is called Concentration Time (see Playvox section), and this is used, in part, to revise and read the emails we receive (emails from Quality/Playvox, any changes in the products we process, etc). We must take this opportunity to thoroughly review these emails and address any questions we may have.

Starred (Destacados)

For emails that we must revise and respond to, use the Starred flag to guarantee they never get lost.

Labels (Etiquetas)

Create Labels and Sub-labels for specific products (e.g. ESTA, PACK India) or use the "Move to" icon to stay organized.

Google Calendar Protocol

Calendar must be kept open at all times and notifications enabled. Check at the start of your shift if any meeting or training sessions are scheduled to organize breaks accordingly. Always accept or decline invitations, notifying your Team Leader if you decline.

Out of Office Best Practice

Always indicate your OFF days, weekends, or holidays using the "Out of Office" event on Google Calendar. This will automatically decline incoming invitations so planning departments can adjust schedules.

GOOGLE CHAT

Communication & fast incident mitigation platform.

It is ESSENTIAL always to have Google Chat open and notifications allowed. This tool is what allows us to communicate and coordinate with the team, report incidents, and check active groups.

Mandatory Pinned Chats

You should have access to these three main spaces. If you don't, contact your TL immediately:

1. EVERYONE - Visados ALL

2. EVERYONE - Work From Home (Trabajo Desde Casa)

3. ONLY PRIORITY TEAM (Grupo A, B, or C Priority depending on assignment)

Pro-Tip: To pin, hover over the chat -> click the three dots icon -> select "Pin" so they always show at the top of your stack.

Visados ALL

Primary announcements portal for the entire Visa department.

This general chat space is designated for general aspects of the Project, assignment preparation notices, process doubts, and overall notifications for agents within the Visados project.

General Incident Logging

Any generic incident relating to the Visados CRM should be reported here to alert coordinators and other active agents.

Work From Home

Trabajo Desde Casa CS Communications Channel.

This is a general chat room for all Leadtech Customer Service (CS) employees, regardless of the specific project you are currently assigned to.

Shift & Break Declarations

In this channel, you must strictly report:

When starting your working day
When starting and returning from breaks (breakfast, lunch)
When finishing your shift

This acts as an essential fallback log in case Factorial experiences platform issues, so we can raise HR requests with clear communication proof.

Priority Team

Priority groups workflow synchronization.

Specific dedicated chats representing your assigned Priority Group (Grupo A Priority, Grupo B, or Grupo C).

Protocol Expectations

To keep the rest of your immediate priority teammates updated, you are required to:

Indicate your daily start and end times in strict alignment with assigned shifts.
Report any relevant product-level incident instantly according to your active priority group.

Other Chats by Products

Synchronized product-specific communication rooms.

These include rooms like ESTA, EVUS, Canada, UKMeta, Malaysia DAC, Thailandac, New Zealand TD, Indonesia eVOA, Australia ETA, and Indonesia eCD.

Onboarding & Coordination Rules:

Training addition: Once trained in any product, you must be added to its chat. If not, contact the trainer or TLs immediately (via cs_tlvisados@leadtech.com).
Avoid overlapping: Always report which specific Group/Prio you are currently processing. If multiple agents process the same Prio, distribute the emails/tickets clearly in the chat to prevent treading on each other's toes.
Sign-off notices: Always notify the chat when you STOP processing the product.
Doubts: Raise your product questions here after consulting manuals so other active agents with product knowledge can support you.

EXPERT

Operational Support

With the implementation of the Expert role, they will be in charge of helping in the organisation of the agents who are processing simultaneously in the same product, ensuring efficient management.

Key Guidelines:

Remain highly attentive to notifications from the Expert to adapt or switch your processing Group/Prio when requested.
Consult the Expert for simple or highly specific product doubts before attempting escalations.
For complex procedures, work with the Expert to determine if a case must be escalated to the Project Specialists (PS).

Expert Roster & Assignments

Access the official live tracking grid for Expert shifts, rosters, and assignments.

Open Expert Spreadsheet

PLAYVOX

Daily assignments queue priority standards.

Our daily assignment is checked directly inside the Playvox tool. TLs organize priorities targeting cases/emails received before 6:00 AM (CEST) and coordinating incoming traffic.

Bento Priority Fields Definition

a. Icon: Mostly displays the flag of the product's destination country. Non-visa projects (e.g. THCS) use a world map icon.

b. Results: The live item counter showing pending emails/visas remaining in your active queue.

c. Manual: On-screen link guiding you directly to the relevant manual chapter.

d. Typology: Base category - indicates whether items are emails or visas.

e. Group preferences: Common visa processing name tags.

f. Description: High-level summaries mapping required actions.

Shared Assignment Workload Routing

If you share a product assignment with other agents, distribute workloads via active chats from top to bottom (never reverse or jump items to keep ordering pristine):

> "Colleague 1 handles 2 August emails from the top down."

> "Colleague 2 handles 3 August emails from the oldest onwards."

Early completion flow: If you finish assigned priority tasks early:

Contact your shift leader via Google Chat instantly.
If no answer is received, email Visado TLs directly at cs_tlvisados@leadtech.com.

Concentration Time (CT) Rules

Designated daily non-productive blocks for non-processing duties. CT cannot be bundled as a single block at shift end or stacked on top of lunch/regular breaks.

VALID CT TASKS (YES)

Reading work/QA emails
Factorial leave management
Short toilet/coffee pauses (<5m)
Reading Quality scores & Disputes

INVALID CT TASKS (NO)

Reading manual for current active ticket
External task handling

Extension Signout Guidelines

Ensure you close the Playvox Chrome Extension correctly at shift end. Unlogged or inactive time cannot be edited by TLs. Click "Log out of shift/Product", then "Log Out" on the extension dashboard.

MANAGEMENT TEAMS

Library and vital CRM indexes.

Due to the scaling volume of projects, multiple management systems help navigate files efficiently using three specific link structures:

Main Links

Direct links to official governmental portals, status check platforms, and global company libraries.

Info Links

Specific process manuals, generic guide notes, and open global investigations archives.

Tools Links

Fast translations, image compression utilities, PDF toolkits, and text editors.

Essential & Account Links

Opening "Essential Links" directly loads daily operational tools. "Account Links" provides secure credentials for VPN connections.

GROUPS (Visa & Email)

CRM ticket sorting protocols.

For a better understanding of the management of the various Visa and Email Groups that appear in the CRM for each Product, please review the "CRM Groups" presentation (best viewed in full-screen mode on the Intranet).

Procedure Compliance

Always note that specific handling protocols for every single visa group are outlined inside product-specific manuals and must be executed accordingly.

OTHER TASKS/PROCEDURES

Off-CRM notifications monitoring.

Visados Warning - Duplicated Payments

System-triggered alerts received straight via email (Subject: Visados Warning: Duplicated payment detected (id: xxxx)). Always consult the product page link, review duplication guidelines in the Payments Basic manual, and once sorted, reply to: csvisados@leadtech.com, cs_tlvisados.com@leadtech.com, Visados_PS@leadtech.com

Visados: Mass Orders Detected

Subject line alerts indicating a high volume of transactions targeting a single IP or email. Review the active IP, check that all corresponding paid/completed tickets have been handled using proper safety guidelines, and report back via email reply listing handled IPs.

PRODUCTS WITH ARRIVAL DATE TODAY

Same-day departure routing guidelines.

Specific priority applies for same-day travel products (indexed inside the Arrival Date (id): $BD/ND"=0ND$ spreadsheet column).

Review Frequency (Group 1)

Once assigned, you must audit Group 1 exactly three times per day:

1. Shift Start

2. Shift Midpoint

3. Shift Close

REPORTS TO OTHER DEPARTMENTS

Escalation flow and reporting incidents.

As frontline agents, you are the first point of reference for discovering system bugs, issues, or down governmental sites. Always inspect lists or active excel reports on the Intranet first to avoid duplicate tickets.

Project Specialist (PS)

Used for direct Queries or Escalations. Ensure you consult the product manual and speak with the Product Expert first before using the form. Must suggest a solution in the form field.

PS Escalation Form

Official Site Crashes

Submit this form when official government pages are completely down or in maintenance. The reporting agent is responsible for auditing the status and notifying when it is back up.

Report Website Fall

Compliance Specialists

Dedicated reporting form when discovering exceptional cases or GDPR (CLOPD / CE) issues during ticket verification. Ensure you register a worklog note.

Compliance Contact

WORKSHEET PROCEDURES

Auditing sheets standard logging.

Ensure worksheets are recorded under strict guidelines. Double-check calculations, time inputs, and product codes before saving any log.

Key Steps:

Always verify with your shift leader which specific workbook is active.
Do not modify existing structural macros or columns in shared sheets.

MANAGEMENT OF "PENDING CORRECTIONS"

Error routing and resolution protocols.

Whenever a case is labeled as "Pending Correction" in CRM, immediate action is required to contact clients or re-audit application fields.

Standard Process:

Check the corrections feedback log inside the ticket history.
Re-verify official documentation guidelines before resubmitting the application.

PLAYVOX DISPUTES

Quality evaluation feedback process.

If you find discrepancies in your Quality evaluation scores, you are encouraged to raise disputes directly inside the Playvox panel.

Dispute Rules:

Always refer to the specific manual section when defending your case.
Remain highly respectful and cooperate with QA specialists to resolve disputes.

INTRANET CS

Global Customer Service Knowledge Bases.

Our primary document library is hosted within the Intranet. It lists all standard procedures, HR documents, active guidelines, and direct tools.

Internal Intranet

Dedicated resource hub for direct Leadtech Customer Service staff.

Open Internal Intranet

Collaborator Intranet

Specially sorted guidelines and processing portals tailored for external partners.

Open Collaborator Intranet

Agent Daily Operations Handbook.