Monday

November 2019
Tuesday Wednesday Thursday
6 7 8 9
Pre-Work Assigned Pre-Work Assigned
Service Partner Security
First-Day
AK1 AriseofMisrepresentation
Class Awareness
AK1 - Arise Misrepresentation
Acknowledgement Acknowledgement
AK2 -VPN
DUO LegalPulse
Course Disclaimer
Course for AK2 -VPN
DUO LegalPulse
Course Disclaime
Course for
Windows Windows
Agero Tech 101 Agero Tech 101

13 Class - 1 Day 14 Day 1 15 Day 2 16

Pre-Work Should
Service Partner be Completed
Security Pre-Work Assigned
Service Partner Security Pre-Work Assigned
Service Partner Security
Awareness
AK1 - Arise Misrepresentation Awareness
AK1 - Arise Misrepresentation Awareness
AK1 - Arise Misrepresentation
Acknowledgement Acknowledgement Acknowledgement
AK2
DUO-VPN
LegalPulse
Course Disclaimer
Course for AK2
DUO-VPN
LegalPulse
Course Disclaimer
Course for AK2
DUO-VPN
LegalPulse
Course Disclaime
Course for
Windows Windows Windows
Agero Tech 101 Agero Tech 101 Agero Tech 101Mapping Basic
Understanding
(A.C.E)
20 Day 5 21 Day 6 22 Day 7 23
Pre-Work Assigned
Service Partner Security Pre-Work Assigned
Service Partner Security
Applied Skills Practice Awareness
AK1 - Arise Misrepresentation Awareness
AK1 - Arise Misrepresentation
Acknowledgement Acknowledgement
AK2
DUO-VPN
LegalPulse
Course Disclaimer
Course for AK2
DUO-VPN
LegalPulse
Course Disclaime
Course for
Windows Windows

Monday
Agero Tech 101

December 2019
Tuesday
Due Before the start of class:
New Hire Assessment 1 (AU)

Wednesday
Agero Tech 101

Thursday
27 Day 8 28 Day 9 29 Day 10 30
Pre-Work Assigned
Service Partner Security
Applied Skills Practice Awareness
AK1 - Arise Misrepresentation
Acknowledgement
AK2
DUO-VPN
LegalPulse
Course Disclaime
Course for
Windows
Due Before the start of class: Agero Tech 101
Segment 1 Assignment (A.C.E) New Hire Assessment 2 (AU)
4 Day 13 5 Day 14 6 Day 15 7
Pre-Work Assigned
Service Partner Security Pre-Work Assigned
Service Partner Security
Awareness
AK1 - Arise Misrepresentation Applied Skills Practice Awareness
AK1 - Arise Misrepresentation
Acknowledgement Acknowledgement
AK2
DUO-VPN
LegalPulse
Course Disclaimer
Course for AK2
DUO-VPN
LegalPulse
Course Disclaime
Course for
Windows Windows
Due Before the start of class: Agero Tech 101 Due Before the start of class: Agero Tech 101
Segment 2 Assignment (A.C.E) Commitment Adherence (A.C.E)
9 Day 18 10 Day 19 11 Day 20 12
Pre-Work Assigned
Service Partner Security
Applied Skills Practice Awareness
AK1 - Arise Misrepresentation
Acknowledgement
AK2
DUO-VPN
LegalPulse
Course Disclaime
Course for
Due Before the start of class: Windows
Due Before the start of class: New Hire Assessment 3 (AU) Agero Tech 101
Segment 3 Assignment (A.C.E.) Agero Quality Review (A.C.E.) New Hire Final Assessment (A
 16 Day 23 17 No Class 18 No Class 19
Pre-Work Assigned
Service Partner Security
Live Calls Awareness
AK1 - Arise Misrepresentation
Acknowledgement
AK2
DUO-VPN
LegalPulse
Course Disclaime
Course for
Windows
Agero Tech 101
9
sday Friday
Class - 3 Days 10 Class - 2 Days
ned
ecurity
presentation
t 4/13/2020
se Disclaimer
Course for 4/14/2020
4/15/2020
4/16/2020
4/17/2020
Day 3 17 Day 4 4/18/2020
ned
ecurity 4/19/2020

presentation 4/20/2020
t 4/21/2020
se Disclaimer
Course for 4/22/2020
4/23/2020

apping Basics 4/24/2020

4/25/2020
No Class 24 No Class
ned
ecurity
presentation Due Before the Mapping
Understanding start of class:
Basics
t (A.C.E)
se Disclaimer
Course for

9
sday Friday
Day 11 1 Day 12
ned
ecurity
presentation
t
se Disclaimer
Course for

ment 2 (AU)
Day 16 8 Day 17
ned
ecurity
presentation
t
se Disclaimer
Course for

Day 21 13 Day 22
ned
ecurity
presentation Live Calls
t
se Disclaimer
Course for

ssessment (AU)
 Day 24 20 Day 25
ned
ecurity
presentation Live Calls
t
se Disclaimer
Course for
 ANNOUNCEMENTS
There has been a change in the server you will use for certification that impacts your pre
Please CLICK and read this before completing pre-work.

Use guided practice in ACE to practice Scheduled Dispatch too!

12/5 9PM Eastern

IMPORTANT LINKS
Practice: Reference and Misc.
Practice VIN / Policy Numbers
# 4111111111111111 LINK Facilitator Paul Start
(A.C.E.) Quick Bailey Biography
Guide 2019-02- LINK
Date: 12/20
session Zip:
that is not11111
during our 14
Chrome so you can share your LINK
scheduled class time. LINK screen in our virtual classroom. LINK
Agero Basic Course
(organization code = Expectations
CRO33994) LINK
Scenario Sheet LINK LINK
Passenger Form LINK
hat impacts your pre-work.

tch too!

How To:
How to Access Pre-Work: Video LINK
How to find self pace work: Video LINK
How to Access
Bookmarks, Class:
Dual VideoTask
Monitors, LINK
View, and and
University some A.C.E modules: LINK
more)
(Allow FLASH - ADS and POP-UPS) LINK
Karen
Karen Login
- Find Demo AM Work
Self Pace Class AM LINK
Class
Video) (PNG FILES also work for LINK
UPLOAD) LINK
 Day Day of University Activty
Date Class Day Module Name Topics Covered ID/Location
Arise Virtual Assistance SA
Success Strategies for Classes Arise security Standards A.C.E.
Service Partner Securtiy Awarenss A.C.E.
Agero Tech 101
Prework Prework Agero Roadside New Certification: Prework Agero Tech 101 VMware SA A.C.E.

Welcome to New Hire

Introduccion Leccion 1 & 2 Interchange

Agero University
1 1 A.C.E.

QAPF Introduction
Introduction to OneRoad Navigation Agero University
Roadside Knowledge Center Guided Tour Agero University
LAB - OneRoad and Scripting Practice
Focusing on the Customer Agero University
Insurance Clients – Lookups and Profile Search Agero University
Returns
Insurance Clients – Customer and Vehicle Details Agero University
Screen
2 2 Understanding Mapping Basics A.C.E.

Call Review Activity (Customer Agero University

Service/Scripting/Call Flow)
Providing Comments for New Calls contains audio Agero University
Service Provider Network contains video w audio Agero University
Service Provider ETA Guidelines Agero University
Closed Loop Agero University
OneRoad Non Specific>> Maps 101 Agero University
Locating your Customer Technology Agero University
Call Automation Agero University

3 3 Disablement Reasons and Solutions (Vehicle Agero University

Inoperable)

Service Provider Selection contains audio Agero University

Unlisted Service Provider Agero University
Locating your Customer Overview contains audio Agero University
Disablement Location Activity Panel Agero University
Introduction to Automated Dispatch Agero University
Disablement Reasons and Solutions (Flat Tire) Agero University
Disablement Reasons and Solutions (Jumpstart) Agero University
Disablement Reasons and Solutions (Out of Fuel) Agero University
Disablement Reasons and Solutions (Lockout) Agero University

4 4 Disablement Reasons and Solutions (Winching) Agero University

Applied Skills Practice

5 Mapping Simulation Module Part 1 A.C.E.

Modify Service Demo na n/a

LAB - Disablements OneRoad Role Play
Tuesday Practice/Locating/Scripting
11/26 Covered and Covered to a Limit Agero University

6 5 New Hire Assessment 1 (OneRoad, Service Agero University

Providers, Disablements, Customer Service)

Insurance Clients – Tow Destinations Agero University

 Locating your Customer Advanced (Practice na
Wed difficult scenarios)-QAPF Partner
11/27 Non Coverage Reasons Agero University
Dispatching Speciailty Procedures-Announcing Agero University
Vehicles
OEM Clients – Lookups and Profile Search Agero University
Returns
OEM Clients – Customer and Vehicle Details Agero University
Screen
OEM Clients – Tow Destinations Agero University
Dispatching Specialty Procedures -Unattended Agero University
Tows
7 6 Dispatching Speciality Proceudres-Parking Agero University
Garage Disablements

Non Coverage Authorizations Agero University

Non Coverage SP Info, Dispatch Assistance, Agero University
Overrides
Non Coverage Credit Card Processing Agero University
Mon
12/2 OneRoad Pop-Up Boxes Demo Agero University
Dispatching Specialty Procedures-Non-English Agero University
Speaking Calls
Dispatching Specialty Procedures-Non Dispatch Agero University
Calls
8 7 Segment 1 Assignment A.C.E.

Tue Assist, Provide SP info, CC

12/3 Applied Skills Practice Processing.
9 Mapping Simulation Module Part 2 A.C.E.

Temp Calls Demo n/a

LAB - Advanced Locating Your Customer Role Role Play
Wed Plays
12/4 Dispatching Specialty Procedures-Postponed Agero University
Dispatches (Hold and Scheduled Dispatches)
10 8 New Hire Assessment 2 (Coverage, Customer Agero University
Service, Advanced Locating)

Bus Driver/Franks Experience/Josh the Giraffe Agero University

contains audio
Data Only Calls Agero University
Thu
12/5 LAB - OneRoad Role Play and Practice Role Play
Dispatching Specialty Procedures-Dispatching in Agero University
Canada
Managing Difficult Interactions Agero University
Providing Comments for a Callback contains Agero University
audio
Dispatching Speciality Procedures-Restricted Agero University
Roadways
11 9 Virtual Credit Card Agero University

Case History Demo

Basic Customer Callbacks Agero University
Fri
12/6 LAB - OneRoad Role Play and Practice Role Play
Emergency Dispatching Agero University
Direct Connect Agero University
Dispatching Specialty Procedure- Long Distance Agero University
Tow Procedures
12 10 Segment 2 Assignment A.C.E.

Intermediate Customer Callbacks Agero University

AVAYA Codes/Production VMWare and Testing IC_AVAYA Codes and Produ

Informational Calls Agero University
Dispatching Specialty Procedures- Dispatching for Agero University
Handicapped
13 11 Trip Routing Agero University

Quality Review Module

Advanced Customer Callbacks Agero University
 Complete Any Missed Self-Paced Modules n/a

14 12 Success Strategies for Production Commitment Adherence A.C.E.

SOW Format and Requirements
Customer Callbacks Missed ETA’s
Applied Skills Practice Cancelled hold Missed ETA
15 Mapping Simulation Module Part 3 A.C.E.

LAB - Callbacks Practice/Role Plays-Partner with Role Play

QAPF
Supervisor Engage vs Escalate Agero University

16 13 Service Provider Callbacks Agero University

Applied Skills Practice

Mapping Simulation Module Part 4 A.C.E.

17 Segment 3 Assignment A.C.E.

Using Service Provider Callback Call Flows Agero University

IVR Training ILT IC_Interactive Virtual Respon
Dispatching for Hard Copy Agero University
Guided Practice - Using AVAYA A.C.E.

18 14 New Hire Assessment 3 (Callbacks, Customer Agero University

Service, Service Providers)

Dispatching for Specialty Vehicles Agero University

Auto Dispatch Data Calls Agero University
Tow Store Tow Agero University

19 15 Quality Review & QA Form A.C.E.

Missing/Impounded Vehicle Process Demo Agero University

Unable to Secure Service Matrix Agero University

CSI presentation Field Trip

Client Results Visit - Key Metrics, Chatroom Best
Practices, Call Taking Expectations Field Trip
New Hire Assessment Final – Multi-Client Agero University

20 16 Engage and Escalate Refresher A.C.E.

Service Provider Callback Review

Starmatic Posting Party

21 21 Extra Time for Role Plays, Call Listening or IVR
Listening Sessions

Call Taking
22 Learner Experience Feedback & Discussion

Call Taking
23 Learner Experience Feedback & Discussion

Call Taking
24 Learner Experience Feedback & Discussion

Call Taking
25 Learner Experience Feedback & Discussion
Notes

On Main Page

I added an image to the Whitboard tab to help you with the drag and drop.

Start looking at and working on the Seg 1 Assignment - (Not Due Tomorrow but you can start working on it) in A.C.E. - “Under
Agero Roadside New Certification: Activities” See video on Announcements and Links tab - for a demonstration.

ETA Guidelines Service Aid

POI x POI (Douglasville, GA @ Sherwin Williams (many) us POI x POI near KFC)
SPECIFIC POI - Parking Garages (GA – Atlanta – Scottish Rite Children’s Hospital (johnson ferry) – Level 3 6’8

I think this module is on main page called: Mapping: Progression of Skills Part 1

NOTE: 2 attempts // 20 Questions // 85% Passing Score

First attempt to be completed by the Start of our next Session
 Found in A.C.E. - “Under Agero Roadside New Certification: Activities” See video on Announcements and Links tab - for a
demonstration.

I think this module is on main page called: Mapping: Progression of Skills Part 2

In the past there were issues trying to practice Scheduled Dispatch in the training environment (has been working recently). If
there
NOTE:is 2an issue: remember
attempts to use//the
// 20 Questions 85%Guided Practice
Passing Scorein ACE - there is one for this.
First
1. attempt to be
FCR Hold completed
- to by theService
Avoid Placing Start ofOn
ourHold
next Session
2. OneRoad Scripting SA:

Found in Day 11 Folder Agero University

(Yes, there is a Service Aid for that!)

(Yes, there is a Service Aid for that!)

Case History Image

Call Back Start Call Screen Image

Segment
Advanced2Service
SampleProvider
Scenarios
Workaround SA

and Production VMWare and Testing_612-935

Found in A.C.E. - “Under Agero Roadside New Certification: Activities” See video on Announcements and Links tab - for a
demonstration.
Open this link to help you with segment 3

al Response PPT _612-935