FLIPKART Employee ID Management
Purpose:
This SOP provides a clear set of instructions for creating, modifying, and disabling employee accounts in the Kapture application for agents to access the platform. It is intended for CX Operations, CX design, and Kapture Support to ensure smooth onboarding, updates, and deactivation of employee accounts.
Scope:
This SOP applies to the creation, modification, and deactivation of employee accounts for agents in the Kapture platform. It includes steps for handling agent details, approval workflows, and queue management. The SOP is also relevant for cases where employee details need to be updated or an employee account needs to be disabled.
The following mandatory details must be collected from the operations team before creating an employee record in Kapture:
Name: Full name of the employee.
Email ID: Valid email address of the employee (must be unique).
Phone No: Employee's contact number.
Employee Code: The employee code must match the email ID in the following format:
Example: ienodjt.t280395@partner.flipkart.com (all in lowercase).
Join Date: The date on which the employee joined the company.
City: The city where the employee is based.
Designation: The employee's role (e.g., Agent, Associate, L1 Agent, L2 Agent).
LDAP ID: This must be the same as the Employee Code or Email ID. This field is mandatory for agents.
Reporting Manager: Name of the reporting manager (If unavailable, ensure the reporting manager details are provided for approval).
Login ID: This should be the same as the Email ID.
Mirror ID: Please share the mirror ID to map the user accordingly.
Email IDs: for the Email Team if there is a brand email ID need to map share those details.
CX Operations Approval: Before creating an agent's account, the reporting manager (or CX Ppartner/Training manager) must provide explicit approval. This approval should be shared with the Kapture team along with the employee details.
The Queue Name must be provided by the Operations team. This is essential to map the employee to the appropriate queue in the Kapture platform.
If the Outbound team takes the inbound calls, the queue mapping needs to be done in kapture.
The CX Operations Team or the respective person should send the above-mentioned details along with the partner managers approval to the Kapture team.
Timeline: The Kapture team will process and create the employee record within 24 hours of receiving the details with approval.
Once the Kapture team receives the approved details, they will create the employee ID in the system and map it to the appropriate queue.
The Kapture Team will send the Login ID and password directly to the employee.
If there is a need to modify personal details, role information, or queue mapping, the following steps should be followed:
Personal Detail Update: The Operations team must provide updated details, including all required fields mentioned during employee creation (e.g., Name, Email, Phone, Designation, Reporting Manager, etc.).
Queue Change: If the employee is to be moved to a new queue:
Current Queue: Specify the current queue name the employee is assigned to.
New Queue: Specify the new queue name to which the employee should be moved.
The Operations team should send the updated details to the Kapture team for modification. This includes:
Employee details (if there are any changes).
Queue name (if changing).
Employee Code to identify the employee record in the system.
The Kapture team will make the necessary updates to the employee details or change the queue mapping within 4 hours.
The CX Operations Team or CX Design Team needs to provide a weekly report of employees who have left the organization and should have their accounts disabled in the Kapture system. This report should include:
Employee Code: Identify the employee to be disabled.
Employee Name.
Reason for Deactivation: (e.g., left the organization).
Once the deactivation request is received, the Kapture team will disable the employee's account and remove them from any queues that they were assigned to.
The Access will only be available for the designated roles.
Go to Employee → Employee search
Then click export to excel option.
The employee master file will be downloaded in excel format.
CX Operations Team:
Collect and submit employee details, approval, and queue mapping to the Kapture team.
Notify the Kapture team when any employee account needs to be deactivated or modified.
Kapture Team:
Create employee accounts within 24 hours of receiving approved details.
Update employee records as per the modification request.
Deactivate employee accounts and remove them from queues when notified.
CX Design Team:
Approve new queues if required.
Assist in resolving any issues related to queue mapping.
Reporting Managers:
Provide approval for agent account creation and modifications.
Any delay in sharing the required information or approval may result in a delay in processing the employee account.
For any changes related to queue mapping, the Operations team must ensure that the requested queue is available in the system.
Deactivation requests should be sent on a weekly basis to ensure timely updates.
ADD NEW EMPLOYEE
To add a new employee or user in the system, go to
Employee -> Add Employee
Enter the employee’s details such as Name, E-mail id, Phone No, Employee Code, Join Date, zone of the employee, the currency and the time zone of the employee. Name, Email Id and Join Date are mandatory fields.
Designation – Designation is a mandatory field. We can select a designation for an employee from the list. In case the designation is not available in the list, contact kapture team to create new designation.
Gender – select the gender of the employee.
Select Employee Shift – here we can select the employee’s shift from the drop-down list.
The Employee shifts are created by using the Employee Shift tab under Employee tab.
Address - here we add the address of the employee.
Create New Login
Create Login – we need to check this checkbox in order to create a login for the employee.
Send Email – The employee receives an email regarding his login credentials and also the link to reset the password on his email id mentioned above if we check this checkbox,
Username – This field is used to create a Username for the employee.
Check Availability – This button is used to check whether the username assigned to the employee is available or whether it is already used by another employee. This check is required as we require unique username for each employee.
Password – A system generated password is automatically created for the employee. A link to change the password is sent to the employee’s email id. He can click on that link and reset his password.
Other Detail
The Other Detail are additional field information given to us by the clients. These fields can be used to store additional information of not only the employees who use Kapture but also those employees of the organization who do not use Kapture but their details need to be centrally saved in the system. LDAP ID need to be added here.
The additional fields that need to be displayed on the Add Employee page are configured from Employee Additional Field Configuration page. The additional fields information is specified to us by the clients.
Reporting To
This field is used to select the Reporting Manager of the employee. We can select the name of the manager from the drop-down list.
When we want to add all the employees of an organization together in Kapture we can do a bulk upload of the employee file rather than adding the employees one by one in the system.
To do that, go to Employee -> Import Employee Excel
Here we can download the sample excel sheet to provide to the client by clicking on Download Sample Excel Sheet. The client can fill in the employee details in the excel sheet provided and we can then upload that file in the system.The employees will automatically be created in Kapture.
Path: Edit Partner > Employee > Import Employee Excel
Note:
Cells highlighted in yellow are mandatory fields for upload
Designation is a mandatory field, but you only need to provide either the designation ID or name.
Extra fields apart from the above mentioned that would be available in sample sheet can be ignore and left blank while uploading
Path: Edit Partner > Employee > Update Bulk Employee Details
Note:
Cells highlighted in yellow are mandatory fields for upload
If any of the cells has invalid value then the uploading won't be processed and the error would be shown in the response file.
