Guidelines Timekeeping and pay accuracy is important. Please be sure to follow these guidelines as of January 1, 2013. □ Agents may report to work 2-3 minutes before the start of their shift, log into the phone immediately, and go into the Not Ready state. While the system is booting up, agents must remain at workstations. □ If an agent reports to work 7 minutes or more before his/her shift’s scheduled start time and wishes to begin working, he/she must seek approval from OSC and supervisor. □ Agents should remain on the phones and engaged in business until the exact end time of their shift. □ Agents only might log out of the system when they are required to attend meetings, training, lunch, scheduled breaks, or at the end of a workday. □ At the scheduled time of agent’s shift and/or once the customer call has been completed, agents must go into a Not Ready state to shut down computer systems for the day.