Page Comparison

Question

Answer

Points

1.1 Did the Agent perform the opening greetings?

Yes

1

No

0

1.2 Did the agent verify the customer?

Completed

2

Partial

1

Did not Verify

0

2.1 Was the SOP followed correctly?

Yes

4

Not followed

0

Not followed - agent coached 2 or more times

Total evaluation score will result in 0.

N/A

This will result in question 2.2

2.2 Did the agent provide the correct information?

(This question only results when question 2.1 is answered as N/A)

Correct information given

4

Incorrect information given

0

3.1 Did the agent interrupt or talk over the customer?

Yes

0

No

1

3.2 Did the agent follow Customer Experience Policies? 

Hold time Policies (including periods of silence)

1

Soft Skills

1

Clear and concise responses (Grammarly)

1

After Call Work Policy

1

4.1 Did the agent provide a final resolution?

Yes

1

No, but follow-up in an additional channel was warranted

1

No

0

4.2 Did the agent enter disposition notes?

Yes

2

No

0

5.1 Was the Salesforce task related to an account?

Yes

2

No

0

N/A

N/A

5.2 Was a Case created in Salesforce?

Yes

4 This will result in question 5.3

No

0 This will result to hide question 5.3

N/A

This will result to hide question 5.3

5.3 Case Management Details.

Case created from correct record.

1

Task was linked to Case

1

Case was assigned to correct queue.

1

Correct information provided in case details

1

5.4 Was a Case Assignment created? 

Yes

4

No

0 This will result to hide question 5.5

Created but not needed. (Boundary team denied)

0 This will result to hide question 5.5

N/A

This will result to hide question 5.5

5.5 Case Assignment Details 

Case Assignment assigned to the correct boundary team.

1

Correct information provided in case details

1

6.1 Did the agent make a critical mistake?

Yes

Total evaluation score will result in 0.

No

1

6.2 Was the CSAT score warranted?

Yes

Not scoreable question.

No

Not scoreable question.

N/A

Not scoreable question.

6.3 Did the agent have background noise?

Yes

Not scoreable question.

No

Not scoreable question.

1.1

Was the SOP followed correctly

4

No SOP - Correct information given

4

?

Yes

4. This will hide question 1.2

Not followed

0. This will hide question 1.2

Not followed - agent coached 2 or more times

Total evaluation score will result in 0.

N/A

N/A This will result in question 1.No SOP - Incorrect 2

1.2 Did the agent provide the correct information?

Correct information given

0

SOP - not followed4

incorrect information given

0

2.1 Did the agent use proper Jira/CXone ticket handling?  

Yes

follow Customer Experience Policies? 

Soft Skills

1

Clear and concise responses(Grammarly)

1

3.1 Was the Salesforce task related to an account?

Yes

2

No

0

3 Customer Experience

Positive

5

Negative

0

Critical infraction

Total evaluation score will result in 0.

4.1 Was the CSAT score warranted (agent only)?

Yes

Not scoreable question.

No

Not scoreable question.

N/A

Not scoreable question.N/A

N/A

3.2 Was a Case created in Salesforce?

Yes

2

No

0

N/A

N/A

3.3 Case Management Details.

Case created from correct record.

1

Task was linked to Case.

1

Case was assigned to correct queue.

1

Correct information provided in case details.

1

3.4 Was a Case Assignment created?

Yes

2 This will result in question 4.5

No

0 This will hide question 4.5

Created but not needed. (Boundary team denied)

0 This will hide question 4.5

N/A

N/A This will hide question 4.5

3.5 Case Assignment Details

Case Assignment assigned to the correct boundary team.

1

Correct information provided in case details.

1

4.1 Did the agent make a critical mistake?

Yes

Total evaluation score will result in 0.

No

1