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Email Evaluation - Total Points 23 | ||||
|---|---|---|---|---|
1.1 Did the agent properly verify customer email address? | Yes | 1 | ||
No | 0 | |||
1.2 Was the SOP followed correctly? | Yes | 34 | ||
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 21.23 | |||
1.2 3 Did the agent provide the correct information? (This question only results when question 1.2 .1 is answered as N/A) | Correct information given | 34 | ||
Incorrect information given | 0 | |||
2.1 Customer Experience | Positive | 2 | ||
Negative | 0 | |||
2.2 .4 Did the agent follow Customer Experience Policies? | Yes | 2 | ||
No | 0 | |||
document the email accurately and thoroughly? | Salesforce task related to | an correct account | ?/case | Yes1 |
2Disposition | ||||
No | 0 | |||
N/A | N/A | |||
1 | ||||
1.5 Was the agent able to provide a solution or escalate appropriately? | Yes | 2 This will result in question 4.3 | ||
No | 0 This will hide question 4.3 | |||
N/A | N/A This will hide question 4.3 | |||
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 | |||
2.1 Customer Experience | Positive | 2 | ||
Negative | 0 | |||
2.2 Did the agent follow Customer Experience Policies? | Yes | 2 This will result in question 4.5 | ||
No | 0 This will hide question 4.5Created 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. Did the agent make a critical mistake? | Yes | Total evaluation score will result in 0. | ||
No | 22 | 1 | ||
5.1 | Yes | Not scoreable question. | ||
No | Not scoreable question. | |||
N/A | Not scoreable question.Auto Fail Violations Repeating errors from previous QA assessments. Cancellation of M2 installed or M3 job. Not uploading a Welcome Call recording. Agent used inappropriate language. No follow up with customers on open cases for more than 2 weeks. Client avoidance policy violation. | |||
4.1 Identify any training needs based on this call. | Notes left by QA | Non-Scoreable question | ||
4.2 Suggestions for improvement. | Notes left by QA | Non-Scoreable question | ||
5 Evaluation Notes | Notes left by QA | Non-Scoreable question | ||
Case Managment- Total Points 25 | ||
|---|---|---|
1.1 Was the SOP followed correctly? | Yes |
|
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 1.2 | |
1.2 Did the agent provide the correct information? | Correct information given | 4 |
incorrect information given | 0 | |
2.1 Did the agent 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 | |
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 | |