Objective
The purpose of this SOP is to outline Quality Assurance procedures for scoring Customer Support tickets.
Chat and Phone Evaluation - Total Points 16 | ||
|---|---|---|
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 | |
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? | Name | 1 |
Engine Link or Beam/Concert Contract ID | 1 | |
Summary of the interaction | 1 | |
5.1 Was a Case created in Salesforce? | Yes | 4 This will result in question 5.2 |
No | 0 This will result to hide question 5.2 | |
N/A | This will result to hide question 5.2 | |
5.2 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 | |
5.3 Was a Case Assignment created? | Yes | 4 |
No | 0 This will result to hide question 5.4 | |
Created but not needed. (Boundary team denied) | 0 This will result to hide question 5.4 | |
N/A | This will result to hide question 5.4 | |
5.4 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 | |
Email Evaluation - Total Points 11 | ||
|---|---|---|
1.1 Did the agent follow Interaction handling SOPs and Policies? | Yes | 2 |
No | 0 | |
1.2 Was the interaction handled efficiently? | Yes | 1 |
No | 0 | |
1.3 If NO, explain | N/A | |
2.1 Was the SOP followed correctly? | Yes | 3 |
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 | 3 |
Incorrect information given | 0 | |
23.1 Customer Experience | Positive | 3 |
Negative | 0 | |
5.1 Did the agent make a critical mistake? | Yes | Total evaluation score will result in 0. |
No | 1 | |
5.2 Was the CSAT score warranted? | Yes | 1 |
No | 1 | |
N/A | N/A | |
Jira Evaluation - Total Points 11 | ||
|---|---|---|
1 SOP and interaction handling | SOP - followed correctly | 4 |
No SOP - Correct information given | 4 | |
SOP not followed / agent coached 2 or more times | Total evaluation score will result in 0. | |
No SOP - Incorrect information given | 0 | |
SOP - not followed | 0 | |
2 Did the agent use proper Jira/CXone ticket handling? | Yes | 1 |
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 | 1 |
No | 1 | |
N/A | N/A | |