Evaluation Scoring

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 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

Not scoreable question

No

Not scoreable question

N/A

Not scoreable question