UA Chat Internal Calibration - 2023

This will be used during chat internal calibrations.
Please use the information sent by QA.
Name: 


A red asterisk (*) indicates required questions.

  1. Evaluator LOB  *


  1. Evaluator Name (Format: First Name Last Name)*


  1. Agent Voyager ID (wmn)*


  1. Conversation ID*


  1. Itinerary Number*


  1. Communicates Clearly and Concisely, Sets Traveler Expectations*
    Yes
    No
    NA


  1. Did agent asked targeted questions based on the [previous conversation] VA Inputs? (Targeted questions including preferred date, time, non-stop/connection)*
    Yes
    No
    NA


  1. Did agent promote the SSO option incase traveler is indecisive?*
    Yes
    No
    NA


  1. Did the agent use less then 3-5mins of hold time before get back to travelers?*
    Yes
    No
    NA


  1. Did agent paraphrase traveler's concern?*
    Yes
    No
    NA


  1. Demonstrates Knowledge and Educates Traveler*
    Yes
    No
    NA


  1. Did the agent disclose the fare rules/penalty to the customer as appropriate?*
    Yes
    No
    NA


  1. Did agent use the closing spiel properly addressing all the concern of traveler?*
    Yes
    No
    NA


  1. Did Agent used canned response?

    Example: There are 5 applicable canned response, if agent used 5 canned responses = Most, 4-3 canned response = Most, 2-1 canned response = Some, and 0 canned response = None*
    Full
    Most
    Some
    None


  1. Follow-up Contributor*
    Agent Related
    Customer Related
    Process, Vendor, Supplier Related
    Tech, Tools Related


  1. How will you rate the Agent based on NPS Score?

    Promoter: 10-9
    Passive: 8-7
    Detractor: 6-0
    *
    Promoter
    Passive
    Detractor


  1. NPS Contributor*
    Agent Related
    Customer Related
    Process, Vendor, Supplier Related
    Tech, Tools Related


  1. AHT*
    Valid
    Invalid





Ana Marie Sanchez