CCR Sprint v2
Name: 


A red asterisk (*) indicates required questions.

  1. Participant Name*


  1. UID*


  1. Agent Name (Last Name, First Name)*


  1. Conversation ID*


  1. Setting Proper Expectation(Did the agent ask or confirm the callback number at the start?)(intent, agent understanding, agent resolution)*
    Yes
    No
    NA


  1. Did the agent asked targeted questions based on customer's input (appropriately probed/used targeted discovery questions)*
    Yes
    No
    NA


  1. Did agent promote self-service option (if applicable)?*
    Yes
    No
    NA


  1. Did the agent follow correct hold procedure?*
    Yes
    No
    NA


  1. Did the agent recap actions taken in the call?*
    Yes
    No
    NA


  1. Did the agent provide appropriate & necessary ticket disclosure?*
    Yes
    No
    NA


  1. Did the agent provide next steps?*
    Yes
    No
    NA


  1. Did agent asked if all questions/concerns were addressed? ("Was I able to answer your concern(s) to your satisfaction?")*
    Yes
    No
    NA


  1. Is Issue resolved?*
    Yes
    No





Ana Marie Sanchez