NPS- BQ BEHAVIOR SPRINT

FOR QA
Name: 


A red asterisk (*) indicates required questions.

  1. Emp ID*


  1. Agent Name
    *


  1. Auditor*


  1. Evaluation Date*


  1. Chat Date*


  1. First response < 10 sec?
    *
    Yes
    No


  1. ART < 30 sec?*
    Yes
    No


  1. Appropriate AER?*
    Yes
    No


  1. Canned Response Catalog?*
    Yes
    No


  1. SSO Walkthrough?*
    Yes
    No
    --


  1. Effective Rebuttal?*
    Yes
    No
    --


  1. Issue Resolved?
    *
    Yes
    No


  1. Audit remarks/ AH Article/ Other issues
    *


  1. Brief description of the conversation
    *


  1. Did the agent follow the change chat flow as appropriate?*
    Yes
    No
    --


  1. Which flow did the chat end?*
    Opening/Ghost chat
    Discovery
    Resolution
    Execution
    Inquiry
    NA for non exchange/cancel


  1. NPS Score
    *
    0
    1
    2
    3
    4
    5
    6
    7
    8
    --


  1. Conversation ID*


  1. AHT in seconds*


  1. Itinerary number*


  1. Intent*
    Exchange/Credit Redemption
    Cancel
    New Booking
    Refund Status
    Reconfirm





Ana Marie Sanchez