NLC - Time and Motion SBS
Name: 


A red asterisk (*) indicates required questions.

  1. Evaluator Name*


  1. Agent's UID (without U)*


  1. Product*
    Package
    Flight
    Hotel
    Car
    Activity


  1. Conversation ID*


  1. Itinerary Number*


  1. VA Intent*
    Exchange
    Cancel
    Refund Chase
    Reconfirmation
    Rewards


  1. Sub Intent*


  1. Status*
    Executed
    Inquiry


  1. Travel Stage*
    Pre Travel
    In Travel
    Post Travel
    Before Booking


  1. Issue resolved?*
    Yes
    No
    NA


  1. Is the call/chat disconnected?
    *
    Yes
    No
    NA


  1. Is the case multiple itineraries/bookings?*
    Yes
    No


  1. Overall AHT in seconds ( ROVIDE NUMBERS ONLY)*


  1. OPENING - Time spent in sending first message (in seconds)
    PROVIDE NUMBERS ONLY*


  1. Why inefficient?*


  1. OPENING - Time spent in security verification (in seconds)
    PROVIDE NUMBERS ONLY*


  1. Why inefficient?*


  1. OPENING - Time spent in reading the VA interaction (in seconds)
    PROVIDE NUMBERS ONLY*


  1. Why inefficient?*


  1. DISCOVERY - AHT in understanding customers concern [asking confirmation about customer's concerns] (in seconds)
    PROVIDE NUMBERS ONLY
    *


  1. Why inefficient?*


  1. DISCOVERY - Time spent in asking discovery questions/additional information from the customers (in seconds)
    PROVIDE NUMBERS ONLY
    *


  1. Why inefficient?*


  1. RESEARCH - Time spent in fare rule interpretation/policies. [includes GDS command familiarity, FWR/FQD] (in seconds)
    PROVIDE NUMBERS ONLY
    *


  1. Why inefficient?*


  1. RESEARCH - Agent help research (in seconds)
    PROVIDE NUMBERS ONLY*


  1. Why inefficient?*


  1. RESEARCH - Checking for flight availabilities and finding alternatives (in seconds)
    PROVIDE NUMBERS ONLY*


  1. Why inefficient?*


  1. RESEARCH - Reading history/Investigation of previous case (in seconds)
    PROVIDE NUMBERS ONLY*


  1. Why inefficient?*


  1. RESOLUTION - Selling the flights (in seconds)
    PROVIDE NUMBERS ONLY*


  1. Why inefficient?*


  1. RESOLUTION - GEVR processing (in seconds)
    PROVIDE NUMBERS ONLY*


  1. Why inefficient?*


  1. RESOLUTION - Payment processing (Cc charge) (in seconds)
    PROVIDE NUMBERS ONLY*


  1. Why inefficient?*


  1. RESOLUTION - Recap the flight details/credit details (in seconds)
    PROVIDE NUMBERS ONLY*


  1. Why inefficient?*


  1. Performing an outbound call - Wait  time to get into a call (in seconds)
    PROVIDE NUMBERS ONLY*


  1. Why inefficient?*


  1. Performing an outbound call - Hold Time (in seconds)
    PROVIDE NUMBERS ONLY*


  1. Why inefficient?*


  1. CLOSING - How much time spent in closing the conversation [this includes wait time from the unresponsive customers] (in seconds)
    PROVIDE NUMBERS ONLY*


  1. Why inefficient?*


  1. AOB validity
    *
    Valid
    Invalid


  1. Brief Chat Description/Remarks*





Ana Marie Sanchez