UA Lodging Delayed Closing - Test and Learn
Name: 


A red asterisk (*) indicates required questions.

  1. Agent Name  *


  1. Agent Group*
    Test Group
    Control Group


  1. Chat Date (MM/DD/YYYY)*


  1. Chat ID*


  1. VA Intent*


  1. AHT (number in seconds)*


  1. Which stage of chat did the customer stop responding?*
    Opening
    Discovery
    Research
    Outbound
    Resolution
    Closing


  1. Is the Issue Resolved?*
    Yes
    No


  1. How many seconds did it take for the agent to send the first closing spiel for unresponsive customers?

    Test Group:
    "Hi, just checking in, I haven't heard from you in 1 minutes. Just so you know, our chat will disconnect in 1 minute if you don't respond. You can always chat us again if you need more support."

    Control Group:
    "Hi, just checking in, I haven't heard from you in 2 minutes. Just so you know, our chat will disconnect in 1 minute if you don't respond. You can always chat us again if you need more support."*


  1. Did the customer respond back after the first reminder?*
    Yes
    No


  1. How many seconds did it take for the agent to send the second closing spiel for unresponsive customers?

    Test Group and Control Group:
    "I'm sorry, since I'm not receiving a response from you, I am going to close the chat.

    Please contact us again for if you need support — thank you."*


  1. Did the customer respond back after the final reminder?
    Yes
    No


  1. How many seconds did it take for the agent to completely close the chat?

    Test Group: should close in 1sec

    Control Group: should close in 10 sec*


  1. Did the agent put the customer on hold for more than 1 minute that's why the customer stopped responding?*
    Yes
    No





Ana Marie Sanchez