NLC QA ALL Scrubbing Compliance (Chat) - (copy)

NLC QA ALL Scrubbing Compliance (Chat)
Name: 


A red asterisk (*) indicates required questions.

  1. Participant Name*


  1. UID (Agent)*


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


  1. Conversation ID*


  1. Did the agent acknowledge Needs, Validate the Reason for Conversation, and Shows Empathy?*
    Yes
    No
    NA


  1. If No, Please put specific remarks.*


  1. Did Agent used canned response?*
    Full
    Most
    Some
    None


  1. If No, Please put specific remarks.*


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


  1. If No, Please put specific remarks.*


  1. Handled Time*


  1. Opening (from Hang tight to end of closing spiel): In seconds.
    Put "NA" if it is not tracked for time in motion. Only 5 audits are required for time in motion.*


  1. Security verification: In seconds
    Put "NA" if it is not tracked for time in motion. Only 5 audits are required for time in motion.*


  1. Discovery: In seconds
    Put "NA" if it is not tracked for time in motion. Only 5 audits are required for time in motion.*


  1. Research: In seconds
    Put "NA" if it is not tracked for time in motion. Only 5 audits are required for time in motion.*


  1. Resolution: In seconds
    Put "NA" if it is not tracked for time in motion. Only 5 audits are required for time in motion.*


  1. Performing an outbound call (from the time the agent asks to do an outbound call): In seconds.
    Put "NA" if it is not tracked for time in motion. Only 5 audits are required for time in motion.*


  1. Closing: In seconds
    Put "NA" if it is not tracked for time in motion. Only 5 audits are required for time in motion.*


  1. Remarks: If handled time is long which specific chat flow?
    *


  1. Appropriate AER?
    *
    Yes
    No


  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. Effective Rebuttal?*
    Yes
    No
    --


  1. VA Intent (based in Console)*
    CHANGE
    CANCEL
    VIEW BOOKING
    CREDIT REDEMPTION
    REFUND_STATUS


  1. Brief description of the conversation*





Ana Marie Sanchez