Agent RR Calibration


A red asterisk (*) indicates required questions.

  1. Auditor UID (without "U")*


  1. Auditor Name (Last, First Name)*


  1. Team Lead  *


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


  1. Chat ID*


  1. VA Product  *


  1. Intent  *


  1. Action Type  *


  1. Has Follow Up Time 


  1. FUP Reason  *


  1. Agent Related - Level 2*
    Difficulty communicating with the agent
    Hold time too long so I hung up
    Prematurely ended the chat / Initiated disconnection
    Performed Incomplete process
    Performed Incorrect process
    Incomplete Information provided
    Incorrect Information provided
    Alternative options not provided (Including SSO)
    Lack of Research
    Lack of Probing Questions
    Lack of Rebuttal Statements
    Did not uncover emotional needs
    Active Listening
    Failed to Understand the Customer's Needs
    Agent No Response
    Not agent related


  1. Agent/Customer Related - Description/Explanation*


  1. What agent could've done to avoid chat back?*


  1. Brief Description of call/chat*


  1. A1. Did the agent acknowledge and paraphrase customer concern?*
    Yes
    No


  1. A2. Did the agent asked targeted question based on customer intent?*
    Yes
    No


  1. A3. Did the agent promote specific SSO (Change/Cancel) options in case the customer is indecisive?*
    Yes
    No


  1. A4. Is there a scarcity and sense of urgency on the agent action in resolving customer concern?*
    Yes
    No


  1. A5. Did the agent use specific final offer?
    "Is there any other upcoming booking, reservation, or concerns that you want be to assist you with?"*
    Yes
    No


  1. A6. Is there an Effort Recap before ending the chat?*
    Yes
    No


  1. A7. Did the agent close the chat properly, following the existing process?*
    Yes
    No


  1. A8. Was the customer issue resolve?*
    Yes
    No


  1. A9. Is there an alternative options provided if the resolution to customer intent is not available?*
    Yes
    No





Ana Marie Sanchez