End to End - SA - (copy) FY18 - (copy)



A red asterisk (*) indicates required questions.


Advisor Name*


Evaluator


Case Number*


Department 


What was the Duration of this interaction? (Use the format HH:MM:SS, Hours, Minutes, and Seconds)


Did the Advisor use the correct Greeting?
(Dependant on how it was initiated: IVR/CAS/Direct Dia Refer to CP28)"

Yes
No


Did the Advisor get Product Identifier and enter it correctly into iLog?
Yes
No
N/A


Did the CSR request a callback number to record in the caller field of iLog?

Yes
No


Did the Advisor continue or create a New Case correctly and as required?

Yes
No


Was the case logged correctly?
Yes
No


Did the CSR acknowledge the customer's issue?

Yes
No


Did the advisor understand the issue and Probe/Troubleshoot correctly?

Yes
No


Was the issue resolved?

Yes
No


Did the advisor behave in a manner to cause dissatisfaction?
(Rude, unknowledgeable, distant, uncaring or un-empathtic?)

Yes
No


Did the advisor assure the customer?

Yes
No


Did Improper Use of Hold Occur? (did not explain/overuse/misuse)

Yes
No


Were there any violations of the privacy policy?
Yes
No


Did the advisor have poor call control?(call got off track to unrelated issues, problems, or did customer lead the interaction)

Yes
No


Did the advisor take adequate notes? (Consider length of the call, troubleshooting steps, and complexity)
Yes
No


Did the advisor give correct information to the customer?

Yes
No


Did the agent escalate correctly and to the right group?
Yes
No
N/A


Was it required by procedure to set up a callback? (Tier 2)
 


Did the advisor set up the callback through the correct tools? (Tier 2, check using the commitment tracker)
 


Did the advisor use the appropriate article on this interaction?
Yes
No


What article was used, or should have been used?


Did the advisor use the appropriate tool on this interaction?(Screen sharing, iCloud Support, Gather, KBase)
Yes
No


What tool was used, or what tool should have been used?




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