FS Tracker

Please tack appropriately with complete details.


A red asterisk (*) indicates required questions.

  1. Date
    MM/DD/YYYY*


  1. FS Oracle *


  1. Agent Oracle*


  1. Support Type*
    Sup Call (Customer Request)
    Live Call Monitoring
    Floor Support
    Live Chat Monitoring (For ECT only)
    Intervened due to long call
    Client Escalation


  1. Call Type/Driver  *


  1. Question Type/Agent Opportunity*
    Process
    Information How to/ Navigation
    Product and Specs
    Referrals
    C2C Set Up (For ECT only)
    Attentivenss and comprehension
    Questioning Technique
    Communication
    Chat Blocking (For ECT only)
    Others (Please Specifcy)


  1. Questions Asked/ Agent Opp Details (Provide Description)*


  1. Did the agent check KB article*
    Yes
    No


  1. On question # 8, provide details whichever is applicable:
    - Did the agent find the article?
    - Any confusing content?
    - Did the agent know how to look for the article?
    - Else...*


  1. Call/Chat Duration
    00:00:00*





HP HHO Program
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