Consumer Chat Live Chat and Review Ver 2
Name: 


A red asterisk (*) indicates required questions.

  1. Session ID*


  1. Evaluator*
    Team lead
    POC
    Quality
    Training
    Manager
    HP Client
    Data Resource
    Others


  1. Review Type*
    Live Chat Review
    Non Live Chat


  1. Chat Driver*
    PRESALES
    Question on Order
    Delivery
    Change/Cancel
    Return
    Change/Cancel
    Payment Query / Decline
    Compliment / Complaint
    Other Support
    Web issue ( store.hp.com only )


  1. Product Mix
    Note: Use the highest value product*
    Supplies ( Ink, Toner, Paper )
    Printer
    Desktop
    Notebook
    Accessories
    3PP
    Monitors
    Carepack


  1. How Many Needs question asked*
    1
    2
    3
    4
    5 up
    Agent failed to ask Needs questions


  1. AHT Impact due to needs questioning
    Note: Start counting time the moment agent asked the FIRST question and end when the customer answers the LAST question*
    1 - 2 mins
    2 - 4 mins
    4 - 6 mins
    6 - 10 mins
    10 mins above
    Not Applicable ( Agent didn't ask needs question )
    Needs question not applicable


  1. Did the agent offer a sale?
    Note: Agent asked if purchasing today*
    YES
    NO - Customer left the session
    NO - Agent failed to ask
    Not Applicable


  1. Average AGENT response time*
    1 - 2 mins
    2 - 4 mins
    4 - 6 mins
    6 - 10 mins
    10 mins above


  1. Average CUSTOMER response time*
    1 - 2 mins
    2 - 4 mins
    4 - 6 mins
    6 - 10 mins
    10 mins above


  1. Sale Result*
    Successful CT or referred to C2C
    Need to check with someone else
    Customer left session
    Customer Unresponsive
    Customer will place order online or will call
    Customer will place the order later time
    Looking for discount
    Not ready to purchase
    Order Status
    Product not available
    Non US customer
    Non Store.hp.com Chat ( Parts, instant ink, Tech and etc )


  1. Chat Outcome and support intervention done if there's any*
    Resolve by Agent
    Support Provided Resolution / Scripts
    Sup chat
    Took over the chat ( not SUP CHAT )
    Sale ( Agent )
    Sale ( with the help of Support )
    Unresolved
    Referred out ( Reseller, Tech support, Instant ink, and others )
    Referred out to Tier 2 / SST


  1. Agent opportunity*
    No Sales Opportunity / No agent opportunity
    Untimely/Inappropriate asking question ( AHT Impacting )
    Untimely/Inappropriate asking for a sale ( Sales Impacting )
    Understanding the concern
    No Sales Urgency
    No Needs or Probing Question
    Not Asking for Sale
    Wrong or incomplete solution
    No Upsell / Connects
    Others ( Specify on Remarks )


  1. Remarks





HP HHO Program
Boise, ID