Audit Id Form Id Audit Score Scorable Value Scoring Value Transmonid

PID0070_001-43995 PID0070_001 79.17 96.00 76.00 395101

PID0070_001-44286 PID0070_001 81.25 96.00 78.00 395118
PID0070_001-44763 PID0070_001 85.42 96.00 82.00 395135
Agentid Agentname Ldap Id Ldap Name Duration Holdtime
tpm.664494 Ayush sharma tpm.664494 Ayush sharma 6.47 00
tpm.664494 Ayush sharma tpm.664494 Ayush sharma 1.47 00
tpm.664494 Ayush sharma tpm.664494 Ayush sharma 2.18 00
Ucid Callingnumber Createddate Voc
0321f428-fa46-4dd3-9b3c-c576aa323fe6 917007177199 9/12/2022 cx want to retrun the product
9185df9e-2cec-49e8-b39e-0364fc00d3dd 8728060725 9/13/2022 cx want to return the product
25041bee-890c-4aee-a7a7-48ee5a69e4bf 919811797101 9/15/2022 : cx want return the product
Actual Issue Type Actual Sub Issue Type Actual Sub Sub Issue Type Languagae
Returns Authorization Request Request sent for approval for policy override Hindi
Returns Reverse Pickup Related Wishmaster Denied Pickup Hindi
Returns Authorization Request Request sent for approval for policy override Hindi
Transaction Type
Call
Call
Call
Overallcomments
Cx issue: cx want to retrun the product Resolution : inform to the cx your product return raise and provide pickup SLA Wha
CX issue: cx want to return the product Cx resolution: inform to the cx your product return requested so please wait for on or
CX issue: cx want return the product Cx resolution: inform to the cx your product return already initiate so please wait for on
Product Category Week Sub Process Incident Id Order Id
Others Week1 KNE IN22091211094308206849 OD125819667402442000
Others Week1 KNE IN22091213323253823496 OD425898101382715100
Others Week1 KNE IN22091013074900790078 OD325932606962667100
Selected Issue Type Selected Sub Issue Type Selected Sub Sub Issue Type
Returns Authorization Request Request sent for approval for policy override
Returns Reverse Pickup Related Wishmaster Denied Pickup
Returns Authorization Request Request sent for approval for policy override
Dot Batch Number Ojt Day Did the agent follow the opening script/guidelines Q1-Reason
9/12/2022 Cross Training Day 5 Expert -
9/13/2022 Cross Training Day 6 Expert -
9/15/2022 Cross Training Day 7 Expert -
Q1-Remarks Did the agent protect the privacy of the customer Q2-Reason Q2-Remarks
NA -
NA -
NA -
Comprehension Q3-Reason Q3-Remarks
Expert -
Expert -
Expert -
Used apology statement ( In case of customer citing a complaint)
Expert
Expert
0.00
Q4-Reason Q4-Remarks
-
-
Apology not done throughout the call NA
Did the agent empathize with the customer ( desire to resolve customer's query)
0.00
0.00
0.00
Q5-Reason
Did not empathize throughout the call
Empathized with the customer by using empathy statements like I understand/ this is not what you expected/We really don't
Did not empathize throughout the call
Q5-Remarks Did the agent sound courteous & professional throughout the call
NA Expert
NA 0.00
NA Expert
Q6-Reason Q6-Remarks
-
Used pleasantaries like "May I"_"Please"_ "Thank you" when required throughout the call NA
-
Did the agent demonstrate active listening skills Q7-Reason Q7-Remarks
Expert -
Expert -
Expert -
Did the agent show appropriate willigness to help the customer Q8-Reason Q8-Remarks
Expert -
Expert -
Expert -
Did the agent probe or use the tools effectively to help the customer Q9-Reason Q9-Remarks
Expert -
Expert -
Expert -
Attention to detail Q10-Reason Q10-Remarks Did the agent adhere to Hold & dead air Protocol
Expert - 0.00
Expert - Expert
Expert - Expert
Q11-Reason
Sought customer's permission before placing the call on hold,Followed hold refresh protocol,Thanked the customer for stayin
-
-
Q11-Remarks Did the agent provide complete & correct information (as per SOP) Q12-Reason
NA Expert -
Expert -
Expert -
Q12-Remarks Speech Q13-Reason Q13-Remarks Did the agent follow the closing script
Expert - Expert
Expert - Expert
Expert - Expert
Q14-Reason Q14-Remarks Did the agent tag the call appropriately (Disposition) Q15-Reason
- Expert -
- Expert -
- Expert -
Q15-Remarks Conversational Ability - Grammar
0.00
0.00
Expert
Q16-Reason
Used grammatically correct statements with high level of fluency in terms of Articles (a / an / the) / Prepositions (in/on/aroun
Used grammatically correct statements with high level of fluency in terms of Articles (a / an / the) / Prepositions (in/on/aroun
-
Q16-Remarks Conversational Ability - Vocabulary Q17-Reason Q17-Remarks
NA Expert -
NA Expert -
Expert -
Conversational Ability - Accent Q18-Reason Q18-Remarks Conversational Ability - Fluency
Expert - 0.00
Expert - Expert
Expert - 0.00
Q19-Reason Q19-Remarks Legal Guidelines
Candidate was not confident through out the conversation NA Expert
- Expert
Candidate was not confident through out the conversation NA Expert
Q20-Reason Q20-Remarks Zero Tolerance Q21-Reason Q21-Remarks FK Plus Customers ?
- No - NA
- No - NA
- No - NA
Q22-Reason Q22-Remarks If "Yes", FK Plus greeting was done or not. Q23-Reason Q23-Remarks
- NA -
- NA -
- NA -
Was Self Serve Applicable? Q24-Reason Q24-Remarks If "Yes" , Self serve was pitched?
NA - NA
NA - NA
NA - NA
Q25-Reason Q25-Remarks Was it pitched Effectively? Q26-Reason Q26-Remarks
- NA -
- NA -
- NA -
Language Selected by Customer while raising CMB request ? Q27-Reason Q27-Remarks
NA -
NA -
NA -
Agent opened the call in which language? Q28-Reason Q28-Remarks
NA -
NA -
NA -
Did The Agent Perform A Blind Transfer With The Intent Of Avoiding Assisting The Caller Q29-Reason
NA -
NA -
Yes -
Q29-Remarks Did The Agent Issue Any Benefit To The Customer Outside Of Process? Q30-Reason
NA -
NA -
NA -
Q30-Remarks
Did The Agent Work On Personal, Families, Or Friends for Refunds, Return Or Any Other Personal Benefit
NA
NA
NA
Q31-Reason Q31-Remarks Was the resolution as per customer VOC ? Q32-Reason Q32-Remarks
- Yes -
- Yes -
- Yes -
Please mention the description of EURA NO -- Q33-Reason Q33-Remarks
NA -
NA -
NA -
Process Recommendation -- to Improve EURA "No" to EURA " Yes" -- Q34-Reason Q34-Remarks
Yes -
Yes -
Yes -
File Id Fatal Count Fatal Status Dispositioned By Teamleader Sample To
No No Pooja Rajeev Jaiswal QA
No No Pooja Rajeev Jaiswal QA
No No - Pooja Rajeev Jaiswal QA
Agent Disposition Date Audit Start Time Created On Updated On Rebuttal Comments
9/14/2022 11:04 9/14/2022 10:56 9/14/2022 11:04 9/14/2022 11:04 -
9/14/2022 22:47 9/14/2022 22:45 9/14/2022 22:47 9/14/2022 22:47 -
9/16/2022 10:15 9/16/2022 10:10 9/16/2022 10:15 9/16/2022 10:15 -
Rebuttal Reasons Rebuttal Raised Date Rebuttal Closed Date Disagree
-
-
-