QA 360° - Agents Monitoring - QA 360° SUITE

AGENTS : 0

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Monitoring for :

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SICK

TASK

PTO

UNPAID LEAVE

SYSTEM ISSUE

Analysis Form – S.A.B.R

CALL / TRANSACTION ID

BOOKING ID

CALL / TRANSACTION DATE

MONIT TYPE

AHT (seconds)

SCORE

%

ON PULSE ?

WOW UPDATED ?

ZTP ON WORKFLOW ?

Scenario :

Action :

Behavior :

Point Of Improvement :

SURVEY

Detractor

Neutral

MAIN NPS RCA

Agent Related

Non-Agent related

RCA

Agent - Communication Issue

Agent - Knowledge Gap

Agent - Ownership

Customer Driven

Policy Related

Supplier Related

Technology Related

Different Agent / Site / Support

Not a Survey

Sub RCA

Sub RCA 2 (Optional)

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Agent Names (separated by ";")

Agents & Progression

Manage Agents