Scoring of Agents

The customer states, “This has happened three times already.”
The agent responds: “I understand how frustrating that must be, and I’ll take ownership of fixing it for you.”

• No– empathy was not expressed

• Partial – empathy was implied

• Yes – empathy was clearly acknowledged and verbalized

• N/A – no emotion was expressed by the customer

An agent resolves the issue successfully but does not verify the caller’s identity as required per SFLY policy.

• No – required verification step was missed

• Yes – issue was resolved

• N/A – caller sounded trustworthy

• Partial – identity was assumed

If an agent proceeded with a reorder without obtaining customer confirmation, and the reorder was not the most appropriate resolution for the issue, should points be deducted for Process Not Requested Section?

• No-Wrong Section

• Yes-Customer did not confirm

• Partial-Maybe but not quite sure

• N/A

The agent used two different quick text greetings. The agent sent the verification quick text and then sent the CO1 greeting.

• No– required greeting process was completely missed

• Yes – all required greeting steps were followed correctly

• Partial – incorrect greeting sequence was used

• N/A – greeting protocol does not apply

Agent apologized and showed empathy but did not acknowledge the customer’s specific concern.
How should QA score the CARE technique criterion?

• Yes

• Partial

• No

• N/A

Scenario: Agent attempted to help but did not ask troubleshooting questions.

Question: Which QA scoring actions are appropriate? (Select all that apply)

• No-Resolution

• Partial-Missed troubleshooting steps

• Yes-Fully resolved the customer's issue

• N/A

The customer contacted support with a general inquiry. No order information was discussed, and customer verification was not completed.

• What score should the agent receive for this question regarding adherence to proper verification procedures?

• Yes

• No

• Partial

• N/A

An agent provides accurate help but exceeds response‑time standards throughout the chat interaction.

How should QA score timeliness?

• Yes

• No

• Partial

• N/A

If a required greeting is skipped entirely, the agents should receive​ a (a)   ​ ​ ​​for this question.

If an agent gives helpful responses but does not offer additional assistance before closing out the call, QA should score the closing as ​ (a)   .