Paraphrase -

Confirmed understanding of the issue?

Apology -

Apologized or empathized appropriately?

Hold -

Avoided placing the customer on unnecessary or extended holds?  

Time -

Respected the customer’s time by resolving their issue in a timely manner? 

Understandable -

Used clear verbiage and was easy to understand? 

Information -

Avoided speculation and provided accurate information?

Feedback -

Acknowledged customer feedback?

Self-service -

Offered relevant self-service options? 

Expectations -

Expectations set relevant to the completed solution? 

Resolution -

Correct solutions offered, completed and or/made a follow-up?

Closing -

Confirmed resolution and no other concerns before ending the contact? 

Issue coding -

Correct issue codes were selected? 

Escalate -

Escalated systemic issues and/or asked for support when needed?