WorksheetsSharing Session 1
Total questions: 6
Worksheet time: 2mins
(1) How many second(s) will it be classified as Auto-failed if the agent had no response to the customer?
Delayed opening of >2 mins on chat
Hold Chat 1 mins
Delayed opening of >1 mins on chat
Hold Chat 1 min 30s
(2) Which of the following is not included in Be the Best?
Enthusiasm & Patience
Understanding
Confidence
Call Etiquette
(3) Which of the following does not include in the QA score?
Be the best
Keep it simple
Rude to customer
Fix it fast
(4) After sending /closinginactive macro, how many minute(s) should agent wait before ending a chat?
0 min
1 min
1.5 min
2 mins
(5) Which of the following is an inappropriate statement?
You're welcome.
We apologize for the inconvenience
May I double confirm your address, please?
Ok but sorry I cannot help you.
6) Is this session enjoyable?
Yes of coz!
No
