Audits
FEEDBACK
Brief summary
In this point we should leave a quick recap of the details we were able to identify while auditing, and the actions taken by the agent.
AO: PIN reset request - Ownership was verified with contacting email, and the reset requested was approved.
AOOs
During our audits, the feedback is very important as it helps agents improve their performance and gain a more comprehensive understanding of the procedures. This point not only highlights mistakes, but also focuses on clarifying doubts in the procedure followed and offering guidance on how to avoid errors in the future.
AOO: We took more than 540 seconds to submit the conclusion.
AOO: Be mindful with the time spent on a ticket. For this case, it seems that you spent around 17 minutes on the ticket before submitting your conclusions, after requesting the auto notes at 7:36 pm. Keep in mind that this time shouldn't exceed the 540 seconds (9 minutes).
HIGHLIGHTS/WINS
It is important not only to mention the errors, but also to note the good things that happened in the ticket so that the agent knows what they did well, and is motivated to continue with good practices in future tickets.
Highlights: The correct macro for conclusions was used, and the macro was correctly personalized with the customer's name. Keep it up,
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Got an idea?
Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts with your creation:
- Visit the Analytics settings;
- Activate user tracking;
- Let the communication flow!
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(EXTERNAL) Cindy Gomez
Created on June 11, 2024
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Transcript
Audits
FEEDBACK
Brief summary
In this point we should leave a quick recap of the details we were able to identify while auditing, and the actions taken by the agent.
AO: PIN reset request - Ownership was verified with contacting email, and the reset requested was approved.
AOOs
During our audits, the feedback is very important as it helps agents improve their performance and gain a more comprehensive understanding of the procedures. This point not only highlights mistakes, but also focuses on clarifying doubts in the procedure followed and offering guidance on how to avoid errors in the future.
AOO: We took more than 540 seconds to submit the conclusion.
AOO: Be mindful with the time spent on a ticket. For this case, it seems that you spent around 17 minutes on the ticket before submitting your conclusions, after requesting the auto notes at 7:36 pm. Keep in mind that this time shouldn't exceed the 540 seconds (9 minutes).
HIGHLIGHTS/WINS
It is important not only to mention the errors, but also to note the good things that happened in the ticket so that the agent knows what they did well, and is motivated to continue with good practices in future tickets.
Highlights: The correct macro for conclusions was used, and the macro was correctly personalized with the customer's name. Keep it up,
Got an idea?
Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts with your creation:
Got an idea?
Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts with your creation: