CEA CS New Quality Grid

Roblox

QA CS New Quality Grid

Description and Subdrivers

QA Department

oBJECTIVES

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- Understand about each Quality Section, such as Procedural and Communication. - Learn about the Attribute Description and Subdrivers of the New Quality Grid. - Identify and understand the importance of each attribute and its scoring criteria.

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Procedural

Issue Identification

Subdrivers

Attribute Description

-Attention to detail- Chatbot Interaction not read- Didn't understand player request- The agent did not acknowledge the player’s issue

The agent demonstrated strong comprehension skills by thoroughly reading the player's message and accurately identifying the issue without misinterpretation. This ensures that the core problem is understood right from the start, setting the stage for effective resolution.

Additionally, the agent appropriately sought further input when necessary, such as when a process required a leader's review (e.g., password redaction) or a billing review for failed purchases. These steps ensure thoroughness and precision in addressing the player's concerns.

Tool Usage & Navigation

Attribute Description

The agent conducted a detailed investigation into the player's account history, utilizing all relevant tools to gather comprehensive background information, which is crucial for providing contextually accurat e and effective solutions.

Subdrivers

- Lack of KB Utilization- Requested unnecessary slack assistance - Not following up slack assistance - Zendesk History not reveiwed

Additionally, if required, the agent followed escalation procedures correctly, ensuring thorough and appropriate handling of more complex issues.

Process & Procedure

Attribute Description

The agent effectively utilized the knowledge base to identify and apply the relevant policy, demonstrating a clear comprehension and accurate interpretation of the player's scenario. By making the necessary adjustments as required by the policy and process, the agent ensured all actions and responses were in line with standards and guidelines, aiming to resolve all concerns in one interaction whenever possible.

Subdrivers

- Not following KB procedure- Not merging tickets - Not escalating the ticket properly - Incorrect Tags in the ticket - Toolbox changes not completed - Incorrect/Mishandle Escalation

Documentation

Subdrivers

- Incomplete/Innacurate Notes- Incomplete CS Tool Notes - No CS Tool notes

Attribute Description

The agent made clear and accurate notes over the respective tools and following the guidelines established by the KB.

Contact Resolution

Subdrivers

Attribute Description

- Incorrect macro applied- Unnecesarily request for more information - Not request for more information when necessary - Not applying aditional necessary macros*

The agent provided a comprehensive solution to the player's issue, ensuring all aspects of the problem were addressed so the customer does not need to contact again for the same issue. This includes checking for potential related issues and giving clear, actionable instructions.

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ComMunication

Additionally, the agent uses the correct language and adapts their tone and professionalism to suit the type of player contacting us.

Personalization

Attribute Description

Subdrivers

- Relevant information was remove from the macro- Unnecesary information wasn't remove from the macro - Necessary informaiton wasn't added to the macro - User's name wasn't added on the greeting - The message did not consider the specific audience, such as a child, parent, guardian, or expert gamer. - Rudness - Did not apologize to user when required

The agent addressed the customer by the name seen in the support form or signature and adjusts the macro or response by including only the necessary information. They personalize the response by apologizing for any previous erroneous replies, explaining delays if the SLA exceeds 4 days, and removing standard greeting phrases if no longer applicable. The agent acknowledges any previous interactions or issues mentioned by the customer.

Subdrivers

Grammar & Structure

- Incorrect format (bold, italic, underline)- Grammatical errors identified - Lack of professionalism - Spelling Mistakes - Wrong punctuation

Attribute Description

The agent’s communication was free from grammatical errors, spelling mistakes, and punctuation issues, ensuring that the messages were polished, professional, and easy to understand.

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tHANK YOU FOR YOUR ATTENTION