Form Designer

Quality Management

Quality Planner

Category Manager

Setup

QM Score Metric

Form Manager

Universal Agent(MB)

Elements

Question Bank

Section
Yes/No
Checkbox
Radio
Date/Time
Dropdown
Hyperlink
Label
Short Text
Long Text

Universal Agent

Focus: First Call Resolution with High NPS

Agent Name

Interaction Date

Interaction Duration

Evaluator Name

Skill Name

Agent Name

Interaction Date

Interaction Duration

Evaluator Name

Skill Name

1.

Set The Experience

19/2048

Required

1.1

Branded Opening

16/2048

Yes

No

Required

1.2

Agent Acknowledges Customer Issue

33/2048

Stellar Performance

Good Performance

Coaching Opportunity

N/A

Required

1.3

Expressed Loyalty while Reviewing the Account

45/2048

Accomplished

Coaching Opportunity

N/A

2.

Focus On Success

16/2048

Required

2.1

Actively Listened During Discovery

34/2048

Accomplished

Coaching Opportunity

N/A

Required

2.2

Provided Resolution with Value

30/2048

Accomplished

Value not Communicated

Resolution not Related to Issue

Not Met

N/A

3.

Compliance

10/2048

Required

3.1

Did the Agent Process an Account Change?

40/2048

Yes

No

3.2

Was the Correct Compliance Statement Provided?

46/2048

Yes

No

PROPERTIES

Header

TITLE15/512

OpenSans

18

SUB TITLE43/512

OpenSans

13

BACKGROUND COLOR

IMAGE

DefaultLogo.png

WIDTH(px)

HEIGHT(px)

Lock aspect ratio

HEADER FIELDS

5 selected

CUSTOM HEADER FIELDS (MAX 5)

0/50

LOGIC