AVAYA ID 77000045

SCORE 100.00%
HIGHEST POSSIBLE SCORE W/O AUTOFAIL/SECTION FAIL 100.00%
AGENT NAME Nacario, Maria Elizabeth
TEAM MANAGER Ocampo, Omar Gareth
SITE Naga
SKILL SET CSBO
DATE AND TIME OF CONTACT 10/9/2017
CALL DURATION NA
CONTACT ID 2850907
CALL NUMBER FROM RANDOMIZER NA
CALL DRIVER Inboxes
2ND DRILLDOWN VANTIVE
3RD DRILLDOWN NA
OAF Informed NA
Initium Call? Yes
CSBO Task VANTIVE
Customer Contact Number NA
Customer Name Siwei Zhan
EVALUATOR Aspe, Elmer Jr.

CSBO FORMS
VANTIVE
Tool Utilization, Understanding and
Investigation
Did the agent utilize all tools necessary Yes
to resolve customers issue?

Did the agent display complete Yes

understanding of the client's issue?
Did the agent paraphrase the client NA
concern when applicable?
Linguistic, grammar and spelling
Did the agent use correct tense,
Sentence Construction, and SV Yes
Agreement?
Did the agent use correct spelling? Yes

Email Etiquette
Did the Agent adhere to the email Yes
etiquette?
Resolution & Ownership
Did the agent take the proper actions to Yes
resolve the issue
Did the agent provide correct and Yes
complete resolution?

Did the agent demonstrate ownership Yes

and intention to address the issue?

Did the agent set correct expectation in Yes

a timely manner ?
Did the agent followed / went beyond Yes
the QRG process?
 Did the agent select the
appropriate/Nearest Business Category Yes
Reason before responding to the
customer?
Did the agent set correct email status Yes
after treating the case
Did the agent document the case in all Yes
applicable systems?
Business Code Of Conduct
Did the agent adhere to the SEARS Yes
Code Of Conduct

CSBO COMMENTS
2850907
Siwei Zhan

Issue: Customer emailed Sears that there is one item out of stock and
has not been shipped to them from the order# E1024758. Rep
acknowledge customer concern and apologized for any inconvenience
that we have caused. Rep informed customer that credit has been
processed, she provided the amount and reference# then set their
expectation that credit will reflect within 24-48 business hours.
Strength:
* Correct tagging
* No issue with spelling and spacing
CSBO