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Coaching Confirmation
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Agent
Agent Tier
Location
Teams
Case Reference #
QAID
IID (Interaction ID)
Date/Time of Email
Date/Time of Evaluation
Response
Formatting
Formatting Note
Spelling
Spelling Note
Grammar
Grammar Note
Terminology
Terminology Note
Professionalism
Professionalism Note
Customer Service
Customer Service Note
Complete & Accurate Response
Complete & Accurate Response Note
Case Handling
Category
Category Note
Product
Product Notes
Device ID
Device ID Notes
Subject Line
Subject Line Notes
Queue
Queue Notes
Assignment
Assignment Notes
Customer Status
Customer Status Notes
Case Status
Case Status Notes
Essential Case Notes
Essential Case Notes Notes
Contact Name
Contact Name Notes Notes
Reason Noted
Reason Notes
Troubleshooting Noted
Troubleshooting Notes
Resolution Noted
Resolution Note
Attachments
Attachments Note
Previous or Duplicate Case Noted
Previous or Duplicate Case Note
FAQ Article Used
FAQ Article Used Note
Additional Details
Additional Details Note
Research & Technical Skills
Account Located
Account Located Note
Duplicate Cases Located
Duplicate Cases Located Note
Issue Identification
Issue Identification Note
Troubleshooting
Troubleshooting Note
Policy & Procedure
Policy & Procedure Note
Issue Investigation
Issue Investigation Note
Testing Completed
Testing Completed Note
Auto Failures
Failure to Create/Update Case(s)
Failure to Create/Update Case(s) Note
Severe Lack of Professionalism
Severe Lack of Professionalism Note
Unauthorized Action
Unauthorized Action Note
Orphaning a Case
Orphaning a Case Note
Significant Misinformation Provided
Significant Misinformation Provided Note
Failure to Resolve, or Take Steps to Resolve Issue
Failure to Resolve, or Take Steps to Resolve Issue Note
