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Coaching Confirmation
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☰ Coach
Agent
Agent Tier
Location
Teams
Case Reference #
QAID
IID (Interaction ID)
Date/Time of Call
Date/Time of Evaluation
Overall Customer Issue
Soft Skills
Opening
Opening Note
Customer Information
Customer Information Note
Verification
Verification Note
Acknowledgement
Acknowledgement Note
Empathy
Empathy Note
Ownership & Assurance
Ownership & Assurance Note
Dead Air & Hold
Dead Air & Hold Note
Verbiage & Professionalism
Verbiage & Professionalism Note
Closing
Closing Note
Case Handling
Case Creation
Case Creation Note
Essential Case Note
Essential Case Notes
Caller Name Noted
Caller Name Notes
Caller Phone # noted
Caller Phone # Notes
Verification
Verification Notes
Reason Noted
Reason Notes
Troubleshooting Noted
Troubleshooting Notes
Resolution Noted
Resolution Notes
Attachments
Attachment Notes
Previous or Duplicate Case Noted
Previous or Duplicate Case Notes
FAQ Article Used
FAQ Article Used Notes
Additional Details Noted
Additional Detail Notes
Category
Category Note
Product
Product Note
Device ID
Device ID Note
Subject Line
Subject Line Note
Queue
Queue Note
Assignment
Assignment Note
Customer Status
Customer Status Note
Case Status
Case Status Note
Research & Technical Skills
Account & Case Identification
Account & Case Identification Note
Probing Question
Probing Questions Note
Issue Identification
Issue Identification Note
Troubleshooting
Troubleshooting Note
Policy & Procedure
Policy & Procedure Note
Issue Investigation
Issue Investigation Note
Testing Completed
Testing Completed Note
Provided Complete & Accurate Information
Provided Complete & Accurate Information Note
Auto Failures
Failure to Resolve or Take Steps to Resolve Issue
Failure to Resolve or Take Steps to Resolve Issue Note
Severe Lack of Professionalism
Severe Lack of Professionalism Note
Work Avoidance
Work Avoidance Note
Refusal to Escalate to Supervisor
Refusal to Escalate to Supervisor Note
Unauthorized Action
Unauthorized Action Note
Orphaning a Case
Orphaning a Case Note
Significant Misinformation Provided
Significant Misinformation Provided Note
Failure to Create/Update Case(s) as Appropriate
Failure to Create/Update Case(s) as Appropriate Note
