Phone Calls
The area in Maestro where you can see which reason for contact was chosen by the rep.
What is the right side of the individual ticket? (Bonus points for first thing listed)
The name of the rubric we should be using to grade emails.
What is CS Scorecard: Emails?
The amount of time it should take for a rep to respond to a chat once they've entered the chat.
What is 20 seconds?
The criteria section where we would remove points for not remaining prompt and responsive during a call.
What is Resolution?
The tab in Zendesk we should be using to see whether or not an email was submitted in the correct status.
What is the Events tab?
A customer asks 3 different questions in the chat but the rep only answers 2 of them. We'd want to remove points from this category.
What is Addressed the Questions or Concerns?
The category that we would remove points from if a rep forgot to offer Perks on a place an order phone call.
What is Purchase Call Completed Correctly?
A rep forgot to edit a macro's subject line to include the order number. We'd remove points from this category.
What is Used a Macro/Agatha Assist Correctly?
After engaging with the rep in the chat, the customer asks if the rep is a robot or if they are even reading their question. We'd want to remove points from this category if we saw this feedback from the customer within a chat.
What is Friendly and Engaged?
A rep sent a VI ticket to the DS team for a rush request, but you know our FAQ’s say that this particular artist does not accept rush requests. You would remove points from this category.
What is Made the Experience Easy and Painless?
A rep's email is riddled with spelling mistakes and they didn't send the required VI to get further information from DS. We'd want to remove points in both of these categories.
What is Clear and Easy to Understand & Correct Follow Up Steps Applied to Zendesk Ticket?
You're grading a chat where the customer left before the rep was finished assisting them. The rep solved the ticket. We'd want to remove points in this category and coach the rep to complete these follow up steps in the future.
What is Addressed the Questions or Concerns Category and coach them to send a follow up email to the customer with the answer/resolution steps being taken?
If a rep needs to reach out to another department to get an answer for a customer and doesn’t tell the customer when they could expect to hear back from us, we would remove points in this category.
What is provided complete information?
A customer asked to enter a gift message for their WH order. The rep added it in Admin. We'd need to check these areas to ensure that the gift message was indeed correctly added to the order.
What is Order History at bottom of Admin and time order went into Export vs. time rep entered gift message?
A chat where a customer leaves the chat before a rep enters the chat to help.
What is a dropped chat?