Detail Start Date End Date Talk time Agent Name Agent ID Direction Interaction ID

UUID Case ID Customer ID Caller NumbeDialled NumbRelease Party Skill

Outcome Segment Service Custom Data
Interaction ID Agent Name Start Date/Time Talk time
759361337 Mongia, Jitin (jmongia@apitsd) 9/5/2019 9:13 0:01:17
760399069 Joshi, Tejas (tejas@apitsd) 9/6/2019 19:22 0:03:21

763242765 Vutla, Swarna (vutlas@apitsd) 9/13/2019 17:26 0:04:10

763239029 Devi, Monika (devim@apitsd) 9/13/2019 17:21 0:02:30

763130349 Momi, Aashima (amomi@apitsd) 9/13/2019 15:11 0:01:53
763107845 Mongia, Jitin (jmongia@apitsd) 9/13/2019 14:39 0:12:52
763016473 Kumar, Sunil (skumar2@apitsd) 9/13/2019 13:22 0:00:12

762978657 Petros, Nacfa (petrosn@apitsd) 9/13/2019 12:59 0:02:39

762596177 Patel, Chirag Kanubhai (ckpatel@apitsd) 9/12/2019 16:03 0:03:02
762634541 Joshi, Tejas (tejas@apitsd) 9/12/2019 16:00 0:10:49
762595853 Perry, Christopher (perryc@apitsd) 9/12/2019 15:51 0:02:10

762595761 Petros, Nacfa (petrosn@apitsd) 9/12/2019 15:44 0:04:48

762347061 Momi, Aashima (amomi@apitsd) 9/12/2019 12:10 0:03:01

762346685 Gajjar, Meet (gajjarm@apitsd) 9/12/2019 11:57 0:04:28

765796509 Thiranagamar, Roshani (thiranagamarr@apitsd 9/20/2019 12:43 0:03:43
765796425 Patel, Chirag Kanubhai (ckpatel@apitsd) 9/20/2019 12:36 0:08:03
765486105 Devi, Monika (devim@apitsd) 9/19/2019 17:29 0:01:55
765465749 Vutla, Swarna (vutlas@apitsd) 9/19/2019 16:39 0:06:59
765453453 Gajjar, Meet (gajjarm@apitsd) 9/19/2019 16:33 0:00:49
768712065 Vyas, Dhruvi (vyasd@apitsd) 9/27/2019 13:41 0:02:22

768696257 Vuong, Shirli (vuongs@apitsd) 9/27/2019 13:21 0:01:58

768696117 Gajjar, Meet (gajjarm@apitsd) 9/27/2019 13:13 0:00:32
768589417 Ravi, Ishvarya (ravii@apitsd) 9/27/2019 11:09 0:02:35
768576053 Madanmohan, Suchith Chandra (madanmohans 9/27/2019 10:58 0:00:14

768557509 Reddy Pothireddy, Sneha (srp@apitsd) 9/27/2019 10:42 0:01:29

768539333 Ravi, Ishvarya (ravii@apitsd) 9/27/2019 10:12 0:06:53
768342281 Kumar, Sunil (skumar2@apitsd) 9/26/2019 15:49 0:10:32
768299641 Mirceski, Dragan (mirceskid@apitsd) 9/26/2019 15:24 0:01:08
757658477 Hanumanthe, Niru (hanumanthen@apitsd) 9/1/2019 14:14 0:03:03
Direction Segment Service isMarked Evaluator isTransfer
Inbound IT Password 1 Oberoi, Vidhi 1
Inbound Retail EPOS 1 Oberoi, Vidhi 0

Inbound Retail Identity Services 1 Oberoi, Vidhi 0

Inbound Retail Other 1 Oberoi, Vidhi 1

Inbound IT Password 1 Oberoi, Vidhi 0
Inbound IT Corporate PC 0
Inbound Retail EPOS 0

Inbound Retail EPOS 1 Oberoi, Vidhi 0

Inbound Retail EPOS 0
Inbound IT Password 0
Inbound IT Other 0

Inbound IT Password 1 Oberoi, Vidhi 0

Inbound IT Password 0

Inbound IT Main Menu 1 Oberoi, Vidhi 0

Inbound IT Other 0
Inbound Retail Identity Services 0
Inbound IT Password 0
Inbound Retail Identity Services 0
Inbound IT Password 0
Inbound Retail EPOS 1 Oberoi, Vidhi 1

Inbound Retail Other 1 Oberoi, Vidhi 1

Inbound Retail EPOS 0
Inbound Retail EPOS 0
Inbound IT Password 0

Inbound Retail EPOS 1 Oberoi, Vidhi 0

Inbound Retail Other 0
Inbound Retail Identity Services 0
Inbound Retail EPOS 0
Inbound IT Main Menu 0
Total Score Allocated to
98 VidhiO
90 VidhiO

98 VidhiO

76 VidhiO
86 VidhiO
VidhiO
VidhiO

100 VidhiO
VidhiO
VidhiO
VidhiO

88 VidhiO
VidhiO

98 VidhiO
VidhiO
VidhiO
VidhiO
VidhiO
VidhiO
56 VidhiO

84 VidhiO
VidhiO
VidhiO
VidhiO

92 VidhiO
VidhiO
VidhiO
VidhiO
VidhiO
 USER EXPERIENCE EVALUATION SHEET
Evaluator: Oberoi, Vidhi

Agent Name: Reddy Pothireddy, Sneha (srp@apitsd)

1 768557509
Customer Experience
Reconfirmed query

Kept the Customer informed

Took appropriate actions to resolve query

Advised next steps and timeframes

Customer Experience

Checked for Customer Understanding

Answered call in a welcoming manner

Acknowledged User request

Empathy displayed during call

Actively listened to the caller

Call was conversational and not transactional

Appropriate Tone and Pace on call

Succinct and Clear Conversation

Conversation remains professional

Used User's Name

Compliance
COMPLIANCE

Security check completed

Knowledge Resolution
dge Resolution

Appropriate knowledge article used steps

followed and attached
 Knowledge Resolution
Took current/past issues into account (e.g.
outage, trends, device history)
KB article solution - Correctly triaged issue

Checked for duplicates from site/user/asset

Provided ticket number

First Call Resolution

Resolution
First Call

KB followed but unable to resolve issue and did

agent follow other options to get to FCR

IF yes, was the KB changes provided

in register by agent

ServiceNow Details
Correct personal details (name/address/phone)
ServiceNow Details

Correct grammar and punctuation in Service Now

Ticket - Style Guide
Correct Affected CI/Category/Sub-Category

Both description fields relevant and accurate

Correct template usage and all details for resolver
group captured
Correct priority
Correct assignment team if unresolved at first as
per knowledge article

WRAP UP
All details confirmed when updated or identified
WRAP UP

as incorrect during security check

Checked for first call resolution and thanked
customer for calling
Appropriate job notes/comments left

Call Transfer?

COMMENTS
NG ACTIONS
COACHING ACTIONS
INC1467833 Network communications offline – Reta
Feedback: Worknotes could have been updated with m
 ALUATION SHEET
Call Type: Retail

d) Date/Time: 9/27/2019 10:42

YES/NA NO

1 0

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1 0

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1 0

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1 0

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1 0

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0 1

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1 0

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1 0

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1 0

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1 0

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1 0

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1 0

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0 1

YES / NA NO

1 0

YES / NA NO

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1 0
 ●
1 0

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1 0

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1 0

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1 0

YES / NA NO

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1 0

● 1
0

YES / NA NO

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1 0

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1 0

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0 1

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1 0

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1 0

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1 0

YES / NA NO
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1 0

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0 1

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1 0

Quality Score 92

COMMENTS
 rk communications offline – Retail ITNT site
s could have been updated with more details.
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