Name Role

ID (empty)
1 Claire dianne Angana Master Calibrator
2 Clyde ryan Tanggol Participant
3 Arlene Admana Participant
4 John michael vincent Pangan Participant
5 Alfie Bagsic Participant
6 Jeffrey Capecenio Participant
 Demonstrates
Ownership and Listens, Engages with
Call ID Welcome/Farewell Inspires Questions, Sets Guest regarding
Confidence Expectations Marriott Bonvoy

472611374660 Yes Yes No Yes

472611374660 Yes Yes No Yes
472611374660 Yes Yes No Yes
23123124123123 Yes Yes No Yes
472611374660 Yes Yes No Yes
472611374660 Yes Yes No Yes
Updates Marriott Demonstrates care
Bonvoy account Uses the guest's name, for the guest's Effectively leverages
information and as required unique reason for Promotes sales resources
advises Guest as contacting us
needed

NA Yes No NA Yes
NA Yes No NA Yes
NA Yes No NA Yes
NA Yes No NA Yes
NA Yes No NA Yes
NA Yes No NA Yes
 Privacy Reservation Credit Card
Educates the Caller Expectations Account Security Security Information ADA Legal
on hotel related preserved (e.g., Standards Standards Safeguarded Adherence
information Adjoining/Connecti Maintained Upheld (PCI) Maintained
ng Room Requests)

NA NA Yes Yes NA NA
NA NA Yes Yes NA NA
NA NA Yes Yes NA NA
NA NA Yes NA NA NA
NA NA Yes Yes NA NA
NA NA Yes NA NA NA
 Properly
Gathers Booking Documents in Accurately Relays
Details from Relevant Hotel/Rate Advises Recaps
Guest (e.g., System/Field and Advisories and Cancellation Reservation to Overall CSS Score
Occupancy, Acts with Cost/Fees/Provisi Policy to Guest Guest
Dates, Location) Integrity ons to Guest

Yes Yes NA NA Yes 66.67%

Yes Yes NA NA Yes 66.67%
Yes Yes NA NA Yes 66.67%
Yes Yes NA NA Yes 66.67%
Yes Yes NA NA NA 66.67%
Yes Yes NA NA Yes 66.67%
 Overall Overall QA
Compliance Score Score Accuracy %

100.00% 81.67% 100%

100.00% 81.67% 100%
100.00% 81.67% 100%
100.00% 81.67% 95%
100.00% 81.67% 95%
100.00% 81.67% 95%
 Calibration Errors:

*Indicate defects from the calibration session*

101.00%

100.00%

99.00%

98.00%

97.00%

Accuracy %
96.00%

95.00%

94.00%
Calibration Takeaways:
93.00%

92.00%
70.00%
 Accuracy Score Measurement is +/- 95%
Call ID #1:
Count of Total Count of
Name Final QA Score Misaligned Aligned Accuracy %
Attributes Attributes
Clyde ryan Tanggol 81.67% 0 20 100.00%
Arlene Admana 81.67% 0 20 100.00%
John michael vincent Pangan 81.67% 1 19 95.00%
Alfie Bagsic 81.67% 1 19 95.00%
Jeffrey Capecenio 81.67% 1 19 95.00%

Overall Accuracy 97.00%

Final QA Score Accuracy %

81.67%
101.00%
100.00% Correlation Analysis - Calibration WE1104
81.67% 100.00%
81.67% 95.00%
100.00%
81.67% 95.00%
81.67% 95.00%
99.00%
0.00% 0.00%
0.00% 0.00%
98.00%
0.00% 0.00%
0.00% 0.00%
97.00%
Accuracy %

0.00% 0.00%
0.00% 0.00%
96.00%
0.00% 0.00%
0.00% 0.00%
95.00%
0.00% 0.00%
0.00%
94.00% 0.00%
0.00% 0.00%
93.00%

92.00%
70.00% 80.00% 90.00% 100.00% 110.00% 120.00% 130.00% 140.00% 150.00%

Final QA Scores
 Accuracy Target Final QA score

95.00% 81.67%

WE1104

130.00% 140.00% 150.00% 160.00% 170.00%

ID Start time Completion time Email Name
1 10/30/23 22:42:46 10/30/23 22:48:44 clairedianne.angana@conduent.com Claire dianne Angana
2 10/30/23 23:25:06 10/30/23 23:35:43 clyderyan.tanggol@conduent.com Clyde ryan Tanggol
3 10/31/23 5:55:09 10/31/23 6:07:30 arlene.admana@conduent.com Arlene Admana
4 1/11/2023 2:06 1/11/2023 2:31 johnmichaelvincent.pangan@conduent.comJohn michael vincent Pangan
5 1/11/2023 2:43 1/11/2023 2:55 alfie.bagsic@conduent.com Alfie Bagsic
6 1/11/2023 3:38 1/11/2023 3:45 jeffrey.capecenio@conduent.com Jeffrey Capecenio
 Name of the Evaluator Evaluation Date WIN ID of the Agent Site Role Evaluation Type
Claire Dianne Angana 10/30/2023 52339576 Cebu Master Calibrator QA Calibration
Clyde Ryan Tanggol 10/30/2023 52339576 Cebu Participant QA Calibration
Arlene Admana 10/31/2023 52339576 Cebu Participant QA Calibration
John Michae Vincent Pangan 8/17/2023 523412345 Manila Participant QA Calibration
Alfie Bagsic 1/11/2023 52339576 Manila Participant QA Calibration
Jeffrey Capecenio 1/11/2023 52339576 Cebu Participant QA Calibration
 Call ID Call Date Call Duration Welcome/Farewell Welcome/Farewell | Feedback
472611374660 10/22/2023 0.004201389 Yes Correct branding was used, offered further assistance
472611374660 10/22/2023 0.004201389 Yes Agent was able to open and close the call properly
472611374660 10/22/2023 0.004201389
The agent was able toYes
open and close the call with correct branding and was able to ask furth
2.312312E+13 8/14/2023
The agent was
00:99:99
able to provide correct
Yes branding when opening and closing the call. Also, the agent was able
472611374660 10/27/2023 0:06:03 Yes
472611374660 11/22/2023
The agent was
0:06:03
able to provide correct
Yes branding when opening and closing the call. Also, the agent was abl
Demonstrates ownership and inspires confidence
Yes
Yes
Yes
Yes
Yes
Yes
 Demonstrates ownership and inspires confidence | Feedback Listens, questions, sets expectations
demonstrated willingness to help No
Shows willingness to help the guest No
Agent shows willingness to help No
The agent was able to show willingness to assist and sounded confident when assisting the guest. No
No
The agent was able to show willingness to assist and sounded confident when assisting the guest. No
 Listens, questions, sets expectations | Feedback Engages with Guest regarding Marriott Bonvoy
Inconsistent/incorrect information provided to the guest Yes
m features, agent sets an improper expectation to the guest that the sofa bed would be on the bedroom Yes and the king-size bed is on the living room
xpectations when he stated that the king bed was in the living area and the sofa bed would be in the Yes bedroom.
At timestamp
ttention Incorrect 05:00
expectation - 05:15The
provided. if the King
sofa bedSize Bed
is on theis living
in theroom and the king bed is in the
Yesbedroom.
Living Room and the Sofa Bed is on the Guest Room,
Yes
agent say yes, but based on the picture the Sofa Bed is
ttention Incorrect expectation
theprovided.
one on theTheLiving
sofa Room
bed is on the living room and the king bed is in the Yesbedroom.
Engages with Guest regarding Marriott Bonvoy | Feedback
celebrated the guest's loyalty
Was able to celebrate loyalty of the guest membership
The agent was able to acknowledge and celebrate loyalty
The agent was able to celebrate the guest's loyalty

The agent was able to celebrate the guest's loyalty

Updates Marriott Bonvoy account information and advises Guest as needed
NA
NA
NA
NA
NA
NA
Engages with Guest regarding Marriott Bonvoy | Feedback2 Uses the guest's name, as required
not applicable Yes
NA Yes
NA Yes
Not applicable Yes
Yes
Not applicable Yes
 Uses the guest's name, as required | Feedback
address the guest accordingly during the call
Was able to address the guest last name
The agent was able to address the guest's last name
The agent was able to address the caller by last name.

The agent was able to address the caller by last name.

Demonstrates care for the guest's unique reason for contacting us
No
No
No
No
No
No
 Demonstrates care for the guest's unique reason for contacting us | Feedback Promotes Sales
failed to build engagement with the guest's reason for calling NA
Agent fails to build engagement with the guest reason of calling to provide tailor fit responses. NA
Agent fails to build engagement with the guest reason of calling to provide tailor fit responses. NA
heir stay by asking “If you don't mind me asking, can you tell me more about your trip”. Then you need to build engagement
NA with guest by ackno
Agent did not ask the guest about the reason of the stay nor build engagement NA
eir stay by asking “If you don't mind me asking, can you tell me more about your trip”. Then you need to build engagement
NA with guest by acknow
Promotes Sales | Feedback Effectively leverages resources
not applicable Yes
NA Yes
NA Yes
General inquiry Yes
Yes
General inquiry Yes
 Effectively leverages resources | Feedback Educates the Caller on hotel related information
ls to assist the guest, coaching: could have called Assist to confirm details and to avoid confusion
NA
Utilizes the tools in assisting the guest concern NA
Agent was able to utilize the tools properly NA
heck the information about the bed type. Coaching: Should always validate the information NA
showing in the sample pictures
NA
heck the information about the bed type. Coaching: Should always validate the information NA
showing in the sample pictures
Educates the Caller on hotel related information | Feedback
not applicable
NA
NA
Not applicable

Not applicable
Privacy Expectations preserved (e.g., Adjoining/Connecting Room Requests)
NA
NA
NA
NA
NA
NA
Privacy Expectations preserved (e.g., Adjoining/Connecting Room Requests) | Comments
not applicable
NA
NA
Not applicable

Not applicable
Account Security Standards Maintained Account Security Standards Maintained | Comments
Yes account has been verified
Yes Autopopulated and verified
Yes Account was verified
Yes Account was auto populated and verified
Yes
Yes Account was auto populated and verified
Reservation Security Standards Upheld Reservation Security Standards Upheld | Comments
Yes name on the reservation has been verified
Yes Name on the reservation matches on CTI
Yes The agent was able to verify the name on the reservation
NA Not applicable
Yes
NA Not applicable
Credit Card Information Safeguarded (PCI) Credit Card Information Safeguarded (PCI) | Comments
NA not applicable
NA NA
NA NA
NA Not applicable
NA
NA Not applicable
ADA Legal Adherence Maintained ADA Legal Adherence Maintained | Comments
NA not applicable
NA NA
NA NA
NA Not applicable
NA
NA Not applicable
Gathers Booking Details from Guest (e.g., Occupancy, Dates, Location)
Yes
Yes
Yes
Yes
Yes
Yes
Gathers Booking Details from Guest (e.g., Occupancy, Dates, Location) | Comments
gathers booking details
Was able to gather the necessary details of the reservation
The agent was able to gather all necessary details on the reservation.
The agent was able to gather all the necessary details like confirmation number.

The agent was able to gather all the necessary details like confirmation number.
Properly Documents in Relevant System/Field and Acts with Integrity
Yes
Yes
Yes
Yes
Yes
Yes
Properly Documents in Relevant System/Field and Acts with Integrity | Comments
input the email address correctly, confirmation # was pulled up through future stays
Agent was able to document the information properly
The agent was able to properly document necessary information in the system field.
The agent was able to enter all information accurately

The agent was able to enter all information accurately

Accurately Relays Hotel/Rate Advisories and Cost/Fees/Provisions to Guest
NA
NA
NA
NA
NA
NA
Accurately Relays Hotel/Rate Advisories and Cost/Fees/Provisions to Guest | Comments
not applicable
NA
NA
Not applicable

Not applicable
Advises Cancellation Policy to Guest Advises Cancellation Policy to Guest | Comments
NA not applicable
NA NA
NA NA
NA Not applicable
NA
NA Not applicable
Recaps Reservation to Guest Recaps Reservation to Guest | Comments
Yes a complete recap was done for the existing
no reservation
inappropriate behavior observed
Yes Was able to do a complete recap Active Listening
Yes The agent was able to recaps all necessary information to the guest
Yes The agent did a great job providing the recapNo
forinappropriate
existing reservation.
behavior was observed.
NA
Yes The agent did a great job providing the recap for existing
Calls reservation.
evaluated completely.
or observed

was observed.