Notes
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Agent failed to greet the customer for being a Flipkart plus member.
Agent took ___ minute ___ seconds to close the session.
Agent should not have pitched for RR as case was not solved.
Agent failed to pitch CSAT survey script.
Agent failed to pitch RR and CSAT survey script.
Agent should have mentioned customer's name atleast once in the entire chat.
Agent failed to apologized for the inconvenience.
Dead Air: From ____ to ___
Agent failed to refresh the hold within the given timeframe. Timeframe: From ___ to ___
Agent had asked the customer for further assistance within a minute of providing information.
Agent should have acknowledge the customer's query e.g I do understand your concern & I will surely help you out.
Agent didn't wait the customer for 1:50 seconds post asking for further assistance.
Agent failed to mentioned the brand name before closing the chat.
Agent failed to acknowledge the customer post releasing the hold.
Customer was concerned about the delivery of his order as it was delayed. Agent had escalated the case and shared the buy time with the customer.
Customer was asking about the delivery of his order on the promise date. Agent had asked the customer to wait till 7 pm.
Customer was concerned about the delivery of his order as it was delayed and case was already with the team for same. Agent had updated the team's incident and shared the buy time with the customer.
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