Sharing Session 1

(1) How many second(s) will it be classified as Auto-failed if the agent had no response to the customer?

• Delayed opening of >2 mins on chat

• Hold Chat 1 mins

• Delayed opening of >1 mins on chat

• Hold Chat 1 min 30s

(2) Which of the following is not included in Be the Best?

• Enthusiasm & Patience

• Understanding

• Confidence

• Call Etiquette

(3) Which of the following does not include in the QA score?

• Be the best

• Keep it simple

• Rude to customer

• Fix it fast

(4) After sending /closinginactive macro, how many minute(s) should agent wait before ending a chat?

• 0 min

• 1 min

• 1.5 min

• 2 mins

(5) Which of the following is an inappropriate statement?

• You're welcome.

• We apologize for the inconvenience

• May I double confirm your address, please?

• Ok but sorry I cannot help you.

6) Is this session enjoyable?

• Yes of coz!

• No