Leads Calibration

Jira, Comments, QT added?

• Yes

• Partial

• Miss

• N/A

Answer explanation

Since we can’t say for sure that Cash App {Transaction Not Found} is the proper QT due to Advocate not doing the proper investigation, we can’t say this is the proper QT. We would score a full Miss for not tagging the Cash App {P2P Recipient - NMI} QT.

Complaint?

• Yes

• Partial

• Miss

• N/A

Post notes are clear?

• Yes

• Partial

• Miss

• N/A

Answer explanation

The Advocate's notes do not include that they told the customer that the sender did not send the funds as they said.

also did not include the payment information we provide to the customer during the call about the last 2 payments that gotten

Asked appropriate questions?

• Yes

• Partial

• Miss

• N/A

Answer explanation

Questions: asked who was that person, friend, family member ?

asked confirmation question about the amount at min 0:30

Used r esources?

• Yes

• Partial

• Miss

• N/A

Answer explanation

Asked part of the NMI questions but not all and identified the PII wf.

Followed Workflow and actions?

• Yes

• Partial

• Miss

• N/A

Answer explanation

In addition to not following the Voice - PII correctly, the Advocate also did not follow the Misdirected & Missing P2P Payments KA by asking all the questions outlined in the Cash App {P2P Recipient - NMI} QT to see what the next step of the KA we should have followed (funds went to incorrect recipient, funds went to intended recipient’s old account, or payment cannot be located).

Accurate account details?

• Yes

• Partial

• Miss

• N/A

Accurate terminology?

• Yes

• Partial

• Miss

• N/A

Accurate expectations?

• Yes

• Partial

• Miss

• N/A

Answer explanation

The Advocate told the the customer we would not be able to use a transaction ID or screenshot to locate the payment, which is incorrect because if the customer sent it to an incorrect account for example, we would be able to use the transaction ID or screenshot to locate it and decide what the next best step to take would be. This would be a full Miss since no other expectations were set on the call.

Complete explanation?

• Yes

• Partial

• Miss

• N/A

Answer explanation

Since the Advocate did not do the proper research by not asking all the NMI questions, they were not able to tell the customer why they did not receive this payment (funds went to incorrect recipient, funds went to intended recipient’s old account, or payment cannot be located), so we would score a Miss.