AQS Scoring Form 1.1 and Definitions

Monitor Problem Type Status
Anju Unnikrishnan Unable to Send and Receive Email in Outlook or Outlook Express Valid escalation - STS
Anju Unnikrishnan Can't connect Valid escalation - ASI

Anju Unnikrishnan Can't connect Resolved

Anju Unnikrishnan Browser issue (AT & T / IE / Other) Resolved

Anju Unnikrishnan Unable to Send and Receive Email in Outlook or Outlook Express Onshore
Subparameter
Case TYPE Monitoring type Date Agent Name TL Case id
Technical issue Remote 4-Feb-08 Ramesh M Mahalingam Denver Lazaro 159290672

Technical issue Remote 4-Feb-08 Santhoshkumar Ramachandran Denver Lazaro 159293292

Technical issue Remote 4-Feb-08 Mohamed Sahadh Fazlur Rahman Denver Lazaro 159299625
Technical issue Remote 4-Feb-08 Jayalakshmi Udhayakumar Azeez Ahmed 159299858

Technical issue Remote 4-Feb-08 Kannan Chinna Kalai Azeez Ahmed 159298165
Technical issue Side-by-Side 4-Feb-08 Singaravelu Vadivelu Azeez Ahmed 159335577
Parameter Sub Parameter
Did the agent explain the troubleshooting steps they were taking, prior to or during
Technical Skills troubleshooting?
Technical Skills Did the Agent offer self help information during the call?
Customer Service Skills Did the Agent demonstrate courtesy using an enthusiastic tone?
Customer Service Skills Did the Agent display confidence throughout the call?
Technical Skills Did the Agent provide complete and accurate information?
Did the Agent create a case or trouble ticket according to Process flows and AFSS/BOSS
Technical Skills guidelines?
Did the Agent use the correct call closure codes accurately reflecting the root cause of the
Technical Skills customers issue(s)?
Customer Service Skills Was hold time and dead air kept to a minimum?
Technical Skills Did the Agent follow all of the required verification and authentication steps?
Technical Skills Did the Agent provide complete and accurate information?
Did the agent properly identify the customer's issue and make a restatement in their own
Customer Service Skills words to reflect an understanding of the customer's issue?
Customer Service Skills Did the Agent express ownership of Member's issue?
Technical Skills Did the Agent follow all of the required verification and authentication steps?
Did the Agent create a case or trouble ticket according to Process flows and AFSS/BOSS
Technical Skills guidelines?
Reason
Monitoring type
Manager Name
Monitor Name
Agents Name
Call Date
TL Name
4-Feb-08 Anju Unnikrishnan Ramesh M Mahalingam Denver Lazaro Vinod G Remote
4-Feb-08 Anju Unnikrishnan Santhoshkumar Ramachandran Denver Lazaro Vinod G Remote
4-Feb-08 Anju Unnikrishnan Mohamed Sahadh Fazlur Rahman Denver Lazaro Vinod G Remote
4-Feb-08 Anju Unnikrishnan Jayalakshmi Udhayakumar Azeez Ahmed Benny Remote
4-Feb-08 Anju Unnikrishnan Kannan Chinna Kalai Azeez Ahmed Benny Remote
4-Feb-08 Anju Unnikrishnan Singaravelu Vadivelu Azeez Ahmed Benny Side-by-Side
Q10 Knowledge of technical support specialists
Production Date
Tenure in days
Agent CRM ID
Call Duration
Unique ID
Q15 Technical support overall

DSL NO
Case ID
Q8 Easy to understand
Technical Skills
AQS Score
52
27-Jan-06 (661) 266-3636 00:23:55 mra2769 >120 159290672 505169003326167 86% 7 7 8 84%
15-Feb-06 (773) 752-5527 00:22:36 sra4048 >120 159293292 505169003326242 71% 8 8 8 45%
1-Nov-06 (84) 208-1645 00:15:48 mfa8676 >120 159299625 505169003326420 70% 8 8 8 66%
5-Oct-06 (765) 453-2656 00:16:11 jud2651 >120 159299858 50516900066 84% 9 9 9 73%
2-Mar-07 (281) 344-9742 00:19:33 kch1226 >120 159298165 505169003326343 80% 8 9 9 65%
30-Mar-07 (708) 524-1374 00:26:46 sva4232 >120 159335577 505169003327234 95% 9 9 9 90%
0
0
0
0
0
0
9
1
MEMBER VERIFICATION
Did the Agent follow all of the required verification and
9
2
NA
NA
NA
NA
NO
NO
authentication steps?
3
TROUBLESHOOTING
20
5
4
Did the Agent ask appropriate probing questions?
17 YES
15 YES
15 YES
12 YES
14 YES
15 YES
0
0
0
0
0
0
5
Member's Operating System:
Did the agent explain the troubleshooting steps they were taking, prior
2
6
NA
NO
NO
NO
to or during troubleshooting?
YES
YES
Did the Agent follow all troubleshooting steps and process flows as
7
7
required in accordance with the AFSS /BOSS articles in a logical and
YES
YES
YES
YES
YES
YES
efficient manner?
3
8
Did the Agent provide complete and accurate information?
3
9
Did the Agent offer self help information during the call?
NO NA
YES NO
YES NO
NO NO
YES NO
0
0
0
0
0
RESOLVED THE ISSUE
YES NO 12
12
10
Did the Agent resolve all customer issues within their
9
11
NA
NA
NA
NA
NA
YES
ability to do so?
3
Did the Agent confirm the issue resolution with the customer?
12
NA
NA
NA
NA
NA
5
0
CASE CREATION & DOCUMENTATION
11
YES 11
11
11
11
13
Did the Agent create a case or trouble ticket according to

6
14
NO
NO
YES
YES
YES
YES
Process flows and AFSS/BOSS guidelines?
Did the Agent use the correct call closure codes accurately reflecting
5
15
NO
the root cause of the customers issue(s)?
YES
YES
YES
YES
YES
Customer Service Skills

48
94%
76%
94%
88%
100%
100%
3
OPENING SCRIPT
16
Did the Agent appropriately brand the call?

17
0.5
Did the Agent identify themselves to the customer?

18
0.5
Did the Agent verify/request the DSL TN, BTN or Member ID?
19
0.5
3 YES YES YES

3 YES YES YES
3 YES YES YES
3 YES YES YES
3 YES YES YES
3 YES YES YES
Did the Agent request/verify a good call back number?
20
0.5
1
Did the Agent identify the caller?
21
YES YES
YES YES
YES YES
YES YES
YES YES
YES YES
4
4
4
0
4
4
4
ACTIVE LISTENING
22
Did the agent properly identify the customer's issue and make a
4
restatement in their own words to reflect an understanding of the
23
NO
YES
YES
YES
YES
YES
customer's issue?
5
5
5
5
5
5
5
ASSURANCE/EMPATHY
24
Did the Agent provide an assurance statement at the beginning of the
3
25
call?
YES
YES
YES
YES
YES
YES
Did the Agent express genuine relevant apologies at appropriate times
2
26
during the call?
YES
YES
YES
YES
YES
YES
8
EFFECTIVE COMMUNICATION
11
27
8
Did the Agent communicate effectively?
28
3
Did the Agent demonstrate courtesy using an enthusiastic tone?
29
YES NO
11 YES YES
11 YES YES
11 YES YES
11 YES YES
11 YES YES
5
5
0
0
5
5
5
TRANSFER/ESCALATION PROCESS
30 Did the Agent transfer the call to correct department and

5
31
NA
NA
YES
YES
YES
YES
follow correct transfer procedures?
0
0
0
0
0
0
8
32
MANAGED SCOPE OF SUPPORT
Did the Agent stay within their Scope of Support

8
guidelines? And did the non-Southeast region agent offer

33
NA
NA
NA
NA
NA
NA
Support + according to AFSS guidelines?

4
POSE / JUST ASK

34
7
5
7
4
5
6
CALL HANDLING SKILLS

35
6.5
Did the Agent maintain control during the call?

36
2.5
1
Did the Agent display confidence throughout the call?

37
YES NO
1
Did the Agent express ownership of Member's issue?

38
YES YES NO
NO
YES YES NO
2
Was hold time and dead air kept to a minimum?

39
YES YES YES NA

NA
NA
NA
YES YES YES NA
YES YES YES YES

Did the Agent use a Value statement at the end of the call?
Did the Agent provide their name during the call closing?
Did the Agent rebrand the call?
Fatal Error Accuracy

CLOSING SCRIPT
Fatal Error Count

Zero Tolerance
Issue
40 41 42 43
1.5 0.5 0.5 0.5
0 NA NA NA MET MET 0 Unable to Send and Receive Email in Outlook or Outlook Express
0 NA NA NA MET NOT MET 1 Can't connect
1 YES NO YES MET NOT MET 1 Can't connect
2 YES YES YES MET NOT MET 1 Browser issue (AT & T / IE / Other)
0 NA NA NA MET NOT MET 1 Unable to Send and Receive Email in Outlook or Outlook Express
0 NA NA NA MET MET 0 Can't connect
Documentation Error (Internal Use)
Phrase for the day
CTI lite usage

Status
Valid escalation - STS NA 0 NA

Valid escalation - ASI NA 0 NA
Resolved NA 0 NA
Resolved NA 0 NA
Onshore NA 0 NA
Valid escalation - ASI NA 0 NA
CALL MONITORING FEEDBACK FO
Call Date 4-Feb-08 Agent
Monitor Anju Unnikrishnan Emp Code
TL Name Denver Lazaro CRM ID
Manager Vinod G Prod Date
DSL# (661) 266-3636 Status
Call Time 12:43:12 PM Case #
Unique ID # 505169003326167 SST Usage
Call duration 00:23:55 CTI lite usage
Phrase for the

day NA
Tenure in
Issue Unable to Send and Receive Email in Outlook or Outlook Express days
Monitoring
Case Type Technical issue type
S.No Parameter Weights

Technical Skills 31
MEMBER VERIFICATION 0
Did the Agent follow all of the required verification and authentication steps? 0
TROUBLESHOOTING 20
Did the Agent ask appropriate probing questions? 5
Did the agent explain the troubleshooting steps they were taking, prior to or during troubleshooting? 2
Did the Agent follow all troubleshooting steps and process flows as required in accordance with the
7
AFSS /BOSS articles in a logical and efficient manner?
Did the Agent provide complete and accurate information? 3
Did the Agent offer self help information during the call? 3
RESOLVED THE ISSUE 0
Did the Agent resolve all customer issues within their ability to do so? 0
Did the Agent confirm the issue resolution with the customer? 0
CASE CREATION & DOCUMENTATION 11
Did the Agent create a case or trouble ticket according to Process flows and
6
AFSS/BOSS guidelines?
5
customers issue(s)?
Customer Service Skills 34.5
OPENING SCRIPT 3
Did the Agent appropriately brand the call? 0.5
Did the Agent identify themselves to the customer? 0.5
Did the Agent verify/request the DSL TN, BTN or Member ID? 0.5
Did the Agent request/verify a good call back number? 0.5
Did the Agent identify the caller? 1
ACTIVE LISTENING 4
Did the agent properly identify the customer's issue and make a restatement in their own words to
4
reflect an understanding of the customer's issue?
ASSURANCE/EMPATHY 5
Did the Agent provide an assurance statement at the beginning of the call? 3
Did the Agent express genuine relevant apologies at appropriate times during the call? 2
EFFECTIVE COMMUNICATION 11
Did the Agent communicate effectively? 8
Did the Agent demonstrate courtesy using an enthusiastic tone? 3
TRANSFER/ESCALATION PROCESS 5
Did the Agent transfer the call to correct department and follow correct transfer
5
procedures?
MANAGED SCOPE OF SUPPORT 0
Did the Agent stay within their Scope of Support guidelines? And did the non-
0
Southeast region agent offer Support + according to AFSS guidelines?
POSE / JUST ASK 0
CALL HANDLING SKILLS 6.5
Did the Agent maintain control during the call? 2.5
Did the Agent display confidence throughout the call? 1
Did the Agent express ownership of Member's issue? 1
Was hold time and dead air kept to a minimum? 2
CLOSING SCRIPT 0
Did the Agent rebrand the call? 0
Did the Agent use a Value statement at the end of the call? 0
Did the Agent provide their name during the call closing? 0
ZTP
AQS Score 65.5

Fatal Error Count
Non - Fatal Error - Absolute count
Issue : Customer is unable to send e-mails.
Solution : Escalated to STS.
Comments Positives : Agent apoloized and reassured promplty.
Oppurtunities : Agent did not inquire if the Member has SST enabled.
Agent did not explain the troubleshooting steps to the Member.
Agent sounded indecisive at times about troubleshooting steps taken.
Did not addressed the Member by name.
Agent did not document the error message which the customer was getting.
Version AQS Scoring Form 1.1 and Definitions Doc
Last Update 24-Dec-07
Prepared by: QA Team
Scores ISSUE Scores
na Administration na
1 Billing issue 1
2 Data transfer 2
3 informational 3
4 Interaction 5
5 Internal research Scores
Policy na
SAM/SOS 1
SP+ complaints 3
SP+ misdirects 5
Technical issue
FAST
DOC/SST Monitor Name Case
YES Ritesh Gehani
NO Thileepan Sundaram No Case
NA Anju Unnikrishnan Only interaction
FATAL No Case, No interaction
MET
NOT MET Internal
SCORES External
5 na
1 Motivation
na na
Feedback
0 na
6
na
Survey
5
1
na
MET
NOT MET Problem Type - Pointer Monitoring Type
na Access Number for Dial-up / Setting Dial-up Connection Remote
Browser issue (AT & T / IE / Other) Side-by-Side
Can't connect Out bound
Can't connect : Error 734 Supervisor Call
Can't connect : Error 676 The line is busy POSE Improvement
Can't connect : Error 769 (The specified destination is not reachable)
Can't connect : Page cannot be displayed GUI 2 Wire
Can't connect : Page cannot be displayed GUI 5100B
Can't connect : Page cannot be displayed GUI Netopia Cayman
Can't connect with Sync Error 678
Can't view attachments in email
Checking the Trouble ticket
Configuring email clients
Connection No Browse
Connection Slow Browse - BROWSER / COMPUTER
Connection Slow Browse - LINE
Connectivity Problem due to Connection Manager
Creating a Sub Account
Damaged modem replacement
Error - E0041 (Failed on create device: NTSPPPoE) - Enternet 300
Error - E0037P ( Login failed) - Enternet 300
Error - E0040P (Timeout while trying to connect to the network)
Error - E0043P (Server Communication Error) - Enternet 300
Error - E0051P (Failed to load Tap Driver) - Enternet 300
Error 691 - Authentication Problem
Error E0083P - Enternet 300
Ethernet Status : Cannot Communicate with Modem
Installation issues
Intermittent Sync
Login Failed - Browser Issues
Merge/Unmerge AT & T with Yahoo
Migration of Account
NCC Outage
No Sync
No trouble found
Out of scope of support
pop-up blocker
PPPoE Session Down
Receiving Spam E-mail (AT & T Yahoo!) .
Re-registering a customer
Resending Kit
Resetting Password for Primary account / Sub account

AT & T Upgrades
Setting Homepage
SPY Ware - Information
Spyware issue
SST
Subaccount issue
System Related Issues
Tech Dispatch
Transferring Favourites from Yahoo to E Mail client
True Switch
Unable to access Secure Web Pages
Unable to Add/Delete/Edit/Access Bookmarks
Unable to connect using a new computer or a formatted computer
Unable to open attachments
Unable to receive e-mail from particular domain
Unable to receive e-mail using Netscape 4.7 .
Unable to send / receive e-mail (3rd party e-mail address)
Unable to send / receive e-mail using IE / AT & Tyahoo browser
Unable to Send and Receive Email (non Outlook clients)
Unable to Send and Receive Email in Outlook or Outlook Express
Unable to send email in outlook due to Port 25 filter
Unable to view pictures on web pages
Virus / Firewall issue
Wireless connection problems-2wire
Yahoo issues
yahoo online protection
Member want to know order status
Agent ZTP ZTP

Damodharan Being rude to the customer Did Agent yell, scream, use abra
Jerry Cunnil Disclosing role as an outsource service provider to a customer Did Agent intentionally disconne
Kandhavelu Disparaging remarks about AT & TIS Did Agent make disparaging rem
Madhu SudhaFlirting with the customer/other departments Did the Agent refuse to escalate
Mohamed Sah Fraternization with customer/other departments Did the Agent place Member on
Rajkumar moIntentional disconnection/ call transfer Did the Agent disclose their role
Ramesh M MPlacing a customer on hold until they hang up
Ranjeesh Ra Refused to escalate to a supervisor Did Agent use vulgar, offensive,
SanthoshkumUsed vulgar/abusive language Did Agent make inappropriate fra
Shamil BasB Unauthorized release of confidential information
Sharmila Robert
Shrie Harie
Sudhakar Anthonysamy
Surya Ganesh Ramana Rao
Vijay Kumar
EEDBACK FORM
Ramesh M Mahalingam
40138623 AQS : 86.26%
mra2769
Q8 Easy to understand 7
27-Jan-06
Valid escalation - STS Q10 Knowledge of technical
support specialists
7
159290672
NO Q15 Technical support
overall
8
NA
AQS Legend Performance Alert Score 100%

>120 Customer Service Skills Score 88%
Remote Technical Support Skills Score 84%
Scale Score Average

26 84%
0
NA 0
15
YES 5
NO 0
YES 7
YES 3
NO 0
0
NA 0
NA 0
11
YES 6
YES 5
31 88%
3
YES 0.5
YES 0.5
YES 0.5
YES 0.5
YES 1
4
YES 4
5
YES 3
YES 2
8
YES 8
NO 0
5
YES 5
NA 0
NA 0
6
YES 2.5
NO 0
YES 1
YES 2
0
NA 0
NA 0
NA 0
MET Flirting with the customer/other departments
57 86.26%
MET
0
4
Scores Documentation Errors
na Blank Interaction
1 Did not document all troubleshooting steps
2 Did not document the callback no of the customer in case tab
5 Documentation of troubleshooting steps not performed on the call
Improper selection of Case Type
Improper selection of Service Type
Inaccurate documentation of account number, contact method
Inaccurate OS/Modem/Router information
Inaccurate resolution field documentation
Incomplete case documentation / Inaccurate documenation in interaction.
Incomplete/inaccurate case or interaction.
Initial Interaction not created / Blank Interaction
IVR interaction not pasted in Initial interaction

Notes tab left blank
Tool results not documented
Only interaction UT not pasted
No Case, No interaction IVR interaction not pasted in Notes tab
Inaccurate documentation in summary field in case tab
Late creation of case while on call
Scores
0
1 Survey Script
2 Used for Resolved issues
3 Not used for Resolved issues
4 Used for Unresolved issues
5 na
6
7
8
9
10
Monitoring Type Resolution RCA
Cold transfer Soft skills
Side-by-Side Disconnected call Did not use please and thank you appropriately
EPC / CEPC Did not personalize the call by addressing the customer by name
Supervisor Call In Valid escalation - ASI Making impolite and discourteous comments
POSE Improvement In Valid escalation - STS Making a rude and condescending comment
In Valid Transfer Grammaticalerrors and phrasing issues
Member call back Use of technical terms outside the customers knowledge level
Onshore Not providing clear and concise instructions during troubleshooting
Refer to Vendor Incorrect pronunciation
Resolved Poor comprehension skills
Spanish tech support Not displaying willingness to help the customer with the issue
Transferred - 2 Wire No active listening
Transferred - Billing Not responding to the customer appropriately
Transferred - CPE No apology, sympathy or empathy as appropriate
Transferred - EPC Not sounding confident while troubleshooting
Transferred - Support + Not in pace with the customer
Transferred to credits and No call control
Transferred to onshore ag Long hold times or silences during the call
Valid escalation - ASI
Valid escalation - STS
TL Manager
Caleb Andrews Vinod G
Denver Lazaro Vinod G
Kishore Gnanraj Benny
Madhan Devaraj Vinod G
Maria Joseph A Benny
Rajkumar Jayak Vinod G
Suganth Benny
Azeez Ahmed Benny
Did Agent yell, scream, use abrasive sarcastic comments, or consistently interrupt Member in a rude manner?
Did Agent intentionally disconnect Member, transfer a call back into queue that he or she is trained on, transfer prematurely, provide inac
Did Agent make disparaging remarks about AT&T Internet Services, its affiliates, and products or its competitors?
Did the Agent refuse to escalate to a supervisor at the Member's request?
Did the Agent place Member on hold with the intention of keeping them holding until such time the Member hangs up? Hold time must ex
Did the Agent disclose their role as an outsource service provider to a Member? ***SE region is exempt***
Did Agent use vulgar, offensive, or abusive language? Did Agent make reference to Race, Ethnicity, Religion, Gender, Lifestyle, or make
Did Agent make inappropriate fraternization with Member or other departments?
prematurely, provide inaccurate information or troubleshooting steps in order to release call, did Agent fail to accept call from queue?
gs up? Hold time must exceed five (5) minutes.
ender, Lifestyle, or make sexually oriented dialogue? Did Agent make reference to someone's sexual orientation, Race, Gender, or Backgr
o accept call from queue?
ntation, Race, Gender, or Background?

CALL MONITORING FEEDBACK F
DSL# (773) 752-5527 Status
Phrase for the

day NA
Tenure in
Issue Can't connect days
Monitoring

Technical Skills 31
TROUBLESHOOTING 20
7
6
5
customers issue(s)?
OPENING SCRIPT 3
ACTIVE LISTENING 4
4
ASSURANCE/EMPATHY 5
5
procedures?
0
POSE / JUST ASK 0
CLOSING SCRIPT 0
ZTP
AQS Score 65.5

Fatal Error Count
Issue : Customer is unable to go online.
Solution : Escalated to ASI.
Positives : Agent apoloized and reassured promplty.

Comments
Selected incorrect CTD codes(must not use CTD code -- ATMping 0%)
Agent did not inquire if the Member has SST enabled.
Long hold time beyond the time stated to the member
Agent did not inform the customer about the possible charges for ASI.
Incorrect Documentation (Agent did not check for EMI or dial tone but he has documented it)
Scores ISSUE Scores
1 Billing issue 1
2 Data transfer 2
3 informational 3
4 Interaction 5
Policy na
SAM/SOS 1
SP+ complaints 3
SP+ misdirects 5
Technical issue
FAST
YES Ritesh Gehani
MET
NOT MET Internal
SCORES External
5 na
1 Motivation
na na
Feedback
0 na
6
na
Survey
5
1
na
MET
Installation issues
Intermittent Sync
NCC Outage
No Sync
No trouble found
pop-up blocker
PPPoE Session Down
Resending Kit

AT & T Upgrades
Setting Homepage
Spyware issue
SST
Subaccount issue
Tech Dispatch
True Switch
Yahoo issues
Agent ZTP ZTP

Sharmila Robert
Shrie Harie
Vijay Kumar
FEEDBACK FORM
Santhoshkumar Ramachandran
40140616 AQS : 70.99%
sra4048
15-Feb-06
Valid escalation - ASI Q10 Knowledge of technical
support specialists
8
159293292
overall
8
NA

Scale Score Average

14 45%
0
NA 0
14
YES 5
YES 2
YES 7
NO 0
NO 0
0
NA 0
NA 0
0
NO 0
NO 0
33 94%
3
YES 0.5
YES 0.5
YES 0.5
YES 0.5
YES 1
4
YES 4
5
YES 3
YES 2
11
YES 8
YES 3
5
YES 5
NA 0
NA 0
5
YES 2.5
YES 1
YES 1
NO 0
0
NA 0
NA 0
NA 0
47 70.99%
NOT MET
1
4
ed it)

Scores
0
1 Survey Script
5 na
6
7
8
9
10
TL Manager
Madhan Devarajan Vinod G
Maria Joseph Anand M Benny
Rajkumar Jayakumar Vinod G
Suganth Benny
Azeez Ahmed Benny
r prematurely, provide inaccurate information or troubleshooting steps in order to release call, did Agent fail to accept call from queue?
ngs up? Hold time must exceed five (5) minutes.
Gender, Lifestyle, or make sexually oriented dialogue? Did Agent make reference to someone's sexual orientation, Race, Gender, or Backg
l to accept call from queue?
entation, Race, Gender, or Background?

DSL# (84) 208-1645 Status
Phrase for the

day NA
Tenure in
Monitoring

Technical Skills 35
TROUBLESHOOTING 15
7
6
5
customers issue(s)?
Customer Service Skills 31
OPENING SCRIPT 3
ACTIVE LISTENING 4
4
ASSURANCE/EMPATHY 5
0
procedures?
0
POSE / JUST ASK 0
CLOSING SCRIPT 1.5
Did the Agent rebrand the call? 0.5
Did the Agent use a Value statement at the end of the call? 0.5
Did the Agent provide their name during the call closing? 0.5
ZTP
AQS Score 66
Fatal Error Count
Issue : Customer wants to install DSL.
Solution : Asked customer to call back after 8.00PM
Comments Positives : Agent apoloized and reassured promplty.
Oppurtunities : Agent didn’t restate the issue.

Agent did not follow hold procedure.
Agent did not do MVP before giving account specific information.
Agent did not check with provisioning dept but he informed the customer that he did.
Agent did not use the value statement.
Scores ISSUE Scores
1 Billing issue 1
2 Data transfer 2
3 informational 3
4 Interaction 5
Policy na
SAM/SOS 1
SP+ complaints 3
SP+ misdirects 5
Technical issue
FAST
YES Ritesh Gehani
MET
NOT MET Internal
SCORES External
5 na
1 Motivation
na na
Feedback
0 na
6
na
Survey
5
1
na
MET
Installation issues
Intermittent Sync
NCC Outage
No Sync
No trouble found
pop-up blocker
PPPoE Session Down
Resending Kit

AT & T Upgrades
Setting Homepage
Spyware issue
SST
Subaccount issue
Tech Dispatch
True Switch
Yahoo issues
Agent ZTP ZTP

Sharmila Robert
Shrie Harie
Vijay Kumar
FEEDBACK FORM
Mohamed Sahadh Fazlur Rahman
40175344 AQS : 70.45%
mfa8676
01-Nov-06
Resolved Q10 Knowledge of technical
support specialists
8
159299625
overall
8
NA

Scale Score Average

23 66%
0
NO 0
12
YES 5
NA 0
YES 7
NO 0
NA 0
0
NA 0
NA 0
11
YES 6
YES 5
24 76%
3
YES 0.5
YES 0.5
YES 0.5
YES 0.5
YES 1
0
NO 0
5
YES 3
YES 2
11
YES 8
YES 3
0
NA 0
NA 0
NA 0
4
YES 2.5
YES 1
NO 0
NO 0
1
YES 0.5
NO 0
YES 0.5
47 70.45%
NOT MET
1
5

Scores
0
1 Survey Script
5 na
6
7
8
9
10
TL Manager
Suganth Benny
Azeez Ahmed Benny

TL Name Azeez Ahmed CRM ID
Manager Benny Prod Date
DSL# (765) 453-2656 Status
Phrase for the

day NA
Tenure in
Issue Browser issue (AT & T / IE / Other) days
Monitoring

Technical Skills 52
TROUBLESHOOTING 20
7
6
5
customers issue(s)?
Customer Service Skills 35
OPENING SCRIPT 3
ACTIVE LISTENING 4
4
ASSURANCE/EMPATHY 5
0
procedures?
0
POSE / JUST ASK 4
CLOSING SCRIPT 1.5
Did the Agent rebrand the call? 0.5
Did the Agent use a Value statement at the end of the call? 0.5
Did the Agent provide their name during the call closing? 0.5
ZTP
AQS Score 87
Fatal Error Count
Issue : Customer wants to change the home page.
Solution : Changed the home page to AT&T yahoo.
Comments
Positives : Agent was energetic on call.
Agent apoloized and reassured promplty.
Agent did not verified Q&A before giving information about e-mail address.

Scores ISSUE Scores
1 Billing issue 1
2 Data transfer 2
3 informational 3
4 Interaction 5
Policy na
SAM/SOS 1
SP+ complaints 3
SP+ misdirects 5
Technical issue
FAST
YES Ritesh Gehani
MET
NOT MET Internal
SCORES External
5 na
1 Motivation
na na
Feedback
0 na
6
na
Survey
5
1
na
MET
Installation issues
Intermittent Sync
NCC Outage
No Sync
No trouble found
pop-up blocker
PPPoE Session Down
Resending Kit

AT & T Upgrades
Setting Homepage
Spyware issue
SST
Subaccount issue
Tech Dispatch
True Switch
Yahoo issues
Agent ZTP ZTP

Abhilash ShaBeing rude to the customer Did Agent yell, scream, use abra
Geetha Loga Disclosing role as an outsource service provider to a customer Did Agent intentionally disconne
Janaki Rani Disparaging remarks about AT & TIS Did Agent make disparaging rem
Jayalakshmi Flirting with the customer/other departments Did the Agent refuse to escalate
Kannan ChinnFraternization with customer/other departments Did the Agent place Member on
Kiran Babu. Intentional disconnection/ call transfer Did the Agent disclose their role
Mahadevan SPlacing a customer on hold until they hang up
Raghunath Y Refused to escalate to a supervisor Did Agent use vulgar, offensive,
Senthil Prab Used vulgar/abusive language Did Agent make inappropriate fra
Shangardevi Unauthorized release of confidential information
Shanu Raj
Sharmila Kalyana Subramanian
Singaravelu Vadivelu
Sobna Kadirvelu
Vinodh Muthu Krishnan
FEEDBACK FORM
Jayalakshmi Udhayakumar
40155288 AQS : 83.91%
jud2651
05-Oct-06
Resolved Q10 Knowledge of technical
support specialists
9
159299858
overall
9
NA

Scale Score Average

38 73%
0
NO 0
15
YES 5
NO 0
YES 7
YES 3
NO 0
12
YES 9
YES 3
11
YES 6
YES 5
35 100%
3
YES 0.5
YES 0.5
YES 0.5
YES 0.5
YES 1
4
YES 4
5
YES 3
YES 2
11
YES 8
YES 3
0
NA 0
NA 0
YES 4
7
YES 2.5
YES 1
YES 1
YES 2
2
YES 0.5
YES 0.5
YES 0.5
73 83.91%
NOT MET
1
2

Scores
0
1 Survey Script
5 na
6
7
8
9
10

TL Manager
Suganth Benny
Azeez Ahmed Benny

DSL# (281) 344-9742 Status
Phrase for the

day NA
Tenure in
Issue Unable to Send and Receive Email in Outlook or Outlook Express days
Monitoring

Technical Skills 31
TROUBLESHOOTING 20
7
6
5
customers issue(s)?
OPENING SCRIPT 3
ACTIVE LISTENING 4
4
ASSURANCE/EMPATHY 5
5
procedures?
0
POSE / JUST ASK 0
CLOSING SCRIPT 0
ZTP
AQS Score 65.5

Fatal Error Count
Issue : Customer is unabel to send/receive e-mails using client mail.
Solution : Transferred to onshore.
Comments
Agent did not follow hold precedure.
Agent didn’t close the case after finishing the call.
IVR is not pasted in notes tab.

Scores ISSUE Scores
1 Billing issue 1
2 Data transfer 2
3 informational 3
4 Interaction 5
Policy na
SAM/SOS 1
SP+ complaints 3
SP+ misdirects 5
Technical issue
FAST
YES Ritesh Gehani
MET
NOT MET Internal
SCORES External
5 na
1 Motivation
na na
Feedback
0 na
6
na
Survey
5
1
na
MET
Installation issues
Intermittent Sync
NCC Outage
No Sync
No trouble found
pop-up blocker
PPPoE Session Down
Resending Kit

AT & T Upgrades
Setting Homepage
Spyware issue
SST
Subaccount issue
Tech Dispatch
True Switch
Yahoo issues
Agent ZTP ZTP

Shanu Raj
Sobna Kadirvelu
FEEDBACK FORM
Kannan Chinna Kalai
40169429 AQS : 80.15%
kch1226
02-Mar-07
Onshore Q10 Knowledge of technical
support specialists
9
159298165
overall
9
NA

Scale Score Average

20 65%
0
NA 0
15
YES 5
NO 0
YES 7
YES 3
NO 0
0
NA 0
NA 0
5
NO 0
YES 5
33 94%
3
YES 0.5
YES 0.5
YES 0.5
YES 0.5
YES 1
4
YES 4
5
YES 3
YES 2
11
YES 8
YES 3
5
YES 5
NA 0
NA 0
5
YES 2.5
YES 1
YES 1
NO 0
0
NA 0
NA 0
NA 0
53 80.15%
NOT MET
1
3

Scores
0
1 Survey Script
5 na
6
7
8
9
10

TL Manager
Suganth Benny
Azeez Ahmed Benny

DSL# (708) 524-1374 Status
Phrase for the

day NA
Tenure in
Monitoring

Technical Skills 31
TROUBLESHOOTING 20
7
6
5
customers issue(s)?
OPENING SCRIPT 3
ACTIVE LISTENING 4
4
ASSURANCE/EMPATHY 5
5
procedures?
0
POSE / JUST ASK 0
CLOSING SCRIPT 0
ZTP
AQS Score 65.5

Fatal Error Count
Issue : Customer is unable to go online.
Solution : Escalated to ASI.
Comments
**good call**

Scores ISSUE Scores
1 Billing issue 1
2 Data transfer 2
3 informational 3
4 Interaction 5
Policy na
SAM/SOS 1
SP+ complaints 3
SP+ misdirects 5
Technical issue
FAST
YES Ritesh Gehani
MET
NOT MET Internal
SCORES External
5 na
1 Motivation
na na
Feedback
0 na
6
na
Survey
5
1
na
MET
Installation issues
Intermittent Sync
NCC Outage
No Sync
No trouble found
pop-up blocker
PPPoE Session Down
Resending Kit

AT & T Upgrades
Setting Homepage
Spyware issue
SST
Subaccount issue
Tech Dispatch
True Switch
Yahoo issues
Agent ZTP ZTP

Shanu Raj
Sobna Kadirvelu
FEEDBACK FORM
40173069 AQS : 95.42%
sva4232
30-Mar-07
Valid escalation - ASI Q10 Knowledge of technical
support specialists
9
159335577
overall
9
NA

Side-by-Side Technical Support Skills Score 90%
Scale Score Average

28 90%
0
NA 0
17
YES 5
YES 2
YES 7
YES 3
NO 0
0
NA 0
NA 0
11
YES 6
YES 5
35 100%
3
YES 0.5
YES 0.5
YES 0.5
YES 0.5
YES 1
4
YES 4
5
YES 3
YES 2
11
YES 8
YES 3
5
YES 5
NA 0
NA 0
7
YES 2.5
YES 1
YES 1
YES 2
0
NA 0
NA 0
NA 0
63 95.42%
MET
0
1

Scores
0
1 Survey Script
5 na
6
7
8
9
10

TL Manager
Suganth Benny
Azeez Ahmed Benny

Call - 1
Agent :
Date :
Feedback
Monitor Name
Call - 2
Agent :
Date :
Feedback
Monitor Name
Call - 3
Agent :
Date :
Feedback
Monitor Name
Call - 4
Agent :
Date :
Feedback
Monitor Name
Call - 5
Agent :
Date :
Feedback
Monitor Name
Call - 6
Agent :
Date :
Feedback
Monitor Name
Call - 7
Agent :
Date :
Feedback
Monitor Name
Call - 8
Agent :
Date :
Feedback
Monitor Name
Call - 9
Agent :
Date :
Feedback
Monitor Name
Call - 10
Agent :
Date :
Feedback
Monitor Name
Call - 1
Ramesh M Mahalingam Case ID:
4-Feb-08 Team Lead:
Agent did not explain the troubleshooting steps to the Member.
Agent sounded indecisive at times about troubleshooting steps taken.
Did not addressed the Member by name.
Agent did not document the error message which the customer was getting.
Anju Unnikrishnan Agent Signature
Call - 2
Santhoshkumar Ramachandran Case ID:
4-Feb-08 Team Lead:
Selected incorrect CTD codes(must not use CTD code -- ATMping 0%)
Agent did not inquire if the Member has SST enabled.
Long hold time beyond the time stated to the member
Agent did not inform the customer about the possible charges for ASI.
Incorrect Documentation (Agent did not check for EMI or dial tone but he has documented it)
Call - 3
Mohamed Sahadh Fazlur Rahman Case ID:
4-Feb-08 Team Lead:
Oppurtunities : Agent didn’t restate the issue.
Agent did not follow hold procedure.
Agent did not do MVP before giving account specific information.
Agent did not check with provisioning dept but he informed the customer that he did.
Agent did not use the value statement.
Call - 4
Jayalakshmi Udhayakumar Case ID:
4-Feb-08 Team Lead:
Agent did not verified Q&A before giving information about e-mail address.
Call - 5
Kannan Chinna Kalai Case ID:
4-Feb-08 Team Lead:
Agent did not follow hold precedure.
Agent didn’t close the case after finishing the call.
IVR is not pasted in notes tab.
Call - 6
Singaravelu Vadivelu Case ID:
4-Feb-08 Team Lead:
Call - 7
#REF! Case ID:
#REF! Team Lead:
#REF!
#REF! Agent Signature
Call - 8
#REF! Case ID:
#REF! Team Lead:
#REF!
Call - 9
#REF! Case ID:
#REF! Team Lead:
#REF!
Call - 10
#REF! Case ID:
#REF! Team Lead:
#REF!

159290672
Denver Lazaro
159293292
Denver Lazaro
159299625
Denver Lazaro
159299858
Azeez Ahmed
159298165
Azeez Ahmed
159335577
Azeez Ahmed
#REF!
#REF!
#REF!
#REF!
#REF!
#REF!
#REF!
#REF!
Employee Production
Agent Name TL name
ID Date
Damodharan Kannan Denver Lazaro 40171749 30-Mar-07
Jerry Cunnil Joseph Denver Lazaro 40144893 19-Nov-06
Kandhavelu Vachappa Denver Lazaro 40170744 11-Mar-07
Madhu Sudhanan Murukesan Denver Lazaro 40160128 8-Dec-06
Mohamed Sahadh Fazlur Rahman Denver Lazaro 40175344 1-Nov-06
Rajkumar mohandass Denver Lazaro 40160498 24-Nov-06
Ramesh M Mahalingam Denver Lazaro 40138623 27-Jan-06
Ranjeesh Rajan Denver Lazaro 40167194 20-Feb-07
Santhoshkumar Ramachandran Denver Lazaro 40140616 15-Feb-06
Shamil BasBhaskaran A.P Denver Lazaro 40154728 1-Nov-06
Sharmila Robert Denver Lazaro 40166092 23-Jan-07
Shrie Harie Denver Lazaro 40138136 6-Jan-06
Sudhakar Anthonysamy Denver Lazaro 40160656 1-Jan-07
Surya Ganesh Ramana Rao Denver Lazaro 40173131 4-Apr-07
Vijay Kumar Denver Lazaro 40139149 19-Jan-06
Employee Production
Agent Name TL name
ID Date
Abhilash Sharon Davala Azeez Ahmed 40163853 20-Dec-06
Geetha Loganathan Azeez Ahmed 40139067 8-Jan-06
Janaki Rani Nalli Jagga Rao Azeez Ahmed 40174769 11-May-07
Jayalakshmi Udhayakumar Azeez Ahmed 40155288 5-Oct-06
Kannan Chinna Kalai Azeez Ahmed 40169429 2-Mar-07
Kiran Babu.R Rapaka Azeez Ahmed 40169188 1-Mar-07
Mahadevan Subramanian Azeez Ahmed 40137565 27-Dec-05
Raghunath Yeleswarapu Azeez Ahmed 40178749 8-Jul-07
Senthil Prabhu Lakshmipathi Azeez Ahmed 40165101 20-Feb-07
Shangardevi Kaliaperumal Azeez Ahmed 40167475 8-Feb-07
Shanu Raj Azeez Ahmed 40160924 28-Dec-06
Sharmila Kalyana Subramanian Azeez Ahmed 40173987 18-Apr-07
Singaravelu Vadivelu Azeez Ahmed 40173069 30-Mar-07
Sobna Kadirvelu Azeez Ahmed 40173426 11-Apr-07
Vinodh Muthu Krishnan Azeez Ahmed 40170736 16-Mar-07
Employee Production
Agent Name TL name
ID Date
AVAYA
CRM ID TL
ID
dka9574 33125 Caleb Andrews
jjo3528 33031 Denver Lazaro
kva9812 33137 Kishore Gnanraj
mmu7052 33043 Maria Joseph Anand M
mfa8676 33096 Rajkumar Jayakumar
rmo8888 33047 Suganth
mra2769 33142 Madhan Devarajan
rra5417 33073
sra4048 33024
sbh3240 33036
sro7512 33069
ssw3285 33011
san9650 33049
sra8506 33089
vku2229 33016
AVAYA
CRM ID
ID
ada8507 33060
glo5985 33134
jna2617 33094
jud2651 33136
kch1226 33081
kra5493 33138
msu6968 33139
ykr5442 33155
sla3418 33128
ska4224 33143
sra3913 33144
ska1718 33145
sva4232 33146
ska8883 33147
vmu9855 33149
AVAYA
CRM ID
ID
Agent Quality Scoring (AQS) Model and Definitions Documen
Scoring Model
General Guidelines
For each line item, the agents will receive a “Yes”, “No”, or “N/A” score. In this document you will find the detailed guidelines f
This Scoring model emphasizes agent Troubleshooting skills as well as Soft Skills and details identifying Performance Alert ite
that may warrant agents being disqualified from working on the AT&T account.
Performance Alert Items

Performance Alert items are items that have been identified as items that have the importance where if the agent fails to "mee
allowed to score a passing overall score. Monitors should score these items without considering the affect on overall AQS.
· Followed Member Verification Procedures
· Resolved the Issue
· Managed Scope of Support
· Transferred Appropriately and to the Correct Destination
· Create a Case/Documentation
· Communicated Effectively
Zero Tolerance
Summary
During monitoring of support agents AT&T and/or 2Wire may encounter situations that are considered “Zero Tolerance”. There
Tolerance” (ZT). These are shown in the table below. This outlines how AT&T and 2Wire will handle the ZT process.
Zero Tolerance requirements:

Each ZT is considered serious and requires that 2Wire have the offending agent removed from the AT&T account. For each Z
the agent has been removed from working on the AT&T account, or show cause to why that hasn’t happened.
1. Agent used vulgar or abusive language. Offensive or abusive language and/or references to Race, Ethnicity, Religion, Gend
reference to someone's sexual orientation, Race, Gender, or Background.
2. Agent yelled or screamed at the Member, used rude, abrasive, sarcastic comments, or consistently interrupted the Member
3. Call avoidance: Agent intentionally disconnects the Member during the call. Transfers a call back into the Queue that he or
another department for them to do the troubleshooting. Gives inaccurate information or troubleshooting steps in order to releas
call from the queue.
4. Made disparaging remarks about AT&T Internet Services, its affiliates, and products or its competitors.
5. Agent refused to escalate to a supervisor at the Member's request.
6. Member "abandoned on hold": The agent places the member on hold with the intention of keeping them holding until such t
exceed five minutes.
7. Disclosing role as an outsource service provider to a Member.
8. Unauthorized release of confidential information. (This refers to the Member's information such as account information.)
9. Inappropriate fraternization with Members or other departments.
10. Flirting or making dates with Members or other department representatives. (This also includes exchanging personal e-ma
Followed Approved Opening Scripting:

Agents are required to use the appropriate greeting according to the queue they are staffing. Each queue group has its own re
that corresponds to the queue that they are staffing. Agents should avoid sounding scripted by not using phrases such as "Ac
should be verified/asked for at the outset of the call:
Scoring Model
Appropriate Brand
· Yes = Branded AT&T at the beginning of the call.
· No = Did not properly brand AT&T at the beginning of the call (such as saying SBC or ATT or slurring the name of the c
· N/A = Was unable to brand AT&T at the beginning of the call. (agent was interrupted by the member)
Identify Self (agent Name)
· Yes = Agent Identified themselves at the beginning of the call.
· No = Agent did not Identify themselves at the beginning of the call.
· N/A = Agent was unable to Identify self at the beginning of the call.
Request/Verify BTN or Member ID
· Yes = Agent obtained DSL or Billing Telephone Number at the beginning of the call.
· No = Agent did not obtain DSL or Billing Telephone Number at the beginning of the call.
· N/A = Agent unable to obtain DSL or Billing Telephone Number at the beginning of the call.
Request Name on Account
· Yes = Requested the customers name at the beginning of the call.
· No = Did not request the customers name at the beginning of the call.
· N/A = Caller provided their full name without being asked and it is exactly the same as the name on the account.
Identify Caller (Who the agent is talking with, not always the Account Holder)
· Yes = Agent identified the caller at the beginning of the call by first & last name
· No= Agent did not fully identify customer by first & last name or identify the customer at all at the beginning of the call
· N/A = Agent was unable to capture the callers full name at the beginning of the call.
Request/Verify Callback Number
· Yes= Agent verified a callback number at the beginning of the call.
· No = Agent did not verify a callback number at the beginning of the call.
· N/A = Agent was unable to obtain a callback number at the beginning of the call.
Actively Listened and Responded to all Customer Issues /Inquiries:

Agents should actively listen, address and respond to all issues or inquiries stated by the Member and ensure understanding b
the agent has accurately determined the customer's problem, the agent should provide a general re-statement of the issue or
Scoring Model
· Yes = Quickly and appropriately responding to the customer's description of the issue and demonstrating an understand
words and use of appropriate probing questions. Addressing all of the customer’s issues without the customer reminding the a
· No = Failing to actively listen as the customer explains the issue; asking customers to repeat vital information several tim
affecting FCR). The agent is reminded by the customer or issues are resolved in an inefficient manner.
· N/A
Expressed Assurance and Genuine Empathy:

Agents should assure the customer that they have reached the correct destination and someone willing and eager to address
that the agent shares ownership of how our customer feels. Agents should give reassurance statements when ever the custom
issue seriously. Be sensitive to the customer's thoughts and feelings.
Scoring Model
· Yes = Agent apologized for the customers problem using a genuine tone at the beginning of the call and assured them
· No = Agent does not state an apology, display empathy or assurance as appropriate during the call.
· N/A = If the call resulted in an immediate transfer or disconnect prior to the completion of the opening scripting
Followed Member Verification Procedures for Account Changes or Inquiries: (This is a Performance Alert Item)
Determine if the customer is asking for information that is account-specific or for password changes/resets, and follow all the s
accordingly for verifying customer identity for all regions, regardless of what transport (Dial or DSL) they have. Agents are requ
account that has the Q&A duo present as the form of Member Verification. The Q&A duo supersedes all other Member verific
give out the customer's account information / passwords.
Scoring Model
· Yes= Following proper verification procedures including the Q&A duo when present, according to AFSS/BOSS articles &
making any account changes and explaining to the customer why it is necessary.
· No = Not posing the Q&A duo question when present on the account as needed. Not verifying the caller correctly before
account. This includes giving hints to help the caller give the correct answers to any security questions.
· N/A = Transfer call or Information calls not requiring customer Information.
Probing Questions:
Agents are expected to ask all the probing questions sufficient to understand the root cause of the customer’s primary issue an
identify the customer's skill level through good probing questions.
Scoring Model
· Yes =Agent asked all of the questions necessary to understand the issue (including secondary issues) to troubleshoot t
issues.
· No = Agent did not ask all questions necessary to understand the situation being presented to them by the caller.
· N/A = Ghost call
Mapping out Troubleshooting:
Agents should explain the reasons for every action they take on the call as well as the actions that they ask the customer to ta
customer's response rate and reaction to initial troubleshooting questions. Agent should also adjust their explicit direction base
Scoring Model
· Yes = Agent explained all troubleshooting steps prior to or during troubleshooting remaining in pace with the customer b
customer's skill. Rephrasing instructions as needed.
· No = Missed opportunities where the agent could have rephrased instructions to help the customer understand. Pacing
troubleshooting steps to the customer.
· N/A = If the call resulted in an immediate transfer or disconnect and the agent didn't actually work the call.
Followed All Appropriate Troubleshooting Steps:

Agents must follow all appropriate articles listed on the AFSS/BOSS & Process flows prior to escalations and transfers to othe
Billing, etc.)
Scoring Model
· Yes= Proficiently troubleshooting the customer's issue (prioritizing multiple issues, if applicable,) following appropriate p
while educating the customer throughout the call.
· No = Troubleshooting the customer's issue, but not following the process flows and/or missing critical steps and/or troub
issues within scope of support, or following an inappropriate troubleshooting path for the customer's issue.
· N/A = No troubleshooting was required on this call.
Provided Complete and Accurate Information

Agents will need to determine what course of action is needed to best resolve the customer's inquiries or problems. Agents mu
customer at all times. Using all available resources and tools and correctly conveying the result to the customer. The procedur
ensure that agents are providing complete and accurate information which is key for driving first call resolution. Neglecting to d
impact the credibility of technical support as perceived by the customer.
Scoring Model
· Yes = Not providing any inaccurate or incomplete information to the customer and providing additional helpful informatio
· No= Providing any inaccuracies or failure to provide complete information that affects FCR.
· N/A = If the call results in the agent not needing to give the customer any information such as the customer has dialed i
Self Help:
Agents are expected to introduce self help options, including but not limited to SST, MFSS (AT&T Yahoo help support site) an
Scoring Model
· Yes = Agent inquires if customer is SST enabled. Agent introduces self help options to the customer when appropriate i
customer has experienced email issues.
· No= Agent did not inquire if the customer has SST enabled. Agent did not introduce self help options to the customer.
· N/A = Ghost calls and calls that are immediately transferred or escalated to another department.
Resolved the Issue: (This is a Performance Alert Item)
All customer inquiries or issues should have a resolution that is provided by the agent. Agents should use all available resourc
make every attempt within Scope of Support to resolve all customer issues.
Scoring Model
· Yes = Agent resolved all issues within their ability completely.
· No= Failing to resolve the issue or resolving incorrectly by giving a temporary or partial fix or by referring to the wrong so
· N/A = Issue could not be resolved within the agents ability.
Did the agent confirm issue resolution:

The agents are required to confirm resolution with the customer on every call; after all relevant troubleshooting steps have bee
guidelines.
Scoring Model
· Yes = Agent positively confirms with the customer that their issue(s) is resolved according to the AFSS/BOSS & Proces
resolution through sending a test email to the customer and verify that the customer received it, and having the customer send
are resolved.
· No= Agent may have resolved the customers issue but did not confirm with the customer that the issue is resolved.
· N/A = Ghost calls , calls where no troubleshooting is necessary and calls that are immediately transferred or escalated t
Create a Case / Documentation: (This is a Performance Alert item)
Agents must create a new case (and an interaction for agents using CRM) on each call as detailed in the procedures outlined
document everything that is discussed or done during the call including tools used, troubleshooting steps, test results, any esc
clear concise manner.
Scoring Model
· Yes = Clear, concise documentation: Documenting the case throughout the call, resulting in timely closing of the case. F
well as documenting "in detail" the customer issue(s), steps that resolved the issue(s), information used to educate the custom
response/resolution given to resolve them. All required fields are entered correctly and all tool results are documented in the p
· No = Generic documentation: The documentation is difficult to understand. When an agent takes over an existing case
fields. Furthermore, the agent documented in the description field rather than the Notes tab or the agent documented inconseq
the issue or resolution clearly. The agent left out pertinent information about the customer's issue and the resolution that may
The agent did not document any secondary issue or questions the customer expressed during the call. The agent did not prop
case or documenting key information incorrectly: Documenting that the issue was resolved and that the customer was connec
customer to Microsoft to resolve the issue). Not closing a case at the end of the call.
· N/A = Ghost Call. ** Except in the SE region.
Call Closure Codes:
Agents are required to input into their cases the correct Call Closure Codes in the problem information portion of the case. The
resolution of the Member’s issue utilizing the documented AFSS/BOSS guidelines.
Scoring Model
· Yes = Selecting exact Call Closure Codes that correctly match the issue resolution and outcome.
· No= Selecting inappropriate/incorrect codes or not creating a case as required.
· N/A = The opportunity did not present itself; No Case was required.
Transfer/ Escalation Process: (This is a Performance Alert Item)
In the event that a call needs to be escalated or directed to another department, it is the agent's responsibility to do so accordi
follow all guidelines on where and how to transfer the customer correctly. The agent also needs to be sure to follow additiona
escalate accordingly.
Note: In the event a call is escalated to ASI (Advanced Solutions Incorporated) or Tier2, agents are required to warm transfer
Scoring Model
· Yes= Escalating or directing the customer to the correct department according to all required AFSS/BOSS & Process flo
being directed and why.
· No= Agent failed to follow all of the guidelines for a proper transfer which are laid out in AFFS/BOSS process flow docu
explain to the caller where they were being directed or why they were being directed there.
· N/A = Call was not transferred.
Managed Scope of Support:

.
On every call where scope of support issues apply, agents must follow Scope of Support guidelines documented in the AFSS/
for issues outside their scope.
**All non-SE region Agents should use the approved script and offer Support+ to the Member**. This ensures agents only prov
AT&T Internet Services to support. It also limits liability and offers consistent support throughout all agents
Support+ is a fee based support option available via phone for computer technical support for issues or problems that involve
that are used in conjunction with AT&T Yahoo! Dial or AT&T Yahoo! High Speed Internet service. Support+ eliminates the nee
multiple manufacturers.
Scoring Model
· Yes = Stays within scope of support. ** For all non-SE region agents **If out of scope, the following items should be cov
issues. 2.) If Support+ is declined uses rebuttal script in the Agent Knowledge Database – this is a verbatim script 3.) Offers co
answer questions correctly (if applicable.)
· No = Troubleshoots outside of the product's scope of support and does not offer Support+ and OEM contact information
· N/A = No obvious opportunities for the agent to troubleshoot out of scope.
POSE / Just ASK Scripting: (This is a Performance Alert Item)

All agents except those in the SE region are required to cover the POSE script on all calls except transfers and out of scope is
issues. Read the POSE script in its entirety. Agents are encouraged to personalize the POSE script to avoid sounding scripted
procedures before they close the call.
Scoring Model
· Yes = Covering the POSE script while personalizing and sounding natural.
· No = Not using the POSE script when required, hinting at favorable scoring or leaving out key elements. Using POSE sc
· N/A = If the call resulted in a transfer, immediate call back. Out of Scope issue(s). In situations where the customer state
hear it again or where the customer may become angry by the agent continuing with the script
Exhibited Call Control
Agents should control the direction of the call by controlling the responses of the customer. Ask open-ended questions that req
the Member on what to do instead of asking. If/when the customer begins moving in a different direction, the agent should add
by the agent is the next logical step. The agent should never respond to general conversation in a rude or discourteous manne
and then re-direct the call toward resolving the issue.
Scoring Model
· Yes = Agent and customer work together as partners to resolve the issue. Agent was able to regain control of the call w
Providing clear and concise instructions for the customer to easily follow throughout troubleshooting.
· No = The customer controlling parts of the call, and agent not regaining control of the call. Agent discussing topics unre
troubleshooting should be taking place), or allowing the member to control the troubleshooting.
Displayed Confidence and Expressed Ownership

Agents should always convey confidence and own the issue to resolution. Agents should speak confidently and guide the Mem
steps. When an agent reaches their support boundary or needs assistance, they need to assure the customer that they will di
customers detect a lack of confidence in the agent’s voice or in the way we execute troubleshooting decisions, they will remain
troubleshooting steps throughout the call to gain our customer's confidence and to help them understand the root cause of the
Scoring Model
· Yes = Agent uses appropriate ownership statement(s) and a confident tone of speech. Anticipates and diffuses possible
conveying a sense of confidence throughout the process about the steps taken to resolve the issue(s) and educates the custo
resolve the Member’s issue.
· No = Sounds indecisive at times about troubleshooting steps taken, the next step to resolve the customer's issue(s), or
confidence but lacking ownership. No effort to overcome Member's objections.
Managed Hold Time Appropriately / No Inappropriate Dead Air

Throughout the call there should be no extended periods of dead air (No more than 7 seconds) and hold time should be kept t
agent should ask permission to put the customer on hold. Hold time should also be minimized. Putting the customer on hold to
tools should be kept to a bare minimum. The agent should engage in conversation with the customer and educate them on wh
Dead Air. Hold time is acceptable if engaging a supervisor for advice or if there is a need for the agent to leave the workstation
inform the Member how long the expected hold time should last and should check back with the customer periodically (every 2
issue.
Scoring Model
· Yes = No unnecessary hold time and very limited dead air. Possible instances of dead air are filled with education for th
necessary, agents should ask for the customer's permission to put them on hold. Agents inform them of the reason they will be
hold according to AFSS/BOSS & Process flow guidelines. All other hold procedures must also be followed (including warm tra
· No = Long hold times (beyond the time stated to the customer or silences during the call. Agent does not ask customer'
· N/A = Ghost calls
Communicated Effectively: (This is a Performance Alert Item)

Agents need to avoid using jargon, technical terms, slang, and idiomatic expressions. Maintain a rate of speech that allows yo
clearly using correct English or Spanish. Slow down, use a simpler vocabulary to ensure customer understanding. Focus on
Pronounce words clearly with the emotion necessary to convey your meaning. Use inclusive and easily understood language.
your subject followed by what you want our Member to do or understand.
Scoring Model
· Yes = Correct use of the English/Spanish language, including the ability to pick up on nuances in the customer's words
partnership during the call with no awkward moments. No instances of improper grammar used, and education to the custome
terms that were used outside the customer's knowledge level were addressed and explained. Clear and concise instructions p
· No = Use of technical jargon, improper grammar, poor cadence, and/or incorrect pronunciation (such as referring to the
asking the agent to repeat himself. Poor understanding and/or use of the English/Spanish language causing a breakdown in c
skills, resulting in the agent asking the customer to repeat himself.
Demonstrated Courtesy using an Enthusiastic Tone

Agents should actively listen to the Member, don't interrupt, and use a pleasant, enthusiastic tone. Be professional even if our
customer specifically asks to be called by their fist name. Be attentive, gracious, and polite. Use courtesy phrases such as, “Pl
working order. Never use profanity. Avoid rude behaviors such as heavy breathing, eating, gum chewing, side conversations,
could be deemed offensive.
Scoring Model
· Yes= Demonstrating courteous behavior throughout the entire call, using an enthusiastic tone as well as courtesy phras
of each Member and each call. Addressing our Members by name and making them feel cared for throughout the call.
· No = Making any impolite and discourteous comments. Not addressing the customer by name at least once during the c
Followed Approved Closing

Leave the customer with a positive last impression and to make the customer feel like a valued customer. Each queue group h
closing that corresponds to the queue you are staffing.
Scoring Model (Closing Script)

Re-Brand the Call
· Yes = Branded AT&T at the end of the call
· No = Did not properly brand AT&T at the end of the call (such as saying SBC or ATT or slurring the name of the compan
· N/A = Was unable to brand AT&T at the end of the call
Value Statement
· Yes = Agent applied Value Statement to the end of the call
· No = Agent Did Not apply Value Statement to the end of the call
· N/A = Agent Unable to Apply Value Statement to the end of the call
Give Name in Closing
· Yes = Agent gave His or Her Name at the end of the call
· No = Agent did not give His or Her Name at the end of the call
· N/A = Agent unable to give His or Her Name at the end of the call

AQS Scoring Form 1.1 and Definitions

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AQS Scoring Form 1.1 and Definitions

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Monitor Problem Type Status

Anju Unnikrishnan Can't connect Valid escalation - ASI

Anju Unnikrishnan Can't connect Valid escalation - ASI

Anju Unnikrishnan Can't connect Resolved

Anju Unnikrishnan Browser issue (AT & T / IE / Other) Resolved

Case TYPE Monitoring type Date Agent Name TL Case id

Technical issue Remote 4-Feb-08 Ramesh M Mahalingam Denver Lazaro 159290672

Technical issue Remote 4-Feb-08 Santhoshkumar Ramachandran Denver Lazaro 159293292

Technical issue Remote 4-Feb-08 Santhoshkumar Ramachandran Denver Lazaro 159293292

Technical issue Remote 4-Feb-08 Jayalakshmi Udhayakumar Azeez Ahmed 159299858

Q15 Technical support overall

Did the Agent follow all of the required verification and

Did the Agent create a case or trouble ticket according to

Process flows and AFSS/BOSS guidelines?

the root cause of the customers issue(s)?

Customer Service Skills

Did the Agent appropriately brand the call?

Did the Agent identify themselves to the customer?

3 YES YES YES

30 Did the Agent transfer the call to correct department and

MANAGED SCOPE OF SUPPORT

Did the Agent stay within their Scope of Support

guidelines? And did the non-Southeast region agent offer

Support + according to AFSS guidelines?

POSE / JUST ASK

CALL HANDLING SKILLS

Did the Agent maintain control during the call?

Did the Agent display confidence throughout the call?

Did the Agent express ownership of Member's issue?

Was hold time and dead air kept to a minimum?

YES YES YES NA

YES YES YES YES

Fatal Error Accuracy

Fatal Error Count

CTI lite usage

Valid escalation - STS NA 0 NA

Unique ID # 505169003326167 SST Usage

Call duration 00:23:55 CTI lite usage

Phrase for the

S.No Parameter Weights

AQS Score 65.5

Issue : Customer is unable to send e-mails.

Solution : Escalated to STS.

Comments Positives : Agent apoloized and reassured promplty.

Resetting Password for Primary account / Sub account

Agent ZTP ZTP

AQS Legend Performance Alert Score 100%

Scale Score Average

IVR interaction not pasted in Initial interaction

gs up? Hold time must exceed five (5) minutes.

ntation, Race, Gender, or Background?

Unique ID # 505169003326242 SST Usage

Call duration 00:22:36 CTI lite usage

Phrase for the

S.No Parameter Weights

AQS Score 65.5

Issue : Customer is unable to go online.

Solution : Escalated to ASI.

Positives : Agent apoloized and reassured promplty.

Resetting Password for Primary account / Sub account

Agent ZTP ZTP

AQS Legend Performance Alert Score 68%

Scale Score Average