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["[OPPO] Chat Monitoring Score Sheet"]
[]
["Parameter","Sub-Parameter","Points","Remark","Scored","Y","N",null,"Chat Details"]
["Opening","Product Re-confirmation",3,null,{"$f":"IF(D4=\"Yes\",100/(SUM($F$4:$F$25)+SUM($G$4:$G$25))*C4,0)","v":0},{"$f":"IF(D4=\"Yes\",C4,\"0\")","v":"0"},{"$f":"IF(D4=\"No\",C4,\"0\")","v":"0"},null,"Chat No."]
["Paraphrasing","Appropriate Paraphrasing / Acknowledgement",5,null,{"$f":"IF(D5=\"Yes\",100/(SUM($F$4:$F$25)+SUM($G$4:$G$25))*C5,0)","v":0},"0","0",null,"Audit Date"]
["Hold Process","Hold Procedure",3,null,0,"0","0",null,"Audited By"]
[null,"Hold Time Management",6,null,0,"0","0",null,"Country Code"]
["Resolution","Probing",6,null,0,"0","0",null,"Agent Name"]
[null,"Completeness of Solution / Troubleshooting",10,null,0,"0","0",null,"Chat Date"]
[null,"Accuracy of Solution / Troubleshooting",5,null,0,"0","0",null,"Chat Time"]
[null,"Backup Reminders",5,null,0,"0","0",null,"Language"]
[null,"Escalation Process or  Call Back / Email Back Procedure Followed ",5,null,0,"0","0",null,"Case ID"]
["Closing","Offer Assistance",3,null,0,"0","0",null,"Customer Name"]
[null,"Closing Standard (with Survey Spiel)",5,null,0,"0","0",null,"Phone Model"]
["Communication Skills","Empathy / Apology",5,null,0,"0","0",null,"Chat Driver"]
[null,"Personalization",4,null,0,"0","0"]
[null,"Active Response",5,null,0,"0","0"]
[null,"Spelling",3,null,0,"0","0"]
[null,"Grammatical Sentence Construction / Appropriate Words",3,null,0,"0","0"]
[null,"Chat Control",5,null,0,"0","0"]
[null,"Zero Tolerance",5,null,0,"0","0"]
["Documentation","Customer / Product Information",3,null,0,"0","0"]
[null,"Appropriate Tally Categorization",3,null,0,"0","0"]
[null,"Completeness / Accuracy of Documentation",3,null,0,"0","0"]
[null,"Case Creation",5,null,0,"0","0"]
["OPPO\nCore Values","Reflection of OPPO Core Values (WOW Factor)",4,null,{"$f":"IF(D26=\"Yes\",C26,0)","v":0},{"$f":"IF(D26=\"Yes\",C26,\"0\")","v":"0"},{"$f":"IF(D26=\"No\",C26,\"0\")","v":"0"}]
[null,null,{"$f":"SUM(C4:C25)","v":100},"%Score",{"$f":"IF(COUNTIF(D10:D12,\"No\")+COUNTIF(D14,\"No\")+COUNTIF(D21,\"No\")+COUNTIF(D25,\"No\")>0,0,SUM(E4:E25))/100","v":0}]
[null,null,{"$f":"C26","v":4},"Bonus",{"$f":"IF(COUNTIF(D10:D12,\"No\")+COUNTIF(D14,\"No\")+COUNTIF(D21,\"No\")+COUNTIF(D25,\"No\")>0,0,SUM(E26))/100","v":0}]
[null,null,null,"Final %Score",{"$f":"SUM(E27:E28)","v":0}]
[]
[null,"Chat Observation"]

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["Helper","Call No.","Audit Date","Audited By","Country Code","Agent Name","Chat Date","Chat Time","Language","Case ID","Customer Name","Phone Model","Chat Driver","Chat Observation","Customer Profiling","Appropriate Paraphrasing / Acknowledgement","Hold Procedure","Hold Time Management","Probing","Completeness of Solution / Troubleshooting","Accuracy of Solution / Troubleshooting","Backup Reminders","Escalation Process or  Call Back / Email Back Procedure Followed ","Offer Assistance","Closing Standard (with Survey Spiel)","Empathy / Apology","Personalization","Active Response","Spelling","Grammatical Sentence Construction / Appropriate Words","Chat Control","Zero Tolerance","Customer / Product Information","Appropriate Tally Categorization","Completeness / Accuracy of Documentation","Case Creation","Reflection of OPPO Core Values (WOW Factor)","%Score","Bonus","Final %Score"]
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["[OPPO] Chat Monitoring Standards Definition Document"]
[]
["Parameter","Sub-Parameter","Definition","Weightage","FATAL/Non-Fatal","Possible Values","CTQ/CTP"]
["Opening","Product Re-confirmation","Did agent re-confirm on the phone model updated in the system.\n* Agent should ask appropriate confirmation question. Eg. \"Is your phone model xxx?\" rather than \"May I have the phone model?\" as customer has already input the information into the system.",3,"Non-Fatal","Yes/No","CTP"]
["Paraphrasing","Appropriate Paraphrasing / Acknowledgement","Did the agent identify and paraphrase completely on customer's concern to display the understanding of the issue.\n* Repeating after customer's concern with exact word is considered inappropriate paraphrasing.",5,"Non-Fatal","Yes/No","CTQ"]
["Hold Process","Hold Procedure","Did the agent adhere to the Hold procedure:\n- Took customer's consent before placing customer on hold.\n- Gave the reason for placing customer on hold.\n- Set expectation on hold duration.\n- Thanked customer for holding upon getting back to the line.",3,"Non-Fatal","Yes/No/NA","CTP"]
[null,"Hold Time Management","Did the agent get back to the customer within 1 min of hold time (if expectation was not set).\nDid the agent avoid putting the customer on hold unnecessarily.",6,"Non-Fatal","Yes/No/NA","CTP"]
["Resolution","Probing","Did the agent ask necessary/relevant question(s) which will lead to solving customer's concern & provided reason for the probing questions asked.",6,"Non-Fatal","Yes/No/NA","CTP"]
[null,"Completeness of Solution / Troubleshooting","Did the agent attempt to provide the best possible alternatives/resolution steps that could either lead to resolution or completely resolve  the customer specfic issue.",10,"Non-Fatal","Yes/No","CTP"]
[null,"Accuracy of Solution / Troubleshooting","Did the agent provide the correct resolution to the customers concern.",5,"FATAL","Yes/No","CTP"]
[null,"Backup Reminders","Did the agent remind/provide backup help before advising customer for repair service.",5,"FATAL","Yes/No/NA","CTP"]
[null,"Escalation Process or  Call Back / Email Back Procedure Followed ","Did agent followed proper escalation procedure (Technical, repair & complaint). Case was escalated within 30 mins when necessary.\nDid the agent perform call back / email back as promised.\nDid the agent perform call back right after the call got disconnected.",5,"FATAL","Yes/No/NA","CTP"]
["Closing","Offer Assistance","Did the agent offer further assistance/leave the door open before the ending the chat.",3,"Non-Fatal","Yes/No","CTQ"]
[null,"Closing Standard (with Survey Spiel)","Did the agent adhered to the closing standard by offerring survey invitation script before ending the chat.\n\"Thank you for your support on OPPO. If you have a bit of time, feel free to take part our Consumer Survey to let us know how we can improve our services and products for our users and if we managed to help you out today. Have a nice day!\"",5,"FATAL","Yes/No","CTP"]
["Communication Skills","Empathy / Apology","Did the agent display appropriate empathy/apology on customer's experience with the product/service.",5,"Non-Fatal","Yes/No/NA","CTQ"]
[null,"Personalization","Did the agent address the customer by name at least twice during the call.",4,"Non-Fatal","Yes/No","CTQ"]
[null,"Active Response","Did the agent attentive to the chat and avoided asking customer to repeat information.\nDid the agent respond to the customer's message within 30s.",5,"Non-Fatal","Yes/No","CTQ"]
[null,"Spelling","Chat was responded with correct spelling, a maximum of 5 spelling errors can be allowed.\nIn case of any typo made by the agent, agent should retype the word with correct spelling by using (*). Eg. *xxx.",3,"Non-Fatal","Yes/No","CTQ"]
[null,"Grammatical Sentence Construction / Appropriate Words","Did the agent display professionalism in language proficiency and refrained from use of jargon or slang during the chat.\nThe chat message is composed with the correct sentence construct and should be grammatically correct.\nAll OPPO related brand names and technical terms should follow the correct case as per the OPPO website.",3,"Non-Fatal","Yes/No","CTQ"]
[null,"Chat Control","Did the agent display the ability to steer the conversation to the resolution in the most direct way possible.",5,"Non-Fatal","Yes/No","CTQ"]
[null,"Zero Tolerance","The agent did not display any inappropriate behaviors as below:\n- Rude and unprofessional in their demeanor.\n- Responded impolitely when the customer uses profanity (curse/vulgar words).\n- Criticized the company or agree to the negative statement by the customer towards the company.\n- Closed the chat without following proper and professional procedure.",5,"FATAL","Yes/No","CTQ"]
["Documentation","Customer / Product Information","The agent had updated customer & product details as verified correctly & completely in Salesforce.",3,"Non-Fatal","Yes/No","CTP"]
[null,"Appropriate Tally Categorization","Did the agent use the right Tally classification closest to the the actual customer issue and there is no additional irrelevant Tally selected. In case the customer has multiple enquires, then each query should have the tally set chosen in Salesforce.",3,"Non-Fatal","Yes/No","CTP"]
[null,"Completeness / Accuracy of Documentation","Did the agent save correct & complete call documentation following the Question of Customer & Answer of CSR.\nDid the agent provide complete documentation of call details on Answer of CSR prior to escalation or endorsement to supervisor, senior agent or engineer.",3,"Non-Fatal","Yes/No","CTP"]
[null,"Case Creation","Did the agent create and document the chat in Salesforce.",5,"FATAL","Yes/No","CTP"]
["OPPO\nCore Values","Reflection of OPPO Core Values (WOW Factor)","BONUS Parameter : This is applicable when the score is 100%.\nIf there was an opportunity to showcase any of the OPPO values (BenFen; User Oriented; Striving for Perfection & Result Oriented) and agent has composed the response with exceptional words and phrases that reflect the values.",4,"BONUS","Yes/No","CTQ"]

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["Country","MY","SG","AU","PH","NZ","EN",null,"Option",null,null,"Call Details"]
["MY","Balamukesh Mohana","Balamukesh Mohana","Ana Marie L. Areja","Ana Marie L. Areja","Ana Marie L. Areja",null,null,"Yes","Yes",null,"Chat 1","English","Complaint - Others"]
["SG","Bhuvaneswari Sanmugam","Bhuvaneswari Sanmugam","Angelica Bonajos Germono","Angelica Bonajos Germono","Angelica Bonajos Germono",null,null,"No","No",null,"Chat 2","Malay","Complaint - Service Center/Concept Store/Dealer"]
["AU","Iswan Imran Ismail","Iswan Imran Ismail","Charo N. Castillo","Charo N. Castillo","Charo N. Castillo",null,null,"N/A",null,null,"Chat 3","Mandarin","Inquiry - After Sale Service Center"]
["PH","Kavina Kalaimani","Kavina Kalaimani","Elaine Turla Supan","Elaine Turla Supan","Elaine Turla Supan",null,null,null,null,null,"Chat 4","Tagalog","Inquiry - Built-In Apps"]
["NZ","Lim Chee Jian","Lim Chee Jian","Jennifer Cabangal Almaden","Jennifer Cabangal Almaden","Jennifer Cabangal Almaden",null,null,null,null,null,"Chat 5",null,"Inquiry - E-Warranty"]
["EN","Mohammed Sufian Mohammed Salim","Mohammed Sufian Mohammed Salim","Marifel Suarez San Pedro","Marifel Suarez San Pedro","Marifel Suarez San Pedro",null,null,null,null,null,"Chat 6",null,"Inquiry - Forgot Password"]
[null,"Wan Zulaiqa Sazali","Wan Zulaiqa Sazali","Mary Jane Almonte Salcedo","Mary Jane Almonte Salcedo","Mary Jane Almonte Salcedo",null,null,null,null,null,"Chat 7",null,"Inquiry - Lost Phone"]
[null,"Yii Sui Ying","Yii Sui Ying","Mira Lyn E. Gregorio","Mira Lyn E. Gregorio","Mira Lyn E. Gregorio",null,null,null,null,null,"Chat 8",null,"Inquiry - OPPO Accessory"]
[null,null,null,"Myrlyn Crucillo Durias","Myrlyn Crucillo Durias","Myrlyn Crucillo Durias",null,null,null,null,null,null,null,"Inquiry - OPPO Care Entitlement"]
[null,null,null,"Sarah Jane Majid Sakaluran","Sarah Jane Majid Sakaluran","Sarah Jane Majid Sakaluran",null,null,null,null,null,null,null,"Inquiry - OPPO Care Pre-Sale"]
[null,null,null,"Sheila Mae Romeo Ingente","Sheila Mae Romeo Ingente","Sheila Mae Romeo Ingente",null,null,null,null,null,null,null,"Inquiry - OPPO Official Website"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Inquiry - OPPO Phone Specifications"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Inquiry - Out of Warranty Scope"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Inquiry - Phone System/Settings"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Inquiry - Phone/Accessory Purchase"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Inquiry - Repair Price"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Inquiry - Repair Status"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Inquiry - Spare Part Availability"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Inquiry - Third Party Apps"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Inquiry - Warranty Scope"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Malfunction - Battery/Charging"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Malfunction - Built-In Software"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Malfunction - Camera"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Malfunction - Keypad"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Malfunction - Phone Hot"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Malfunction - Power On/Off (Auto Reboot/Freeze/Not Able to Power On/Off)"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Malfunction - Signal (No Signal/No Internet/No Service)"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Malfunction - Stuck/Stop Abnormally or System Halt/Reboot"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Malfunction - Third Party Software"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Malfunction - Touch/Gesture"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Malfunction - WiFi/Bluetooth/NFC"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Other - Adverstisement/Sponsorship/Partnership"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Other - Non-OPPO Inquiry"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Other - OPPO Inquiry"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Other - Prank/Blank Call"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Other - Suggestion/Compliment"]
[null,null,null,null,null,null,null,null,null,null,null,null,null,"Other - Technical Support & Troubleshooting"]