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["[OPPO] Email Monitoring Score Sheet"]
[]
["Parameter","Sub-Parameter","Points","Remark","Scored","Y","N",null,"Call Details"]
["Opening","Salutation",6,null,{"$f":"IF(D4=\"Yes\",100/(SUM($F$4:$F$21)+SUM($G$4:$G$21))*C4,0)","v":0},{"$f":"IF(D4=\"Yes\",C4,\"0\")","v":"0"},{"$f":"IF(D4=\"No\",C4,\"0\")","v":"0"},null,"Email No."]
[null,"Welcome Statement",6,null,{"$f":"IF(D5=\"Yes\",100/(SUM($F$4:$F$21)+SUM($G$4:$G$21))*C5,0)","v":0},{"$f":"IF(D5=\"Yes\",C5,\"0\")","v":"0"},{"$f":"IF(D5=\"No\",C5,\"0\")","v":"0"},null,"Audit Date"]
["Paraphrasing","Appropriate Paraphrasing / Acknowledgement",6,null,0,"0","0",null,"Audited By"]
["Resolution","Check for Case / Customer History",4,null,0,"0","0",null,"Country Code"]
[null,"Probing ",7,null,0,"0","0",null,"Agent Name"]
[null,"Completeness of Solution / Troubleshooting",8,null,0,"0","0",null,"Email Date"]
[null,"Accuracy of Solution / Troubleshooting",6,null,0,"0","0",null,"Email Address"]
[null,"All Queries / Information requests / or Complaints Addressed",6,null,0,"0","0",null,"Language"]
[null,"Appropriate Email Handling",6,null,0,"0","0",null,"Case ID"]
[null,"Escalation Process Followed",2,null,0,"0","0",null,"Customer Name"]
["Closing","Website Self-Service Script",6,null,0,"0","0",null,"Phone Model"]
[null,"Email Signature",6,null,0,"0","0",null,"Call Driver"]
["Email Etiquettes","Empathy / Apology",3,null,0,"0","0"]
[null,"Spelling",7,null,0,"0","0"]
[null,"Punctuation / Grammatical Sentence Construction",7,null,0,"0","0"]
["Documentation","Customer / Product Information",6,null,0,"0","0"]
[null,"Appropriate Tally Categorization",6,null,0,"0","0"]
[null,"Summary of Email Content with Translation (only for Non-English Email)",2,null,0,"0","0"]
["OPPO\nCore Values","Reflection of OPPO Core Values (WOW Factor)",4,null,{"$f":"IF(D22=\"Yes\",C22,0)","v":0}]
[null,null,{"$f":"SUM(C4:C21)","v":100},"%Score",{"$f":"IF(COUNTIF(D10:D12,\"No\")>0,0,SUM(E4:E21))/100","v":0}]
[null,null,{"$f":"C22","v":4},"Bonus",{"$f":"IF(COUNTIF(D10:D12,\"No\")>0,0,SUM(E22))/100","v":0}]
[null,null,null,"Final %Score",{"$f":"SUM(E23:E24)","v":0}]
[]
[null,"Email Observation"]

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["Helper","Email No.","Audit Date","Audited By","Country Code","Agent Name","Email Date","Email Address","Language","Case ID","Customer Name","Phone Model","Call Driver","Email Observation","Salutation","Welcome Statement","Appropriate Paraphrasing / Acknowledgement","Check for Case / Customer History","Probing ","Completeness of Solution / Troubleshooting","Accuracy of Solution / Troubleshooting","All Queries / Information requests / or Complaints Addressed","Appropriate Email Handling","Escalation Process Followed","Website Self-Service Script","Email Signature","Empathy / Apology","Spelling","Punctuation / Grammatical Sentence Construction","Customer / Product Information","Appropriate Tally Categorization","Summary of Email Content with Translation (only for Non-English Email)","Reflection of OPPO Core Values (WOW Factor)","%Score","Bonus","Final %Score"]
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{"sheet":"Legend","index":2,"n_rows":22,"n_cols":7,"rows_kept":22,"cut":false,"hidden":false,"merged":[[15,0,17,0],[18,0,20,0],[3,0,4,0],[6,0,12,0],[13,0,14,0]]}
["[OPPO] Email Monitoring Standards Definition Document"]
[]
["Parameter","Sub-Parameter","Definition","Points","FATAL/Non-Fatal","Possible Values","CTQ/CTP"]
["Opening","Salutation","The agent had used the correct salutation based on the customer name either in the customer's email signature or based on the name in email sender.\nFor first reply:\n- First, follow the customer's Name stated in signature; if there is none, use the Name from email Sender:\n\"Dear < First Name>,\"\n- If there is no Name in signature/from email Sender AND no valid Name in Email Address:\n\"Dear Valued Customer,\"",6,"Non-Fatal","Yes/No","CTQ"]
[null,"Welcome Statement ","The agent had used the verbatim text for welcome statement.\nFor first reply:\n\"Thank you for contacting OPPO.\"\nFor follow up reply:\n\"We appreciate your reply.\" OR \"We appreciate the information provided.\"",6,"Non-Fatal","Yes/No","CTQ"]
["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.",6,"Non-Fatal","Yes/No","CTQ"]
["Resolution","Check for Case / Customer History","Did the agent check the case history and documentation and avoided asking information which previously provided by customer or available in Salesforce.",4,"Non-Fatal","Yes/No/NA","CTP"]
[null,"Probing ","For any vague/unclear enquiry, ask necessary/relevant question(s) which will lead to solving customer's concern & provided reason for the probing questions asked.",7,"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.",8,"Non-Fatal","Yes/No","CTP"]
[null,"All Queries / Information requests / or Complaints Addressed","Did the agent address and respond to all the queries of the customer. Missing to respond to any issue, will lead to a miss on this parameter.",6,"FATAL","Yes/No","CTP"]
[null,"Accuracy of Solution / Troubleshooting","Did the agent provide the correct resolution to the customers concern.",6,"FATAL","Yes/No","CTP"]
[null,"Appropriate Email Handling","No valid email tagged under SPAM.\nOnly duplicate email can be tagged under SPAM (eg. 2 same emails received, reply only to 1 of the email and tagged the other as SPAM with remarks.",6,"FATAL","Yes/No","CTP"]
[null,"Escalation Process Followed","Did agent followed proper escalation procedure (Technical, repair & complaint). Case was escalated within 30 mins when necessary.",2,"Non-Fatal","Yes/No/NA","CTQ"]
["Closing","Website Self-Service Script","The agent has adhered to the promotion of website self-service script verbatim:\n\"Should there be any assistance required in the future, please visit our website: www.oppo.com, and click on Support to explore more fast & convenient instructions anytime.\"",6,"Non-Fatal","Yes/No","CTQ"]
[null,"Email Signature","The agent has adhered to the standard email signature for respective regions as updated in knowledge base (PULSE).",6,"Non-Fatal","Yes/No","CTQ"]
["Email Etiquettes","Empathy / Apology","The agent has used the right phrases for empathy/apology whenever appropriate and applicable. ",3,"Non-Fatal","Yes/No/NA","CTQ"]
[null,"Spelling","Email was replied with correct spelling, a maximum of 2 spelling error can be allowed, provided the error(s) does not change the meaning of the whole word/sentence.",7,"Non-Fatal","Yes/No","CTQ"]
[null,"Punctuation / Grammatical Sentence Construction","The email is composed with the correct sentence construct and should be grammatically correct.\nNo shortforms to be used, all OPPO related brand names and technical terms should follow the correct case as per the OPPO website.",7,"Non-Fatal","Yes/No","CTQ"]
["Documentation","Customer / Product Information","The agent had captured customer & product details correctly & completely in Salesforce.",6,"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.",6,"Non-Fatal","Yes/No","CTP"]
[null,"Summary of Email Content with Translation (only for Non-English Email)","Did the agent translate the key issue statement in English and update in Salesforce for Non-English email.",2,"Non-Fatal","Yes/No/NA","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","Ana Marie L. Areja",null,"Yes","Yes",null,"Email 1","English","Complaint - Others"]
["SG","Bhuvaneswari Sanmugam","Bhuvaneswari Sanmugam","Angelica Bonajos Germono","Angelica Bonajos Germono","Angelica Bonajos Germono","Angelica Bonajos Germono",null,"No","No",null,"Email 2","Malay","Complaint - Service Center/Concept Store/Dealer"]
["AU","Iswan Imran Ismail","Iswan Imran Ismail","Charo N. Castillo","Charo N. Castillo","Charo N. Castillo","Charo N. Castillo",null,"N/A",null,null,"Email 3","Mandarin","Inquiry - After Sale Service Center"]
["PH","Kavina Kalaimani","Kavina Kalaimani","Elaine Turla Supan","Elaine Turla Supan","Elaine Turla Supan","Elaine Turla Supan",null,null,null,null,"Email 4","Tagalog","Inquiry - Built-In Apps"]
["NZ","Lim Chee Jian","Lim Chee Jian","Jennifer Cabangal Almaden","Jennifer Cabangal Almaden","Jennifer Cabangal Almaden","Jennifer Cabangal Almaden",null,null,null,null,"Email 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","Marifel Suarez San Pedro",null,null,null,null,"Email 6",null,"Inquiry - Forgot Password"]
[null,"Wan Zulaiqa Sazali","Wan Zulaiqa Sazali","Mary Jane Almonte Salcedo","Mary Jane Almonte Salcedo","Mary Jane Almonte Salcedo","Mary Jane Almonte Salcedo",null,null,null,null,"Email 7",null,"Inquiry - Lost Phone"]
[null,"Yii Sui Ying","Yii Sui Ying","Mira Lyn E. Gregorio","Mira Lyn E. Gregorio","Mira Lyn E. Gregorio","Mira Lyn E. Gregorio",null,null,null,null,"Email 8",null,"Inquiry - OPPO Accessory"]
[null,null,null,"Myrlyn Crucillo Durias","Myrlyn Crucillo Durias","Myrlyn Crucillo Durias","Myrlyn Crucillo Durias",null,null,null,null,"Email 9",null,"Inquiry - OPPO Care Entitlement"]
[null,null,null,"Sarah Jane Majid Sakaluran","Sarah Jane Majid Sakaluran","Sarah Jane Majid Sakaluran","Sarah Jane Majid Sakaluran",null,null,null,null,"Email 10",null,"Inquiry - OPPO Care Pre-Sale"]
[null,null,null,"Sheila Mae Romeo Ingente","Sheila Mae Romeo Ingente","Sheila Mae Romeo Ingente","Sheila Mae Romeo Ingente",null,null,null,null,"Email 11",null,"Inquiry - OPPO Official Website"]
[null,null,null,null,null,null,null,null,null,null,null,"Email 12",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"]