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{"sheet":"QA Form","index":0,"n_rows":33,"n_cols":9,"rows_kept":33,"cut":false,"hidden":false,"merged":[[16,0,22,0],[23,0,26,0],[2,8,2,9],[3,0,4,0],[6,0,7,0],[8,0,12,0],[13,0,15,0]]}
["[OPPO] Phone Monitoring Score Sheet"]
[]
["Parameter","Sub-Parameter","Points","Remark","Scored","Y","N",null,"Call Details"]
["Opening","Opening Standard",3,null,{"$f":"IF(D4=\"Yes\",100/(SUM($F$4:$F$27)+SUM($G$4:$G$27))*C4,0)","v":0},{"$f":"IF(D4=\"Yes\",C4,\"0\")","v":"0"},{"$f":"IF(D4=\"No\",C4,\"0\")","v":"0"},null,"Call No."]
[null,"Customer Profiling",3,null,{"$f":"IF(D5=\"Yes\",100/(SUM($F$4:$F$27)+SUM($G$4:$G$27))*C5,0)","v":0},{"$f":"IF(D5=\"Yes\",C5,\"0\")","v":"0"},{"$f":"IF(D5=\"No\",C5,\"0\")","v":"0"},null,"Audit Date"]
["Paraphrasing","Appropriate Paraphrasing / Acknowledgement",5,null,0,"0","0",null,"Audited By"]
["Hold Process","Hold Procedure",3,null,0,"0","0",null,"Country Code"]
[null,"Hold Time Management",2,null,0,"0","0",null,"Agent Name"]
["Resolution","Probing",6,null,0,"0","0",null,"Call Date"]
[null,"Completeness of Solution / Troubleshooting",6,null,0,"0","0",null,"Call Time"]
[null,"Accuracy of Solution / Troubleshooting",5,null,0,"0","0",null,"Call Duration"]
[null,"Backup Reminders",5,null,0,"0","0",null,"Language"]
[null,"Escalation Process or  Call Back / Email Back Procedure Followed ",5,null,0,"0","0",null,"Case ID"]
["Closing","Website Self-Service Spiel",5,null,0,"0","0",null,"Customer Name"]
[null,"Survey Spiel",5,null,0,"0","0",null,"Phone Model"]
[null,"Closing Standard",3,null,0,"0","0",null,"Call Driver"]
["Communication Skills","Empathy / Apology",3,null,0,"0","0"]
[null,"Personalization",4,null,0,"0","0"]
[null,"Active Listening",5,null,{"$f":"IF(D19=\"Yes\",100/(SUM($F$4:$F$27)+SUM($G$4:$G$27))*C19,0)","v":0},{"$f":"IF(D19=\"Yes\",C19,\"0\")","v":"0"},{"$f":"IF(D19=\"No\",C19,\"0\")","v":"0"}]
[null,"Tone / Pace / Volume",5,null,0,"0","0"]
[null,"Grammatical Sentence Construction / Appropriate Words",3,null,0,"0","0"]
[null,"Call Control",5,null,0,"0","0"]
[null,"Zero Tolerance",5,null,0,"0","0"]
["Documentation","Customer / Product Information",3,null,0,"0","0"]
[null,"Appropriate Tally Categorization",3,null,0,"0","0"]
[null,"Completeness / Accuracy of Documentation",3,null,0,"0","0"]
[null,"Case Creation",5,null,0,"0","0"]
["OPPO\nCore Values","Reflection of OPPO Core Values (WOW Factor)",4,null,{"$f":"IF(D28=\"Yes\",C28,0)","v":0}]
[null,null,{"$f":"SUM(C4:C27)","v":100},"%Score",{"$f":"IF(COUNTIF(D11:D13,\"No\")+COUNTIF(D15,\"No\")+COUNTIF(D23,\"No\")+COUNTIF(D27,\"No\")>0,0,SUM(E4:E27))/100","v":0}]
[null,null,{"$f":"C28","v":4},"Bonus",{"$f":"IF(COUNTIF(D11:D13,\"No\")+COUNTIF(D15,\"No\")+COUNTIF(D23,\"No\")+COUNTIF(D27,\"No\")>0,0,SUM(E28))/100","v":0}]
[null,null,null,"Final %Score",{"$f":"SUM(E29:E30)","v":0}]
[]
[null,"Call Observation"]

{"sheet":"Dump","index":1,"n_rows":300,"n_cols":43,"rows_kept":300,"cut":false,"hidden":false,"merged":[]}
["Helper","Call No.","Audit Date","Audited By","Country Code","Agent Name","Call Date","Call Time","Call Duration","Language","Case ID","Customer Name","Phone Model","Call Driver","Call Observation","Opening Standard","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 ","Website Self-Service Spiel","Survey Spiel","Closing Standard","Empathy / Apology","Personalization","Active Listening","Tone / Pace / Volume","Grammatical Sentence Construction / Appropriate Words","Call 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"]
[{"$f":"B2&\"|\"&E2&\"|\"&F2","v":"Call 1|AU|Jennifer Cabangal Almaden"},"Call 1","2019-02-03","Lerina","AU","Jennifer Cabangal Almaden","2019-02-03",null,null,null,"C-0007018792",null,"R17 Pro",null,"1st Hold: 03:05-06:25\n2nd Hold: 10:43-12:42\n\ndidn't understand the customer when the customer asks for distance requirement between two devices.\n\nDidn't address customer by name\n\nActually the distance between two devices can be within 10m, but not 3min.","Yes","Yes","Yes","Yes","No","Yes","Yes","Yes","N/A","N/A","Yes","Yes","Yes","N/A","No","No","Yes","Yes","Yes","Yes","Yes","Yes","Yes","Yes","No",0.87356321839080464,0,0.87356321839080464]
[{"$f":"B3&\"|\"&E3&\"|\"&F3","v":"Call 2|NZ|Sarah Jane Majid Sakaluran"},"Call 2","2019-02-03","Lerina","NZ","Sarah Jane Majid Sakaluran","2019-02-03",null,null,"English","C-0007018781","Lucy","F1s",null,"Asked the customer to repeat Huawei model for four times\n\nCustomer won't be able to transfer data from OPPO phone to Huawei phone with OPPO Clone Phone.\n\n\nThe agent mentioned she couldn’t hear the customer, but the line is quite clear on customer's end. Can check the recording from CNX system further.","Yes","Yes","Yes","N/A","N/A","Yes","Yes","No","N/A","Yes","Yes","Yes","Yes","N/A","Yes","No","Yes","Yes","Yes","Yes","Yes","Yes","Yes","Yes","No",0,0,0]
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["[OPPO] Phone Monitoring Standards Definition Document"]
[]
["Parameter","Sub-Parameter","Definition","Weightage","FATAL/Non-Fatal","Possible Values","CTQ/CTP"]
["Opening","Opening Standard","The agent had adhered to the greeting script:\n\"Thank you for contacting OPPO. This is <Agent Name>, how may I assist you?\"",3,"Non-Fatal","Yes/No","CTQ"]
[null,"Customer Profiling","The agent gathered relevant customer details:\n- Customer Name*\n- Phone Number* - Phone number displayed on AVAYA & contactable phone number.\n- Location* - If required to advise to walk in to the Service Center.\n- IMEI/ColorOS Version - Customer with handset and has concern with it in general (Technical, repair & complaint).\n- Phone Model - If SN/IMEI not available or pre-sales.\n- Email Address - If  required to send email to the customer or related due to repair process.",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 30 secs for extension of hold time (if expectation was not set).\nDid the agent adhere to hold duration allowed per call of 4 mins (max 2 hold times, 2 mins each).\nDid the agent avoid putting the customer on hold unnecessarily.",2,"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.",6,"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","Website Self-Service Spiel","Did the agent promote/guide customer to the OPPO website self-service.",5,"Non-Fatal","Yes/No","CTP"]
[null,"Survey Spiel","Did the agent offer IVR survey before ending the call.\n\"Please stay online. I will now transfer this call to a short survey with 2 questions based only on our conversation. If you are satisfied with my service, kindly rate me a 5 and a Yes, this will mean a lot to me.\"",5,"FATAL","Yes/No","CTP"]
[null,"Closing Standard","The agent had adhered to the closing script:\n\"Thank you for contacting OPPO. Have a nice day!\"",3,"Non-Fatal","Yes/No","CTQ"]
["Communication Skills","Empathy / Apology","Did the agent display appropriate empathy/apology on customer's experience with the product/service.",3,"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 Listening","Did the agent attentive to the call and avoided asking customer to repeat information.\nDid not interrupt/talked over customer during the call.\nDid not exceed dead air duration of 3 secs.",5,"Non-Fatal","Yes/No","CTQ"]
[null,"Tone / Pace / Volume","Did the agent display friendly, warm, and pleasant approach throughout the call with suitable pace and volume.",5,"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 call.",3,"Non-Fatal","Yes/No","CTQ"]
[null,"Call 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- Hung up the call 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 call 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",null,"Option",null,null,"Call Details"]
["MY","Balamukesh Mohana","Balamukesh Mohana","Ana Marie L. Areja","Ana Marie L. Areja","Ana Marie L. Areja",null,"Yes","Yes",null,"Call 1","English","Complaint - Others"]
["SG","Bhuvaneswari Sanmugam","Bhuvaneswari Sanmugam","Angelica Bonajos Germono","Angelica Bonajos Germono","Angelica Bonajos Germono",null,"No","No",null,"Call 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,"N/A",null,null,"Call 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,"Call 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,"Call 5",null,"Inquiry - E-Warranty"]
[null,"Mohammed Sufian Mohammed Salim","Mohammed Sufian Mohammed Salim","Marifel Suarez San Pedro","Marifel Suarez San Pedro","Marifel Suarez San Pedro",null,null,null,null,"Call 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,"Call 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,"Call 8",null,"Inquiry - OPPO Accessory"]
[null,null,null,"Myrlyn Crucillo Durias","Myrlyn Crucillo Durias","Myrlyn Crucillo Durias",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,"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,"Inquiry - OPPO Official Website"]
[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,"Inquiry - Out of Warranty Scope"]
[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,"Inquiry - Phone/Accessory Purchase"]
[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,"Inquiry - Repair Status"]
[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,"Inquiry - Third Party Apps"]
[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,"Malfunction - Battery/Charging"]
[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,"Malfunction - Camera"]
[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,"Malfunction - Phone Hot"]
[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,"Malfunction - Signal (No Signal/No Internet/No Service)"]
[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,"Malfunction - Third Party Software"]
[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,"Malfunction - WiFi/Bluetooth/NFC"]
[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,"Other - Non-OPPO Inquiry"]
[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,"Other - Prank/Blank Call"]
[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,"Other - Technical Support & Troubleshooting"]