ID Hora de inicio Hora de finalización Correo electrónico

1 6/2/20 18:27:01 6/2/20 18:42:10 nataliageraldine.alvara

2 6/3/20 7:07:38 6/3/20 9:39:59 sebastian.ruedamunar@c
3 6/3/20 11:52:22 6/3/20 12:00:48 sebastian.ruedamunar@c
4 6/3/20 12:07:15 6/3/20 12:35:07 sara.barrios@concentrix
5 6/3/20 12:35:11 6/3/20 12:53:43 sara.barrios@concentrix
6 6/3/20 12:54:12 6/3/20 13:39:43 sara.barrios@concentrix
7 6/3/20 15:37:06 6/3/20 15:52:24 nataliageraldine.alvara
8 6/3/20 14:41:12 6/3/20 17:06:35 sara.barrios@concentrix
9 6/3/20 21:52:05 6/3/20 21:56:11 nataliageraldine.alvara
10 6/3/20 21:57:16 6/3/20 22:17:50 nataliageraldine.alvara
11 6/3/20 22:18:24 6/3/20 22:25:22 nataliageraldine.alvara
12 6/4/20 9:16:53 6/4/20 9:35:21 sebastian.ruedamunar@c
13 6/4/20 9:35:27 6/4/20 9:44:47 sebastian.ruedamunar@c
14 6/4/20 14:50:44 6/4/20 14:58:21 sebastian.ruedamunar@c
15 6/4/20 14:58:24 6/4/20 15:12:02 sebastian.ruedamunar@c
16 6/4/20 15:12:05 6/4/20 15:17:44 sebastian.ruedamunar@c
17 6/4/20 15:17:47 6/4/20 15:25:55 sebastian.ruedamunar@c
18 6/4/20 15:25:59 6/4/20 15:32:32 sebastian.ruedamunar@c
19 6/4/20 16:59:01 6/4/20 17:26:31 sara.barrios@concentrix
20 6/4/20 17:27:42 6/4/20 17:49:09 sara.barrios@concentrix
21 6/5/20 6:16:03 6/5/20 6:19:39 sebastian.ruedamunar@c
22 6/5/20 6:19:42 6/5/20 6:25:30 sebastian.ruedamunar@c
23 6/5/20 6:25:33 6/5/20 6:33:38 sebastian.ruedamunar@c
24 6/5/20 6:33:40 6/5/20 6:38:23 sebastian.ruedamunar@c
25 6/5/20 6:38:27 6/5/20 6:44:52 sebastian.ruedamunar@c
26 6/5/20 6:44:54 6/5/20 6:56:19 sebastian.ruedamunar@c
27 6/5/20 6:57:10 6/5/20 7:02:12 sebastian.ruedamunar@c
28 6/5/20 15:09:07 6/5/20 15:15:39 sara.barrios@concentrix
29 6/5/20 21:00:53 6/5/20 21:05:22 nataliageraldine.alvara
30 6/8/20 6:35:30 6/8/20 6:54:41 sebastian.ruedamunar@c
31 6/8/20 6:54:46 6/8/20 7:28:38 sebastian.ruedamunar@c
32 6/8/20 7:43:21 6/8/20 7:48:42 sebastian.ruedamunar@c
33 6/8/20 16:59:39 6/8/20 17:04:13 sebastian.ruedamunar@c
34 6/8/20 17:36:36 6/8/20 17:48:02 sara.barrios@concentrix
35 6/8/20 21:37:46 6/8/20 21:41:48 nataliageraldine.alvara
36 6/9/20 21:31:09 6/9/20 21:37:25 nataliageraldine.alvara
37 6/10/20 7:02:44 6/10/20 7:16:38 sebastian.ruedamunar@c
38 6/10/20 7:16:41 6/10/20 7:24:45 sebastian.ruedamunar@c
39 6/10/20 7:24:48 6/10/20 7:33:21 sebastian.ruedamunar@c
40 6/10/20 7:33:23 6/10/20 7:37:55 sebastian.ruedamunar@c
41 6/10/20 16:25:06 6/10/20 18:01:11 nataliageraldine.alvara
42 6/10/20 18:14:37 6/10/20 18:23:10 nataliageraldine.alvara
43 6/10/20 18:23:16 6/10/20 19:24:42 nataliageraldine.alvara
44 6/11/20 12:33:01 6/11/20 13:01:56 sebastian.ruedamunar@c
45 6/11/20 13:07:24 6/11/20 13:29:39 sebastian.ruedamunar@c
46 6/11/20 22:10:26 6/11/20 22:14:55 nataliageraldine.alvara
47 6/12/20 6:22:03 6/12/20 6:28:00 sebastian.ruedamunar@c
48 6/12/20 8:28:27 6/12/20 8:35:16 sebastian.ruedamunar@c
49 6/12/20 8:40:20 6/12/20 13:53:14 sebastian.ruedamunar@c
50 6/12/20 14:05:58 6/12/20 14:14:36 sebastian.ruedamunar@c
51 6/12/20 14:36:34 6/12/20 16:24:01 sebastian.ruedamunar@c
52 6/12/20 16:25:56 6/12/20 16:34:50 sebastian.ruedamunar@c
53 6/12/20 16:29:44 6/12/20 16:35:27 nataliageraldine.alvara
Nombre Upload Type LOB Survey / Audit date (If S
Natalia Geraldine Alvara TL Audit (Internal QualityHome Delivery 6/2/2020
Sebastian Rueda Munar CSAT Detractor / Passive Retail Provider 6/2/2020
Sebastian Rueda Munar CSAT Detractor / Passive Home Delivery 6/2/2020
Sara Barrios CSAT Detractor / Passive Retail Provider 6/3/2020
Sara Barrios CSAT Detractor / Passive Retail Provider 6/2/2020
Sara Barrios CEM Markdown Retail Provider 6/1/2020
Natalia Geraldine Alvara CSAT Detractor / Passive Retail Provider 6/3/2020
Sara Barrios CSAT Detractor / Passive Home Delivery 6/3/2020
Natalia Geraldine Alvara CSAT Detractor / Passive Home Delivery 6/3/2020
Natalia Geraldine Alvara CSAT Detractor / Passive Home Delivery 6/3/2020
Natalia Geraldine Alvara CSAT Detractor / Passive Home Delivery 6/3/2020
Sebastian Rueda Munar CSAT Detractor / Passive Home Delivery 6/3/2020
Sebastian Rueda Munar CSAT Detractor / Passive Retail Provider 6/3/2020
Sebastian Rueda Munar TL Audit (Internal QualityHome Delivery 6/1/2020
Sebastian Rueda Munar TL Audit (Internal QualityHome Delivery 6/1/2020
Sebastian Rueda Munar TL Audit (Internal QualityRetail Provider 6/1/2020
Sebastian Rueda Munar TL Audit (Internal QualityRetail Provider 6/1/2020
Sebastian Rueda Munar TL Audit (Internal QualityRetail Provider 6/1/2020
Sara Barrios CSAT Detractor / Passive Retail Provider 6/4/2020
Sara Barrios TL Audit (Internal QualityRetail Provider 6/4/2020
Sebastian Rueda Munar TL Audit (Internal QualityRetail Provider 6/2/2020
Sebastian Rueda Munar TL Audit (Internal QualityHome Delivery 6/2/2020
Sebastian Rueda Munar TL Audit (Internal QualityRetail Provider 6/2/2020
Sebastian Rueda Munar TL Audit (Internal QualityRetail Provider 6/1/2020
Sebastian Rueda Munar TL Audit (Internal QualityRetail Customer 6/2/2020
Sebastian Rueda Munar TL Audit (Internal QualityRetail Provider 6/2/2020
Sebastian Rueda Munar TL Audit (Internal QualityRetail Provider 6/2/2020
Sara Barrios TL Audit (Internal QualityHome Delivery 6/5/2020
Natalia Geraldine Alvara CSAT Detractor / Passive Retail Provider 6/5/2020
Sebastian Rueda Munar TL Audit (Internal QualityRetail Provider 6/8/2020
Sebastian Rueda Munar TL Audit (Internal QualityRetail Customer 6/8/2020
Sebastian Rueda Munar TL Audit (Internal QualityRetail Provider 6/8/2020
Sebastian Rueda Munar CSAT Detractor / Passive Retail Provider 6/2/2020
Sara Barrios CEM Markdown Home Delivery 6/5/2020
Natalia Geraldine Alvara CSAT Detractor / Passive Home Delivery 6/6/2020
Natalia Geraldine Alvara CSAT Detractor / Passive Home Delivery 6/8/2020
Sebastian Rueda Munar TL Audit (Internal QualityHome Delivery 6/9/2020
Sebastian Rueda Munar TL Audit (Internal QualityRetail Provider 6/9/2020
Sebastian Rueda Munar TL Audit (Internal QualityRetail Provider 6/9/2020
Sebastian Rueda Munar TL Audit (Internal QualityRetail Provider 6/9/2020
Natalia Geraldine Alvara TL Audit (Internal QualityHome Delivery 6/10/2020
Natalia Geraldine Alvara CEM Markdown Retail Customer 6/10/2020
Natalia Geraldine Alvara CEM Markdown Retail Customer 6/10/2020
Sebastian Rueda Munar CSAT Detractor / Passive Home Delivery 6/11/2020
Sebastian Rueda Munar CSAT Detractor / Passive Retail Provider 6/11/2020
Natalia Geraldine Alvara CSAT Detractor / Passive Home Delivery 6/11/2020
Sebastian Rueda Munar TL Audit (Internal QualityRetail Provider 6/12/2020
Sebastian Rueda Munar TL Audit (Internal QualityOne Guide 6/9/2020
Sebastian Rueda Munar CSAT Detractor / Passive Retail Provider 6/12/2020
Sebastian Rueda Munar CSAT Detractor / Passive Home Delivery 6/12/2020
Sebastian Rueda Munar TL Audit (Internal QualityOne Guide 6/12/2020
Sebastian Rueda Munar TL Audit (Internal QualityRetail Provider 6/12/2020
Natalia Geraldine Alvara CSAT Detractor / Passive Home Delivery 6/9/2020
Advocate Name (First andCigna LAN ID (Capital lettTeam leader Survey Comment / Audito
Santiago Arboleda RamirH22690 Natalia Alvarado NA
Cristian Avila G65274 Sebastian Rueda We are not allowed to sug
Nicolas Ruiz G73684 Sebastian Rueda Since we have been on Cob
Maria Camila Velandia BeN08787 Sara Barrios I received incorrect infor
Cristian Camilo Polanco N99475 Sara Barrios All insurances are good,
Carel Cristina Carbonell SG92550 Sara Barrios Disclosure of information
Ospina Chamas, SantiagoG96140 Natalia Alvarado I called 3 times with Cig
Natalia Gonzalez Ortiz G87813 Sara Barrios No comment.
Juan Manuel Suarez OlavN95124 Natalia Alvarado Well seeing im a diabetic
Daniel Mauricio Torres G95684 Natalia Alvarado I was calling to speak to
Transferred 3 times to w N95124 Natalia Alvarado Transferred 3 times to w
Raquel Marquez M91898 Sebastian Rueda I don't know that this sur
Catherine Molinares N04142 Sebastian Rueda I wouldn't recommend on
Kojiro Takahashi M69169 Sebastian Rueda TL Audit (Kojiro didn't f
Nicole Gerena H22691 Sebastian Rueda TL Audit (Nicole did not
Sandra Aguirre G67256 Sebastian Rueda TL Audit (Sandra didn't m
Raquel Marquez M91898 Sebastian Rueda TL Audit (Raquel was ask
Karen Rebolledo M86289 Sebastian Rueda TL Audit (Karen was on si
Lissa Maria Duarte Parra G89314 Sara Barrios They were ok the service
Daniel Felipe Luna UrbinaG78920 Sara Barrios Follow up
Yessica Martinez M92043 Sebastian Rueda TL Audite (Yessica didn't
Sebastian Galindo H22657 Sebastian Rueda TL Audit (Great improvem
Catherine Molinares N04142 Sebastian Rueda TL Audit (Catherine Didn
Ana Ruiz G51190 Sebastian Rueda TL Audit (Ana didn't leav
Daniela Avila G74332 Sebastian Rueda TL Audit (Daniela didn't
Katherine Castro H22661 Natalia Alvarado TL Audit (Katherine has a
Katherine Castro H22661 Sebastian Rueda TL Audit (Katherine Has a
Luis Garcia M10321 Sara Barrios TL Audit - OG customer
Jorge Osorio N95039 Natalia Alvarado The wait time is long
Sandra Aguirre G67256 Sebastian Rueda TL Audit (Incomplete note
Sebastian Galindo H22657 Sebastian Rueda TL Audit
Nicole Gerena H22691 Sebastian Rueda TL Audit
Karen Rebolledo M86289 Sebastian Rueda No comment
Natalia Gonzalez G87813 Sara Barrios Trust and confidence / ac
Alexander Rivera N95030 Natalia Alvarado Normally Cigna is aweso
Daniel Torres G95684 Natalia Alvarado NA
Raquel Marquez M91898 Sebastian Rueda TL Audit
Katherine Castro H22661 Sebastian Rueda TL Audit
Catherine Molinares N04142 Sebastian Rueda TL Audit (The Written wa
Catherine Molinares N04142 Sebastian Rueda TL Audit (The written wa
Santiago Ospina G96140 Natalia Alvarado NA
Alexander Rivera N95030 Natalia Alvarado Alexander, the pharmacy
Alexander Rivera N95030 Natalia Alvarado Article - How do I valida
Carel Carbonell G92550 Sebastian Rueda They didn't help me, they
Lissa Duarte G89314 Sebastian Rueda Hard to understand not su
Cristian Polanco N99475 Natalia Alvarado Don't know
Luis Valderrama H22663 Sebastian Rueda TL Audit
Karen Rebolledo M86289 Sebastian Rueda TL Audit
Sandra Aguirre G67256 Sebastian Rueda I'm in the city of Ilinois
Raquel Marquez M91898 Sebastian Rueda I was calling yesterday
Lissa Duarte G89314 Sebastian Rueda TL Audit
Carel Carbonell G92550 Sebastian Rueda TL Audit
Katterin Arrieta G92867 Natalia Alvarado It was because of time tha
Call UCK NPS Score Overall Agent Score Agent Resolution Score
1531880206190 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531880066054 Detractor Promoter Promoter
1531880208815 Detractor Detractor Detractor
1531890121273 Passive Promoter Promoter
1531880287772 Detractor Promoter Promoter
1531840241076 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531890256449 Passive Promoter Detractor
1531890044590 Passive Promoter Promoter
1531890173261 Detractor Detractor Detractor
1531890272824 Detractor Detractor Detractor
1531890164055 Detractor Detractor Detractor
1531890108432 Passive Promoter Promoter
1531890055320 Passive Promoter Promoter
1531820007250 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531820035266 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531880014903 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531880043665 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531820016953 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531890245190 Detractor Promoter Promoter
1531910165515 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531880042866 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531880070956 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531880078627 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531850069097 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531880135206 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531880254106 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531880243099 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
9139221045400008801 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531910193573 Detractor Promoter Promoter
1531920193539 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531920197225 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531920203704 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531880157516 N/A (CEM Markdown / TLPromoter Passive
1531890010752 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531920140558 Promoter Promoter Detractor
1531950307736 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531920080649 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531950280964 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531960031933 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531950244409 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531970146188 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531920228719 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531920232342 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531950282227 Detractor Passive Passive
1531960226891 Detractor Passive Passive
1531970217475 Detractor Promoter Promoter
1531980223553 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531950228827 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531970205222 Detractor Promoter Promoter
1531980164319 Detractor Promoter Passive
1531950253636 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531990188684 N/A (CEM Markdown / TLN/A (CEM Markdown / TLN/A (CEM Markdown / TL
1531910244113 Passive Promoter Promoter
Agent Opportunity? How many times has the Caller
c Profile Call Length
Yes N/A (CEM Markdown / TLPassive <9 Min
Yes 1 Passive <9 Min
Yes 1 Passive <9 Min
No 2 Passive 9-11 Min
Yes 2 Passive <9 Min
Yes N/A (CEM Markdown / TLPassive <9 Min
Yes 3 Passive 9-11 Min
Yes 1 Agressive 9-11 Min
Yes >3 Agressive Over 20 Min
No 2 Passive <9 Min
No 1 Passive <9 Min
No 1 Passive <9 Min
No 1 Passive <9 Min
Yes N/A (CEM Markdown / TLPassive <9 Min
Yes N/A (CEM Markdown / TLPassive 9-11 Min
Yes N/A (CEM Markdown / TLPassive <9 Min
Yes N/A (CEM Markdown / TLPassive <9 Min
Yes N/A (CEM Markdown / TLPassive <9 Min
Yes 1 Passive <9 Min
Yes N/A (CEM Markdown / TLPassive <9 Min
Yes N/A (CEM Markdown / TLPassive <9 Min
No N/A (CEM Markdown / TLPassive <9 Min
Yes N/A (CEM Markdown / TLPassive <9 Min
Yes N/A (CEM Markdown / TLPassive <9 Min
Yes N/A (CEM Markdown / TLPassive <9 Min
Yes N/A (CEM Markdown / TLPassive 9-11 Min
Yes N/A (CEM Markdown / TLPassive Over 20 Min
No N/A (CEM Markdown / TLPassive <9 Min
No 1 Passive <9 Min
Yes 1 Passive <9 Min
Yes N/A (CEM Markdown / TLPassive 15-20 Min
Yes N/A (CEM Markdown / TLPassive 9-11 Min
Yes 1 Passive <9 Min
Yes N/A (CEM Markdown / TLPassive 9-11 Min
Yes 2 Passive Over 20 Min
No N/A (CEM Markdown / TLPassive <9 Min
No N/A (CEM Markdown / TLAgressive 9-11 Min
Yes N/A (CEM Markdown / TLPassive 9-11 Min
Yes N/A (CEM Markdown / TLPassive <9 Min
Yes N/A (CEM Markdown / TLPassive <9 Min
Yes N/A (CEM Markdown / TLPassive <9 Min
Yes N/A (CEM Markdown / TLPassive 11-15 Min
Yes N/A (CEM Markdown / TLPassive 11-15 Min
Yes 2 Passive <9 Min
Yes 1 Passive 11-15 Min
Yes 1 Passive <9 Min
Yes N/A (CEM Markdown / TLPassive 11-15 Min
No N/A (CEM Markdown / TLPassive <9 Min
Yes 1 Passive <9 Min
No 2 Passive <9 Min
Yes N/A (CEM Markdown / TLPassive 9-11 Min
Yes N/A (CEM Markdown / TLAgressive <9 Min
No 1 Passive <9 Min
Total Hold (Sum of all hoCall Type NON NEGOTIABLE - PIRPos
NON NEGOTIABLE - HIPAAC
1-2 Min Order Status - Payment R1 1
1-2 Min Authorization - Override1 1
N/A (No hold usage throuAuthorization - Override0 1
Over 7 Min Authorization - Denied 1 1
N/A (No hold usage throuAuthorization - Override1 1
N/A (No hold usage throuClaim Rx - Processing inf 1 0
N/A (No hold usage throuEligibility - Account Upda1 1
N/A (No hold usage throuOrder Status - Follow Up 1 1
2-5 MIn Pharmacy Benefits - For 1 1
1-2 Min Transfer - out of scope 1 1
N/A (No hold usage throuTransfer - out of scope 1 1
1-2 Min Transfer - out of scope 1 1
N/A (No hold usage throuAuthorization - Override1 1
N/A (No hold usage throuNew Order 1 1
2-5 MIn Renewal 1 1
N/A (No hold usage throuAuthorization - Approved1 1
1-2 Min Claim Rx - Processing inf 1 1
N/A (No hold usage throuClaim Rx - Processing inf 1 1
N/A (No hold usage throuClaim Rx - Processing inf 1 1
N/A (No hold usage throuClaim Rx - Processing inf 1 1
N/A (No hold usage throuAuthorization - In Proces1 1
N/A (No hold usage throuTransfer - out of scope 1 1
2-5 MIn Transfer - out of scope 1 1
N/A (No hold usage throuAuthorization - Override1 1
N/A (No hold usage throuTransfer - out of scope 1 1
2-5 MIn Authorization - In Proces0 1
5-7 Min Claim Rx - Processing inf 1 1
N/A (No hold usage throuRefill 1 1
N/A (No hold usage throuAuthorization - Override1 1
N/A (No hold usage throuAuthorization - Override1 1
Over 7 Min Transfer - out of scope 0 1
2-5 MIn Transfer - out of scope 0 1
N/A (No hold usage throuPharmacy Benefits - Plan1 1
N/A (No hold usage throuRefill 1 1
Over 7 Min Authorization - Override1 1
N/A (No hold usage throuTransfer - out of scope 1 1
N/A (No hold usage throuRefill 1 1
2-5 MIn Claim Rx - Processing inf 0 0
N/A (No hold usage throuPharmacy Benefits - PA/ 1 1
N/A (No hold usage throuPharmacy Benefits - PA/ 1 0
1-2 Min Transfer - out of scope 0 1
N/A (No hold usage throuAuthorization - Override0 1
N/A (No hold usage throuClaim Rx - Processing inf 1 0
N/A (No hold usage throuEligibility - Account Upda1 1
N/A (No hold usage throuPharmacy Benefits - For 1 1
N/A (No hold usage throuEligibility - Account Upda0 1
5-7 Min Pharmacy Benefits - Plan1 1
N/A (No hold usage throuClaim Rx - Processing inf 1 1
N/A (No hold usage throuAuthorization - Denied 1 1
1-2 Min Transfer - out of scope 1 1
2-5 MIn Pharmacy Benefits - For 1 1
N/A (No hold usage throuClaim Rx - Processing inf 1 1
N/A (No hold usage throuAuthorization - Override1 1
NON NEGOTIABLE - Final NON
Val NEGOTIABLE - Documen
1 0
1 1
1 1
1 1
0 1
1 1
0 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
0 1
1 1
0 1
1 0
1 1
1 0
1 0
1 1
1 1
1 1
1 1
1 1
1 0
1 0
1 1
1 1
1 1
1 1
1 1
1 1
1 0
1 1
0 1
1 1
1 1
1 1
0 0
1 1
1 1
1 1
NON NEGOTIABLE - Opening
SOFT SKILLS - Dead AirIn
1 0
1 1
1 1
1 1
1 1
1 1
1 1
1 0
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 0
1 1
1 0
1 1
1 0
1 0
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 0
1 1
1 1
1 0
1 0
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 0
1 1
0 1
1 0
1 1
1 1
1 1 1 1
0 0 1 0
1 1 1 1
1 1 1 1
1 1 1 0
1 1 1 1
SOFT SKILL - Hold TimeAsSOFT SKILLS - EmpathyEmp
1 1
1 1
1 0
0 1
0 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
0 1
0 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
0 1
1 1
1 1
1 1
1 1
0 1
1 1
1 1
1 0
1 1
1 1
1 1
0 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
0 1
SOFT SKILLS - Active List SOFT SKILLS - Tone/Confid
1 1
1 1
1 0
1 1
1 1
0 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 1
1 0
1 1
1 1
1 0
1 0
1 1
1 1
1 1
1 1
1 0
0 0
0 0
1 1
1 1
1 1
1 0
0 0
1 1
1 0
1 1
1 1
1 1
1 0
1 1
1 1
1 1
1 1
1 1
0 1
1 1
1 0
1 0
1 1 1 1
1 1 1 1
1 1 1 1
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SOFT SKILLS - ProbingAsksLANGUAGE PROFICIENCYLANGUAGE
- Pl PROFICIENCYLANGUAGE
- Pr PROFICIENCY - P
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1 1 1 1
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LANGUAGE PROFICIENCYRESOLUTION
-A
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- AccuracyAns
RESOLUTION - Completeness
RESOLUTION - Clarity Answ
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RESOLUTION - Timely/Urgen
RESOLUTION - Solution Sel
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RESOLUTION - Tools Utiliza
RESOLUTION - NBA / Antici
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Skill vs Will Behavior Coached (If coa3 Strikes Resolution & b Behavior Strike and Action Taken (If coaching w
Will issue Documentation N/A 1. Skill Transfer / Setting Expectations
N/A (Not Agent OpportunN/A (Coaching was not pN/A N/A (Not a coaching session)
Skill Issue Solution Selling No 1. Skill Transfer / Setting Expectations
Will issue Hold Time No 2. Accountability Conversation
Skill Issue Solution Selling Yes 1. Skill Transfer / Setting Expectations
Skill Issue HIPAA No 1. Skill Transfer / Setting Expectations
Will issue Solution Selling No 1. Skill Transfer / Setting Expectations
Skill Issue Solution Selling No 1. Skill Transfer / Setting Expectations
Will issue Positive Scripting No 1. Skill Transfer / Setting Expectations
N/A (Not Agent OpportunN/A (Coaching was not pN/A N/A (Not a coaching session)
N/A (Not Agent OpportunN/A (Coaching was not pN/A N/A (Not a coaching session)
N/A (Not Agent OpportunN/A (Coaching was not pN/A N/A (Not a coaching session)
N/A (Not Agent OpportunN/A (Coaching was not pN/A N/A (Not a coaching session)
Skill Issue Accuracy N/A 1. Skill Transfer / Setting Expectations
Skill Issue NBA / Anticipated NeedsN/A 1. Skill Transfer / Setting Expectations
Will issue Hold Time N/A 2. Accountability Conversation
Skill Issue Probing N/A 1. Skill Transfer / Setting Expectations
Skill Issue Dead Air N/A 1. Skill Transfer / Setting Expectations
Skill Issue Tone/Confidence No 1. Skill Transfer / Setting Expectations
Will issue N/A (Coaching was not pN/A N/A (Not a coaching session)
Skill Issue NBA / Anticipated NeedsN/A 1. Skill Transfer / Setting Expectations
N/A (Not Agent OpportunN/A (Coaching was not pN/A N/A (Not a coaching session)
Skill Issue Accuracy N/A 1. Skill Transfer / Setting Expectations
Skill Issue Documentation N/A 1. Skill Transfer / Setting Expectations
Skill Issue Tone/Confidence N/A 1. Skill Transfer / Setting Expectations
Skill Issue Probing N/A 1. Skill Transfer / Setting Expectations
Skill Issue Tools Utilization N/A 1. Skill Transfer / Setting Expectations
N/A (Not Agent OpportunEmpathy No 1. Skill Transfer / Setting Expectations
N/A (Not Agent OpportunN/A (Coaching was not pN/A N/A (Not a coaching session)
Skill Issue Positive Scripting No 1. Skill Transfer / Setting Expectations
Skill Issue Tools Utilization No 1. Skill Transfer / Setting Expectations
Skill Issue Probing N/A 1. Skill Transfer / Setting Expectations
Will issue N/A (Coaching was not pN/A N/A (Not a coaching session)
Will issue Completeness No 2. Accountability Conversation
Skill Issue Accuracy No 1. Skill Transfer / Setting Expectations
N/A (Not Agent OpportunN/A (Coaching was not pN/A N/A (Not a coaching session)
N/A (Not Agent OpportunN/A (Coaching was not pN/A N/A (Not a coaching session)
Skill Issue HIPAA N/A 2. Accountability Conversation
Will issue NBA / Anticipated NeedsN/A 3. First Written Warning
Will issue HIPAA Yes 3. First Written Warning
N/A (Not Agent OpportunN/A (Coaching was not pN/A 1. Skill Transfer / Setting Expectations
Skill Issue Accuracy N/A 1. Skill Transfer / Setting Expectations
Skill Issue HIPAA N/A 1. Skill Transfer / Setting Expectations
Will issue Tools Utilization N/A 3. First Written Warning
Skill Issue Accuracy N/A 1. Skill Transfer / Setting Expectations
Will issue Tone/Confidence N/A 1. Skill Transfer / Setting Expectations
Skill Issue Positive Scripting N/A 1. Skill Transfer / Setting Expectations
N/A (Not Agent OpportunN/A (Coaching was not pN/A N/A (Not a coaching session)
Will issue Dead Air N/A 3. First Written Warning
N/A (Not Agent OpportunN/A (Coaching was not pN/A N/A (Not a coaching session)
Skill Issue N/A (Coaching was not pN/A N/A (Not a coaching session)
Skill Issue N/A (Coaching was not pN/A N/A (Not a coaching session)
N/A (Not Agent OpportunN/A (Coaching was not pN/A N/A (Not a coaching session)
 on Taken (If coaching was provided)
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