{"text_format":"3","workbook":"xlsx","n_sheets":3,"sheets":["2018_CallScore","2018_TixScore","Values"],"not_rendered":{"defined_names":4},"read":"whole","date_system":"1900"}

{"sheet":"2018_CallScore","index":0,"n_rows":39,"n_cols":9,"rows_kept":39,"merged":[[0,0,0,2],[0,5,0,6],[2,0,2,2],[3,0,3,1],[3,2,3,5],[4,0,4,5],[5,0,5,1],[5,2,5,5],[6,0,6,5],[7,0,7,1],[7,2,7,5],[8,0,8,5],[9,0,9,1],[9,2,9,5],[10,0,10,5],[11,0,11,1],[11,2,11,5],[12,0,12,5],[13,0,13,1],[13,2,13,5],[14,0,14,5],[15,0,15,2],[16,0,16,1],[16,2,16,5],[17,0,17,5],[18,0,18,1],[18,2,18,5],[19,0,19,5],[20,0,20,1],[20,2,20,5],[21,0,21,5],[22,0,22,1],[22,2,22,5],[23,0,23,5],[24,0,24,1],[24,2,24,5],[25,0,25,5],[26,0,26,1],[26,2,26,5],[27,0,27,2],[28,0,28,1],[28,2,28,5],[29,0,29,5],[30,0,30,1],[30,2,30,5],[31,0,31,5],[32,0,32,1],[32,2,32,5],[33,0,33,5],[34,0,34,1],[34,2,34,5],[35,0,35,5],[38,5,38,7]]}
["ESD Call Audit Form",null,null,"Audit Date: 2018-XX-XX","Agent Name:","ICE_Agent"]
[null,"Month:","January 2018","TICKET NUMBER:","XXXXXXXXXX"]
["SoftSkills",null,null,{"$f":"IF(SUM(I4:I14)<=0,0,(SUM(I4:I14)))","v":37},null,null,"Full","x","Score"]
["01. SoftSkills",null,"Greeting/Closing",{"$nulls":3},5,null,{"$f":"IF(H4=\"x\",0,5)","v":5}]
["Full opening scripts – thank you for calling the Service desk, mention your name and request the client’s information, Name, Telephone "]
["02. SoftSkills",null,"Listening Skills",{"$nulls":3},8,null,{"$f":"IF(H6=\"x\",0,8)","v":8}]
["How quickly you understand the issue and efficiently respond, paraphrasing the issue to clarify understanding."]
["03. SoftSkills",null,"Slang, Jargon, Dual Language",{"$nulls":3},8,null,{"$f":"IF(H8=\"x\",0,8)","v":8}]
["Professional conduct, using please and thank you – passive listening, yes, ok - not short, slang forms of speech. Refrain use of words such as I can’t do that, I’m not allowed to. If a client asks to raise the priority use an appropriate response such as I don’t have the authority to raise the priority according to the matrix but I will escalate your request to my supervisor/Team Lead or advise them that their SDM would have the authority to raise the priority if it’s a pressing issue"]
["04. SoftSkills",null,"Effective Speaking, Accent Comprehension, Cultural Awareness",{"$nulls":3},8,null,{"$f":"IF(H10=\"x\",0,8)","v":8}]
["Politely asking caller to speak slowly if needed and explaining you want to be able to assist and you want to be sure you understand the issue completely. A clear voice and focused dialogue.  Keep on the issue – not talking over the client"]
["05. SoftSkills",null,"Call control",{"$nulls":3},8,null,{"$f":"IF(H12=\"x\",0,8)","v":8}]
["Clear direction and control.  Correct use of ICE hold (not the hold button on the phone)  - asking permission to place the call on hold as well as thank them upon your return, no more than 2 minutes without checking back with the caller. Dead air, no more than 30 seconds."]
["06. SoftSkills",null,"Professional attitude: usage of professional Language. (F)",{"$nulls":3},-20,null,{"$f":"IF(H14=\"x\",-20,\"\")","v":""}]
["You are to remain professional at all times.  If the caller is abusive there are ways to professionally deal with issues. \"I understand that you would like to have this issue resolved as quickly as possible and I will assist you, however, if you continue to talk to me in this manner I will have to terminate this call and report your conduct to my manager\"."]
["Process ",null,null,{"$f":"IF(SUM(I17:I27)<=0,0,(SUM(I17:I27)))","v":24}]
["01. Process",null,"Symptom information gathering / Fact finding, and Cause Isolation",{"$nulls":3},8,null,{"$f":"IF(H17=\"x\",0,8)","v":8}]
["Confirming the caller's contact information, location, building, cubicle etc.  Asking for alternate contact in case the call drops as well as after-hours contact information in case the issue is not resolved."]
["02. Process",null,"Presence of Documentation/ Accuracy of documentation. (F)",{"$nulls":3},-20,null,{"$f":"IF(H19=\"x\",-20,\"\")","v":""}]
["Accuracy of information - has the ticket been created and logged.",{"$nulls":7},{"$f":"IF(H20=\"Yes\",\"\",IF(H20=\"No\",\"-20\", IF(H20=\"N/A\",\"\",\"\")))","v":""}]
["03. Process",null,"All pertinent info captured - all pertinent info provided to caller",{"$nulls":3},8,null,{"$f":"IF(H21=\"x\",0,8)","v":8}]
["All pertinent information captured - complete description of the issue and update the information the client reports during the call - all pertinent informtion provided to the caller"]
["04. Process",null,"Follow up information provided",{"$nulls":3},8,null,{"$f":"IF(H23=\"x\",0,8)","v":8}]
["Was the ticket number offered to the caller?"]
["05. Process",null,"Security Policies:  Process Adherence. (F)",{"$nulls":3},-20,null,{"$f":"IF(H25=\"x\",-20,\"\")","v":""}]
["When applicable, for password reset - user must provide correct user ID as well as the name and phone number associated"]
["06. Process",null,"Call Release/Call Adherence. (F)",{"$nulls":3},-20,null,{"$f":"IF(H27=\"x\",-20,\"\")","v":""}]
["Technical/Problem Resolution",null,null,{"$f":"SUM(I29:I37)","v":39}]
["01. Technical",null,"Symptom information gathering / Fact finding, and Cause Isolation",{"$nulls":3},10,null,{"$f":"IF(H29=\"x\",0,10)","v":10}]
["Probing questions - who, what, where, when. Who does it affect, what is the issue, when did it happen, what is affected by this issue (e.i network outage> affecting applications) root cause is what we want as well as the impact it has on them."]
["02. Technical",null,"Resolution Accuracy. ",{"$nulls":3},5,null,{"$f":"IF(H31=\"x\",0,5)","v":5}]
["When applicable - ticket properly closed or resolved, including resolution statement of steps taken to resolve the ticket "]
["03. Technical",null,"Match caller skill level/Confirm problem resolution/ Educate caller by explaining resolution",{"$nulls":3},8,null,{"$f":"IF(H33=\"x\",0,8)","v":8}]
["Callers have the right to courteous, pleasant service. We are to advise and educate the client as to the steps taken to resolve the issue (from the simple steps for a password reset to having the ticket escalated and assigned to the correct resolver group)"]
["04. Technical",null,"Expectations Setting/Ownership",{"$nulls":3},8,null,{"$f":"IF(H35=\"x\",0,8)","v":8}]
["Taking ownership - \"I can help you with that\" … you should never say \"I haven't been trained on that or I’ve never heard of that before\".  You may advise the caller that you are going to bring in a specialist in to assist with the issue (consult a SME or TL)"]
[null,null,"Unattributed Points",{"$nulls":3},8,null,{"$f":"IF(H37=\"x\",0,8)","v":8}]
[]
[null,null,"TOTAL",{"$f":"IF(SUM(D3,D16,D28)<=50,50,SUM(D3,D16,D28))","v":100},null,"comparative ->",null,null,{"$f":"IF(SUM(I4:I38)<=50,50,SUM(I4:I38))","v":100}]

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["ESD Ticket Audit Form",null,null,"Audit Date: 2018-XX-XX","Agent Name:","ICE_Agent"]
[null,"Month:","January 2018","TICKET NUMBER:","XXXXXXXXXX"]
["Documentation",{"$nulls":3},{"$f":"SUM(H4:H13)","v":78},"Full","x","Score"]
[1,"Was the appropriate summary format used?",{"$nulls":3},8,null,{"$f":"IF(G4=\"x\",0,8)","v":8}]
[2,"Was the issue description captured correctly in the ticket?",{"$nulls":3},4,null,{"$f":"IF(G5=\"x\",0,4)","v":4}]
[3,"Does the summary accurately sum up the description of the problem in the ticket?",{"$nulls":3},4,null,{"$f":"IF(G6=\"x\",0,4)","v":4}]
[4,"Was the proper template used for the ticket? (F)",{"$nulls":3},10,null,{"$f":"(IF(G7=\"x\",0,IF(G7=\"f\",-20,10)))","v":10}]
[5,"Not more than 4 spelling/grammatical errors?",{"$nulls":3},5,null,{"$f":"IF(G8=\"x\",0,5)","v":5}]
[6,"Was a priority assessment created (F)/Was the priority assessed correctly/Was an incident created? (F)",{"$nulls":3},12,null,{"$f":"(IF(G9=\"x\",0,IF(G9=\"f\",-20,12)))","v":12}]
[7,"Was a high/critical checklist filled out? (if applicable) (F)",{"$nulls":3},10,null,{"$f":"(IF(G10=\"x\",0,IF(G10=\"f\",-20,10)))","v":10}]
[8,"Was the Correct CI captured in the ticket?",{"$nulls":3},5,null,{"$f":"IF(G11=\"x\",0,5)","v":5}]
[9,"Was there proper logs left on the ticket?",{"$nulls":3},12,null,{"$f":"IF(G12=\"x\",0,12)","v":12}]
[10,"Was the correct resolution Process followed in the ticket?",{"$nulls":3},8,null,{"$f":"IF(G13=\"x\",0,8)","v":8}]
["Assignment and accuracy",{"$nulls":3},{"$f":"SUM(H15:H16)","v":12}]
[11,"Was the ticket Assigned to the correct resolver group as per process?",{"$nulls":3},5,null,{"$f":"IF(G15=\"x\",0,5)","v":5}]
[12,"Was the correct process followed/Was the correct ticket created?",{"$nulls":3},7,null,{"$f":"IF(G16=\"x\",0,7)","v":7}]
["Mandatory Fields ",{"$nulls":3},{"$f":"H18","v":10}]
[13,"Were all the mandatory fields filled?",{"$nulls":3},10,null,{"$f":"IF(G18=\"x\",0,10)","v":10}]
[{"$nulls":3},"Adjustments -->"]
[{"$nulls":4},{"$f":"SUM(E3,E14,E17,E19)","v":100},null,null,{"$f":"SUM(H4:H19)","v":100}]
[null,"Enter x in the scoring column for points deducted"]
[null,"Enter f for (F) items instead of x"]

{"sheet":"Values","index":2,"n_rows":59,"n_cols":3,"rows_kept":59}
["ICE_Agent","Boolean","MonthsWords"]
["1024_DanD","Yes","January 2018"]
["1027_Hosea","No","February 2018"]
["1029_J-F","N/A","March 2018"]
["1030_Guy",null,"April 2018"]
["1031_LucL",null,"May 2018"]
["1036_Bouh",null,"June 2018"]
["1038_Rod",null,"July 2018"]
["1042_Claude",null,"August 2018"]
["1048_Donald",null,"September 2018"]
["1049_Patrice",null,"October 2018"]
["1060_Andre",null,"November 2018"]
["1061_Debbie",null,"December 2018"]
["1064_Nathalie"]
["1122_Cy"]
["1132_Michel"]
["1133_Andrei"]
["1134_Bob"]
["1135_Mounkaila"]
["1141_Ahmed"]
["1142_Arnauld"]
["1144_Moctar"]
["1147_Steve"]
["1153_Nicolas"]
["1163_Nahid"]
["1167_Hakim"]
["1168_Clifford"]
["1169_Michael"]
["1173_Moubarak"]
["1190_WessElmi"]
["1193_Alain"]
["1194_WillyBlaise"]
["1200_Ahmed"]
["1212_Matt"]
["1213_Dan"]
["1216_Ebenezer"]
["1219_Amadou"]
["1221_Justin"]
["1228_Dini"]
["1233_Emerson"]
["1246_Daniel"]
["1247_Christopher"]
["1249_Janice"]
["1259_Christian"]
["1262_Ismael"]
["1263_Mohamed"]
["1264_Japhet"]
["1266_Iris"]
["1270_Manasse"]
["1275_LucP"]
["1279_Mihai"]
["1280_Ketsia"]
["1281_Abdoulkader"]
["1282_Alex"]
["1283_Blaise"]
["1289_LucT"]
["1290_Fidèle"]
["1293_PolaNicole"]
["1299_Jessica"]