EXECUTIVE SUMMARY

KPI
AQS

Goal
80.00%

August Week 1 83.69%

August Week 2 83.04%

August Week 3 83.06%

August Week 4 81.42%

Pass rate

80.00%

100.00%

83.33%

100.00%

83.33%

Audit Allocation

100.00%

100.00%

100.00%

88.89%

100.00%

Attendance

100.00%

100.00%

100.00%

20.00%

100.00%

VE SUMMARY
Activity Details
There was an increase of 2 basis points on the AQS scores of the team because of there were no failed audits submitted within Week 3.

q q p p

There is an increase of 1667 basis points on the overall Pass Rate of the team.

Scan Goal for the week is incomplete because Dixie Ebanit is out for 4 days.

Work Week

4 Data

Agent Name Joy Anne Morales Rodrigo Rodrigo Dixie Ebanit Rosemarie Socobo Marianne Gracia Redford Reyes Grand Total

No. of Audits 3 3 3 3 3 3 18

MTD Failed Audits 0 0 1 0 0 1 2

AQS 82.50% 85.67% 81.17% 82.17% 87.17% 69.83% 81.42%

Grand Total Site Pass-Rate

Agent Marianne Gracia Rodrigo Rodrigo Joy Anne Morales Rosemarie Socobo Dixie Ebanit Redford Reyes Grand Total Site Pass-Rate

Autodesk QA EOW Agent-Ranking August Week 1 Agent Number of Audits MTD Failed Audits Joy Anne Morales 3 0 Marianne Garcia 3 0 Rodrigo Rodrigo 3 0 Dixie Ebanit 3 1 Rosemarie Sacobo 3 0 Redford Reyes 3 0 Grand Total 18 1 100.00% Site Pass-Rate Autodesk QA EOW Agent-Ranking August Week 2 Agent Number of Audits MTD Failed Audits Joy Anne Morales 3 0 Marianne Gracia 2 0 Redford Reyes 3 0 Rodrigo Rodrigo 3 0 Dixie Ebanit 3 1 Rosemarie Socobo 3 1 Grand Total 17 2 83.33% Site Pass-Rate Autodesk QA EOW Agent-Ranking August Week 3 Agent Number of Audits MTD Failed Audits Joy Anne Morales 3 0 Dixie Ebanit 1 0 Marianne Gracia 3 0 Rodrigo Rodrigo 3 0 Rosemarie Socobo 3 0 Redford Reyes 3 0 Grand Total 16 0 100.00% Site Pass-Rate Autodesk QA EOW Agent-Ranking August Week 4 Agent Number of Audits MTD Failed Audits Marianne Gracia 3 0 Rodrigo Rodrigo 3 0 Joy Anne Morales 3 0 Rosemarie Socobo 3 0 Dixie Ebanit 3 1 Redford Reyes 3 1 Grand Total 18 2 83.33% Site Pass-Rate

AQS 87.00% 84.67% 83.17% 81.17% 83.50% 82.67% 83.69%

AQS 87.50% 85.75% 84.00% 83.17% 80.50% 77.33% 83.04%

AQS 85.17% 85.00% 83.67% 81.83% 81.67% 81.00% 83.06%

AQS 87.17% 85.67% 82.50% 82.17% 81.17% 69.83% 81.42%

Work Week Total Number of Audits Parameter THOUGHT PROCESS INTERACTIVE ABILITY GRAMMAR & WORD USAGE SOUND PRODUCTION POLICIES AND PROCEDURES OVER-ALL

4 18 Count of Defects 2 2 0 1 1 2

Pass 88.89% 88.89% 100.00% 94.44% 94.44% 88.89%

Fail 11.11% 11.11% 0.00% 5.56% 5.56% 11.11%

THOUGHT PROCESS
Fail, 11.11%

Pass, 88.89%

SOUND PRODUCTION
Fail, 5.56%

Pass, 94.44%

Parameter THOUGHT PROCESS INTERACTIVE ABILITY GRAMMAR & WORD USAGE SOUND PRODUCTION POLICIES AND PROCEDURES OVER-ALL

Week 1 88.89% 100.00% 94.44% 100.00% 100.00% 94.44%

Week 2 94.12% 94.12% 100.00% 88.24% 94.12% 88.24%

Week 3 100.00% 100.00% 81.25% 93.75% 100.00% 100.00%

Week on Week Pass Rate

Week 1 Week 2

100.00%

100.00%

100.00%

88.89%

88.89%

94.12%

94.12%

60.00%

40.00%

20.00%
Week 1 Week 2 Week 3 Week 4

THOUGHT PROCESS 88.89% 94.12% 100.00% 88.89%

INTERACTIVE ABILITY 100.00% 94.12% 100.00% 88.89%

GRAMMAR & WORD USAGE 94.44% 100.00% 81.25% 100.00%

The graph shows a dip on Grammar and Word Usage. Interactive Ability increased as well as Sound Production

81.25%

80.00%

88.89%

94.44%

100.00%

100.00%

INTERACTIVE ABILITY
Fail, 11.11%

GRAMMAR &

Pass, 88.89%

POLICIES AND PROCUDURES

Fail, 5.56%

Pass, 94.44%

Week 4 88.89% 88.89% 100.00% 94.44% 94.44% 88.89%

Week 5

k on Week Pass Rate Trending

Week 2 100.00% Week 3 100.00% Week 4 100.00% 100.00% 100.00%

94.44%

93.75%

94.12%

94.44%

94.44%

88.24%

MMAR & WORD USAGE 94.44% 100.00% 81.25% 100.00%

81.25%

SOUND PRODUCTION 100.00% 88.24% 93.75% 94.44%

POLICIES AND PROCEDURES 100.00% 94.12% 100.00% 94.44%

OVER-ALL 94.44% 88.24% 100.00% 88.89%

88.24%

88.89%

GRAMMAR & WORD USAGE

Fail, 0.00%

Pass, 100.00%

OVER-ALL
Fail, 11.11%

Pass, 88.89%

Week Week 1 Week 2 Week 3 Week 4 Week 5

Number of Audits 18 17 16 18

AQS 83.69% 83.04% 83.06% 81.42%

AQS Goal Pass Rate Pass Rate Goal 80.00% 100.00% 80.00% 80.00% 83.33% 80.00% 80.00% 100.00% 80.00% 80.00% 83.33% 80.00% 80.00% 80.00%

Week on Week AQS

Number of Audits 20 18 90.00% 16 14 12 70.00% 10 8 6 50.00% 4 83.69% 2 Week 1 Week 2 Week 3 Week 4 83.04% 83.06% 81.42% 40.00% 60.00% 80.00% AQS Goal 100.00%

Week on Week Pass Rate

Pass Rate 100.00% 90.00% 80.00% 70.00% 60.00% 50.00% 100.00% 40.00% Week 1 Week 2 Week 3 Week 4 83.33% 100.00% 83.33% AQS Goal

Team Team Erlandy Goal

Week 1 83.69% 80.00%

Team-wise AQS Trending Week 2 Week 3 83.04% 83.06% 80.00% 80.00%

Week 4 81.42% 80.00%

Team-wise AQS Trending

100% 90% 80% 70% 60% 50% 40% Team Erlandy Goal

Week 1 83.69% 80.00%

Week 2 83.04% 80.00%

Week 3 83.06% 80.00%

Week 4 81.42% 80.00%

Week 5 80.00%

Team Team Erlandy Goal

Team-wise Pass rate Trending Week 1 Week 2 100.00% 83.33% 80.00% 80.00%

Week 3 100.00% 80.00%

Team-wise Pass Rate Trending

100.00%

90.00%

80.00%

70.00%

Week 4 81.42% 80.00% Goal

60.00% Team Erlandy

Week 1 100.00% 80.00%

Week 2 83.33% 80.00%

Week 3 100.00% 80.00%

Week 4 83.33% 80.00%

Week 4 83.33% 80.00%

Week 5 100.00% 80.00%

Week 4 83.33% 80.00%

STAGE RANGE Point of Aspiration 96.25%-100.00% G1 92.49%-96.24% G2 88.73%-92.48% G3 85.00%-88.72% G4 75.00%-84.99% G5 0.00%-74.99%

Count 0 0 0 1 5 0
6

August Week 1 Count 0.00% 0 0.00% 0 0.00% 0 16.67% 2 83.33% 4 0.00% 0

6

August Week 2 0.00% 0.00% 0.00% 33.33% 66.67% 0.00%

Count 0 0 0 2 4 0
6

Autodesk QA Performance Profile

80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% 96.25%-100.00% Point of Aspiration August Week 1 August Week 2 August Week 3 August Week 4 0.00% 0.00% 0.00% 0.00% 92.49%-96.24% G1 0.00% 0.00% 0.00% 0.00% 88.73%-92.48% G2 0.00% 0.00% 0.00% 0.00% 85.00%-88.72%

STAGE RANGE Point of Aspiration 96.25%-100.00% G1 92.49%-96.24% G2 88.73%-92.48% G3 85.00%-88.72% G4 75.00%-84.99% G5 0.00%-74.99%

Count 0 0 0 2 4 0
6

Team Erlandy 0.00% 0.00% 0.00% 16.67% 83.33% 0.00%

Team-wise QA Performance Profile

50.00% 45.00%

45.00% 40.00% 35.00% 30.00% 25.00% 20.00% 15.00% 10.00% 5.00% 0.00%

96.25%100.00% Point of Aspiration

92.49%-96.24% 88.73%-92.48% 85.00%-88.72% 75.00%-84.99% G1 0.00% G2 0.00% G3 16.67% G4 83.33%

0.00%-74.99% G5 0.00%

Team Erlandy

0.00%

August Week 3 0.00% 0.00% 0.00% 33.33% 66.67% 0.00%

Count 0 0 0 2 3 1
6

August Week 4 0.00% 0.00% 0.00% 33.33% 50.00% 16.67%

mance Profile

85.00%-88.72% G3 16.67% 33.33% 33.33% 33.33%

75.00%-84.99% G4 83.33% 66.67% 66.67% 50.00%

0.00%-74.99% G5 0.00% 0.00% 0.00% 16.67%

0.00%-74.99% G5 0.00%

Agent Name

Phone

Cust. Name

Audit Type

Work Week

Joy Anne Morales Marianne Garcia Rosemarie Sacobo Rodrigo Rodrigo Dixie Ebanit Marianne Garcia Joy Anne Morales Rosemarie Sacobo Dixie Ebanit Rodrigo Rodrigo Joy Anne Morales Rosemarie Sacobo Marianne Garcia Rodrigo Rodrigo Dixie Ebanit Redford Reyes Redford Reyes Redford Reyes Dixie Ebanit Dixie Ebanit Joy Anne Morales Joy Anne Morales Marianne Gracia Rosemarie Socobo Rosemarie Socobo Rodrigo Rodrigo Rodrigo Rodrigo Redford Reyes Redford Reyes Redford Reyes Dixie Ebanit Joy Anne Morales Marianne Gracia Rosemarie Socobo Rodrigo Rodrigo Joy Anne Morales Joy Anne Morales Joy Anne Morales Marianne Gracia Marianne Gracia Marianne Gracia Rosemarie Socobo Rosemarie Socobo Rosemarie Socobo Rodrigo Rodrigo Rodrigo Rodrigo Rodrigo Rodrigo Redford Reyes Redford Reyes Redford Reyes

15108124368 13055290015 16032355095 19372241931 14038009250 15203909533 13103939653 12508287992 13308343801 16505919293 19052704996 18654536311 15308941793 17194595578 14154348462 17057374135 19123545249 19123545249 5089470050 3364343600 17818300301 18005215381 18147238150 18584860900 17783461818 12186341442 14052326141 19123548400 17722193000 15039132644 15185776565 18182659720 19025664966 17187470237 13142317318 14105763868 17155263512 16049414663 16167843500 16162418098 17032896310 13607500399 14017373500 13015272660 16476884115 19797783279 14038725207 18659703131 13308236120 16623245658

CRIVELARI, ARIEL Remote-Recorded LUACES, NICK Remote-Recorded AUBREY, CHRIS Remote-Recorded WILLIAMS, BILL Remote-Recorded KEEVILL, MIKE Remote-Recorded ELDER, DAN Remote-Recorded TOSHACK, JIM Remote-Recorded VITORINO, JUSTIN Remote-Recorded CHAMBERS, CARY Remote-Recorded WESOLEK, CHRIS Remote-Recorded GEJO, IGOR Remote-Recorded JONES, DOYLE Remote-Recorded SWAGERTY, TODD Remote-Recorded ALLEN, SHARON Remote-Recorded BALAGTAS, CHINO Remote-Recorded EISSES, DAN Remote-Recorded FRIEDMAN, MARC Remote-Recorded FRIEDMAN, MARC Remote-Recorded WATSON, EVAN Remote-Recorded ROBERTS, LORI Remote-Recorded WICKS, BERT Remote-Recorded VERKAMP, TIM Remote-Recorded DUNN, KERMIT Remote-Recorded LARSEN, RICK Remote-Recorded TIPTON, DAN Remote-Recorded PALM, BRIAN Remote-Recorded LONGLEY, SEAN Remote-Recorded SPIELBERGER, JOHN Remote-Recorded PUDNEY, BRUCE Remote-Recorded DEFLAMINIS, ALFRED Remote-Recorded STIPANOVICH, GEORGE Remote-Recorded EVANS, DAVID Remote-Recorded BECK, ROY Remote-Recorded HRISTOV, IVAYLO Remote-Recorded HEGGER, ERNIE Remote-Recorded VALIQUETTE, PAUL Remote-Recorded KROENING, SCOTT Remote-Recorded YAZDANIAN, MANDANA Remote-Recorded MCGOVERN, MICHAEL Remote-Recorded SHAFER, LINDA Remote-Recorded COTTEN, ROBERT Remote-Recorded THOMSON, BRYAN Remote-Recorded SOARES, JOE Remote-Recorded SPRANKLE, DAVE Remote-Recorded COOK, RICHARD Remote-Recorded HAIRRELL, BRAD Remote-Recorded J GREGORY, HANDFORD Remote-Recorded HERRING, JAMES Remote-Recorded MAY, JAY Remote-Recorded WALKER, ROBERT Remote-Recorded

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

Dixie Ebanit Dixie Ebanit Dixie Ebanit Dixie Ebanit Joy Anne Morales Joy Anne Morales Joy Anne Morales Marianne Gracia Marianne Gracia Marianne Gracia Rosemarie Socobo Rosemarie Socobo Rosemarie Socobo Rodrigo Rodrigo Rodrigo Rodrigo Rodrigo Rodrigo Redford Reyes Redford Reyes Redford Reyes

18472900272 16153519442 19057610100 14126822121 18605471970 17609429320 18589422929 16153763100 12145749500 13306282600 17818434333 18055414509 12627823600 12122060736 17135549666 14504580600 17247221011 15302225347 17709753933

KENNEDY, DAVID Remote-Recorded BELL, DEREK Remote-Recorded DOOLITTLE, DEBBIE Remote-Recorded FIELDING, JAMISON Remote-Recorded SZCZYPEK, RICHARD Remote-Recorded SHERMAN, STEVE Remote-Recorded BERTOLETTE, DAVIDRemote-Recorded MERCANTE, CYNTHIA Remote-Recorded RING, ADAM Remote-Recorded SUMMERS, PAUL Remote-Recorded HORSFALL, STEVE Remote-Recorded CRIPE, MICHAEL Remote-Recorded HEYRMAN, DON Remote-Recorded NAZAROVA, NATALIA Remote-Recorded V WHITTIE, ANWAR Remote-Recorded DESJARDINS, SERGE Remote-Recorded CONTY, PHILIP Remote-Recorded SHOEMAKER, CHARLES Remote-Recorded COSTARIDES, CATHYRemote-Recorded

3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4

Call ID

Evaluator

Disposition

Team Leader

Total Score

3001315556 3001305585 3001315834 3001316281 3001316361 3001329698 3001331670 3001330329 3001325664 3001331106 3001337372 3001345082 3001343954 3001347814 3001346842 3001326188 3001344783 3001344783 3001403997 3001420895 3001412727 3001421897 3001423428 3001412520 3001426146 3001412197 3001421528 3001410902 3001428775 3001443245 3001393929 3001442023 3001441862 3001444820 3001438373 3001454690 3001501612 3001526763 3001496840 3001515119 3001545634 3001502835 3001526969 3001539375 3001506925 3001527881 3001547404 3001495401 3001514904 3001546635

Felimar Tagavilla Felimar Tagavilla Felimar Tagavilla Felimar Tagavilla Felimar Tagavilla Felimar Tagavilla Felimar Tagavilla Felimar Tagavilla Felimar Tagavilla Felimar Tagavilla Felimar Tagavilla Felimar Tagavilla Felimar Tagavilla Felimar Tagavilla Felimar Tagavilla Felimar Tagavilla Felimar Tagavilla Felimar Tagavilla Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan

Already working Erlandy with VAR Tamayo Will renew under Erlandy 30 days Tamayo Already working Erlandy with VAR Tamayo TeleQualified Lead Erlandy Tamayo Will renew under Erlandy 30 days Tamayo Complete- Novice Erlandy User Tamayo Will renew under Erlandy 30 days Tamayo TeleQualified Lead Erlandy Tamayo TeleQualified Lead Erlandy Tamayo TeleQualified Lead Erlandy Tamayo Will renew under Erlandy 30 days Tamayo Already working Erlandy with VAR Tamayo Complete- Novice Erlandy User Tamayo TeleQualified Lead Erlandy Tamayo Will renew under Erlandy 30 days Tamayo Already working Erlandy with VAR Tamayo Not Interested- Erlandy Too Expensive Tamayo Not Interested- Erlandy Too Expensive Tamayo Will renew under Erlandy 30 days Tamayo Will renew under Erlandy 30 days Tamayo Scheduled Callback Erlandy Requested Tamayo Already RenewedErlandy VAR Tamayo Complete- Renewed Erlandy with Tamayo BDA TeleQualified Lead Erlandy Tamayo Already working Erlandy with VAR Tamayo TeleQualified Lead Erlandy Tamayo Will renew under Erlandy 30 days Tamayo TeleQualified Lead Erlandy Tamayo Already RenewedErlandy VAR Tamayo Already working Erlandy with VAR Tamayo TeleQualified Lead Erlandy Tamayo TeleQualified Lead Erlandy Tamayo Will renew under Erlandy 30 days Tamayo Will renew under Erlandy 30 days Tamayo Not Interested- Erlandy No Need Tamayo Will renew under Erlandy 30 days Tamayo Will renew under Erlandy 30 days Tamayo Will renew under Erlandy 30 days Tamayo Already RenewedErlandy VAR Tamayo Will renew under Erlandy 30 days Tamayo Complete- Novice Erlandy User Tamayo TeleQualified Lead Erlandy Tamayo Will renew under Erlandy 30 days Tamayo Will renew under Erlandy 30 days Tamayo Will renew under Erlandy 30 days Tamayo TeleQualified Lead Erlandy Tamayo Will renew under Erlandy 30 days Tamayo Not Interested- Erlandy No Need Tamayo Already working Erlandy with VAR Tamayo TeleQualified Lead Erlandy Tamayo

4.35 4 4.3 4.05 4.175 4.4 4.3 4.05 3.825 4.125 4.4 4.175 4.3 4.3 4.175 4.3 4.05 4.05 4.25 3.75 4.3 4.425 4.4 3 4.3 4.35 4 4.05 4.25 4.3 4.075 4.4 4.175 4.3 4.125 4.35 4.425 4 4.3 4 4.25 4.025 4.175 4.05 4.05 4.15 4.075 4 4.125 4.025

Total Percentage

87.00% 80.00% 86.00% 81.00% 83.50% 88.00% 86.00% 81.00% 76.50% 82.50% 88.00% 83.50% 86.00% 86.00% 83.50% 86.00% 81.00% 81.00% 85.00% 75.00% 86.00% 88.50% 88.00% 60.00% 86.00% 87.00% 80.00% 81.00% 85.00% 86.00% 81.50% 88.00% 83.50% 86.00% 82.50% 87.00% 88.50% 80.00% 86.00% 80.00% 85.00% 80.50% 83.50% 81.00% 81.00% 83.00% 81.50% 80.00% 82.50% 80.50%

3001538059 3001578946 3001612542 3001626837 3001591326 3001613087 3001637253 3001605630 3001629950 3001644124 3001580956 3001610602 3001634924 3001609213 3001630483 3001646536 3001604652 3001631446 3001644015

Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan Sharon Tan

TeleQualified Lead Erlandy Tamayo TeleQualified Lead Erlandy Tamayo Will renew under Erlandy 30 days Tamayo TeleQualified Lead Erlandy Tamayo TeleQualified Lead Erlandy Tamayo TeleQualified Lead Erlandy Tamayo Already working Erlandy with VAR Tamayo Scheduled Callback Erlandy Requested Tamayo TeleQualified Lead Erlandy Tamayo TeleQualified Lead Erlandy Tamayo TeleQualified Lead Erlandy Tamayo Will renew Online Erlandy Tamayo Already RenewedErlandy VAR Tamayo Will renew under Erlandy 30 days Tamayo TeleQualified Lead Erlandy Tamayo TeleQualified Lead Erlandy Tamayo TeleQualified Lead Erlandy Tamayo Already working Erlandy with VAR Tamayo Scheduled Callback Erlandy Requested Tamayo

4.25 4.25 3.8 4.125 4.125 4.25 4 4.35 4.3 4.425 4.075 4.125 4.125 4.3 4.125 4.425 4.05 4 2.425

85.00% 85.00% 76.00% 82.50% 82.50% 85.00% 80.00% 87.00% 86.00% 88.50% 81.50% 82.50% 82.50% 86.00% 82.50% 88.50% 81.00% 80.00% 48.50%

Rating

Fluency

Clarity

Pass Pass Pass Pass Pass Pass Pass Pass Fail Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Fail Pass Pass Pass Fail Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass

4 3 4 4 4 4 4 3 3 4 4 4 4 4 4 4 4 4 5 4 4 4 5 4 4 5 4 4 4 4 4 4 4 4 4 4 4 3 4 3 4 4 4 4 4 4 4 4 4 4

4 3 4 3 3 5 3 3 3 3 4 4 4 4 3 4 3 3 5 3 4 5 5 4 5 5 4 4 5 5 3 5 5 4 4 5 5 4 4 3 4 4 4 4 4 4 4 4 4 4

Completenes s

Listening

Gaps & Fillers

Call Flow

4 4 5 5 5 4 5 5 4 5 5 5 5 5 5 5 4 4 5 2 4 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 4 4 5 5 4 3 4 3

5 3 5 4 4 4 5 3 4 2 5 3 5 4 4 5 3 3 4 2 4 5 5 4 5 4 3 3 4 4 4 5 4 4 4 0 5 4 4 4 4 4 4 4 3 5 4 4 4 4

4 3 3 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 3 4 3 3 3 0 3 3 3 3 0 3 3 3 3 3 5 4 3 3 3 0 3 3 3 4 3 3 3 4

4 3 4 4 4 5 4 4 3 4 4 4 4 4 4 4 4 4 4 3 3 4 4 4 4 3 3 3 4 4 4 5 3 4 4 4 5 3 4 4 4 3 3 3 3 3 3 4 3 4

Pass Pass Fail Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Pass Fail

4 4 4 4 4 4 4 4 4 4 3 4 3 4 4 5 4 4 4

4 5 2 5 4 4 4 5 4 5 3 5 3 4 4 5 4 3 2

4 5 0 5 5 5 5 5 5 5 4 5 4 5 5 5 5 3 2

5 5 1 5 3 5 3 5 5 5 4 5 5 5 3 5 1 4 1

5 3 0 3 3 4 3 3 3 3 3 3 3 0 0 4 0 3 3

4 4 3 4 3 4 4 4 4 5 3 3 3 4 4 5 3 4 3

. 0

. 0

n was too short. She 4 could have 20.00% informed the customer that 0 they do have 5 an option 4 to get the level 4 of support 4 that will suit their needs be transition statement. 3.5 She occasionally 17.50% used non word fillers. 0 She did not 3 inform the4 customer that 4 the reason3.5 why she will notify the rese ents; however, there 4 was an 20.00% instance wherein it was a bit0 awkward. After 0 learning that 5 the customer 4 is already 4 in contact with the reselle en if the customer 3.5 advised that 17.50% the renewal is not yet on their 3 radar because 0 they still 5 have more than 4 a month 3.5 before the renewal. She p . It would have been 4 better20.00% if he takes note of the information 0 from the 3 customer and 3 mirrors it back 4 to the customer. 3.5 He can improve ho on benefits that the 4 customer 20.00% can use. She can state the 4 benefit of the0cloud storage 4 or flexible licensing. 4 She did 4 not verify the email add The answer given 4was straight 20.00% to the point ; however, it 0 can be improved 5 with the use 4 of proper 4 transition statement 4 as she moves to ea a bit awkward. One 3 of them 15.00% was when she delivered her usual 0 pleasantries 0 after getting 4 the customer's 4 name. 4 She asked the customer to ng about updates and 3 getting 15.00% an access to the SC was not0 explained thoroughly. 3 The4 flow of the call 4 could have 3.5 been improved with the u e was acceptable. 3.5 She asked 17.50% the customer to repeat the office 0 address0 before finally 5getting it. She 4 was not clear 4 when she asked for the The call was complete; 4 she appropriately 20.00% answered the inquiries. 0 There0 were just some 5 transition 4 statements that 4 are awkward. s, but the customer 3.5 was able 17.50% to tolerate it. The call was complete; 0 however, 0 she still4asked clarifying 4 question even 4 if the customer menti n word fillers. The4 call was complete. 20.00% She used transition 0 statements, but 0 some of them 5 may have 4 been a bit awkward. 4 Her response was 4 straight to 20.00% the point although it might have 5 been too0short. She occasionally 4 uses 5 non word fillers, 4 and some of her tran not go straight to 3.5 the point; 17.50% he was too wordy when he explains, 0 and it 4times the message 4 was not 5 very clear. The 4 call was complete. Dixi nd he asked well probing 4 questions. 20.00% He occasionally used 5 non- word fillers. 0 Used transition 4 statements 4 but some 4 of them may have been mer advised that they 3.5 are not 17.50% sure if they can afford it. He0used it transition 3 statement, 4 but it was 3 awkward. He 3.5 answered the question cor mer advised that they 3.5 are not 17.50% sure if they can afford it. He0used it transition 3 statement, 4 but it was 3 awkward. He 3.5 answered the question cor lly paraphrased the 4 customer's 20.00% responses. - The customer 5mentioned that 5 he will renew 4 online and 4 the paraphrased 4 it as "so you will rene the need of the customer 3 to 15.00% renew the support. He acknowledged 3 the3need of the customer 3 but 4 did not make3 any clarification if she has ce if the customer4would like 20.00% to renew the support when 4 the customer4already said 4 they are going 4 to renew. Her 4 confirmation response w ses are complete She 4 immediately 20.00% understood what the customer 5 mentioned 0 There5 "well" "oh" seemed 4 to be4.5 her crutchesThe trasnsition hey renew. She discussed 4 the 20.00% details showing on file. She5 asked good probing 0 questions 4 . Non word 4 fillers were4 observed when she discus he timeframe as teo 4 whne they 20.00% are going to renew. She need 5 to ask quesetions 0 for basic 4 instructions 4 or information 4 provided by the custo te the internal assessment 4 She 20.00% understood the customer's 5 issues quickly. 0 There were 4 non word fillers 4 observe in 4 the call The transition sta ssessment for tele 4qualified 20.00% leadHe asked good probing questions 4 but 3 need to ask again 4 on what 4 the customer4instructed. Transition state eemed to have asked 3.5 the same 17.50% question when the customer 0 already told 0 him that he 4will renew on 3 lineObserve 3.5 non-word fillers in the cal ternal assessment 3.5 in the callHe 17.50% needs to ask the same questions 0 before 0 finally getiing 3 itThere were 4 non=-word 3.5 fillers observed in the call. d the internal assessment 4 in20.00% the call He ask probing questions 5 for basic information 0 There 4 were non 4 word fillers 4 in the callThe transition sta in the call The agent 4 seemed 20.00% to paraphrase the responses4of the customerObserve 4 non-word 4 fillers 4 in the callTransition 4 statement used ar g windedHe completed 4 the 20.00% internal assessment He asked5 probing questions 0 on basic 4information 3 provided by 3.5 the customer. Transitions us She understood the 4 concerns 20.00% of the customer and probed 5 on some vague 0 informtion 4 There were4 non word fillers 4 in the call . She also use e required internal 3.5 assessment. 17.50% She seemed to paraphrase 0 the responses 0 of the customer. 4 Observe 4 non-word fillers 4 in the callShe could u necessary interanl 4 assessment 20.00% in the call. She could probe5 on vague information 0 in the 4 call. (ask if they 4 receive any 4 notification) Observe no able to complete 3.5 the necessary 17.50% internal assessment in the 5 call He seem 0 to paraphrase 4 the information 4 provided 4 by the customer Observe t completed the verification 4 20.00% stage. The transition from verification 0 of authority 0 to discussion 4 of subscription 4 seemed 4 to be awkwardNon w 4.5 There were 22.50% some small gaps observe 0in the call 0 4 4 4 ntact on file. The3.5 answers are 17.50% straight but seemed to be too 0 short Observe 3 oh as crutch 4 Transition4seemed to be 3.5a bit awkward. There we e too shortThere were 4 phrases 20.00% that were generally paraphrased 0 Observe 0 non word fillers 4 and crutch 4 word "thank 4 you" Transition seemed g winded She completed 3.5 the 17.50% internal assessment Some details 0 were generally 0 paraphrased 4 Observe 3 non word 3.5 fillers Transitions seemed to short She completed 4 the internal 20.00%assessment She seemed 0 to generally 0paraphrase the 4 details Observe 4 fillers in 4the call Transition seemed eemed to be too short 4 She completed 20.00% the internal assessment 0 Some phrases 3 were generally 4 paraphrased 4 She could 3.5 use transitional phrase uss further the benefits 3.5 of renewing 17.50% with a reseller. Some 0details were 0 generally paraphrased 4 Observe 4 non word 4 fillers in the call She coul he could discuss further 3.5 the17.50% importance of having a reseller 0 Some details 0 were generally 3 paraphrased 4 Observe3.5 non word fillers She could u ssessment Customer 3.5 expressed 17.50% his frustration when they 0 were not informed 3 by Autodesk 3 and was 4transferred 3.5 to a reseller without them k mpleted the internal 4 assessment 20.00% He was able to understand 0 the need of 0 the customer 4 Observe non 4 word fillers 4 in the call He could use tr a bit further how 3.5 can the customer 17.50% locate a resellerThe details 0 seemed 0 to be generally 4 paraphrased 4 Observe non 4 word fillers in the call H dress the issues at 3.5 handHe seemed 17.50% to generally paraphrase 0 some information 3 provided 4 by the customer 4 Observe 3.5non word fillers Transitio e provided (customer 3.5 works 17.50% directly with Autodesk) He seemed 0 to generally 0 paraphrase 4 information 4 provided Observe 4 non word fillers in he notes portal do 3.5 not show 17.50% any documentation about the 0 call made. The 0 information 4 provided by 4 the customer 4 was generally paraphrase

TP Overall Score

TP Percentage

Comment

Reading Emotions

Rapport Building

Call Control

Confidence

IA Overall Score

short he could include 4 the 20.00% number of seats while he was0 discussing the 0 details of the 4 expiring subscription 4 The4transition seems to be a b f renewing their subscription 4 20.00% He completed the internal assesmentHe 0 understood 0 the 4 customer 's4 responses immediately 4 Observe non wo not using the license 3 in their 15.00% office and mentioned something 2 about another 0 location. 4 He could use 3 transition to 3 let the customer know th leted the interanl 4 assesment 20.00% and further discussed the renewal 0 process 0 as well as changing 3 the email 4 since the 3.5 customer has a new email s to compelte what 3.5the rep17.50% was saying. She completed the 0 internal assessmentObserve 0 4 that some 4 questions were 4 asked more than twice oo short She completed 4 the 20.00% internal assessmentShe understood 4 the need 0 of the customer 4 Observe 4 crutch on not 4 a problem Transisitoin out blank sentences. 3.5 She was 17.50% abel to complete the internal 0 assessmentShe 0 could try4using probing 4 questions since 3.5 there was a glitch on th mpleted the internal 4 assessment 20.00% She understood the information 0 provided 0 by the customer 4 Observe 4 non word fillersThere 4 were times the pleted the internal 4assessment 20.00% She uderstood what the customer 0 need. 0 Ob serve non 4 word fillers 4 in the call. Some 4 transition used seem ti pleteShe completed 4.5 the internal 22.50% assessment She understood 0 what the0 customer needs 4 Observed4 non word fillers 4 She kpet the customer ed to be too short 3.5 She seemed 17.50% to generally paraphrase the 4 responses of 3 the customer 4 Observed non 3 word fillers 4 in the call She could trans n She completed 3.5 the internalk 17.50% assessment She understood 0 what the customer 0 needs 4Observe non 4word fillersShe 4 could use transitional ph tShe completed the 3.5internal17.50% assesment but was not thoroughly 0 explained 4 She understood 4 the query 3 of the customer 4 Observe non word fi nformation provided 4 seemed 20.00% to be too shortHe completed 0 the internal0assessment in 4 the call Understood 4 what 4the customer need too short He completed 4 the20.00% internal assesment He had to0ask questions 0 before finally 3 getting itThe 4 transition used 3.5 seemed to awkward at internal assessment 4.5 and explained 22.50% thoroughly the process 0 of renewing 4He understood 5 the need of 4 the customerObserve 4 crutche on "actu ent. He could use3.5 probing questions 17.50% since the customer mentioned 2 that 3 the authority 4 of making decisions 4 over 3.5 the renewal is through the rn of the customer 3.5The agent's 17.50% responses seemed to generally 0 paraphrase 0 the customer's 4 concernObserved 3 non 3.5 word fillers in the call Th M He seemed not 2.5 focused on 12.50% the matter at hand. Observe 2 non word fillers 3 in the callHe 1 could use 3acknowledging 3 remarsk like: I understa

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Comment

G&W Over-all Word Usage

Rules

nt sounded tentative. 20.00%This was when she asked 0 clarification 0 what the customer 0 meant 0 that the renewal 0 is now being 0 processed for budge confident; although 17.50% there may have been moments 4 when the 0 agent sounded 0 tentative. 0 0 0 She sounded 20.00% confident and had full control 4 of the call. 0 0 0 0 0 ever, she could have 17.50% been more conscious of the 4 time because 0 there was 0an instance wherein 0 the customer 0 was 0 hurrying to end the conv d like the caller 17.50% was taking control of the call.4 The agent fulfilled 0 the customers' 0 emotional 0 needs and 0 was able to 0 lead the caller to a solu en the customer 20.00% said that he's been using AutoCAD 4 for 20 years 0 and pretty 0 much now0everything about 0 it. She could 0 have acknowledged ged the customer's 20.00% concern and was able to control 0 the flow 0 of the conversation 0 0 0 0 confident, although 20.00% there may have been moments 0 when 0 the agent sounded 0 tentative. 0 0 0 and the apology 17.50% sounded perfunctory. The customer 3 advised 0 that he hasnt 0 received the 0 updates every 0 since he got 0 the software. dent, although 20.00% there may have been moments 4 when the agent 0 sounded0tentative. 0 0 0 ect, but it was very 20.00% good. Joy fulfilled the customers' 0 needs. 0She generally 0 sounded confident. 0 0 0 The conversation 20.00% was good and she generally4 sounded confident. 0 0 0 0 0 d full control of the 20.00% call. She was confident in 4 dealing with the 0 customer.0 0 0 0 y good. She fulfilled 20.00% the customers' needs and 4 was able to 0 lead the caller 0 to a solution. 0 She was very 0 confident. 0 on how to get information 20.00% about their subscription. 4 He generally 0 sounded 0 confident, 0 although there 0 may have been 0 moments when the t, although there 20.00% was a moment when he sounded 4 tentative. 0 It was when 0 the customer 0 advised that 0 they are now 0 dealing with a differen cked the human 17.50% touch considering the reason 4for not renewing. 0 His apology 0 doesn't sound 0 sincere 0 enough. 0 cked the human 17.50% touch considering the reason 4for not renewing. 0 His apology 0 doesn't sound 0 sincere 0 enough. 0 perfect because 20.00% of minor opportunities on the4 listening part0but he was able 0 to get it the 0 second timeHe 0 is generally 0 confident but there ar owever, he seem15.00% to feed the customer with the 4 responses in 0wherein the0 customer shold 0 be the one 0answering it. 0He is generally friendly, u on every information 20.00%she gets from the customer. 4 She was 0able to fulfill0the customer's 0 need but she 0 tends to confuse 0 the customer. She ell and knows what 22.50% to sayShe is generally confident 4 but she0seemed to sound 0 tentative 0 when it comes 0 to the subscription 0 on file. s whne she sounded 20.00% tentative. Theninteraction 5 was not perfect 0 that was0caused by small 0 gaps and fillers 0 in the call. 0 stomer.The interaction 20.00%was not perfect but the 4call was good. 0 She seemed 0 to be tentative 0 at times. 0 0 he interaction seemed 20.00%perfect except for the gaps 4 observed 0in the call. The 0 agent was 0 generally confident 0 however, 0 she tends to sound ten he interaction was 20.00% not perfect due to a bit frustration 5 seen0 in the call. He 0is generally confident 0 but 0 there are times 0 when he sounded tent ct but he was bale 17.50% to get the information necessary 4 in the callHe 0 sounded 0 unsure in the 0 call. 0 0 ent should let the 17.50% customer speak first especially 4 if he is giving 0 out informationHe 0 sounded 0 tentative 0 0 mer's emotionsThe 20.00% interaction was not perfect4 but it was very 0 good He sounded 0 tentative 0 at times. 0 0 tomer's emotions 20.00% but tends to become overly4 politeHe tends 0 to over apologize 0 0 0 0 teraction was not 17.50% perfect but it was goodHe sounded 4 unsure 0 at times 0 0 0 0 s not perfect but 20.00% it was goodShe is confident but 5 she sounded 0 tentative at 0 times. 0 0 0 action was not perfect 20.00% but it was goodShe sounded 4 tentative 0 in the call. 0 0 0 0 interaction was 20.00% not perfect but good she sounded 4 tentative 0at times 0 0 0 0 he interaction was 20.00% not perfect but goodAgent4souded tentative. 0 0 0 0 0 on was not perfect 20.00% but good She sounded tentative 4 but generally 0 confident. 0 0 0 0 e agent sounded 20.00% tentativeThe interaction is not 4 perfect but0good. 0 0 0 0 hnicalities observed 17.50% by the speakerThe interaction 4 was not 0 perfect but good 0 She sounded 0 tentative0 0 ve when asking 20.00% for the new contact handling the 4 renewal Interaction 0 is not 0 perfect but 0good 0 0 The interaction 17.50% is not perfect but not good She 4 seemed unsure 0 0 0 0 0 Interaction was 20.00% not perfect but good She sounded 4 tentative 0 0 0 0 0 matter of fact The 17.50% interaction was not perfect3 but good She0sounded tentative 0 0 0 0 nteraction was not 20.00% perfect but good She sounded 4 tentative 0 in the call 0 0 0 0 uld let the customer 17.50% speak first or finish firstShe 4 is generally 0 confident 0 0 0 0 oo matter of fact. 17.50% Observed overtalking in the4 call He is generally 0 confident. 0 0 0 0 Interaction is not 20.00% perfect but good The agent sounded 3 tentative 0 0 0 0 0 tion was not perfect 20.00% but good He seemed to be 4 tentative on 0 his responses 0 0 0 0 o matter of fact 17.50% There were interruotions in the 4 call The agent 0 sounded tentative 0 0 0 0 Interaction was 20.00% not perfect but good He sounded 4 tentative 0 0 0 0 0 the interaction is 20.00% not perfect but good he is generally 3 confident 0 0 0 0 0

Prepositions & Pronouns

Rules Misc

Sentence Construction

interaction was20.00% not perfect but very good He 4 is generally confident 0 0 0 0 0 not perfect but20.00% it was good He sounded tentative 4 at times 0 but generally 0 confident. 0 0 0 ot perfectThe agent 15.00% seemed unsure which was 4 hidden on the 0 rep's response 0 "Thank you 0 for that question" 0 as well 0 as on the pauses that h erve interruption 17.50% in the call He seemed to sound 4 tentative at 0 times. 0 0 0 0 interaction was 20.00% not perfect but good She sounded 4 tentative 0at times 0 0 0 0 atisfied when he20.00% did not receive the upgrade he 4 needs for the 0 load Interaction 0 was not0perfect but good 0 She tends 0 to be tentetive at times n was not perfect 17.50% but good Generally confident 4 but sounded 0tentative at times 0 0 0 0 ation was not perfect 20.00% but good The agent sounded 4 tenetative 0 at times 0 0 0 0 Interaction was 20.00% not perfect but good She sounded 4 tentative 0 0 0 0 0 t perfect but goodGenerally 20.00% sounded confident 4 but at times 0she sounded0tentative 0 0 0 tisfied with the services 20.00% they get
She sounded 4 too matter of0 fact
The interaction 0 was not 0 perfect but0 its good
She sounded 0 unsure in the ca The interaction was 20.00% not perfect but good She sounded 4 tentative 0 0 0 0 0 enerally friendly 20.00% Interaction not perfect but good 4 She sounded 0 unsure 0 0 0 0 eraction was not20.00% perfect but good The agent sounded 4 tentative 0 at times 0 0 0 0 er talking / interruption 17.50% in the callConfident but 4 sounded tentative 0 at times 0 0 0 0 endly He had full 20.00% control of the call There are times 4 the agent 0 sounded tentative 0 0 0 0 omer. He seemed 17.50% to be too matter of factThe 4 interaction was 0 not perfec 0 t but was good. 0 He sounded 0 tentative at0times Interaction was 17.50% not perfectHe seemed unsure 4 of his next pitch 0 0 0 0 0 apologize for overlooking 15.00% the reseller part on4 his data. Solutions 0 were not 0 reached, the 0 customer was 0 frustrated 0 over what the rep dellive

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were minor errors but 0 in general, 4 does not lead 8.00% to disrupt the call flow and 4 does not result 5 in any communication 4.5 9.00% breakdown. ome minor errors, but 0 in general, 4does not lead 8.00% to disrupt the call flow and 4 does not result 3 in any communication 3.5 7.00% breakdown. 0 4 8.00% 0 5 4 4 8.00% rrors that were a bit 0 noticeable, 4 but in general, 8.00% does not lead to disrupt the 4 call flow and 4 does not result 4 in any 8.00% communication breakdow some minor errors,0but in general, 4 does not8.00% lead to disrupt the call flow and 4 does not result 5 in any communication 4 8.00% breakdown. 0 4 8.00% 0 5 5 5 10.00% 0 4 8.00% 0 4 4 4 8.00% 0 4 8.00% 0 4 4 4 8.00% the customer feel the 0 need to have 3 the speaker 6.00% rephrase what he said originally. 4 There 4 were times4 that the customer 8.00% asked him to repea r errors that were a 0 bit noticeable, 4 but in general, 8.00% does not lead to disrupt 3 the call flow 4 and does not 3.5result in any 7.00% communication breakd rors that were a bit0noticeable, but 4 in general, 8.00% does not lead to disrupt the 5 call flow and 5 does not result 5 in any10.00% communication breakdown 0 4 8.00% 0 4 5 4 8.00% 0 4 8.00% 0 4 5 4 8.00% 0 4 8.00% 0 4 5 4 8.00% 0 4 8.00% 0 4 4 4 8.00% 0 4 8.00% 0 4 5 4 8.00% 0 4 8.00% 0 4 4 4 8.00% 0 4 8.00% 0 4 4 4 8.00% equire clarification 0 from the customer. 4 Do you 8.00% recall receiving an emailed 4notification from 3 Autodesk? 3.5 On behalf 7.00% of Autodesk, I wuold like 0 Had minor errors 4 in sentence 8.00%construction, but generally 3 did not disrupt 4 the call. 3.5 7.00% There 0 were minor 4 errors on 8.00% sentence cosntruction that4 do not require 5 clarification. 4 8.00% There were 0 minor errors 4 on sentence 8.00% contruction but do not need 4 clarification 5 from the customer. 4 8.00% 0 5 Minor 10.00% errors are not noticeable in4the call 4 4 8.00% There were 0 noticeable 4 errors on 8.00% word usage but do not require 3 clarification 3 from the customer. 3 6.00% There were minor errors 0 on word 4 usage and 8.00% sentence construction that do 4 not require 4 clarification 4 from the customer. 8.00% 0 5 Minor 10.00% errors are not noticeable in 4 the call. 3 3.5 7.00% 0 Minor errors 4 that are 8.00% not nothat will expires on to 4 give you a reseller 3 3.5 7.00% There were 0 minor errors 4 on wordusage 8.00% and sentence construction 4 that do not 4 require clarification. 4 8.00% Minor errors 0 on word usage 4 and sentece 8.00% construction are noticeable 3 but do 4 not require clarification 3.5 7.00% Minor errors 0 on word usage 4 and sentence 8.00% construction are noticeable 4 but do not 4 require clarification 4 8.00% Observed minor 0 error on 4 the sentence 8.00% construction but do not require 3 clarification 3 from the3 customer. 6.00% 0 5 Minor 10.00% errors are not noticeable in4the call 4 4 8.00% There 0 were minor 4 errors in8.00% the call that do not require clarification 4 from 4 the customer 4 8.00% Minor errors 0 are noticeable 4 but do 8.00% not require calrification from 4 the clarification 4 from the4customer 8.00% Observe minor errors 0 on sentence 4 contruction 8.00% and word usage but do4not require clarification 3 from 3.5 the customer 7.00% There were 0 errors that4are noticeable 8.00% in the call but do not requrie 4 clarfication 5 from the 4.5 customer. 9.00% There were 0 minor errors 4 that are 8.00% noticeable but do not require 4 clarification 5 from the customer. 4 8.00% 0 Minor 4 errors that 8.00% are noticeable do not require 3 clarification. 4 3.5 7.00% 0 Minor 4 errors 8.00% are noticeable but do not require 4 clarification 4 4 8.00% 0 Minor 4 errors that 8.00% are notceable do not require 3 clarification 4 3.5 7.00% 0 minor 4 errors noticeable 8.00% need no clarification 4 from the customer 3 3.5 7.00% customer expressed 0 his difficulty 3 understanding 6.00% the agent when she asked 4 if the customer 3 received 3.5a notification 7.00% email. 0 Minor errors4 that are noticeable 8.00% do not require clarification 4 from the 4 customer.4 8.00% There were 0 minor error 4 on sentence 8.00% construction that is noticeable 4 bu do not 4 require clarification 4 8.00% 0 4 There 8.00% were minor errors on word 4 usage 4 4 8.00% e sentence contruction 0 and how3the agent 6.00% delivered the question the customer 4 feel the 3 need to have 3.5 the agent 7.00% repeat the question 0 Observe minor 4 errors in 8.00% the call that need no calrification 3 from the 3 customer 3 6.00% 0 4 Minor errors 8.00% noticed do not require calrification 3 4 3.5 7.00% 0 Observe 4 minor errors 8.00% in senetence construction 3 and word 4 usage 3.5 7.00% 0 3 Seemed to 6.00% have lapses in constructing3a sentence 4 3.5 7.00%

Sentence G&W Overall Construction Score

G&W Percentage

Comment

Pace/Intonati Misc. Voice on Elements

SP Overall Score

SP Percentage

There 0 were minor 4 errors in 8.00% the call that is noticeable but 3 do not require 4 clarification 3.5 7.00% There were 0 minor errors 4 on sentence 8.00% construction but do not require 3 clarification 4 from the 3.5 customer7.00% but do not require calrification 0 from 4 the customer 8.00% we just wanna make sure 3 if you're fully 5 aware about 4 this (this 8.00% was repeated twice)in cas 0 Minor 4 errors are 8.00% noticeable but do not reurequire 3 clarification 4 3.5 7.00% 0 Minor4 errors on sentence 8.00% construction do not 3 require clarification 4 3.5 7.00% Minor errors 0 on sentence 4 construction 8.00% is noticeable but do otr equire 3 clarification 4 rom the 3.5 customer 7.00% 0 Minor 4 errors 8.00% are noticeable but do not require 3 clarification 5 3.5 7.00% There 0 were minor 4 errors 8.00% in sentence construction that 4do not require 5 clarification 4.5 9.00% Minor 0 errors in sentence 4 construction 8.00% but do not require 4 calrification from 4 the customer 4 8.00% 0 Minor errors 4 observed 8.00% are noticeabe but do not 4 require clarification 4 4 8.00% nstruction are noticeable 0 but do 4 not require8.00% clarification from the customer.Will 3 you able 3 to receive 3 the notification 6.00% Regarding on that rene Minor 0 error in 4 sentence construction 8.00% are noticeable but 3 do not require 4 calrification 3.5 7.00% Minor 0 errors do 4 not require 8.00% clarification
We're calling to 4 remind about 3 the renewal 3.5 7.00% Minor errors 0 in sentence4construction 8.00% was observed but do notrequire 4 clarification 4 from the 4 customer. 8.00% 0 Minor 4 error in sentence 8.00% construction do not require 4 clarification 3 3.5 7.00% 0 Minor errors 4 observed 8.00% are noticeable but do not 4 require clarification 4 4 8.00% 0 Minor errors 4 are noticeable 8.00% but do not require clarficationRegarding 4 4 with your 4 8.00% There were 0 minor errors 4in sentence 8.00% construction that do not require 4 clarification 3 from the 3.5 customer.7.00% Minor 0 errors in 4 sentence construction 8.00% were observed but 4 do not require 4 clarification 3.5 7.00%

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lapses , but does not cause clarifications 5 from5the customers 5 or interference 5 with understandability. 5 5 5 and tone. She sounded very bubbly 5 at the start 5 of the conversation, 5 and 5it eventually5 fades. There 5 was event a point 5 wherein she sounde pleasant although this was not sustained 5 during 5 the whole 5 call. 5 5 5 5 ant tone of voice; however, there 5 were occasional 5 lapses. 5 5 5 5 5 ning the neutral accent, but does 5not cause clarifications 5 from 5 the customers 5 or interference 5 with understandability. 5 5 nt tone of voice and match her pacing 5 to the customer. 5 5 5 5 5 5 e changed. It was when she discussed 5 how the 5 customer can 5 check the details 5 of their 5subscription5 and how they 5 can renew. ns from the customers or interference 5 with understandability. 5 5 Her voice was 5 generally 5 pleasant although 5 this was5not sustained during the prompting customers to ask for5clarification. 5 His voice was5generally pleasant 5 although 5 this was not 5 sustained during 5 the whole call. were times that she stuttered but 5 generally it5 was not distracting. 5 5 5 5 5 ne of voice, and she matched her 5pacing with the 5 customer. 5 5 5 5 5 cent, but does not cause clarifications 5 from the 5 customers or 5 interference 5 with understandability. 5 She 5 has a pleasant 5 tone of voice. does not cause clarifications from 5 the customers. 5 When she 5 discussed the 5 subscription 5 benefits, the 5 pace was a bit 5 fast. not cause clarifications from the 5 customers. She 5 has a pleasant 5 tone of voice. 5 5 5 5 but does not cause clarifications 5 from the customers. 5 Voice5 was generally 5 pleasant although 5 this was 5 not sustained 5 during the whole call. e neutral accent but he is at the 5 pacing was right 5 and he has 5 a pleasant tone 5 of voice. 5 5 5 e neutral accent. Voice was generally 5 pleasant5 although this5was not sustained 5 during the 5 whole call. 5 5 e neutral accent. Voice was generally 5 pleasant5 although this5was not sustained 5 during the 5 whole call. 5 5 ure, working but did not require clarification 5 from 5 the customer. 5 Observe5 stuttering in the 5 call. 5 5 to clarify the question asked. The 5 voice is not 5 distracting but 5 as not sustained 5 all through 5 out the call. 5 5 sional lapses on the accent. Voice 5 is pleasant.5 5 5 5 5 5 require clarification from the customer. 5 The voice 5 is generally 5 pleasant. 5 5 5 5 require clarification from the customer. 5 Voice5 is generally pleasant 5 but this 5 was not maintained 5 in the 5 call. 5 ffort to understand the rep. There 5 were times 5 the agent stuttered 5 in the call. 5 5 1 1 o not require clarification The voice 5 wsa generally 5 pleasant but 5 at times it5tends to sound 5 shrill. 5 5 aining the neutral accentThe voice 5 inconsistent 5 he tends to5sound shrill. 5 5 5 5 equire clarification from the customer. 5 The agent 5 was observe 5 to stutter in 5 the call. 5 5 5 arification from the customerThe5voice was generally 5 pleasant 5 but was not 5 sustained in 5 the whole call. 5 5 sistency on the accent Voice was 5generally friendly 5 but this5 was not sustained 5 5 5 5 o not require clarification Voice was 5 pleasant but 5 was not sustained 5 in the 5call. 5 5 5 m the customer. Pacing seemed 5 tobe incnsistent 5 as well. The 5 agent seemed 5 to stutter 5 in the call. 5 5 to maintaining the neutral accent 5 The voice was 5 not sustained 5 in the call 5 5 5 5 s the disclaimers in the call. She 5 has apleasant 5voice but this 5 was not maintained 5 in the 5 call. 5 5 nciation lapses in the call Voice seemed 5 shrill at 5 times. 5 5 5 5 5 noticeable but do not require clarification 5 Observe 5 stuttering 5 in the call. 5 5 5 5 ciation lapses that do not require 5 calrification5from the customer 5 5 5 5 5 ere minor lapses on the accent that 5 appears to 5 mimic foreign 5 accent. 5 5 5 5 annot sustain in the callShe sounded 5 pleasant5but was not 5 sustained in the 5 call. 5 5 5 t sustained in the call There were 5 minor lapses 5 in pronounciation 5 5 5 5 5 sistent through out the call Voice5is generally pleasant. 5 5 5 5 5 5 clarification from the customerObserve 5 that the 5 agent seemed 5 to stutter5in the call. 5 5 5 need no clarification from the customer 5 Observe 5 that the agent 5 stuttered 5 in the call. 5 5 5 on and accent Voice is generally pleasant 5 but was 5 not sustained 5 in the call 5 5 5 5 ciation and accent lapses Voice is 5 generally pleasant 5 5 5 5 5 5 ciation lapses in the callVoice was 5 not sustained 5 in the call 5 5 5 5 5 n lapses in the call The agent seemed 5 to stutter 5 in the call 5 5 5 5 5 g and was not sustainedThe agent 5 seemed to stutter 5 in the call. 5 5 5 5 5 and pronouncistion lapses Voice 5 generally pleasant. 5 5 5 5 5 5 was not sustained The coice is generally 5 pleasant 5 5 5 5 5 5 cy in pronounciation and accent 5 Voice generally 5 pleasant 5 5 5 5 5

Use Vulgar or Abusive

Show Rudeness

Identify and confirm the

Attempt to Appropriately Use approved collect and disposition call

Provide customer

ation is inconsistent Voice is pleasant 5 but was5 not maintained. 5 5 5 5 5 to make the customer ask for clarification 5 Voce 5 was generally 5 pleasant but 5 was not maintained 5 in the 5 call. 5 nt seemed to mimic foreign accent 5 but was not 5 abel to sustain 5 it. 5 5 5 5 o rephrase the question asked or 5the information 5 provided 5 Voice is generally 5 pleasant 5 but what not 5 sustained in the 5 call. clarification from the customerVoice 5 was generally 5 pleasant 5 however the 5volume was 5 not sustained. 5 5 lapses on accent Voice was generally 5 pleasant 5 5 5 5 5 5 accent and pronounciation Voice5was generally 5 friendly. 5 5 5 5 5 ronounciation is observed Voice5is generally pleasant 5 5 5 5 5 5 id impact the callVoice was pleasant 5 but was 5 not maintained 5 in the call 5 5 5 5 n pronounciation observedVoice 5 generally pleasant. 5 5 5 5 5 5 nciation lapses. Suitable accent was 5 not maintained. 5 Stuttering 5 was also 5 observed in the 5 call. 5 5 d the accent is interchageable Voice 5 was generally 5 pleasant 5 but was not maintained. 5 5 5 5 pses Agent seemed to stutter while 5 discussing 5the agent's role 5 5 5 5 5 aintaining the suitabl accentVoice 5 was generally 5 pleasant but 5 was not maintained 5 in the 5 call. 5 5 o not require clarification Observe 5 stuttering while 5 asking the 5 verification5 questions. 5 5 5 n lapses in the call Voice was pleasant 5 but was 5not maintained. 5 5 5 5 5 r errors in prononciation Voice was 5 generally pleasant 5 5 1 5 5 5 as not maintained The agent seem 5 to stutter on 5 some areas 5 of the call. 5 5 5 5 on but do not require clarification 5 Voice was generall 5 pleasant 5 but was not 5 maintained. 1 5 5

5 Joy followed 5 the 30.00% process and tagged the proper 0 call disposition. 0 5 5 30.00% 0 0 0 5 Rose 5 followed the 30.00% process and tagged the proper 0 call disposition. 0 5 5 Donna 30.00% followed the process in tagging 0 a lead 0 5 5 30.00% 0 0 0 5 5 30.00% 0 0 0 5 5 30.00% 0 0 0 5 5 30.00% 0 0 0 5 5 30.00% 0 0 1 5 5 30.00% 0 0 0 5 5 30.00% 0 0 0 5 5 30.00% 0 0 0 5 5 30.00% 0 0 0 5 5 30.00% 0 0 0 5 5 30.00% 0 0 0 5 5 30.00% 0 0 0 5 5 30.00% 0 0 0 5 5 30.00% 0 0 0 ble to forward it to5their accounts 5 department 30.00% and had the0 approval to renew it but he 0 wasn't able to get online to renew their support. H er mentioned that 5 they renew their 5 support 30.00% direct with Autodesk 0 wherein they receive 1 a call and they renew it. She initiated to renew th rsion. He said that 5 they haven't 5 used their 30.00% subscription account 0 and haven't download 0 the latest version. The CRM shows that the custom 5 5 30.00% 0 0 0 5 5 30.00% 0 0 0 5 The agent did1not ask when 6.00% will the customer renew their 0 subscription. 1 at renewing their subscription 5 and 5 making30.00% changes on the 0 subscription they had but its 0 a matter of cost. They are already in contact with to renew their support 5 but haven't 5 reached 30.00% their reseller yet. 0 He mentioned that they 0 have 3 projects and he is not sure which is which. firmed that they are 5 going to renew 5 their support. 30.00% The customer 0 wants to renew direct 0 online although he has reseller that can also renew Customer confirmed 5 that they 5 will renew 30.00% before their expiration 0 date. He would like 0 to have their reseller to contact them for the rene entioned that he already 5 renewed 5 through 30.00% their local vendor. 0 He provided the name of 0 the new contract manager as well as his email add their support he mentioned 5 that 5he is already 30.00% working with 0their reseller. He said that 0he is not looking at adding more seats and weighin confirmed that he is 5 the person in 5 charge and 30.00% that he receive 0 a notification from their0 Autodesk. He agreed to have a reseller contact them Customer mentioned 5 that they are 5 going to 30.00% renew the support 0 and he already receive 0 the notification but the funds is not available at th 5 Customer would 5 like to 30.00% know why do they 0 need to renew. He mentioned 0 that he is not interested on the 5 Customer 5seemed not 30.00% sure about their 0 renewal. He would like 0 to know the pricing for the renewal. y. New contact mentioned 5 that 5 he hasn't received 30.00% any renewal 0 notification from Autodesk. 0 he added that they will not renew the subscri of the upcoming renewal 5 of their 5 support.30.00% However he did0not recall receiving an email 0 about the notification. He said that he will renew Customer5requesting for 5 the notification 30.00% to be sent 0 to him. He sadi that he is0 not quite sure if he is goig torenwe the support. mer did not receive 5 any email notification. 5 30.00% She seemed not0aware of the expiration. She 0 mentioned that she cannot asnwer if they are go o longer with the company 5 acquired 5 new contact 30.00% information. 0 She mentioned that they 0 already renewed their subscription and updated t Contact is aware of 5 the expiration 5 but she30.00% has several renewals 0 as of the moment but 0she's not sure as to whne will they renew their sup Customer said 5 that he can 5 access the 30.00% subscription center. 0 He added that he will 0 not require the other benefits of the subscription. Customer 5 mentioned 5 that he 30.00% do not have the 0time to answer survey questions 0 but he will contact his reseller on this. g on renewing their 5 subscription. 5 He said that 30.00% they haven't0 made any arrangements with 0 their reseller on file because they are looking at Customer 5 mentioned 5 that he 30.00% is not aware of 0 the upcoming renewal. He0 requested for renewal information via email. received a notification. 5 He expressed 5 his frustration 30.00% when they 0 were not informed by0 Autodesk and was transferred to a reseller without Customer mentioned 5 that 5 he received 30.00% a notifcation 0 from Autodesk and was looking 0 at renewing before the subscription expires. Customer haven't receive 5 a notification 5 from 30.00% Autodesk. He0 said that they are planning 0on renewing their support but they do not have a r Customer 5 mentioned 5 that 30.00% he is not paying 0 for the subsription. He said 0 that he is not subscribing on anything. mer is the end user. 5 He seemed 5 to be aware 30.00% of the upcomnig 0 subscription and received 0 a call from their reseller. He said that they usually 5 Customer 5 is aware 30.00% of the upcoming 0 renewal. He said that they 0 will renew before it expire.

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mer mentioned that 5 they are aware 5 of the30.00% expiring support. 0 He do not require the agent 0 to contact their reseller since their reseller can c mer mentioned that 5 they are not 5 aware of30.00% the expiration. He 0 agreed to have a reseller 0contact him to assist him with the renewal of their he subscription is expiring. 5 She mentioned 5 30.00% that the license 0 is not used in their office but 1 it might have been on another location and woul subscription. He also 5 mentioned5 that they are 30.00% worling with 0 a reseller. He said that there 0 is a possibility that they might add licenses becau Customer mentioned 5 that he 5 is aware 30.00% of the expirationof 0 their subscription and that 0 they also received a notification about the renew mentioned that he5did not receive 5 a renewal 30.00% information. He 0 expressed his frustration 0 that he wasn't abel to recieve an upgrade to even and he's planning on 5 issuing a Purchase 5 Order 30.00% with their reseller. 0 Customer was a looking 0 at adding 4 and getting a different license. he sa Contact 5 mentioned 5 that she 30.00% is not using but 0 she oversees it. She would 0 like to go through the subscription log in. are working with a5reseller wherein 5 he agreed 30.00% to ahve the 0 rep contact their reseller to 0 let them know that their client would like to renew of the expiring subscription 5 but he 5 did not 30.00% receive a notifcation 0 from Autodesk. He also 0 added that they are going to renew the support. H they are getting ready 5 to renew5their support 30.00% before the subscription 0 expires next month. 0 He also added that they haven't receive a quo ng, Manager/Project 5 Planner. He5mentioned 30.00% that they are looking 0 at renewing their support 0 online. He stated that the contact is the owne ey already renewed 5 the support. 5He would30.00% like to know the 0reason why the rep was calling 0 when they already renewed their support. He her authroity and 5 she mentioned 5 that theywould 30.00% prefer to0renew a week before the license 0 expire. She prefer to wait for their reseller to Customer mentioned 5 that he will 5 renew their 30.00% subscription. 0He added that the migh received 0 a notifcation but was requesting for another emed not sure if he5 received a notification 5 but 30.00% mentioned that 0 they normally go through 0 their partner and are waiting on them to contact er however the final 5 decision will5come from 30.00% their corporate 0 office. He said that ehe is0 interested in renwing however he doesn't knwo if t omer aware of the5 expiration. He 5 said that30.00% there has been a 0 mix up on their licenses because 0 what they have was the licenses that they d der Contact 30 days confirmed since the 5her customer authority confirmed 1 over thethat renewal. 6.00% they are HSe going said that to renew. she will The renew call back their as 1 support tagged through by the rep the seemed resellernot that applicable they normally as to owr how 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 . . . . . .