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Behavior:
Yellow fields require text input from the Team Leader or agent.
Click on the 'Start' button to begin using the Root Cause Discovery Tool.
d as "feedback".
Knowledge
"Explain to me …"
QUESTION:
AGENT
RESPONSE:
QUESTION:
AGENT
RESPONSE:
RESULT:
ACTION:
Knowledge
Explain to me …"
Have agent explain the importance of meeting the expectation for this KPI.
Have the agent explain the process and/or procedure associated with this KPI.
choose
Skill
"Show me …"
QUESTION:
QUESTION:
RESULT:
ACTION:
Show me …"
QUESTION:
RESULT:
ACTION:
nternal Enviromental
Tell me …"
Ask the agent, "Are there any work related issues keeping you from meeting expectations for
this KPI?"
QUESTION:
RESULT:
ACTION:
External Enviromental
Share with me …"
Ask the agent, "Are there any non-work issues that are keeping you from meeting
expectations for this KPI?"
QUESTION:
RESULT:
ACTION:
Motivational
Are you willing to …"
Ask the agent, "Is the reason you are not meeting expectations for this KPI your willingness
to do it?"
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QUESTION:
RESULT:
ACTION:
Feedback
Let's review …"
Reaching this page means that you were unable to identify a root cause for the agent not meeting
expectations for this behavior.
If this is the case, please review to confirm.
Feedback root cause can only be used once if an agent is not meeting expectations for this
behavior.
Ask the agent, "Is there any other reason you can think of that is keeping you from meeting
expectations for this KPI?"