Subject: RE: India Test Results - Start Date: 03.06.2019 - Final Test
From: Cian Madigan <[email-masked]>
To: Brian Sexton <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, Virat Joshi <[email-masked]>
Cc: David Lee <[email-masked]>, Jana Garbe <[email-masked]>, Robert Cosgrove <[email-masked]>, Maiwenn Gouthe <[email-masked]>
Date: Fri, 14 Jun 2019 14:25:25 +0000

Hi Brian,

Apologies I did not include Virat in the previous email. This has been noted and I will ensure to include him in the final test results going forward.

Thanks Brian.

Kind Regards,
Cian

From: Brian Sexton
Sent: Friday 14 June 2019 14:44
To: Cian Madigan <[email-masked]>; [email-masked]; [email-masked]; Virat Joshi <[email-masked]>
Cc: David Lee <[email-masked]>; Jana Garbe <[email-masked]>; Robert Cosgrove <[email-masked]>; Maiwenn Gouthe <[email-masked]>
Subject: RE: India Test Results - Start Date: 03.06.2019 - Final Test

+ @Virat Joshi<mailto:[email-masked]> (@Cian Madigan<mailto:[email-masked]> could you CC him in the final test result emails going forward please?)

Kind regards,
Brian

From: Cian Madigan
Sent: Friday 14 June 2019 14:40
To: [email-masked]<mailto:[email-masked]>; [email-masked]<mailto:[email-masked]>
Cc: David Lee <[email-masked]<mailto:[email-masked]>>; Jana Garbe <[email-masked]<mailto:[email-masked]>>; Robert Cosgrove <[email-masked]<mailto:[email-masked]>>; Brian Sexton <[email-masked]<mailto:[email-masked]>>; Maiwenn Gouthe <[email-masked]<mailto:[email-masked]>>
Subject: India Test Results - Start Date: 03.06.2019 - Final Test
Importance: High

Hi all,

Please see below the test results for the India training group that started on the 03.06.2019.

All agents have successfully passed the final test with fantastic results - Well done! Ajay has achieved a final score of 100% great work! 😊

Only one agent has failed the Scenario V – Call, I have provided feedback at the bottom of this email.

Test
Course name
Course code
Date
Result
Score
Time
Scenario I - Test
[Training Final Test] - New
-
14/06/19 11:09
Passed
100.00%
30m 13s
Scenario II - Test
[Training Final Test] - New
-
14/06/19 11:28
Passed
100.00%
17m 59s
Gaurav Suri
Scenario III - Test
[Training Final Test] - New
-
14/06/19 11:47
Passed
100.00%
16m 21s
Scenario IV - Test
[Training Final Test] - New
-
14/06/19 12:04
Passed
100.00%
15m 53s
Scenario V - Call
[Training Final Test] - New
-
14/06/19 12:23
Passed
93.33%
1s
98.67%
Test
Course name
Course code
Date
Result
Score
Time
Scenario I - Test
[Training Final Test] - New
-
14/06/19 10:55
Passed
100.00%
17m 59s
Scenario II - Test
[Training Final Test] - New
-
14/06/19 11:14
Passed
100.00%
16m 23s
Ajay Thomas
Scenario III - Test
[Training Final Test] - New
-
14/06/19 11:50
Passed
100.00%
34m 16s
Scenario IV - Test
[Training Final Test] - New
-
14/06/19 12:00
Passed
100.00%
17m 34s
Scenario V - Call
[Training Final Test] - New
-
14/06/19 12:30
Passed
100.00%
14m 14s
100%
Test
Course name
Course code
Date
Result
Score
Time
Scenario I - Test
[Training Final Test] - New
-
14/06/19 11:03
Passed
100.00%
22m 40s
Scenario II - Test
[Training Final Test] - New
-
14/06/19 11:25
Passed
93.33%
20m 14s
Anant Tomer
Scenario III - Test
[Training Final Test] - New
-
14/06/19 11:46
Passed
100.00%
18m 33s
Scenario IV - Test
[Training Final Test] - New
-
14/06/19 12:04
Passed
100.00%
17m
Scenario V - Call
[Training Final Test] - New
-
14/06/19 12:21
Passed
93.33%
8m 31s
97.33%
Test
Course name
Course code
Date
Result
Score
Time
Scenario I - Test
[Training Final Test] - New
-
14/06/19 10:56
Passed
100.00%
22m 16s
Scenario II - Test
[Training Final Test] - New
-
14/06/19 11:15
Passed
100.00%
17m 58s
Mbala Zolana
Scenario III - Test
[Training Final Test] - New
-
14/06/19 11:47
Passed
100.00%
31m 58s
Scenario IV - Test
[Training Final Test] - New
-
14/06/19 12:00
Passed
100.00%
21m 7s
Scenario V - Call
[Training Final Test] - New
-
14/06/19 12:36
Not passed
73.33%
35m 15s
94.67%
Test
Course name
Course code
Date
Result
Score
Time
Scenario I - Test
[Training Final Test] - New
-
14/06/19 11:01
Passed
100.00%
24m 59s
Scenario II - Test
[Training Final Test] - New
-
14/06/19 11:20
Passed
100.00%
17m 34s
Naveen Phogat
Scenario III - Test
[Training Final Test] - New
-
14/06/19 11:49
Passed
100.00%
12m 56s
Scenario IV - Test
[Training Final Test] - New
-
14/06/19 11:57
Passed
100.00%
16m 16s
Scenario V - Call
[Training Final Test] - New
-
14/06/19 12:26
Passed
80.00%
22m 19s
96.00%
Test
Course name
Course code
Date
Result
Score
Time
Scenario I - Test
[Training Final Test] - New
-
14/06/19 11:01
Passed
100.00%
22m 11s
Scenario II - Test
[Training Final Test] - New
-
14/06/19 11:18
Passed
100.00%
16m 38s
Neha Sagar
Scenario III - Test
[Training Final Test] - New
-
14/06/19 11:50
Passed
100.00%
30m 58s
Scenario IV - Test
[Training Final Test] - New
-
14/06/19 11:57
Passed
100.00%
14m 40s
Scenario V - Call
[Training Final Test] - New
-
14/06/19 12:28
Passed
93.33%
13m 24s
98.67%
Test
Course name
Course code
Date
Result
Score
Time
Scenario I - Test
[Training Final Test] - New
-
14/06/19 11:00
Passed
100.00%
24m 46s
Scenario II - Test
[Training Final Test] - New
-
14/06/19 11:16
Passed
100.00%
14m 55s
Sumit Mehra
Scenario III - Test
[Training Final Test] - New
-
14/06/19 11:49
Passed
100.00%
20m 36s
Scenario IV - Test
[Training Final Test] - New
-
14/06/19 11:56
Passed
100.00%
13m 42s
Scenario V - Call
[Training Final Test] - New
-
14/06/19 12:27
Passed
93.33%
7m 25s
98.67%

Mbala Zolana:
Scenario V – Call:
-          Did the agent take ownership of the case and control of the call? Agent selected “No”. Agent should review the call in this scenario as the agent did take ownership and control of the call. Agent should select “Yes”.
-          Did the agent set realistic expectations for the customer? Agent selected “No” Agent should review the call regarding this question as the agent did provide realistic expectations for the customer. Agent should select “Yes”.
-          How would you exit this case? Agent selected “Escalate to payment” – In this exercise the agent should have selected “Follow Up” as per the correct process. The case is not applicable to be escalated to the payments team.
Kind Regards,
Cian