Handled by

 

Category Instructions: Handled by

The purpose of the category Handled by is to determine who handled the call.

Helpful information:

Call handler:

You should be listening for the name of the person who handled the call. If the call is transferred to another agent. The correct selection will be the name of the person who actually handled the call at the end of the conversation.

Nicknames:

A nickname is a familiar form of a proper name. if any nick name match with the name in list select that name.

Call handler COULD be determined - Select the appropriate name

Select the appropriate name if you can determine the name of the receptionist or agent who handled the call at the end of the conversation.

Example 1

Receptionist: "This is Jim."

Caller: "May I please speak with Christina?"

Receptionist: "Christina just came in -- here she is."

Christina then successfully helps the caller.

Correct answer is Christina

Example 2

Agent: "Bright Smiles Dental, this is Crystal. How may I help you?"

Caller: "This is Bob Smith. I just wanted to confirm my appointment."

Agent: "We've got you scheduled at 2:00 PM today."

Caller thanks the agent, and the call ends 

correct answer is Crystal.

Select the appropriate name when a nickname or shortened version of the call handler's name is used.

Example: The name Anthony  shortened version "Tony."

Example: The name Elizabeth  shortened version "Liz."

Example: The name Christopher  shortened version "Chris."

Neither agent nor caller say agent's name

• if you cannot determine the name of the receptionist or agent who handled the call.
• if the receptionist or agent shares his or her name, but it is completely unclear what was said because it was spoken too quickly or it was too hard to understand.
• if the first name of the receptionist or agent can be determined, but there are two options listed with the same first name.
• if the name is duplicated in the options.
• call has no dialogue,
• recording  has no audio, 
• fax machine sounds, 
• hold music
• perpetual ringing

Agent not on list

• the name is not listed as an option.
• no names listed.

Unfamiliar Language

Select this option if the call is in any language that you are unfamiliar with and unqualified to review.

This option is not intended for calls that contain no spoken words.