Skip to main content
iRubric: Scoring Rubric Development

iRubric: Scoring Rubric Development

find rubric

edit   print   share   Copy to my rubrics   Bookmark   test run   assess...   delete   Do more...
Scoring Rubric Development 
Rubric Code: C246W63
By schannen
Ready to use
Public Rubric
Subject: Business  
Type: Assessment  
Grade Levels: Undergraduate, Graduate, Post Graduate

Powered by iRubric Handling Tier 2 Contacts with Agent Assistant
  Distinguished

5 pts

Proficient

4 pts

Basic

3 pts

Below Expectations

2 pts

Non-Performance

1 pts

Agent Assistant Usage
2 pts

Expectations:
- Signed in to tool.
- Assigned a chat.
- Started chat within 1 minute of it being assigned.
- Signed out of tool.
Distinguished

Completed all expectations to their full potential and started the assigned chat within ten seconds of assignment.
Proficient

Completed all expectations and started the chat after ten seconds but before forty-five seconds.
Basic

Successfully met expectations of using Agent Assistant and started the chat after forty-five seconds but before the one minute expectation.
Below Expectations

Unable to properly execute one or more of the stated expectations.
Non-Performance

Did not complete one or more of the expectations.
Followed Tier 2 Chat Flow
1 pts

Measures how well the learner used the following:
- Greeting
- IDEAL Call Flow Process
- Ending the chat
Distinguished

Followed the Tier 2 Chat Flow to its fullest potential. Showed extra care and consideration while handling the contact.
Proficient

Displayed an understanding of the Tier 2 Chat Flow process
Basic

Followed the Tier 2 Chat Flow but did not exhibit extra care and considerations while handling the contact.
Below Expectations

Partially followed the Tier 2 Chat Flow process but did not exhibit extra care and considerations while handling the contact.
Non-Performance

Did not follow the Tier 2 Chat Flow process and did not exhibit extra care and considerations while handling the contact.
Knowledge Base Usage
2 pts

Expectations:
- Use the knowledge base to search for an answer.
- Search finds correct answer within first five results.
- Send correct article to Tier 1 in Agent Assistant tool.
Distinguished

Used the knowledge base to its full potential by finding the correct article to fix the customer's issue within the first five results. Then successfully sent the correct article to the Tier 1. Customer resolution achieved.
Proficient

Used the knowledge base to find the correct article to fix the customer's issue. Then successfully sent the correct article to the Tier 1.
Basic

Used the knowledge base to find the correct article to fix the customer's issue. Did not send the article to the Tier 1.
Below Expectations

Used the knowledge base, but did not find the correct article. Sent the incorrect article to the Tier 1.
Non-Performance

Did not use the tool, find the correct answer, and did not send the answer to the Tier 1.
Customer Resolution (CR)
2 pts

Expectations:
- Customer's issue was resolved
- Proper expectations were set.
Distinguished

Achieved customer resolution on first attempt through the Tier 1 and set proper expectations with the Tier 1.
Proficient

Achieved customer resolution on first attempt through the Tier 1 and set proper expectations with the Tier 1
Basic

Achieved customer resolution within two attempts through the Tier 1, but set vague expectations.
Below Expectations

Achieved customer resolution after more than three incorrect attempts with the Tier 1, and did not set proper expectations.
Non-Performance

Did not achieve customer resolution through the Tier 1 and did not set proper expectations.




Subjects:

Types:

Discuss this rubric




Do more with this rubric:
Preview

Preview

Preview this rubric.
Edit

Edit

Modify this rubric.
Copy

Copy

Make a copy of this rubric and begin editing the copy.

Print

Print

Show a printable version of this rubric.
Categorize

Categorize

Add this rubric to multiple categories.
Bookmark

Bookmark

Bookmark this rubric for future reference.
Assess
Test run

Test run

Test this rubric or perform an ad-hoc assessment.
Grade

Grade

Build a gradebook to assess students.
Collaborate

Collaborate

Apply this rubric to any object and invite others to assess.
Share
Publish

Publish

Link, embed, and showcase your rubrics on your website.
Email

Email

Email this rubric to a friend.
Discuss

Discuss

Discuss this rubric with other members.
 

Do more with rubrics than ever imagined possible.

Only with iRubrictm.


Copyright © 2024 Reazon Systems, Inc.  All rights reserved.
n98