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iRubric: Analytical rubric

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Analytical Analytical Need a blank analytic rubric Rubric Code: W24X86W By Tom_Calusa Ready to use Public Rubric Subject: (General) Type: Assessment Grade Levels: (none)

Mock Call Certification This form is designed to evaluate the communication skills and customer experience provided by the agent during mock call certification.
	Excellent Use this rating for performance, quality, or other measures that consistently exceed expectations and demonstrate exceptional outcomes. Assign a high score or rating, indicating outstanding performance and achievement. 3 pts	Average Reserve this rating for performance, quality, or other measures that meet basic expectations but do not excel or stand out. Assign a moderate score or rating, indicating satisfactory performance without any notable achievements. 2 pts	Poor Use this rating for performance, quality, or any other measure that falls significantly below expectations or standards. Assign a low score or rating, indicating a significant level of dissatisfaction or subpar performance. 1 pts	Overvall Rating (N/A)
Active Listening 20 pts How well did the agent actively listen to the customer's concerns, questions, and requests? Did the agent demonstrate understanding?	Excellent	Average	Poor	Overvall Rating
Communication 20 pts How clear and concise was the agent's verbal communication? Did the agent use appropriate language, tone, and pace of speech? Did the agent display professionalism and attentiveness?	Excellent	Average	Poor	Overvall Rating
Problem-Solving Skills 15 pts How well did the agent understand and address the customer's issue? Did the agent provide accurate and relevant information to resolve the problem?	Excellent	Average	Poor	Overvall Rating
Empathy and Customer Engagement 15 pts How well did the agent demonstrate empathy towards the customer's emotions and concerns? Did the agent engage in active conversation and build rapport?	Excellent	Average	Poor	Overvall Rating
Resolution and Follow-Up 20 pts How effectively did the agent resolve the customer's issue? Did the agent provide clear instructions or guidance for the customer to follow up, if needed?	Excellent	Average	Poor	Overvall Rating
Overall Customer Experience 25 pts How satisfied was the customer with the overall experience? Did the agent leave a positive impression and provide excellent customer service?	Excellent	Average	Poor	Overvall Rating