New Parameters for Email Audits - Audit Form	Description of New Parameters
Did the agent follow the opening script/guidelines?
Comprehension	Understanding the query of the customer Ability to understand Providing assurance post understanding the scenario
Used apology statement (in case of customer citing a complaint) or did the agent empathize with the customer (wherever applicable)	Failing to apologize when the customer mentioned/wrote issue with the product/service/booking/tech issues etc. Failing to empathize when the customer mentioned/wrote concern like I have been waiting for the bus/ customer has not received his refund etc. and when we check it is within the TAT Did not apologize or empathize at that instant when the customer cited his/her concern or complaint
Time duration between last response and tagging of the case, OR, Time duration between conversation closure and tagging of the case	1 -> (<=4 minutes) and 0 -> (>4 minutes)
Preliminary checks were made for the customer/issue	Did the agent probe or use the tools effectively to help the customer No Unnecessary Probing/Made the customer repeat the information that was already provided Did not probed whenever required
Attention to detail	Acknowledgement of important date, events which customer mentions over the call, chat or e-mail Picking up hints and addressing them When there is any visible failures, agent did not address that concern at all and provided only resolution Did the agent acknowledged every aspect of the customer ask over the call, email or chat? (Provided the additional links for future reference)
Grammatically correct sentences/edited & formatted it correctly(Writing Ability)	Spelling error, Spacing and Punctuation errors (>= 2), Inaccurate Sentences, Articles, Incomplete Sentences, Inappropriate Upper/Lower Cases (Intermediate - when Spacing or Punctuation has 1 error)
Did the agent tag the case appropriately (Disposition) and Documentation	Critical to Quality and failing to score an Expert in parameter will result in FATAL Selecting the correct Query type based on the customer concern and selecting the status as Resolved Updating a proper notes as part of the documentation before updating the ticket
Update the form/sheet wherever applicable (Example being Incident Form, Supervisor Callback Form etc.). Follow up done as promised (End to End Ownership)	This parameter is Critical to Quality If we have promised a callback or reply back, then the follow up should be done within the threshold/TAT. Failing to which, will result in FATAL Updating the Incident form or necessary sheets are part of this parameter
Process Adherence	Critical to Quality Inaccurate Information/resolution provided Defined Process Followed or not Did the agent provide complete & correct information (as per SOP/Process defined)
Tone of Voice (TOV)	Used disparaging and negative comments like we have been telling you the same thing multiple times. This was the same thing we communicated earlier also/this was told to you/you did not go through previous conversation etc. Not addressing by Name Usage of Jargons (Internally used keywords such as Paid not Attending, Wanderu etc.)
Did the agent follow the closing script?
Zero Tolerance (ZT)	Should not be Rude, Abusive, or indulge in Malpractice Select 1 if there is no ZT and 0, if you find it a ZT transaction