Required fields are marked with an asterisk (*).
Officer and Call Details
Evaluation Details
Greeting * Did the agent use the standard greeting?
Privacy * Did the agent confirm the required points of identification to confirm they are corresponding with the correct person?
Investigation * Did the agent use appropriate questioning to assist in providing a solution?
First email resolution * Did the agent present appropriate and complete solution or options applicable to the customer’s needs?
Conclusion * Did the agent use the standard conclusion?
Record Keeping * Did the agent make an accurate record of the interaction as required?
Communication * Did the agent use correct formatting, spelling and grammar?
Code of Conduct * Did the agent compose the email in line with the QLD Government’s Code of conduct (impartiality and objectivity, respect fairness and consultative communication?