{"id":"support-cx","spec":{"title":"Support and CX Scorecard","description":"Inbound support and service calls. Resolution and experience, with every experience criterion written as a checkable behavior rather than an impression.","source":"template","sections":[{"title":"Opening and verification","description":"The greeting is worth little on its own, but skipping identity verification before account details voids the call.","items":[{"question":"Did the agent state the company name and an offer to help in the greeting?","reportingLabel":"On-brand greeting","points":5,"autoFail":false},{"question":"Did the agent verify the customer's identity per policy before discussing any account details?","reportingLabel":"Identity verified before account details","points":10,"autoFail":true}]},{"title":"Understanding the issue","description":"Acknowledgment and restatement are the two proxies here, and both are checkable from the transcript.","items":[{"question":"Did the agent verbally acknowledge the customer's stated problem or frustration before moving to a solution?","reportingLabel":"Acknowledged the problem","points":10,"autoFail":false},{"question":"Did the agent restate the customer's issue in their own words before starting the fix?","reportingLabel":"Issue restated","points":10,"autoFail":false},{"question":"Did the agent let the customer finish describing the issue without interrupting?","reportingLabel":"No interruptions","points":5,"autoFail":false}]},{"title":"Resolution","description":"The heart of the call. Resolved means the agent said what was fixed, or set a specific follow-up with an owner and a timeframe.","items":[{"question":"Did the agent state a resolution, or set a specific next action with an owner and a timeframe, before ending the call?","reportingLabel":"Resolution or owned next step","points":10,"autoFail":false},{"question":"Was the issue handled without transferring the call and without asking the customer to call back?","reportingLabel":"First-contact handling","points":10,"autoFail":false},{"question":"If the customer had to take steps themselves, did the agent confirm the customer understood the steps before ending the call?","reportingLabel":"Customer steps confirmed","points":5,"autoFail":false}]},{"title":"Communication","description":"Plain language and personal address, scored as specific acts.","items":[{"question":"Did the agent explain the fix in plain language, defining any internal term or acronym they used?","reportingLabel":"Plain-language explanation","points":5,"autoFail":false},{"question":"Did the agent use the customer's name at least once after the greeting?","reportingLabel":"Used customer's name","points":5,"autoFail":false},{"question":"Each time the customer was placed on hold, did the agent state the reason or the expected wait before doing so?","reportingLabel":"Holds announced","points":5,"autoFail":false}]},{"title":"Closing","description":"Confirmation that the problem is actually gone, and a path back if it is not.","items":[{"question":"Did the agent ask whether the issue was resolved or whether the customer needed anything else before ending the call?","reportingLabel":"Resolution confirmed with customer","points":5,"autoFail":false},{"question":"Did the agent tell the customer what to do or whom to contact if the issue comes back?","reportingLabel":"Recurrence path given","points":5,"autoFail":false}]}]}}