Blueprint board
Approved items against the target for each objective, plus the latest workflow moves.
Contact Centre Associate, Level 1
| Objective | Live / target | In review | Drafts |
|---|---|---|---|
| CS-1.1 Open a contact and establish the customer's need using questioning and active listening. | 4 / 4 | 0 | 0 |
| CS-1.2 Handle an unhappy or repeat-contact customer without escalating the conflict. | 2 / 4 | 0 | 1 |
| CS-1.3 Apply identity checks and data protection rules before discussing an account. | 1 / 3 | 0 | 2 |
| CS-1.4 Close a contact, set expectations and record it so the next agent can follow on. | 2 / 3 | 0 | 0 |
Recent moves
- in_review to changes_requested by drainocode@gmail.com: A caller says they are ringing for their elderly father and want to kn
- in_review to approved by drainocode@gmail.com: A caller opens with a long story about a delivery. What should the age
- in_review to approved by seed-import: A chat customer writes: "My order is wrong again." Which reply gathers
- in_review to approved by seed-import: Which behaviour best shows active listening on a voice call?
- in_review to approved by seed-import: A caller says the same fault has happened three times this month and t
- in_review to approved by seed-import: An angry customer swears at the product, not at the agent, while descr
- in_review to changes_requested by seed-import: A customer asks for a refund that policy does not allow. What should t
- in_review to approved by seed-import: Before discussing any account details on an inbound call, what must th