The brief is the exam

Rubric

Given out on Monday. Not invented on Thursday afternoon.

• Present means in the room for both lab blocks.
• A missed lab block is a partial. The file is due by 18:00 that day.
• Three partials, or one full absence with no file, means the course is not completed.
• Completion is attendance at that standard, plus a brief at 70 or better.

Six beats

Draft here. It stays on this browser.

Day 1 check

Pass line: 6 of 8, plus a finished summary table.

1. 1. What is the grain of ticket_log?

   One row is one customerOne row is one ticketOne row is one agent-dayOne row is one survey

2. 2. A row fails the trust check. What do you do?

   Delete it so the average is cleanType the corrected time over the sourceFlag it in a new column and leave the sourceHide the row and move on

3. 3. A Resolved row has no resolved time. What is it?

   A fast ticket with zero hoursA pass against the SLAA dirty row, not a zeroProof the customer was happy

4. 4. Why brief breach rate instead of average hours?

   Averages are harder to calculateThe promise is a threshold, and averages hide who missed itDirectors dislike averagesBreach rate ignores priority

5. 5. Why pin the as-of date instead of using now?

   So open tickets age the same way every time the file is openedPower BI requires a fixed dateSLA targets change every dayIt makes the median easier

6. 6. A director asks for “CSAT by agent.” What is missing?

   Nothing, that is a clear askOnly the chart typeWindow, who was invited, response rate, n, and whether the agent’s mix is just their queueThe agent’s tenure

7. 7. Three tickets are resolved before they were opened. Best move?

   Delete themAverage them as negative hoursFlag them and keep them out of the rateChange the opened time

8. 8. How many leadership questions is this course built on?

   TwoFourEightOne per chart

Day 2 check

Pass line: 4 of 5, including a one-fix sentence you can defend.

1. 1. The open pile should be briefed as…

   One number, lower is always betterInside the promise versus already lateProof you need headcountThe same thing as backlog from August

2. 2. Why is coaching A07 the wrong first move?

   A07 has too few ticketsA07’s reopen rate tracks fee-copy billing, and A12 looks the sameAgents should never be reviewedA07 works at Digital Desk

3. 3. A complaint with no ticket id…

   Should be deletedIs a duplicateStays. It never became a ticket, and dropping it hides itCounts as a promoter

4. 4. Staff conduct: six cases, five upheld. What do you fund?

   A conduct programme for every agentNothing, because five upheld means it is fineNot a programme. The cases are real and the base is too smallA CSAT bonus

5. 5. Fee-copy contacts in this file…

   Miss the SLA and should get more peopleMeet the clock and still come backAre mostly a chat problemAre too few to mention

Day 3 check

Pass line: 4 of 5, plus a page title that is a sentence.

1. 1. How do the three files relate?

   Surveys to complaints on customer, many to manySurveys to tickets, and complaints to tickets, many to oneAll three on agent idThey should be one flat table before you load

2. 2. Why does response rate sit next to CSAT?

   It uses the same colorEmail comes back rarely, so its score is not the same evidence as phoneDirectors expect two numbersIt replaces NPS

3. 3. If blank NPS becomes zero, what happens?

   Nothing, zero is neutralNon-response becomes a detractor and the score collapsesThe base gets smaller and more accurateCSAT is unaffected so it is fine

4. 4. Which page fails the day even if it is neat?

   Queue by channel, with n and breach rateA title that states the findingAn agent ranking by CSATThree detractor verbatims

5. 5. A page title that meets the standard…

   DashboardQ3 CSAT overviewTMS Care analyticsA sentence that says what is failing and what the blend hides

Red-team check

Pass line: All four attempted, in writing, before you brief.

1. 1. CSAT on a slice with 9 replies. What do you do?

   Brief it. A score is a scoreBrief the direction only if the ticket evidence agrees, and say the baseHide the base so the page stays cleanReplace it with a gauge

2. 2. The blend clears 80% within SLA. The afternoon P1 phone slice does not. What do you brief?

   The blend. It is the official numberThe slice, and you say the blend is what hid itNeither. They conflictAverage the two rates

3. 3. Complaints with no ticket fall out of a visual. Why?

   They are test dataThe visual is filtering complaints through the ticket tablePower BI cannot hold blanksThey are promoters

4. 4. The ask, at the standard for this course, is…

   Three initiatives and a culture shiftOne action, one owner, one number, one dateA request for more dataA dashboard rollout