بنود التقييم في كلاوس

عودة

Customer-critical

Tone & empathy

• Inappropriate or lack of empathy
• Inappropriate or unhelpful tone / language
• Other empathy & tone issues
• Too formal / informal or unnatural tone / language

Seamless interaction

• Closing issues
• Communication flow / structure issues
• Opening/greeting issues
• Other interaction issues
• Reply in different language
• Unclear communication
• User called out grammar or language issues

Relevant information & questions

• incorrect information / education
• Irrelevant or incorrect questions / probing
• Missing information / education
• Missing questions / probing
• Other questions and information issues

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BUSINESS CRITICAL

Issue tagging

• Incorrect issue tags
• Missing issue tags
• Other issue tag issues

Case details

• Missing order details
• Other case details issues
• Wrong language
• Wrong / missing persona
• Wrong order details
• Wrong safety severity
• Wrong tier

Compensation actions

• Higher compensation
• Lower compensation
• Missed compensation
• Other compensation issues
• Unnecessary compensation
• Wrong actor at fault
• Wrong compensation method

Backend actions

• Incorrect or missing admin comments
• Missing backend actions
• Other backend actions issues
• Wrong backend actions

User account actions

• Account block issues
• Other account actions issues
• Profile comments issues

Beehive case notes

• Call notes issues
• Inaccurate internal notes
• Irrelevant internal notes
• Missing internal notes
• Other case notes issues

Case handling

• Escalation issues
• Handling duplicate cases
• Incorrect communication channel
• Leaving assigned case unanswered
• Other case handling issues
• Reported party not contacted
• Wrong case status

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Compliance-critical

Internal information handling

User data handling

• Account deletion issues
• Disclosed another user's personal information

User verification

Attachment handling

Local regulations adherence

• Employment risk issues
• Local regulation issues