Quality Assurance Crossword

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Across
  1. 1. CRM we use for CS Professional Suite
  2. 8. Act of investigating to solve a customer’s concern
  3. 10. Acknowledging someone's emotions
  4. 11. Agent should recommend these tools to customers
  5. 13. Unique contact identifier found in Calabrio
  6. 14. Agent performed below expectations leaving room for improvement
  7. 15. Agent went above and beyond expectations
Down
  1. 2. Agent completed expectations
  2. 3. Column that shows agent activity during call
  3. 4. Soft-skills training
  4. 5. Saved filters for searching Recordings
  5. 6. Queue identifier found in Calabrio
  6. 7. The WFM and QM tool we use
  7. 9. Tool used to schedule, track evaluations
  8. 12. Higher level communication style tool