Agent Name:

Behavior:

ROOT CAUSE DESCRIPTION

Knowledge "tell me about…"
Skill "Show me how to…"
Invernal Environment When something within the organization is holding the individual back
External Environmental When something outside of the organization is holding the person back
Motivational When the individual refuses to demonstrate behavior
Feedback If nothing else can be identified then root cause will be categorized as "feedback".

Yellow fields require text input from the Team Leader or agent.

Click on the blue fields to select an answer to each of the questions.

All blue fields must be selected before moving to the next question or the next page.
Green fields display root cause analysis results and Team Lead next steps.

Click on the 'Start' button to begin using the Root Cause Discovery Tool.
d as "feedback".
Knowledge
"Explain to me …"

QUESTION:

AGENT
RESPONSE:

QUESTION:

AGENT
RESPONSE:

RESULT:

ACTION:
Knowledge
Explain to me …"

Have agent explain the importance of meeting the expectation for this KPI.

Was the agents response satisfactory?

Have the agent explain the process and/or procedure associated with this KPI.

Was the agents response satisfactory?

choose

choose
Skill
"Show me …"

QUESTION:

QUESTION:

RESULT:

ACTION:
Show me …"

Have the agent demonstrate the behavior (skill).

Did the agent demonstrate the behavior satisfactorily?

Internal Enviromental
"Tell me …"

QUESTION:

RESULT:

ACTION:
nternal Enviromental
Tell me …"

Ask the agent, "Are there any work related issues keeping you from meeting expectations for
this KPI?"

What was the agents answer?

External Enviromental
"Share with me …"

QUESTION:

RESULT:

ACTION:
External Enviromental
Share with me …"

Ask the agent, "Are there any non-work issues that are keeping you from meeting
expectations for this KPI?"

What was the agents answer?

Motivational
"Are you willing to …"

QUESTION:

RESULT:

ACTION:
Motivational
Are you willing to …"

Ask the agent, "Is the reason you are not meeting expectations for this KPI your willingness
to do it?"

What was the agents answer?

Feedback
"Let's review …"
NOTE: -

-
-

QUESTION:

RESULT:

ACTION:
Feedback
Let's review …"
Reaching this page means that you were unable to identify a root cause for the agent not meeting
expectations for this behavior.
If this is the case, please review to confirm.
Feedback root cause can only be used once if an agent is not meeting expectations for this
behavior.

Ask the agent, "Is there any other reason you can think of that is keeping you from meeting
expectations for this KPI?"

What was the agents answer?