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Agent Name
AI Worker URL
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Carrier
Match the carrier simulator you have open — pick Progressive or Citizens, not Random.
Interaction Type
Chat types messages. Call is a live voice conversation — press and hold Talk while you speak, then release (Chrome or Edge).
Complexity
How resistant/stressed the client is.
Status
Offline
Chats Completed
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Last Contact
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Contact Info
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Primary Contact
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Account Overview
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Policies
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Contacts
Policy Details
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Lookup Details
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After Call Work ACW ACTIVE
Disposition Code *
Description
Epic Customer Lookup Code
Post-Contact Summary (AI Generated)
Section 1 — Greeting24%
NC1.1 Readiness & Proper Introduction5%
Did the agent brand the company (We Insure), offer assistance, and was prepared and ready to interact with the customer?
Must include: "We Insure" (or equivalent branding) and an offer to help. Agent name is not required for this item.
Compliance Critical1.2 Proper Verification19%
Did the agent verify the customer's identity — client name, policy number or carrier name, mailing or property location, phone number, and email — correctly before proceeding?
Compliance Critical — a No here is an automatic overall Fail. If IVA pre-verified (AVR): only phone and email confirmation required. Full verification required otherwise. Agent must not discuss account before verification is complete.
Section 2 — Intro / Discovery14%
NC2.1 Active Reading & Issue Acknowledgment14%
Did the agent acknowledge the customer's stated issue and signal readiness to assist?
Score Yes if agent acknowledged with a helpful response ("I can help you with that," "Sure, let me look into that," "Absolutely, let me pull that up") or asked a clarifying question when the request was unclear. Score No if agent proceeded without any acknowledgment or responded to the wrong issue with no course correction. N/A only if interaction ended before the issue could be stated or acknowledged.
Section 3 — Body of the Chat48%
NC3.1 Was Professional & Courteous15%
Did the agent remain professional, courteous, and respectful throughout the entire chat interaction?
Score Yes if agent maintained a professional, courteous, and respectful tone throughout — free of sarcasm, slang, or dismissive language — and grammar/spelling were appropriate for a professional chat. Score No if agent failed to maintain professional/courteous tone at any point, used sarcasm or dismissive language, or if grammar/spelling significantly impacted professionalism.
Critical3.2 Resolution Within CSR Control24%
Did the agent resolve all customer needs within their control during this interaction?
Score Yes if all actionable items within the agent's control were completed, and items requiring carrier or third-party action were appropriately initiated or submitted. Score No if the agent had the ability to resolve an item but did not, or a required submission was not initiated when it could have been. N/A if resolution required escalation handled appropriately, or the interaction ended before resolution could reasonably occur.
NC3.3 Plain Language Communication9%
Did the agent communicate in plain, customer-friendly language throughout the chat, avoiding unexplained insurance jargon?
Any carrier-specific or industry jargon must be followed by a plain-language explanation. Routine terms (deductible, premium, underwriting, policyholder, carrier, endorsement, reinstatement, lienholder, mortgagee) used correctly do not require explanation.
Section 4 — Closing14%
NC4.1 Recap & Offered Further Assistance8%
Did the agent provide a recap of the chat, offer further assistance, and clearly state any applicable next steps before closing?
Recap provided, next steps stated (where applicable), and further assistance offered or acknowledged. If customer proactively closes the conversation, agent does not need to re-ask.
NC4.2 Correct Closing Statement6%
Did the agent use the correct closing statement and thank the customer for chatting with We Insure?
Agent thanks the customer and references We Insure in the closing. Wording can be personalized. No survey mention required for chat.
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