Train 360°


    
        Login Flow Analysis - Checkpoint Tracking & PA Performance
        Complete this form for each login-related call requiring analysis
    

    
        
                        
            
            
                1. Need Behind Need
                2. Verify Phone/Email
                3. Self-Service Reset
                4. Proactively Guide Through MFA
                5. Successful Login?
                6. Address Need Behind Need
            

            
            📋 Login Flow Checkpoints
            
                
                    
                        Checkpoint
                        Teammate Action Required
                        Common Issues
                    
                
                
                    
                        1. Identify Need Behind Need
                        Ask "What were you trying to do when you couldn't login?"
                        Jumping straight to reset without understanding customer's goal
                    
                    
                        2. Verify Contact Info First
                        Confirm phone & email are current BEFORE starting reset
                        Starting reset process without verifying contact info
                    
                    
                        3. Guide to Self-Service Reset
                        Direct customer to self-service option first
                        Not offering self-service; jumping to manual reset
                    
                    
                        4. Proactively Guide Through MFA
                        Stay on line during MFA; don't just send instructions
                        Sending OTP and waiting instead of guiding step-by-step
                    
                    
                        5. Confirm Successful Login
                        Stay on line until customer confirms they're logged in
                        Assuming success without customer confirmation
                    
                    
                        6. Address Original Need
                        Return to original reason for login (pay bill, check balance, etc.)
                        Ending call after login without addressing why they called
                    
                
            

            
            
                📞 CALL INFORMATION (REQUIRED)

                
                    Call Number/Reference:
                    
                

                
                    Teammate Name:
                    
                
                
                
                    Enter Teammate Name:
                    
                

                
                    Coach/Reviewer Name:
                    
                
                
                
                    Enter Coach/Reviewer Name:
                    
                

                
                    Customer Segment:
                    
                

                
                    Specify last login date or customer status details:
                    
                

                
                    Activity Log Trigger (What brought them to contact support?):
                    
                

                
                    At which checkpoint did the teammate fail?
                    
                

                
                    What happened during the call? (Be specific)
                    
                
            

            
            
                🔐 MFA CHALLENGE DETAILS (If Applicable)

                
                    Which MFA challenge(s) were presented to the customer? (Check all that apply)
                    
                        
                            
                            Text a Code (SMS OTP)
                        
                        
                            
                            Email a Code
                        
                        
                            
                            Mobile App (WhatsApp OTP)
                        
                        
                            
                            Answer Security Questions
                        
                        
                            
                            Knowledge Based Authentication
                        
                        
                            
                            Credit Card Verification
                        
                        
                            
                            Push Notification
                        
                        
                            
                            Verify Photo ID (Tether)
                        
                    
                

                
                    Did the initial MFA challenge succeed or fail?
                    
                

                
                    Why did the MFA challenge fail? (if applicable)
                    
                
            

            
            
                ✅ TEAMMATE PERFORMANCE TRACKING (REQUIRED)

                
                    Did the teammate check customer journey and acknowledge the journey?
                    
                

                
                    Did the teammate use RS1 and RS2 completely?
                    
                

                
                    Is this a vulnerable customer?
                    
                

                
                    Did the teammate have acceptable hold time without impacting customer outcome?
                    
                

                
                    UK ONLY: Did the teammate track a Rapid Responder?
                    
                

                
                    Did the teammate correctly verify phone & email were updated BEFORE guiding through self-service reset?
                    
                

                
                    Did the teammate proactively guide the customer through the MFA process (not just send and wait)?
                    
                

                
                    Did the teammate identify and address the "Need Behind The Need"?
                    
                

                
                    Teammate Performance Issue Identified (if any):
                    
                
            

            
            
                🎯 ROOT CAUSE & RECOMMENDATIONS (REQUIRED)

                
                    Root Cause of Login Failure:
                    
                

                
                    Could this issue have been prevented? If yes, how?
                    
                

                
                    Recommendation to Client (Process/Flow Improvement):
                    
                

                
                    Teammate Training Need Identified:
                    
                
            

            
            
                🚨 BEHAVIOR ALERT (REQUIRED - Check Before Pattern Recognition)

                
                    ⚠️ CRITICAL: Incorrect tagging is sanctionable. Ensure accuracy before submitting.
                

                
                    Is this a behavior alert that requires coaching/disciplinary action?
                    
                

                
                    Is this the first time you've noticed this behavior from this teammate?
                    
                

                
                    Has the team had similar callouts/coaching on this behavior?
                    
                
            

            
            
                📝 Evaluating Multiple Teammates?
                
                
                    💡 TIP: If you're reviewing multiple teammates during this shift, click "Save & Add Another Teammate" below. 
                    After evaluating all teammates, the Pattern Recognition section will auto-generate based on ALL evaluations in this session.
                

                

                
                    
                    
                
            

            
            
                📈 PATTERN RECOGNITION (Complete at End of Shift/After All Evaluations)

                
                    📋 When to Complete: 
                    
                        Complete this section when you're done evaluating ALL teammates for this shift/day
                        If evaluating multiple teammates, the system will analyze patterns across ALL evaluations in this session
                        Click "Auto-Fill Pattern Data" to generate summary based on current session + recent database submissions
                    
                

                
                    Note: This section summarizes patterns across all teammates evaluated. If you've used "Save & Add Another Teammate" above, 
                    the pattern analysis will include those evaluations plus recent submissions from the database.
                

                
                    Does this call represent part of a pattern? (5+ similar calls this week)
                    
                

                
                    If pattern identified, describe:
                    
                

                
                    Checkpoint Failure Breakdown:
                    
                

                
                    Top 3 Teammate Performance Issues:
                    
                

                
                    Behavior Alerts Summary:
                    
                

                
                    Recommendations to Client:
                    
                

                
                    Team Training Recommendations:
                    
                
            

            
            
                
                    📊 Current Evaluation Session
                    
                
                
                
                
                
                    This will submit the current evaluation
                     plus 0 previously saved evaluation(s)