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)

🔐 MFA CHALLENGE DETAILS (If Applicable)

✅ TEAMMATE PERFORMANCE TRACKING (REQUIRED)

🎯 ROOT CAUSE & RECOMMENDATIONS (REQUIRED)

🚨 BEHAVIOR ALERT (REQUIRED - Check Before Pattern Recognition)

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

📝 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.

This will submit the current evaluation

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