Spreadsheet: 800442d1665668428-trying-to-use-vlookup-function-to-match-row-ticket-ids-to-column-names-file-1-tbg-sheet2-in-to-sheet-1
Sheet: Sheet1

Ticket ID | 1. [Grammar & Syntax] - Ability to use business proficient language, including correct grammar, spellings & syntax.  Grading options:  1 - FAIL 2 - NEUTRAL 3 - PASS NA - NOT APPLICABLE  If you select one of the options: 1 - FAIL or 2 - NEUTRAL, make sure to include short explanation. | 2. [Appropriate communication starter] Asses the agent ability to build a First touch impression and set context for query resolution. Grading options:  1 - FAIL 2 - NEUTRAL 3 - PASS NA - NOT APPLICABLE  If you select one of the options: 1 - FAIL or 2 - NEUTRAL, make sure to include short explanation. | 3. [Customer Empathy] Ability to acknowledge customers priorities & show empathy  Grading options:  1 - FAIL 2 - NEUTRAL 3 - PASS NA - NOT APPLICABLE  If you select one of the options: 1 - FAIL or 2 - NEUTRAL, make sure to include short explanation. | 4. [Positive Tone] Ability to maintain a positive tone and professional customer centric attitude. Grading options:  1 - FAIL 2 - NEUTRAL 3 - PASS NA - NOT APPLICABLE  If you select one of the options: 1 - FAIL or 2 - NEUTRAL, make sure to include short explanation. | 5. [Understand the Issue] Assess agent approach to confirming the nature of the issue/problem and understand properly if not provided.  Grading options:  1 - FAIL 2 - NEUTRAL 3 - PASS NA - NOT APPLICABLE  If you select one of the options: 1 - FAIL or 2 - NEUTRAL, make sure to include short explanation. | 6. [Accountability & Ownership] Ability to take complete ownership for case resolution and represent one unified service  Ensure the agent followed -up on any other commitments made. Grading options:  1 - FAIL 2 - NEUTRAL 3 - PASS NA - NOT APPLICABLE  If you select one of the options: 1 - FAIL or 2 - NEUTRAL, make sure to include short explanation. | 1. [Priority Level] Ability to assign correct priority level according to New Prioritization Guideline.  Grading options:  1 - FAIL 2 - NEUTRAL 3 - PASS NA - NOT APPLICABLE  If you select one of the options: 1 - FAIL or 2 - NEUTRAL, make sure to include short explanation. | 2. [Ticket Type] Ability to tag ticket type correctly.  Grading options:  1 - FAIL 2 - NEUTRAL 3 - PASS NA - NOT APPLICABLE  If you select one of the options: 1 - FAIL or 2 - NEUTRAL, make sure to include short explanation. | 3. [Ticket Closure] Ability to to close ticket properly using auto close of post resolution.  Grading options:  1 - FAIL 2 - NEUTRAL 3 - PASS NA - NOT APPLICABLE  If you select one of the options: 1 - FAIL or 2 - NEUTRAL, make sure to include short explanation. | 4. [Product Information] Assess product knowledge capability in pillar to resolve the issue accurately.  Grading options:  1 - FAIL 2 - NEUTRAL 3 - PASS NA - NOT APPLICABLE  If you select one of the options: 1 - FAIL or 2 - NEUTRAL, make sure to include short explanation. | 5. [XFN Escalation process] Ability to use right escalation path/channels to solve client's issue in the most efficient and effective way.  NOTE: Only Rate when ticket is escalated/reassigned, otherwise select NA. Grading options:  1 - FAIL 2 - NEUTRAL 3 - PASS NA - NOT APPLICABLE  If you select one of the options: 1 - FAIL or 2 - NEUTRAL, make sure to include short explanation. | 6. [Effective Inquiry] Ability to put the right probing questions to advertisers to get to root cause and understand the request. Grading options:  1 - FAIL 2 - NEUTRAL 3 - PASS NA - NOT APPLICABLE  If you select one of the options: 1 - FAIL or 2 - NEUTRAL, make sure to include short explanation. | 7. [Due Diligence] Ability to conduct a thorough investigation utilizing all business tools.  Grading options:  1 - FAIL 2 - NEUTRAL 3 - PASS NA - NOT APPLICABLE  If you select one of the options: 1 - FAIL or 2 - NEUTRAL, make sure to include short explanation. | 8. [Solution Acceptability] Ability to explore/ find the right/accurate  solutions.  Grading options:  1 - FAIL 2 - NEUTRAL 3 - PASS NA - NOT APPLICABLE  If you select one of the options: 1 - FAIL or 2 - NEUTRAL, make sure to include short explanation. | 9. [First Response] Ability to answer the case in the committed response time.  Grading options:  1 - FAIL 2 - NEUTRAL 3 - PASS NA - NOT APPLICABLE  If you select one of the options: 1 - FAIL or 2 - NEUTRAL, make sure to include short explanation. | 10. [Quality of First Response] Ability to provide a valuable first response within committed  after conducting basic investigation.  Grading options:  1 - FAIL 2 - NEUTRAL 3 - PASS NA - NOT APPLICABLE  If you select one of the options: 1 - FAIL or 2 - NEUTRAL, make sure to include short explanation. | 11. [Resolution time] Ability to resolve the case in the target resolution time.  Grading options:  1 - FAIL 2 - NEUTRAL 3 - PASS NA - NOT APPLICABLE  If you select one of the options: 1 - FAIL or 2 - NEUTRAL, make sure to include short explanation. | [QUALITATIVE FEEDBACK] Use this section to share summary of the  review on particular ticket. If you have failed the agent on any of the questions above, please provide specific qualitative feedback on what exactly was the issue.  For example: If you graded [Resolution time] as "1 - Fail" or "2 - Pass", explain your grade. It will simplify further coaching and insights sharing.  [NAME] with "NA" if not applicable. | 1. [Grammar & Syntax] - Ability to use business proficient language, including correct grammar, spellings & syntax.  Grading options:  1 - FAIL 2 - NEUTRAL 3 - PASS NA - NOT APPLICABLE  If you select one of the options: 1 - FAIL or 2 - NEUTRAL, make sure to include short explanation.
831511 | 3 | 3 | 3 | 3 | 3 | 3
819815 | 3 | 1 (Test) | 3 | 3 | 3 | 3
816463 | 3 | 3 | 3 | 3 | 3 | NA
831991 | 3 | NA | NA | 1(Test) | 1(Test) | 3
12345 | 3 | 3 | 3 | 3 | 3 | 3