Excerpt just for creating the following table:

Topic	Pass	Partial Fail	Fail
Contact correctly and accurately notated in Zendesk and Clarity	20	10	0
Proper introduction and closing provided	10	5	0
Proper verification procedure was followed	10	5	0
Paraphrasing and restated customer's concern before troubleshooting began	16	8	0
Communication:	14	7	0
- Proper and confident tone, pitch, volume, flow, and pace were maintained throughout the conversation
- Used language and terminology which the customer understood
Customer Advocacy/Professionalism:	14	7	0
- Courtesy and professionalism were displayed throughout the conversation
- Avoided excessive holds/Created Ticket
Empathy:	16	8	0
- Displayed genuine care and concern for customer's issues
- Provided documentation/direction to the customer, as applicable
- Offered further assistance beyond the original intent of the contact, when possible
SUM	100	50	0