# data[].attributes.custom_properties.ShE3iTeg
in both calls I belive that the gsat may be affected because of something, the agent was almost heared

# data[].attributes.custom_properties.Q4mSf89Y
George , great tone of call , great timing .

# data[].attributes.custom_properties.Q4mSf89Y
Good tone of voice, kind and polity, willing to help. verification process, knowledgeable 

# data[].attributes.custom_properties.B0DzpGuk
Try to keep guest updated on what is going on and then ask for more time to continue working.

# data[].attributes.custom_properties.Q4mSf89Y
Friendly voice, willingness to help, probing questions, verification process correct, Quick resolution.

# data[].attributes.headline
Brandon Call #2  I' acknowledge the guest request at the since the beginning. nfa   

# data[].attributes.subject
Brandon Call #2  I' acknowledge the guest request at the since the beginning. nfa   

# data[].attributes.headline
Enrique: Good tone of voice, sounded friendly and willing to assist, Great job!!

# data[].attributes.subject
Enrique: Good tone of voice, sounded friendly and willing to assist, Great job!!

# data[].attributes.custom_properties.B0DzpGuk
ask more proving questions and sound more empathetic to make sure he gets his GSAT point

# data[].attributes.custom_properties.Q4mSf89Y
verification process, agent understood the request

# data[].attributes.custom_properties.ShE3iTeg
lack of empathy. dead air, tansactional tone of voice

# data[].attributes.custom_properties.B0DzpGuk
We need to make sure that our guests feel we are willing to help them, be more polite to address their concerns and show empathy with the requests they come with.

# data[].attributes.custom_properties.ShE3iTeg
Didn't acknowledge GL concerns, tone of voice really flat.

# data[].attributes.custom_properties.ShE3iTeg
George ..I'll change the tone of voice , , avoid getting the dg  provide the information again , sound like she care . 

# data[].attributes.headline
Enrique:He did not let guest finish the situation as he interrupted the guest to ask for the name, Active listening as guest at the beggining of the call he mentioned his name but agent asked for it again, to much dead air, agent sounded like was not willing to assist

# data[].attributes.subject
Enrique:He did not let guest finish the situation as he interrupted the guest to ask for the name, Active listening as guest at the beggining of the call he mentioned his name but agent asked for it again, to much dead air, agent sounded like was not willing to assist

# data[].attributes.custom_properties.ShE3iTeg
Long dead air, tone of voice, not acknowledged the guest questions or comments 

# data[].attributes.custom_properties.B0DzpGuk
Acknowledge guest's issues/needs. Try to chat with guest to avoid dead air. Take notes of the issue/info already provided.

# data[].attributes.custom_properties.Q4mSf89Y
Agent allowed guest to speak freely the issue.

# data[].attributes.custom_properties.ShE3iTeg
Tone of voice was too low. Dead air. Asked for info already provided. 

# data[].attributes.headline
Fong I'll change my tone of voice; try to sound a bit more empathic. acknowledge the guest request, active listen, avoid dead air.

# data[].attributes.subject
Fong I'll change my tone of voice; try to sound a bit more empathic. acknowledge the guest request, active listen, avoid dead air.