Contact Center Simulation Assessment Form
Evaluate a simulated customer interaction by providing the scenario details, the person being assessed, and structured performance ratings.
Simulation Details
Scenario Name / Case Title
*
Channel Being Simulated
*
Phone
Chat
Email
Social
Other
Assessment Date / Session Date
*
 -
Month
 -
Day
Year
2 digit month, 2 digit day, 4 digit year
Date
Candidate and Evaluation Context
Candidate / Team Being Assessed
*
Assessor / Reviewer Name
*
Simulated Role / Queue
*
Performance Assessment
Overall Performance Rating
*
1
2
3
4
5
Core Competencies Assessment
*
Rows
Needs Improvement
Developing
Meets Expectations
Exceeds Expectations
Greeting / Professionalism
1
2
3
4
Active Listening
5
6
7
8
Issue Diagnosis
9
10
11
12
Empathy
13
14
15
16
Policy Adherence
17
18
19
20
Communication Clarity
21
22
23
24
Call / Chat Control
25
26
27
28
Strengths
Areas for Improvement
Submit Assessment
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