1) Did the agent greet you by stating the name of the project, provide you with their name, and ask for your name?Yes No 2) Was the agent courteous and professional? If no, please comment.Yes No Additional comments:3) Do you feel the agent understood your question/inquiry?Yes No 4) What was the inquiry?5) Was your problem/question resolved? If not, what action did the agent take?Yes No Additional comments:6) Did the agent provide you with correct and relevant information?Yes No 7) Were you placed on hold?Yes No 8) If so, did the agent ask permission to place you on hold?Yes No 9) Was the question/inquiry resolved with first-contact (the first time you brought it to the Helpdesk) or did we have to investigate and get back to you?10) If the call was not completed with your first contact, was proper follow-up provided in a timely fashion?Yes No 11) Did the agent ask if there was anything else you needed today?Yes No 12) Did the agent thank you?Yes No 13) If follow-up was needed, did the agent provide you with the case number?Yes No N/A - Follow-up not needed 14) Please provide any additional notes, comments, or feedback from your interaction with AIR’s OAKS Online Helpdesk:15) Your responses are anonymous, but if we would like additional information from you, may we contact you to follow up? If so, please provide your name and contact information (phone or email) and case number if you have it.