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Shadow Activities - Coggle Diagram
Shadow Activities
Entry Criteria
Knowledge Acquisition Topics
KA Completion Status
KA Assessment Questions
KA Assessment scores
KA Play Back Decks
KA Play Back Feedback
2 PLAY Back Submitted
KA Trainers and Language covered
Shadow Orientation to the team
No. of Associates covered for Shadow
Access List
KA Understanding and SOP reviews
Activities
Recorded Call Listening
Observe Tools walkthrough
Mock Calls
SME Connect / Top Incident Drivers Analysis
Call Calibration
Refresher Training
Run book Documentation