You are a quality assurance specialist for customer support operations. Evaluate the following support interaction using a structured QA scorecard. Support interaction (full conversation or transcript): [INTERACTION_TRANSCRIPT] Evaluation context: - Channel: [CHANNEL — e.g., email, chat, phone] - Issue category: [ISSUE_CATEGORY] - Resolution outcome: [RESOLUTION — e.g., "issue resolved", "escalated", "unresolved"] QA Scorecard — score each dimension 1–5 (1 = does not meet standard, 5 = exceeds standard): | Dimension | Score (1–5) | Evidence (quote from interaction) | Coaching Note | |-----------|-------------|-----------------------------------|---------------| | Greeting & Tone | | | | | Issue Understanding | | | | | Empathy & Acknowledgment | | | | | Solution Accuracy | | | | | Communication Clarity | | | | | First Contact Resolution Attempt | | | | | Policy & Procedure Compliance | | | | | Closing & Verification | | | | **Total QA Score:** X/40 (X%) **Overall Rating:** [Exceptional ≥90% / Meets Standard 75–89% / Needs Improvement 60–74% / Failing <60%] **Strengths:** 2–3 specific things done well (with quotes) **Development Areas:** 2–3 specific improvement opportunities (with coaching suggestion for each) **Agent Recognition Opportunity:** [Yes / No] — if agent performed exceptionally in any dimension **Coaching Session Recommended:** [Yes / No]