I seem to be hitting a roadblock with ACE understanding the question that is listed on the scorecard causing myself and my managers to manually review a lot of calls. This is time consuming and I am curious to know if anyone else has encountered this and what was your resolution .I have opened numerous cases with Ring and have not been able to get a resolution. For context one of the questions on our scorecard is:
| Did the agent repeat either the caller’s first or last name at least twice? |  |