In chat or email, what is the audit-score impact when an agent fails to share a required FAQ?

In chat or email, what is the audit-score impact when an agent fails to share a required FAQ?

⚡Quick answer -

  • If the agent doesn’t share the required FAQ and doesn’t provide the resolution, the audit score is 0.
  • If the agent promised to share an FAQ or document but failed to do so, a markdown will be applied.