Brittney needs more attention to detail with capturing the NAPE. She is quick with gathering information without asking for spelling or repeating back much of the information that she collects. She isn 't rude to the caller, however she clearly wants to get on and off calls quickly and lacks being personable. She needs to follow the scripts as they are given. She tends to skip over parts of scripts or skips them altogether. Brittney does get easily bored, and her tone of boredom can come across on a call. She needs to be kept busy with additional task. Overall, she 's an average agent with much more potential than what she gives.