gistfile1.txt

- The speed of typing is very very slow. He'll need to improve to at least 60 words a minute(at least when typing in chats).

- Very slow with handling chats.

- Chat management is very poor. You should always keep an eye on the chats you have, if the customer said thank you and the conversation came to an end, you will need to close it within 1-2 minutes, ideally within a minute. 
When there's a vocal customer or a chat where you need to correct something you shared wrong, you need to do it as fast as possible, not after 10 minutes while you answer a different one. 

- He doesn't feel comfortable chatting with more than 2 at a time. This is way too low, you should aim for 4-5 at the same time(not all have to be active, but in total)

- Not understanding the user questions, you can ask if you're not sure about anything but don't provide to the customer wrong info. https://app.intercom.io/a/apps/hrpt54hy/inbox/inbox/2036464/conversations/17204511574

- not following the notes https://app.intercom.io/a/apps/hrpt54hy/inbox/inbox/2036464/conversations/17203965186. 
We shouldn't send them to the forum except for issues where we really need access or we can't investigate it further. You can always ask the leads for help if you're not sure about anything. 
I provided the code yet you didn't read it and sent him to the forum once again. 

- Problems following instructions from the notes :( https://app.intercom.io/a/apps/hrpt54hy/inbox/inbox/2036464/conversations/17203965186