Quality Check Sheet For Chat Process In A BPO

Hi,
We have started a chat process in our organisation. I am looking for a sample quality check sheet in order to measure our chat agents. I just want to know the parameters which needs to be given special emphasis while auditing this process.
Please see if there can be any help.
Regards,
Dhritiman Bhuyan

KIndly see the material at Sample Call Center Call Scoring Evaluation Form Items and let us know which of the parameters apply to your situation and why. Also, it would be much appreciated if you could post a copy of your design.