VNext Tracker_Partners_Variant_FullyAutomatedAirCancels - v2


  1. Employee ID (123456)


  1. Prior VA interaction? (scroll on VA panel to determine if customer chatted with VA prior to being transferred to you)
     


  1. Itinerary #1



  1. Itinerary #2



  1. Itinerary #3



  1. Call ID



  1. Conversation ID (Copy/Paste from Voyager Chat Screen)



  1. ** Trip Start Date (MM/DD/YYYY)



  1. Customer Need (stated in softphone)
     


  1. Products on Itinerary shown in Vnext
     


  1. Customer Primary Intent (based on customer's stated need)
     


  1. * Customer Secondary Intent - Account



  1. * Customer Secondary Intent - Billing & Refunds



  1. * Customer Secondary Intent - Cancel



  1. * Customer Secondary Intent - Change



  1. * Customer Secondary Intent - Complaint



  1. * Customer Secondary Intent - New Booking


  1. * Customer Secondary Intent - Reconfirm



  1. * Outbound Call needed?



  1. T2 Result
     


  1. Reason for T2 Escalation (Q23)



  1. Trip Stage 2
     


  1. * Able to resolve in Vnext



  1. Reason for unable to resolve in Vnext (Q27)



  1. S-Case #



  1. S-Case Notes (Copy Paste)



  1. ** PNR ( Multi PNRs = ABC/DEF )


  1. Caller Need 2

     


  1. Was Cancel/Void and Change button available in Vnext?
     


  1. Did you need any other tool in order to resolve the query?
     


  1. Did customer proceed to execute?
     


  1. Why did customer not proceed to execute? (Q36




  1. If unable to cancel/change or provide cost in vnext, What message did the VA show you?
     


  1. Does the VA tell you if the booking can be changed or cancelled?
     


  1. Does the VA show you the Change/Cancel fees
     


  1. * Did you use the Airline's Website?



  1. ** Reason for calling Airline
Ana Marie Sanchez