OBZ EMAIL - VNEXT Tracker - Email Queue

To manual cases extracted from Looker that is not being routed to agents.


A red asterisk (*) indicates required questions.

  1. UID (do not include the U)*


  1. First Name Last Name*


  1. Product Type
    *
    Flight
    Lodging
    Insurance
    Activities
    Car
    Packages


  1. Brand*
    Expedia
    Travelocity
    CheapTickets
    Orbitz
    Hotels.com


  1. Queue Reason
    *
    Credit Itinerary
    Email Customer Request
    Email Vendor Request (any reason)
    Invalid Queue - No Action
    Refund Itinerary
    Vendor not Available (except waiver request)
    Waiver Request (email vendor or call vendor)
    Wrong Queue Used
    Extenuating Circumstances
    Name Corrections
    Special Request


  1. If Refund/Credit, Amount


  1. Itinerary Number*


  1. Original Conversation ID*


  1. VNext SR Type
    Email - BPG
    Email - Customer's Reply
    SR - Waiver Request
    SR - Refund and Credits
    SR - Receipt Request


  1. Was case scheduled?*
    Yes
    No


  1. Did T1 send Complete form Documentation?*
    Yes
    No


  1. Offline Agent Action*
    Cancelled or Change Reservation
    Sent Email to Vendor
    Sent Email to Customer
    Already resolved - NFAT


  1. Creator's Channel*
    Chat
    Voice T1
    Voice T2
    Customer (if applicable)


  1. Creator's Site
    Atento GUA
    Starteck BGL
    Sykes MNL
    Sykes SAL
    TP Ayala
    TP Bacolod
    TP Cebu
    TP Sucat
    WNS Ilo
    WNS MNL
    WNS Mumbai
    IGT


  1. Response Type (If the email that you received is threaded or not)*
    Vendor Response (Thread)
    Customer Response (Thread)
    Service Request
    Cancellation Request
    First Interaction From Customer


  1. NEW Conversation ID [From Vnext]*


  1. Comment (Any relevant information not captured by the tracker)


  1. If created by ILO agent, please provide ILO ID:*


  1. VNext Assigned Queue
    *
    VNEXT Obz/CT US Email
    VNEXT OBZ/CT US SR Waivers
    VNEXT OBZ/CT US Air Waivers
    VNEXT OBZ CT/US Price Match
    VNEXT OBZ Email Loyalty Escalations
    Service Request Default


  1. Invalid Queue?*
    Yes
    No
    Can't Determine


  1. 21.If previous response yes, why? (Invalid Reason)


  1. If a reservation is a loyalty case? (Related to Platinum perks such as TSA Precheck, baggage or zap that bag, airport perks, activity, e.g.)*
    Yes
    No





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