Non Lodging VOC Scrubs Results

Welcome!
Detractor scrubbing form for Non Lodging Chats only.
Enter Evaluator's Name under the first field "Name" Format First Name, Last Name
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Name: 


A red asterisk (*) indicates required questions.

  1. Employee ID (Do not include U)*


  1. Voyager Log In Name*


  1. Chat Date (Use MM/DD/YYYY Format)*


  1. AHT (Use seconds / Example: 1424)*


  1. CCR (select from dropdown)  *


  1. Chat ID (36 characters including dash)*


  1. Itinerary Number (NA if Not Applicable)*


  1. Travel Stage  *


  1. Penalty Stage  *


  1. Product (Specific concern of the customer)  *


  1. Intent L1  *


  1. Intent L1 (Others) NA if Not Applicable*


  1. Intent L2 (Sub category of L1)  *


  1. Brand*
    Expedia
    Hotels.com
    Travelocity
    Orbitz
    Cheaptickets
    Expedia Group Partner Solutions
    EBookiers
    WOTIF
    NA (Not applicable)
    OTHERS


  1. Concurrency?*
    Yes
    No


  1. If Yes on Concurrency, what is the Product of Concurrent Chat?  *


  1. If Yes on Concurrency, what is the Intent of Concurrent Chat?  *


  1. How many concurrent chats are there at the time the agent is working on this transaction?*


  1. CHAT SUMMARY (Explain only what happened on chat, what does the customer wants and what did our agent do, 99 characters only)*


  1. Transaction View  *


  1. Root Cause (L1)*
    Agent Related Failure
    Non-Agent Related Failure


  1. Agent Related Failure Reasons (L2)
    (Fill up only if Agent Related Failure, please select the most applicable reason; select NA for Non-Agent Related Failure)  *


  1. Eureka Article or Agent Help Topic #
    - Key in the relevant topic #, for the most impactful agent opportunity
    - NA if Not Applicable*


  1. Non-Agent Related Failure Reasons (L2)
    (Fill up only for Non-Agent Related Failure, please select the most applicable reason; select NA for Non-Agent Related Failure)  *


  1. OTHERS Failure Reasons (L2)
    - Pls specify here upto 99 characters only
    - NA if not applicable*


  1. Detractor Remarks / RCA (Reason for NPS Detractor Tagging)
    - NA if Not Applicable*


  1. Chat Resolution Tagging  *


  1. Chat Resolution Remarks
    -Only provide remarks if Not Resolved, give insights as to why chat transaction is not resolved)
    - NA if Not Applicable
    *


  1. Chat Resolution Remarks / Opportunities
    - Provide remarks for Agent Non-Compliance to Process which Impacted Resolution
    - NA if Not Applicable*


  1. RECOMMENDATION
    - Provide actions/steps that can be taken to resolve the opportunity
    - What Agent could have done better to improve customer experience*