SR Call Back Tracker - December (Final)

**Updates**
- Possible Reason for Supervisor Call
- Time SR was raised
Name: 


  1. Conversation ID


  1. SR Creation Date (mm/dd/yyyy)


  1. SR Creation Time (PST: HH:MM)


  1. SR Created by (Agent's WMN ID)


  1. Itinerary Number


  1. Customer's Phone Number


  1. Travel Product
    Flight
    Lodging
    Car
    Package
    Others


  1. Reason for Supervisor Call (Reason for SR)
    Restrictive Policies (LCC / BEF / Bargain / Not Covered by Flex)
    FTC vs. Refund (or any FTC related objections)
    Repeat Caller - Mishandled by Previous agent / channel (Chat, Email, SocMed)
    Complex Concern (Required Additional time & Coordination to resolve)
    Onset Supervisory Call
    Waiver Denied on In-Stay and Non Refundable - (Lodging)
    Waiver Denied because Non-Refundable
    Waiver Denied due to Customer Error
    Agent Opportunity (Objection Handling / Lack of Research)
    Availability and Pricing
    Other Vendor Policies Complaint
    Website & Other Services


  1. Reason for SR (Free Flow; Agent Documentation)


  1. Valid?
    Yes
    No


  1. If No (Invalid), why?


  1. Call Back Attempt
    1st
    2nd
    3rd
    N/A


  1. Call Back Outcome
    Successful
    Rescheduled
    N/A


  1. If rescheduled, which timeframe?
    1-3 hours
    4 hours
    8 hours - 12 hours
    16 hours
    24 hours
    > 24 hours


  1. Action Taken


  1. SR Closed?
    Yes
    No
    Manual Closure Required
    N/A


  1. If No, why?





Ana Marie Sanchez