UA Chat NL AOB Scrubbing Form (Revised)
Name: 


A red asterisk (*) indicates required questions.

  1. Audit Type*
    QA
    Supervisor
    Scrubber


  1. Channel*
    Chat
    Voice


  1. Voyager Login (wmnxxxxxx)*


  1. Agent Name (Last Name, First Name)*


  1. Product*
    Flight
    Package
    Car
    Insurance
    Lodging


  1. Chat Date (Month - Day - Year)*


  1. Chat ID*


  1. Chat Duration (In Seconds)*


  1. Itinerary Number*


  1. Intent  *


  1. Booking Type*
    Refundable
    Non Refundable
    Refundable (Inside Penalty)
    Booked Within Penalty Period
    Split Booking (Car Rental)


  1. Was there an existing case for this reservation?  *


  1. Is the AOB Valid?*
    Yes
    No


  1. If No, why? (Please include Agent Help Article if Possible)


  1. Reason for AOB (Select the most applicable situation)  *


  1. Other reason for AOB.
    Follow the format: Product - Intent


  1. Number of Attempts*


  1. How long did agent take to start calling the vendor? (secs)
    *From the time the agent advised the customer that he/she will call the vendor until the time recorded on NICE**


  1. Duration agent waited for the call to be picked (secs)
    *From the time the agent dialed out until call was picked up by a representative or an IVR (from dial tone to the representative or IVR)* *


  1. Duration agented wait for being able to speak with representative (secs)
    *From the time the call was picked-up by a representative or IVR until the agent spoke to the approver**


  1. After calling to vendor, Duration agent took to return back to the customer? (secs)*


  1. Remarks (if any behavior/issue is observed during the AOB process)


  1. AOB Outcome  *


  1. AOB Outcome Other Outcomes


  1. Was an SR Created?  *


  1. Was an SR Created? (Others)


  1. If agent created an SR, was it valid?*
    Yes
    No
    NA


  1. Did agent follow the correct process based on intent?*
    Yes
    No


  1. If NO - What was the specific miss?


  1. Did agent use the correct resolution?*
    Yes
    No


  1. Did agent use the correct rebuttal?*
    Yes
    No


  1. Concise Summary of the AOB*





Ana Marie Sanchez