Chat CCR Scrubbing Form (Revised)


A red asterisk (*) indicates required questions.

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


  1. Agent Type*
    Lodging
    Non-Lodging


  1. Agent's People ID*


  1. Conversation ID*


  1. Call Date
    (MM/DD/YYYY)*


  1. CCR Period*
    <= 15 min.
    > 15 mins, <= 24 hrs.
    > 24 hrs, <= 72 hrs.


  1. AHT*


  1. Itinerary Number*


  1. Product*
    Flight
    Hotel
    Package
    Car
    Activity


  1. Valid Repeat (Yes/ No)*
    Yes
    No


  1. Number of times Customer contacted*
    1
    2
    3
    3+


  1. Intent*
    Cancel
    Change
    Complaint
    General Questions
    Loyalty/Account
    Name Change Correction
    Special Service Request
    Billing & Refunds
    Reconfirm
    Missing Reservation
    Name Change / Correction
    Best Price Guarantee
    Coupon and Promotion


  1. Subintent*
    Resend Itinerary
    Pending Authorization Removal
    Pending Refunds
    Refund Request
    Requesting to research a charge
    ASC affected
    Extenuating
    Customer Error
    Change of Plans
    ASC affected
    Covid affected
    Involuntary - previous agent error
    Use a credit
    Customer error booking
    Poor vendor service
    Vendor Complaint
    Website Content
    Baggage Information
    Use a coupon
    Itinerary Details
    Loyalty privileges
    Buy a Seat
    Add an Amenity
    Others


  1. Reason For Callback*
    Agent Related - Difficulty communicating with the agent
    Agent Related - Did not keep customer informed (Long Hold/Mute)
    Agent Related - Performed Incomplete Process
    Agent Related - Initiated disconnection
    Agent Related - Performed wrong process
    Agent Related - Wrong information provided
    Agent Related - Alternative options not provided
    Agent Related - Did not provide SSO
    Agent Related - Agent no answer
    Agent Related - Callback commitment not executed
    Agent Related - Claiming system issue
    Customer Related - Had a follow-up question or needed to ask additional questions
    Customer Related - Needed to confirm information with traveling party/others prior to making changes
    Customer Related - Called back for a different intent
    Customer Related - Wanted to discuss my question/issue with a different agent
    Customer Related - Undecided customer
    Customer Related - Failed to pass security verification
    Customer Related - Did not have enough funds to complete booking
    Customer Related - Concern for a different booking
    Customer Related - Customer no Answer
    Customer Related - Followed up for a request within SLA
    Process, Vendor, Supplier Related - Followed up for a request outside SLA
    Process, Vendor, Supplier Related - Agent Help advised customer to call back
    Process, Vendor, Supplier Related - No action taken from endorsed case to offline team
    Process, Vendor, Supplier Related - Did not receive refund
    Process, Vendor, Supplier Related - Sudden ASC on Itinerary
    Process, Vendor, Supplier Related - No assistance from Vendor / Referred back to Expedia
    Process, Vendor, Supplier Related - Vendor Not Available
    Process, Vendor, Supplier Related - Vendor Denied Waiver
    Tech, Tools Related - Ghost call
    Tech, Tools Related - Poor phone connection
    Tech, Tools Related - Dropped Calls
    Tech, Tools Related - System Outage
    Tech, Tools Related - Email Confirmation Not Delivered
    Tech, Tools Related - Call Drops during/while transferring
    Tech, Tools Related - Process not available on Agent Tools
    Tech Tools Related - Website Content Inconsistency


  1. Free-Form (any other insights that caused the repeat?)
    (Include if selection is not available above, leave blank if selection is already chosen above)


  1. What could have been done to avoid a repeat (Agent Related)
    (Leave blank if not Agent Related)


  1. Other improvement opportunities to prevent repeat (Process, Policy, Tools Recommendations)


  1. Was SR Created?*
    Yes
    No


  1. If Agent Related wrong process - Failure points
    (Select if Agent Related, Choose N/A is Non-Agent Related)*
    Exchange Script not used
    Call referred to vendor / other department
    Informed incorrect Refund Timelines
    Informed incorrect Ticket Validity / Remaining Value
    Failed to inform FTC terms & conditions
    Failed to advise correct TAT for email confirmation
    Failed to retain the price of the ticket
    Failed to cancel all segments of the flight
    Invalid Transfer to other department
    Failed to advise correct TAT for other team's resolution
    Did not process refund in Voyager (Merchant)
    Wrong Add collect advise
    Wrong policy interpretation (Fare Rules)
    Failed to send an e-mail to vendor
    Failed to Create SR
    N/A


  1. If Process Opportunity - Follow ups Outside SLA
    (Choose N/A if not Process Opportunity)*
    Refund timeline not met
    Refund processed in ARC
    Pending Charges not reversed
    Unable to specific refund status
    N/A


  1. If Did not provide SSO Failure Point (Agent Related)
    Airlines website for Check in, Baggage, Seats, SSR
    Brand website to Cancel / Change / Redeem FTC
    N/A


  1. Cust. - Agent Last Response Difference (secs)
    ***For Customer no Response***





Ana Marie Sanchez