Service Request Callback Validation - Quality

Newest and shortened version of SR data scrubbing form
*If SR is invalid, the rest of the audit will be tagged "Improper"
Name: 


A red asterisk (*) indicates required questions.

  1. SR Creator Name*


  1. SR Conversation ID*


  1. SR Created Date and Time*


  1. SR Rescheduled Date and Time*


  1. Itinerary Number*


  1. Product*
    Package
    Flight
    Hotel
    Car
    Activity
    Account Management
    Others


  1. Call Intent*
    Reconfirm
    Involuntary Exchange
    Voluntary Exchange
    FTC/MCO Redemption
    Change
    Cancel
    New Booking
    Billings and Refund
    General Information
    Complaints
    Loyalty
    Others


  1. SR Callback Creation*
    Valid
    Invalid


  1. If 'invalid', why?*


  1. Escalation Trigger Point L1*
    Policy Driven
    Process Driven
    Agent Driven
    Non-Handling Agent Driven
    Vendor Related
    Tools Driven
    On-set Escalation
    Invalid SR
    Customer Related


  1. Escalation Trigger Point L2*


  1. Agent documentation*
    Proper
    Improper


  1. Case Handlers
    wmnrbernardino
    wmnrdasmarinas
    wmnccollantes
    wmnanicolas
    wmnjloyola
    wmnalongcayana
    wmnkcomia
    wmnmendaya1
    wmnrcastor
    WMNDazores
    wmnldamaso
    wmnlogania
    N/A


  1. Rescheduling Case Reason
    Did not reach the customer
    Needed follow-up with vendor/internal EG teams
    Customer asked to be called back at a later time
    Disconnected call from previous attempt
    Outside callback hours
    SR Avoidance
    N/A
    Others


  1. Open Cases
    Valid Open Case
    Invalid Open Case
    N/A


  1. Last attempt done
    1st
    2nd
    3rd
    4th
    Untouched


  1. Case closed by


  1. Case accessed/closed through
    Manual pull-up/closure
    Auto-populated on VNext
    Case still untouched


  1. [Closed Cases Only] Action Taken*
    Closed and resolved following Expedia process
    Closed due to other agent already resolved the issue
    Closed due to 3 unsuccessful attempts
    Closed with no further action taken (ZTP)
    Case still open with few attempts
    Case still untouched


  1. Who among the handlers accessed the case more than 4 hours from the rescheduled follow-up time if there's any?
    wmnrbernardino
    wmnrdasmarinas
    wmnccollantes
    wmnanicolas
    wmnjloyola
    wmnalongcayana
    wmnkcomia
    wmnmendaya1
    wmnrcastor
    WMNDazores
    wmnldamaso
    Not Listed
    N/A


  1. Handler Compliance
    Compliant
    Non Compliant


  1. Handler Non-Compliant Reason


  1. SR Closed Date


  1. QA Remarks*





Ana Marie Sanchez