CCR Scrubbing FormV3 - Cluster Angel


A red asterisk (*) indicates required questions.

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


  1. Agent Skill *
    Lodging
    Non-Lodging


  1. Team Leader(First, Last Name)
    *


  1. Itinerary*


  1. Conversation ID*


  1. Chat Date(PST)(MM/DD/YYYY)*


  1. Evaluation Date (MNL)*


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


  1. AHT*


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


  1. Product*
    Lodging
    Car
    Flight
    Package
    Unknown


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


  1. Subintent*
    Resend Itinerary
    Pending Authorization Removal
    Pending Refunds
    Refund Request
    Requesting to research a charge
    ASC affected
    Extenuating
    Customer Error
    Change of Plans
    Covid affected
    Involuntary - previous agent error
    Use a credit
    Customer error booking
    Vendor Poor service
    Vendor Complaint
    Website Content
    Baggage Information
    Coupon and Promotion
    Itinerary Details
    Loyalty privileges
    Buy a Seat
    Special Service Request
    Best Price Guarantee
    Others


  1. Brief Summary of the Chat (Reason for chat,Action taken,Resolution Accepted?)
    *


  1. Callback Contributor Lvl 1*
    Agent Related
    Customer Related
    Policy/Process Related
    Supplier Related
    Tech Tools Related


  1. Callback Contributor Lvl 2*
    Agent Related-Difficulty in communicating the resolution or steps required for the customer
    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-Callback commitment not executed
    Agent Related-Agent no answer
    Agent Related-Claiming system issue
    Agent Related-Failed to Understand the issue
    Agent Related-Agent did not offer strong recommendation
    Agent Related-No assurance to provide help
    Agent Related-Rudeness/Sarcasm
    Agent Related-Invalid Transfer
    Agent Related-Hard to understand- sentence contruction
    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-Difficulty in communicating the resolution or steps required for the customer
    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 Stopped Responding
    Customer Related - Followed up for a request within SLA
    Customer Related - Not observed on the chat/Verbatim
    Customer Related - GhostChat
    Process Related - Process requires transfer of call to LCC
    Process Related -Process requires transfer of call to ASC
    Process Related -Process requires transfer of call to another POS
    Process Related -Inability to process unaccompanied minor booking
    Process Related -Inability to accept payment for baggage
    Process Related -No Flights available
    Process Related -Inability to file insurance claim on behalf of customer
    Process Related -Inability to add insurance to an existing booking
    Process Related -Inability to change car specifics
    Policy Related - EBF non-ref Cancellation/Change/Void
    Policy Related - BEF non-ref Cancellation/Change
    Policy Related - Merchant Discounter Fare Change/Cancellation Limitation
    Policy Related - Prices and Availability are subject to change
    Policy Related - No action taken from endorsed case to offline team
    Policy Related - No assistance from Vendor / Referred back to Expedia
    Policy Related - Availability of Seat Selection
    Policy Related - Travel Restrictions
    Supplier Related - Sudden ASC on Itinerary
    Supplier Related -Vendor Not Available
    Supplier Related -Vendor Denied Waiver
    Supplier Related -Vendor Poor Service Provided
    Supplier Related - failed to provide SSR
    Supplier Related - Failure to process refund (Hotel Collect)
    Tech- Tools Related - Poor phone connection
    Tech- Tools Related - Dropped Calls
    Tech-Tools Related - Email Confirmation Not Delivered
    Tech-Tools Related - System Outage
    Tech- Tools Related - Call Drops during/while transferring
    Tech-Tools Related - Process not available on Agent Tools
    Tech-Tools Related - Website Content Inconsistency
    Tech-Tools Related - Mobile App Downtime
    Tech-Tools Related - Mobile App Limitations
    Tech-Tools Related - Bot -Long wait
    Tech-Tools Related - Bot - Others
    Others


  1. If others, please specify -*


  1. What could have been done to avoid a repeat (Agent Related)*





Ana Marie Sanchez