15-Minute Intra Day Interventions
Name: 


A red asterisk (*) indicates required questions.

  1. Agent UID ( do not include "u" )*


  1. Itinerary*


  1. Conversation ID*


  1. Exchange Intent*
    FTC Redemption
    Airline Schedule Change
    Voluntary Change


  1. Reason for FUP*
    Exchange Script not used
    Call referred to vendor / other department incorrectly
    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 advise email confirmation or information requested thru email
    Failed to retain the price of the ticket
    Failed to cancel all segments of the flight
    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 Cancel Insurance segment of Package
    Failed to Cancel other trip segment of Package
    Booked wrong dates, location, POS
    Failed to Create SR / Communicate to vendor thru Email
    Failed to Void the ticket
    Failed to provide steps to file an Insurance claim
    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 - Alternative options not provided
    Agent Related - Did not provide SSO
    Agent Related - Callback commitment not executed
    Others


  1. Remarks (Details of Agent's Opportunity)*


  1. Feedback Provided*
    Yes
    No


  1. Resource*
    Ronald Castor
    Bryan Fortuna
    Mark Joseph Acosta
    Lesly Ogania





Ana Marie Sanchez