AOB Call Monitoring

Tools

A red asterisk (*) indicates required questions.

Evaluator Name (Last Name First Name)*

Agent UID (Without "U")*

Agent Name (Last Name First Name)*

TL Name (First Name Last Name)*

Deputy Manager (First Name Last Name)*

Agent Tenure (Refer to Masterlist) *

Agent Group (Refer to Masterlist) *

Call Date (MM/DD/YY)*

Conversation ID*

Itinerary*

Call Duration (in seconds)
*

Brand *

Primary Product Serviced *

Intent *

Travel Stage *

Vendor/Airline Name (Airline code only, car rental name or property name)*

Evaluation Date (mm/dd/yyyy)*

Customer Paint Points *

What Help Topic Addresses the concern? (Article number only)*

Outbound Number based in Console*

Outbound Recipient based in Console (Copy + Paste from Console)*

Did the agent dialed the correct phone number based on AH?*

	Yes
	No
	NA

Recipient *

Vendor/Department (Airline code only, car rental name or property name e.g AA, Hertz, Wyndham Hotel, Expedia CA, Internal - Tier 3, Amadeus, Sabre, Farelogix, ASC, CAT, Name Change)*

Type (Outbound/Referral) *

Reason for Outbound/Referral *

If Others, Pls. specify (freeform)

Is the Outbound/Referral Valid? *

Invalid Reason L1 *

Invalid Reason L2 *

If Others, Pls. specify (freeform)*

AOB Outcome*

	Waiver Approved
	Waiver Denied
	Approver not available
	Vendor provided information
	Spoke with Customer, Resolved
	Spoke with Customer, Not Resolved
	Left a VM
	Sent disconnected email
	Left a VM, sent disconnected email
	Softphone error
	Details NOT Available
	Transferred to Vendor
	Transferred to Internal Team
	Vendor asked to send email
	Vendor not available
	Agent disconnected the call while calling the AL
	Agent did not continue call with AL
	NA

What type of agent opportunity?*

	Knowledge
	Behaviour
	NA

Concise Summary of the AOB (Customer intent/Reason for AOB/Outcome)*

Did the customer call within the last 72 hour?*

	w/ Follow up
	No Follow up

Was this a ZTP call?*

	Yes
	No

ZTP Category
*

	Electronic Use
	Personal Conduct
	Confidentiality
	Contact Avoidance
	Policies and Procedures
	Fraud
	Tool Use
	NA

ZTP Specifics
*

	Electronic Use - No use of electronic items on the Expedia production floors and in training rooms as outlined in the Personal belongings section above."
	Personal Conduct - Using offensive language or yelling at the customer.
	Personal Conduct - Pursuing a conversation or commenting around age, disability, race, ethnicity, religion, gender, lifestyle, or sexual orientation.
	Personal Conduct - Making slanderous comments which would risk bringing an Expedia Group brands, affiliates or products into disrepute.
	Confidentiality - Sharing or disclosing of confidential or proprietary information pertaining to future mergers, acquisitions, or existing commercial partnerships.
	Confidentiality - Unauthorized personal use or mention of Expedia Group brands, affiliates, and products, including posts to social media and the like.
	Contact Avoidance - Deliberately ending an interaction with the customer prematurely with malicious intent.
	Contact Avoidance - Failure to follow documented customer callback process.
	Contact Avoidance - Missed call backs, cold transferring back into queue, inappropriately deflecting the customer to another contact channel or team, leaving the customer on mute until they hang up or instructing the customer to call back later against policy.
	Policies and Procedures - Failure to follow the policies and procedures outlined in agent knowledgebase (Agent Help) when a customer requests to speak to a supervisor and/or refusal by the agent to provide their name to the customer when requested.
	Policies and Procedures - Failure to raise a service request (SR) to escalate a call to a Supervisor in the situation where an agent has advised they will escalate to their supervisor and fails to raise the service request.
	Policies and Procedures - Failure to review future impacted bookings when a property is no longer viable for Expedia and follow appropriate documented processes to request removal of the property from our inventory (Relocations).
	Policies and Procedures - Repeated failure in a Critical Customer Process (CCP).
	Fraud - Writing down, storing, transmitting, or sharing information relating to Expedia Group or its customers.
	Fraud - Creating more than 1 itinerary for 1 call against policy guidelines.
	Fraud - Improper use of customer PII or PCI information.
	Fraud - Sharing assigned Expedia tool access or credentials with others.
	Fraud - Using logins or credentials that are assigned to someone else.
	Fraud - Unauthorized / inappropriate issuance of refunds, credits, redemption, or issuance of coupons and/or loyalty program points against policy.
	Fraud - Unauthorized or inappropriate association of a booking or account to a loyalty program without customer consent or against policy.
	Fraud - Unauthorized or inappropriate access or creation of a personal booking or account belonging to the individual accessing it or their immediate family, friends and coworkers using Expedia tools.
	Fraud - Behavior or conduct which occurs to misinform, mislead, or deceive the customer, malicious intent for sale.
	Fraud - Amending any customer information / records without the customer's direct consent or permission or falsely documenting case records to prevent the customer from receiving a survey.
	Fraud - Unauthorized storage, use or distribution of sensitive customer information (including full or partial credit card numbers, addresses (physical and email), names, telephone numbers, or trip information) to anyone who cannot meet prescribed Security Verification policies.
	Fraud - Asking for customer logins or passwords to their online account to service bookings or attach bookings to loyalty accounts.
	Tool Use - Accessing or attempting to access any Expedia Group or associated third-party tools outside of the office or regular working hours. This includes tools used in production and in the training environment, which may contain proprietary customer or financial information.
	NA

Approved by (LEAVE BLANK)

Ana Marie Sanchez