Scaffolding/Nesting FAQ - NLV
Name: 


  1. UID (without "u")


  1. Date (MM/DD/YY)


  1. Call Intent
    Cancel
    Change
    Exchange
    Complaint
    Reconfirm
    Billing and Refunds
    Create New Booking
    Name Correction
    Agent/Site/Customer Error
    FTC / MCO Inquiry
    FTC / MCO Redemption
    ASC Inquiry
    Others


  1. What type of question was asked?
    Confirmation of Process Steps
    Unfamiliar with Process
    Confirm how and What to Say (Delivery)
    Confirmation if review/research is correct
    Unusual Customer Scenario
    Supervisory Call
    Tool Error
    Others


  1. Details of the Query (Actual Question of the agent)


  1. What response was given? (Include Specific HT needed)





Ana Marie Sanchez