UA Non Lodging Chat GOLD Library - 2023

The call/chat interaction should be:

• Has positive NPS survey
• Did not resulted to a repeat call or chat
• Low AHT (preferably within PSP target but in any case should not exceed above 5% of PSP target)
• Call or chat interaction should be reviewed and vetted by their QA team to ensure the interaction is within EG standards
• QA to tag (categorize) the intent/sub-intent
• QA to maintain the file updated with fresh model calls or chat interactions – no more than 60 days old
Name: 


A red asterisk (*) indicates required questions.

  1. LOB*
    Non-Lodging
    Non-Lodging | Translation
    Lodging


  1. Agent uID (without the u)*


  1. Team Lead (Format: First Name Last Name)*


  1. Itinerary*


  1. Chat ID*


  1. Chat Date (Format: MM/DD/YY)*


  1. Chat Duration (whole number in seconds)*


  1. Product*
    Flight
    Hotel
    Car
    Activity
    Package


  1. Intent  *


  1. NPS Scale

    Note: Select NA if there's no survey.  *


  1. Brief Summary*





Ana Marie Sanchez