QA Short Chat Scrubbing 2023 - (copy)
Name: 


A red asterisk (*) indicates required questions.

  1. Date


  1. Partner Name


  1. Conversation Id


  1. Agent Name


  1. Product
    Lodging
    Flight
    Car
    Insurance
    Unknown


  1. Intent
    Cancel
    Change
    Billing and Refunds
    Reconfirm
    Unknown


  1. Is Short Chat Valid?
    Yes
    No


  1. Has follow up*
    Yes
    No


  1. Short Chat Driver
    Agent - Knowledge - Incorrect Process
    Agent - Behavior - Unnecessary AOB
    Agent - Lack of Research
    Agent - Communication Skills/Comprehension
    Agent - Efficiency - Too much hold, took too long to resolve the issue
    Agent - Delayed/No Chat Opening
    Agent - Prematurely end the chat
    Agent - Invalid Transfer
    Process_Policy - No available policies/process
    Process_Policy - Resulted to Escalation
    Process_Policy - Multiple Itineraries/PNR
    Process_Policy - Incomplete instructions/Information in Agent Help
    Process_Policy - Policy instructs agent to call vendor
    Process_Policy - Others - Describe in Free Form Column
    Expedia_Tools - Website not working
    Expedia_Tools - Incomplete information displayed online - Resulted to Escalation
    Expedia_Tools - Site Error Complaint
    Expedia_Tools - Others - Describe in Free Form Column
    Agent_Tools - Intermittent Connectivity
    Agent_Tools - Known Tool Issue ( Reported issues to GC3) -Bugs
    Agent_Tools - Tool limitation
    Agent_Tools - Unable to Service Itinerary
    Agent_Tools - Others - Describe in Free Form Column
    Customer_Driven - Customer Complaints - (Did Not Review T&C's Wrong Booking)
    Customer_Driven - Too Many Questions/Requests
    Customer_Driven - Being Too Difficult
    Customer_Driven - Others - Describe in Free Form Column
    Vendor_Driven - Vendor Push Back
    Vendor_Driven - No Service provided
    Vendor_Driven - Poor Service
    Vendor_Driven - Others - Describe in Free Form Column
    Expedia_Tools - Chat was transferred to another agent
    Expedia_Tools - No conversation between agent and customer
    Agent_Tools - Unable to view customer's chat
    Agent_Tools - Virtual took too long to connect agent with customer
    Agent_Tools - Customer was disconnected from chat
    Agent_Tools - Chat was transferred from another agent. No response from customer
    Customer_Driven - Issue resolved - Concern was answered
    Customer_Driven - Customer Stopped Responding


  1. Remarks


  1. Type (referral/oubound)
    Referral
    Outbound


  1. Validity
    Valid
    Invalid


  1. why? (behavior/knowledge)
    Behavior
    Knowledge


  1. Remarks for referral/outbound


  1. Was the chat surveyed
    Yes - Promoter
    Yes - Passive
    Yes - Detractor
    No





Ana Marie Sanchez