Long Chat Scrubbing LIO
Name: 


A red asterisk (*) indicates required questions.

  1. UID (without "u")*


  1. Chat Date*


  1. Team Lead Name*


  1. Brand  *


  1. Conversation Id*


  1. Product*
    Lodging
    Flight
    Car
    Package
    Insurance
    Activity


  1. Chat Summary*


  1. Intent*
    Exchange / Change
    Cancel
    Billing and Refunds
    Reconfirm
    Complaint
    Create Booking
    Name Change/Correction
    Insurance
    Special Service Request
    Missing Reservation
    Coupon and Promotion
    Best Price Guarantee
    Information
    Rewards Questions
    Email Settings
    General Questions
    Password and Sign On
    Account Maintenance
    Voucher Questions
    Voucher Print and Mail
    Others


  1. Sub Intent*
    Add Information
    Add Traveler
    Agent Error
    Baggage Information
    Billing
    Content Error
    Customer Error
    Change of Plans
    Duplicate Booking
    Double Charge
    Extenuating Circumstances
    Fare Rules & Fees
    Flexibility Policy
    Flight Details
    FTC Information
    FTC Redemption
    MCO Redemption
    Receipt
    Refund Follow-up
    Airline Schedule Change
    Rewards Adjustment
    Seat Assignment
    Others


  1. Is Long Chat Valid?*
    Yes
    No


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


  1. Long Chat Driver Remarks*


  1. POS  *


  1. Language  *


  1. Did the agent respond on first message in less than 10 sec?*
    Yes
    No


  1. Remarks for referral/outbound


  1. Did the agent use less then 3-5 mins of hold time before get back to travelers?*
    Yes
    No





Ana Marie Sanchez