RH/Lead Long Chat Scrubbing - Team Garry
Name: 


A red asterisk (*) indicates required questions.

  1. Week (Eg. WK40)*


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


  1. Agent name (Last, First name)*


  1. Chat ID*


  1. Handle Time (In seconds)*


  1. Product*
    FLIGHT
    LODGING
    CAR
    AMENITIES
    PACKAGE


  1. Intent*
    CHANGE
    CANCEL
    INQUIRY
    COMPLAINT
    BILLING & REFUNDS


  1. Sub-Intent*
    CHANGE - VOLEX
    CHANGE - ECR
    CHANGE - ASC
    CHANGE - CREDIT REDEMPTION
    CANCEL - VOID
    CANCEL - REFUND
    CANCEL - FTC
    CANCEL - LOSE VALUE
    CANCEL - ASC
    CAR - CANCEL/CHANGE


  1. Did the agent use GEVR in case of ticketing/exchange case?*
    Yes
    No


  1. Did the agent use clear and concise answer on passenger's query?*
    Yes
    No


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


  1. Did the agent the placed the customer multiple times?*
    Yes
    No


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


  1. Did the agent quote the fare or ADC (Fare difference + Penalty fee) to the customer as appropriate?*
    Yes
    No


  1. Is it a Passive and/or Detractor NPS?*
    Yes
    No


  1. Long Chat Driver*
    Agent Related
    Customer Related
    System Issue
    Policy Related


  1. Reason as to why you selected the above long chat driver*


  1. Brief Summary of Chat*





Ana Marie Sanchez