Daily Chat Tracker
Name: 


A red asterisk (*) indicates required questions.

  1. Pre Checked by (Name of RH/TL)*


  1. Agent (Last, First Name)*


  1. UID (Not include "U")*


  1. ChatID*


  1. Itinerary*


  1. Product*
    Flights
    Lodging
    Car
    Package
    Activity/Amenities
    Others


  1. Intent*
    Change - Voluntary
    Change - ASC
    Change - ECR
    Change - FTC Redemption
    Cancel - Void
    Cancel - FTC
    Cancel - ASC
    Cancel - Refund
    Cancel - ECR
    Inquiry/Reconfirm
    Billing & Refund (Include refund follow ups/duplicate charges)
    Complaint
    Others


  1. If ASC/IRROPS (What Airline)


  1. Is there an Outbound call made? (Customer/Car/Property/Activity/Airline)*
    Yes
    No


  1. How long did the waiting time before they answer the call?*


  1. Documentation Done (GDS/Classic)?*
    Yes
    No


  1. Chat Duration (In seconds)*


  1. Is the concern resolved?*
    Yes
    No


  1. Reason for long chat?*
    Purged PNR
    Sabre Purged PNR
    Multiple Itinerary
    Process both combined one way changes/cancel
    Manual Process
    Calling Airlines
    Calling Car
    Calling Property
    Calling Amenities
    Customer is too many request
    Others
    Not a long chat (Less than 20 minutes)


  1. Is there a process done? (Cancel/Change - All Products)*
    Yes
    No
    N/A


  1. Self-Audit done? (Pre/Post check) Documentation/Segments/Retention/Queue*
    Yes
    No





Ana Marie Sanchez