QA Checklist Chat Scrubbing - (copy)

For QA and NL OPS usage. Effective 3/6/2023.

Important: If the question is not applicable, please leave it blank or select YES. In"If selected No, what specific reason why it was tagged as No." box just please state that ITS NOT APPLICABLE due to ff reason.
Name: 


A red asterisk (*) indicates required questions.

  1. Skilling  *


  1. Product*
    Hotel
    Flight
    Car
    Activity
    Package


  1. Agent uID (without the u)*


  1. Agent Name (Format: First Name Last Name)*


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


  1. Deputy Manager (Format: First Name Last Name)*


  1. Conversation ID*


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


  1. Sub-Intent*
    Billing & Refunds - Duplicate Charges
    Billing & Refunds - Pending Authorization Removal
    Billing & Refunds - Pending Refunds
    Billing & Refunds - Request for refund
    Billing & Refunds - Requesting to research a charge
    Cancel - ASC affected
    Cancel - Voluntary - Extenuating
    Cancel - Voluntary Change of Plans
    Change - ASC affected
    Change - Covid affected
    Change - Involuntary - previous agent error
    Change - Use a credit
    Change - Voluntary - Customer error booking
    Change - Voluntary Change of Plans
    Change - Voluntary - Poor vendor service
    Create Booking - Assistance with new booking
    Create Booking - Failed Self Serve - Website
    General Information - Flight - Baggage Information
    General Information - Flight - Itinerary Details
    Name Correction - Customer Error
    Name Correction - Site Error
    Special Service Request - Flight - Buy a Seat
    Loyalty/Account - Loyalty privileges
    Complaint - Vendor Complaint
    Complaint - Website Content
    Loyalty/Account - Loyalty privileges


  1. Chat Duration (Format: In seconds)*


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


  1. Utilizes a Warm and Welcome Approach*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Acknowledges Needs, Validates Reason for Conversation, Shows Empathy*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Maintains a Polished and Professional Approach*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Demonstrates Active Listening/Comprehension*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Is Consultative: Assesses the Situation and Offers Appropriate Solutions in a Positive Manner*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Communicates Clearly and Concisely, Sets Traveler Expectations*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Demonstrates Knowledge and Educates Traveler*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Follows Logical Interaction/Workflow Requirements*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Processes Transaction Accurately*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Provides Accurate and Complete Information Throughout the Interaction*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Demonstrates Knowledge and Proficiency of Expedia Systems and Brand Tools*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Follows Through on Set Expectations*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. First Contact Resolution Effectiveness*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Communicates All Relevant disclosures, fare rules, and fees*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Followed security verification protocols*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Was compliant with Zero Tolerance Policies*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Did the agent use GEVR in case of ticketing/exchange case? (For FLIGHT ONLY)
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


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


  1. If selected No, what specific reason why it was tagged as No.


  1. Did the agent use less then 5-7 mins of hold time before get back to travelers?*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


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


  1. If selected No, what specific reason why it was tagged as No.


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


  1. If selected No, what specific reason why it was tagged as No.


  1. Did the agent disclose the fare rules/penalty to the customer as appropriate? (For FLIGHT ONLY)
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Did the agent apply the waiver code in the right waiver code format? (For FLIGHT ONLY)
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Did the agent check the ticket image once he/she process the pnr? (For FLIGHT ONLY)
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Did the agent advise baggage allowance to the traveler after the changes? (For FLIGHT ONLY)
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Did agent verify the waiver code with the hotel representative before using? Was it documented along with the approver name and position? (For HOTEL ONLY)
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Did agent done the proper documentation?*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Did the agent apply the waiver code in the right placement box? (Ex: Endorsement box, Tour code box, OSI) (For FLIGHT ONLY)
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Did the agent document that the waiver they used is validated by the TL/RH? (For FLIGHT ONLY)
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Did agent paraphrase traveler's concern?*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Did agent asked targeted questions based on the [previous conversation] VA Inputs? (Targeted questions including preferred date, time, non-stop/connection)*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Did agent promote the SSO option?*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Did agent check the any other upcoming booking of same traveler on the account and document in the booking?*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Did agent discuss to the traveler about the other upcoming booking on the account to the passenger?
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Did agent use the closing spiel properly addressing all the concern of traveler?*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Did the agent resolve the traveler's concern?*
    Yes
    No


  1. If selected No, what specific reason why it was tagged as No.


  1. Did the agent use appropriate canned response/s?*
    Full - used ALL appropriate canned response
    Most - Missed at least 2 canned response
    Some - Missed more than 3 canned response
    None - did not use ALL canned response


  1. If selected No, what specific reason why it was tagged as No.


  1. Action Taken*
    Executed
    Inquiry


  1. Is this a CCR Call?*
    Yes
    No


  1. Callback Contributor (If not CCR, please select the predictive response)*
    Agent Related
    Customer Related
    Process, Vendor, Supplier Related
    Tech, Tools Related


  1. Agent Related*
    Difficulty communicating with the agent
    Hold time too long so I hung up
    Initiated disconnection
    Issue was not resolved during the first contact
    Performed Incomplete process
    Performed Incorrect process
    Incomplete information provided
    Incorrect information provided
    Alternative options not provided
    Did not provide SSO
    Callback commitment not executed
    Lack of Research
    Lack of Probing Questions
    Lack of Rebuttal Statements
    Lack of Confidence
    Did not uncover emotional needs
    Active Listening
    Failed to Understand the Customer's Needs
    Agent No Response
    NOT AGENT RELATED


  1. Customer Related*
    Had a followup question or needed to ask additional questions
    Needed to confirm information with traveling party/others prior to making changes
    Needed to make a change/cancel my reservation
    Wanted to discuss my question/issue with a different agent
    Undecided customer
    Failed to pass security verification
    Did not have enough funds to complete booking
    Concern for a different booking
    Customer Stopped Responding
    Followed up for a request within SLA
    NOT CUSTOMER RELATED


  1. Process, Vendor, Supplier Related*
    Followed up for a request outside SLA
    Help Topic advised customer to call back
    No action taken from endorsed case to offline team
    Was instructed to contact customer service again
    Did not receive refund
    NOT PROCESS, VENDOR, SUPPLIER RELATED


  1. Tech, Tools Related*
    Ghost call
    Poor phone connection
    Dropped Calls
    System Outage
    Email Confirmation Not Delivered
    NOT TECH, TOOLS RELATED


  1. Brief Description of the Chat ( Issue, Resolution provided, What cause CCR)*


  1. Was this call disconnected?*
    Yes - disconnected call, no call back observed
    Yes - disconnected call, call back performed
    No - complete call


  1. Cause for disconnection*
    Bad audio (customer or agent)
    Chat was not answered
    Chat was placed on hold
    Chat was placed on long hold, mute
    Chat was placed on silence
    Customer failed to hang up (Agent had to disconnect)
    Customer stopped talking/responding
    Customer was not satisfied with resolution / bad customer experience
    Customer was speaking profanity
    Ghost Call (Agent opened the call and no response from customer)
    Misdial or misrouted call
    Prank chat
    Tool issue (to be used only with confirmed GC3 ticket/report)
    NA - call not disconnected


  1. Call stages where disconnection happened?*
    Opening
    Security verification
    Discovery
    Research
    Resolution
    Performing an outbound call
    Closing
    NA - call not disconnected


  1. Did the agent document that they used the FWR in checking the fare rules? (For FLIGHT ONLY)
    Yes
    No


  1. If Agent didn't use FWR, why? (For FLIGHT ONLY)





Ana Marie Sanchez