FUP Scrubbing Form OPS | NLC
Name: 


A red asterisk (*) indicates required questions.

  1. UID*


  1. Agent Name*


  1. Supervisor*


  1. Deputy Manager*


  1. Tenurity*


  1. Conversation ID*


  1. AHT*


  1. Chat Date*


  1. Itinerary*


  1. Brand*
    Expedia
    Orbitz
    Travelocity
    Cheaptickets
    Hotels.com
    Ebookers
    Wotif
    LastMinute
    Others


  1. Loyalty Status*
    Non-Member
    Blue
    Silver
    Gold
    Platinum


  1. PNR*


  1. GDS*
    Farelogix-UA
    Farelogix-AA
    Farelogix-Others
    NDC
    LCC
    Amadeus
    NA


  1. Product*
    Flight Only
    Hotel Only
    Car Only
    Activity Only
    Package - Flight
    Package - Hotel
    Package - Car
    Package - Activity
    Package multiple


  1. Validating Carrier (AIRLINE CODE)*


  1. Non-Validating Carrier (leave blank if there's only one airline)


  1. Intent (Console)*
    CHANGE
    CANCEL
    VIEW BOOKING
    REWARDS
    LOYALTY
    REFUND STATUS
    FTC REDEMPTION
    RECONFIRMATION
    COMPLAINT
    OTHERS


  1. Actual Intent*
    Voluntary Change
    Voluntary Cancel
    Involuntary Change
    Involuntary Cancel
    Involuntary Change - Partial
    Involuntary Cancel - Partial
    Void
    Refund FUP
    Reconfirmation
    Complaint


  1. Booking Type*
    Wholly unused
    Partially used


  1. Travel Stage*
    Pre - Travel
    In-Travel
    Post - Travel
    Before booking


  1. Penalty Stage/Policy*
    Flight - Refundable & Changeable no fee
    Flight - Refundable & Changeable with fee
    Flight- Non-refundable & Changeable no fee
    Flight- Non-refundable & Changeable with fee
    Flight- Non-refundable & non-hangeable
    Lodging – Outside Penalty
    Lodging – Inside Penalty
    Lodging – Non-refundable
    Car – Non-refundable
    Car – Refundable
    Activity - Outside Penalty
    Activity - Inside Penalty
    Others


  1. Fare Type
    *
    Flight – LCC
    Flight – Published
    Flight – Merchant
    Lodging – Pay Now
    Lodging – Pay Later
    Car – Pay Later Agency
    Car – Pay Now Agency
    Car – Pay Now Merchant
    NA


  1. Ticket_Type*
    Roundtrip
    One-way
    COWF
    Multiple
    NA


  1. Multiple_Executed_Actions?*
    Yes
    No
    Inquiry Only


  1. Type of Execution (Blank if inquiry only)*
    Exchange
    Void
    Cancel
    Refund
    VNA Script - GDS
    NA


  1. Is the PNR purged?*
    Yes
    No
    NA


  1. L1 - FUR Category/Driver*
    Agent Related FUP
    Process Policy Related FUP
    Customer Related FUP
    TechRelatedEG FUP
    TechRelatedWNS FUP


  1. L2 - FUR Category/Driver*
    Voluntary Change Agent
    Involuntary Cancel Agent
    Involuntary Change Agent
    Void - CancelAgent
    Reconfirm_Agent
    Account_Specific_Agent
    Voluntary_Change_Process
    Involuntary_Cancel_Process
    Involuntary_Change_Process
    Void_Cancel_Process
    Reconfirm_Process
    Account_Specific_Process
    Voluntary_Change_Customer
    Involuntary_Cancel_Customer
    Involuntary_Change_Customer
    Void_Cancel_Customer
    Reconfirm_Customer
    Account_Specific_Customer
    Voluntary_Change_EG
    Involuntary_Cancel_EG
    Involuntary_Change_EG
    Void_Cancel_EG
    Reconfirm_EG
    Account_Specific_EG
    Voluntary_Change_WNS
    Involuntary_Cancel_WNS
    Involuntary_Change_WNS
    Void_Cancel_WNS
    Reconfirm_WNS
    Account_Specific_WNS


  1. L3 - FUP/Category/Driver*
    Agent_PerformedIncompleteProcess
    Agent_PerformedIncorrectProcess
    Agent_IncorrectInformationProvided
    Agent_IncompleteInformationProvided
    Agent_HandlingCommunicationSkills
    Agent_WrongExpectationSettingWRTtimelines
    Agent_SelfServiceNotProvidedSSO
    Process_Refertovendor
    Process_VendorsPolicy
    Process_EGPolicy
    Process_Others
    Customer_Undecidedcustomer
    Customer_Failedtopasssecurityverification
    Customer_Creditcardissue
    Customer_Additional_differentconcern
    Customer_FollowedupforarequestinsideSLA
    Customer_Drop_endcall
    Customer_Customerpushedbackbythevendorairlinehotelcar
    Customer_Others
    TechEG_GhostCall
    TechEG_SoftphoneIssue
    TechEG_Downtime
    TechEG_Latency
    TechEG_EmailConfirmationNotDelivered
    TechEG_DataAnomalyMisroutedCall1notrelatedtoCall2
    TechEG_NoconversationfoundinCall2ConsoleandVnext
    TechEG_Website_SSOError
    TechEG_InternalTransfer
    TechEG_Error
    TechWNS_HeadsetIssue
    TechWNS_Internet
    TechWNS_Others


  1. L4 - FUP/Category/Driver*
    Agent_PerformedIncompleteProcess_Failed_to_cancel_car
    Agent_PerformedIncompleteProcess_Failed_to_cancel_Paid_Seats
    Agent_PerformedIncompleteProcess_Failed_to_cancel_hotel
    Agent_PerformedIncompleteProcess_Did_not_send_cancelation_email
    Agent_PerformedIncompleteProcess_Failed_to_refund_booking_fee_(COW)
    Agent_PerformedIncompleteProcess_Failed_to_cancel_all_segments
    Agent_PerformedIncompleteProcess_Failed_to_cancel_other_PNR_(COW)
    Agent_PerformedIncompleteProcess_Failed_to_cancel_insurance
    Agent_PerformedIncompleteProcess_New_Fare_Quote_not_saved
    Agent_PerformedIncompleteProcess_Failed_to_Exchange_Flight
    Agent_PerformedIncompleteProcess_Failed_to_emulate_to_correct_OID
    Agent_PerformedIncompleteProcess_Failed_to_send_email_confirmation
    Agent_PerformedIncompleteProcess_Failed_to_place_PNR_on_queue
    Agent_PerformedIncompleteProcess_Failed_to_process_refund_in_VClassic_for_(MOR)
    Agent_PerformedIncompleteProcess_Did_not_confirm_customer's_email_address
    Agent_PerformedIncompleteProcess_Did_not_send_email_-_new_itinerary_details
    Agent_PerformedIncompleteProcess_Failed_to_manually_return_OKC_after_GDS_cancelation
    Agent_PerformedIncompleteProcess_Failed_to_create_SR_for_reward_Adjustment
    Agent_PerformedIncompleteProcess_Others
    Agent_PerformedIncorrectProcessRedeemed_FTC_for_wrong_Date/Time/Route
    Agent_PerformedIncorrectProcessRedeemed_FTC_for_wrong_passenger
    Agent_PerformedIncorrectProcessFailed_to_redeem_MCO_or_use_incorrect_MCO_number
    Agent_PerformedIncorrectProcessInvalid_referal_to_car_rental_instead_of_offering_cancel_&_rebook
    Agent_PerformedIncorrectProcessRedeemed_wrong_passanger's_FTC
    Agent_PerformedIncorrectProcessCOS_/_Cabin_Downgrade
    Agent_PerformedIncorrectProcessA2A_Pushed_Back
    Agent_PerformedIncorrectProcessAgent_offered_re-protection_instead_of_Refund
    Agent_PerformedIncorrectProcessAlternative_Option
    Agent_PerformedIncorrectProcessExchanged_wrong_Date/Time/Route
    Agent_PerformedIncorrectProcessExchanged_wrong_passenger
    Agent_PerformedIncorrectProcessExchanged_incorrect_ticket_(COWF)
    Agent_PerformedIncorrectProcessCharged_incorrect_credit_card
    Agent_PerformedIncorrectProcessChanged_the_wrong_flight_segment
    Agent_PerformedIncorrectProcessIncorrect_pricing_command_used
    Agent_PerformedIncorrectProcessInvalid_Referral_to_Airline
    Agent_PerformedIncorrectProcessCancelled_wrong_PNR_(COWF)
    Agent_PerformedIncorrectProcessCancelled_wrong_passenger
    Agent_PerformedIncorrectProcessCancelled_incorrect_flight_segment
    Agent_PerformedIncorrectProcessCancelled_incorrect_flight_itinerary
    Agent_PerformedIncorrectProcessFailed_to_divide_itinerary_before_modification
    Agent_PerformedIncorrectProcessCancel/voided_Bargain_Fare
    Agent_PerformedIncorrectProcessInvalid_Referal_to_Airline
    Agent_PerformedIncorrectProcessVNA_-_Failed_to_create_SR_on_correct_Queue
    Agent_PerformedIncorrectProcessRefusal_to_Escalate_to_a_supervisor
    Agent_PerformedIncorrectProcessUnnecessary_Verification_-_Account_Auto_Verified
    Agent_PerformedIncorrectProcessFailed_to_manually_return_OKC_after_GDS_cancelation
    Agent_PerformedIncorrectProcessFailed_to_create_SR_for_reward_Adjustment
    Agent_PerformedIncorrectProcessOthers
    Agent_IncorrectInformationProvidedIncorrect_phone_number_provided_LCC
    Agent_IncorrectInformationProvidedWrong_policy_interpretation
    Agent_IncorrectInformationProvidedInvalid_Referral_to_Airline
    Agent_IncorrectInformationProvidedWrong_Policy_Interpretation-Incorrect_cancel_Fee_provided
    Agent_IncorrectInformationProvidedWrong_Policy_Interpretation-Incorrect_FTC/MCO_Ticket_Vadility
    Agent_IncorrectInformationProvidedIncorrect_Refund_Timing
    Agent_IncorrectInformationProvidedIncorrect_refund_Amount
    Agent_IncorrectInformationProvidedIncorrectly_advised_travel_waiver_eligibility
    Agent_IncorrectInformationProvidedIncorrect_refund_amount_provided
    Agent_IncorrectInformationProvidedCo-terminal
    Agent_IncorrectInformationProvidedProvided_incorrect_Insurance/Policy_number
    Agent_IncorrectInformationProvidedReward_TAT
    Agent_IncorrectInformationProvidedAccount_Migration/Delition
    Agent_IncorrectInformationProvidedEarning_Points/Benefits
    Agent_IncorrectInformationProvidedMerging_Account
    Agent_IncorrectInformationProvidedMissing_Rewards
    Agent_IncorrectInformationProvidedOthers
    Agent_IncompleteInformationProvidedIncomplete_MCO_-_Amount_Per_passneger
    Agent_IncompleteInformationProvidedIncomplete_MCO_-_Validity_Period/Rule
    Agent_IncompleteInformationProvidedIncomplete_MCO_-_If_transferable
    Agent_IncompleteInformationProvidedIncomplete_MCO_-_Same_Airline
    Agent_IncompleteInformationProvidedIncomplete_MCO_-_Reissue/Rebooking_Fee
    Agent_IncompleteInformationProvidedFailed_to_advise_MCO_eligibility
    Agent_IncompleteInformationProvidedFailed_to_inform_Paid_Seats_/_Baggage_conditions
    Agent_IncompleteInformationProvidedIncomplete_FTC/MCO_Ticket_Vadility
    Agent_IncompleteInformationProvidedFailed_to_educate_customer_about_refund_TAT
    Agent_IncompleteInformationProvidedFailed_to_create_SR_(No_ASC_policy_in_place/VNA)
    Agent_IncompleteInformationProvidedDid_not_inform_customer_of_new_ticket_policy
    Agent_IncompleteInformationProvidedAlternative_Option
    Agent_IncompleteInformationProvidedFailed_to_inform_customer_to_cancel_the_flight_prior_to_filling_a_claim
    Agent_IncompleteInformationProvidedIncomplete_FTC-_Amount_Per_passenger
    Agent_IncompleteInformationProvidedIncomplete_FTC_-_Validity_Period/Rule
    Agent_IncompleteInformationProvidedIncomplete_FTC_-_If_transferable
    Agent_IncompleteInformationProvidedIncomplete_FTC_-_Same_Airline
    Agent_IncompleteInformationProvidedIncomplete_FTC_-_Reissue/Rebooking_Fee
    Agent_IncompleteInformationProvidedVNA_-_Failed_to_create_SR_on_correct_Queue
    Agent_IncompleteInformationProvidedAdvising_customer_to_check_spam/junk_for_email_confirmation
    Agent_IncompleteInformationProvidedRewards_-_Earn
    Agent_IncompleteInformationProvidedRewards_-_Redemption
    Agent_IncompleteInformationProvidedRewards_-_Benefits
    Agent_IncompleteInformationProvidedRewards_-_Adjustment_(OKC)
    Agent_IncompleteInformationProvidedRewards_-_Adjustment_(Trip_Elements)
    Agent_IncompleteInformationProvidedRewards_-_Timeframe_(TAT)
    Agent_IncompleteInformationProvidedRewards_-_Migration
    Agent_IncompleteInformationProvidedRewards_-_Missing
    Agent_IncompleteInformationProvidedAccount_-_Merging
    Agent_IncompleteInformationProvidedAccount_-_Password_&_Sign_On
    Agent_IncompleteInformationProvidedAccount_-_Change_account_info
    Agent_IncompleteInformationProvidedAccount_-_Change_email_address
    Agent_IncompleteInformationProvidedPrice_Drop_Protection_-_Eligibility
    Agent_IncompleteInformationProvidedOthers
    Agent_HandlingCommunicationSkillsLong_hold_no_update_leading_to_disconnect_and_callback
    Agent_HandlingCommunicationSkillsUnorganized_delivery_of_thoughts_causing_customer_to_callback
    Agent_HandlingCommunicationSkillsDisconnected_-_Failed_to_callback
    Agent_HandlingCommunicationSkillsProviding_false_hope_to_customer_about_any_waiver
    Agent_HandlingCommunicationSkillsAgent_Intiated_Disconnect
    Agent_HandlingCommunicationSkillsAgent_no_response
    Agent_HandlingCommunicationSkillslack_of_urgency_to_resolved_customer_concern
    Agent_HandlingCommunicationSkillsIneffective/Lack_of_probing_question
    Agent_WrongExpectationSettingWRTtimelinesService_Request_-_SLA-_VNA
    Agent_WrongExpectationSettingWRTtimelinesService_Request_-_SLA-_Waiver
    Agent_WrongExpectationSettingWRTtimelinesService_Request_-_SLA-_Refund_Above_500
    Agent_WrongExpectationSettingWRTtimelinesService_Request_-_SLA-_Refund_below_500
    Agent_WrongExpectationSettingWRTtimelinesWebform_-_ECR
    Agent_WrongExpectationSettingWRTtimelinesWebform_-_Name_correction
    Agent_WrongExpectationSettingWRTtimelinesFailed_to_inform_customer_that_insurance_claims_are_subject_for_approval
    Agent_WrongExpectationSettingWRTtimelinesOthers
    Agent_WrongExpectationSettingWRTtimelinesTAT_of_rewards_to_reflect_on_the_acount_after_cancelation
    Agent_WrongExpectationSettingWRTtimelinesTAT_of_rewards_to_reflect_on_the_acount_after_change
    Agent_SelfServiceNotProvidedSSO_-_Change
    Agent_SelfServiceNotProvidedSSO_-_FTC_Redemption
    Agent_SelfServiceNotProvidedSSO_-_Online_Check-in
    Agent_SelfServiceNotProvidedSSO_-_Baggage_Allowance
    Agent_SelfServiceNotProvidedSSO_-_Seat_Assignment
    Agent_SelfServiceNotProvidedSSO_-_Wheelchair
    Agent_SelfServiceNotProvidedSSO_-_New_booking
    Agent_SelfServiceNotProvidedOthers
    Agent_SelfServiceNotProvidedSSO_-_Accept_reprotection_thru_email
    Agent_SelfServiceNotProvidedPassword_Reset
    Agent_SelfServiceNotProvidedChange_of_email_address
    Process_Refertovendor
    Process_VendorsPolicy
    Process_EGPolicy
    Customer_UndecidedcustomerDid_not_agree_with_the_price_difference/change_fee
    Customer_UndecidedcustomerRefuse_to_accept_alternate_availabililty
    Customer_Undecidedcustomerwill_think_which_option_to_chose,_then_will_callback
    Customer_UndecidedcustomerCustomer_is_just_inquiring_only_bout_F&C_/travel_requirements/etc
    Customer_UndecidedcustomerCustomer_have_sudden_things_to_do,_will_callback
    Customer_UndecidedcustomerNeeded_to_confirm_information_with_traveling_party/others_prior_to_making_changes
    Customer_Undecidedcustomer_Others
    Customer_Failedtopasssecurityverification
    Customer_CreditcardissueNo_other_credit_cards
    Customer_CreditcardissueDid_not_have_enough_funds
    Customer_Additional_differentconcernSame_itinerary-Decided_to_continue_the_change/cancel/exchange
    Customer_Additional_differentconcernSame_itinerary-Reconfirming_information_given_by_other_agent
    Customer_Additional_differentconcernSame_itinerary-Received_notification_about_ASC/IRROPs
    Customer_Additional_differentconcernSame_itinerary-Reconfirming_or_Confirming_the_status_of_the_booking/payment/changes_made_by_an_agent_or_vendor
    Customer_Additional_differentconcernSame_itinerary-had_an_error_online
    Customer_Additional_differentconcernSame_itinerary-Resending_email_of_itinerary/receipt
    Customer_Additional_differentconcernDifferent_itinerary-Change_/_cancel
    Customer_Additional_differentconcernDifferent_itinerary-Received_notification_about_ASC/IRROPs
    Customer_Additional_differentconcernDifferent_itinerary-Reconfirming_or_Confirming_the_status_of_the_booking/payment/changes_made_by_an_agent_or_vendor
    Customer_Additional_differentconcernDifferent_itinerary-had_an_error_online
    Customer_Additional_differentconcernDifferent_itinerary-Resending_email_of_itinerary/receipt
    Customer_FollowedupforarequestinsideSLA
    Customer_Drop_endcallCustomer_stop_respoding/_no_response
    Customer_Drop_endcallCustomer_hung_up
    Customer_Drop_endcallCustomer_didn't_come_back_when_call_put_on_hold
    Customer_Customerpushedbackbythevendorairlinehotelcar_Vol
    Process_Refertovendor_Insurance-Policy_coverage
    Process_Refertovendor_Insurance-Status_of_the_claim
    Process_Refertovendor_Car-Accessories,special_services_etc
    Process_Refertovendor_Car-Unrefunded_charges_directly_by_car_rental
    Process_Refertovendor_Hotel-Shuttle_services_ibformation_by_the_hotel
    Process_Refertovendor_Hotel-Unrefunded_charges_directly_by_hotel
    Process_Refertovendor_Airline-LCC_booking
    Process_Refertovendor_Airline-As_instructed_by_AH
    Process_Refertovendor_Airline-Adding_infant_with_a_seat
    Process_Refertovendor_Airline-Adding_ancillarie_(extra_bag,_seat,_extra_seat_etc)
    Process_Refertovendor_Airline-SSR,_UMNR,_Pet_in_cabin_etc
    Process_Refertovendor_Airline-Refund,_compensation_or_complaint_need_to_file_to_airline
    Process_Refertovendor_TAAP
    Process_VendorsPolicy_Airline_Policy-BE_Restriction
    Process_VendorsPolicy_Airline_Policy-Name_Change/Correction
    Process_EGPolicyFlagged_Transaction 
    Process_EGPolicyVAT/Itemized_Receipt
    TechEG_GhostCall
    TechEG_SoftphoneIssue
    TechEG_Downtime
    TechEG_Latency
    TechEG_EmailConfirmationNotDelivered
    TechEG_DataAnomalyMisroutedCall1notrelatedtoCall2
    TechEG_NoconversationfoundinCall2ConsoleandVnext
    TechEG_Website_SSOError
    TechEG_InternalTransfer
    TechEG_Error
    TechWNS_HeadsetIssue
    TechWNS_Internet
    TechWNS_Others


  1. Why did the customer callback?*


  1. What could've done by the first agent to avoid CCR?*


  1. Follow-up Time*
    Less_than_3_hours
    More_than_3_hours
    More_than_24_hours
    Less_than_72_hours


  1. Brief summary of the chat*





Ana Marie Sanchez