Agent Error Feedback Tracker - updated

Use this tracker to Acknowledge or Dispute your agents' possible agent errors sent by Integrity Team (POTENTIAL AGENT ERROR).

This will be used to track your team's COACHING COMPLIANCE, hence, make sure all answers are clear.
For disputes where you have screenshots, please send us an email using the Callout Dispute Template attached on the Potential Agent Error emails sent by Integrity Team.

Only one entry per agent error case
Name: 


A red asterisk (*) indicates required questions.

  1. Error Type*
    Debit Memo ADM
    Payout Tracker
    Voyager Refund
    WEX


  1. Review Number
    [You can find this on the Potential Agent Error Email sent by Integrity Team]
    [Without the correct Review Number, feedback will not be closed]**


  1. Call-Out Date (MM/DD/YY)
    [Enter the date the call-out was sent]**


  1. Validation
    [Choose Acknowledge if you agree with the auditors findings]
    [Choose Disputable if you think the case can still be disputed]**
    Acknowledge - Agent has been coached
    Disputable


  1. Failure Point*
    Agent Driven - Failed to refer and follow Runway Articles/References
    Agent Driven - Failed to seek Support / Supplier Intervention
    Agent Driven - Incorrect FR interpretation
    Agent Driven - Incorrect Research Interpretation - PNR History
    Agent Driven - Failed to utilize GDS Scripts
    Agent Driven - Incorrect Research Interpretation - Runway/Website
    Agent Driven - Incorrect Research Interpretation - Travel Stage / Ticket Status
    Agent Driven - Failed to Research Previous Documentation
    Agent Driven - Lack of Focus
    Agent Driven - Poor / Incorrect Documentation
    Process Influenced - Multiple References with Discrepancies
    Process Influenced - Unclear Instructions
    Tool Influenced - Did not work as designed
    Tool Influenced - Information Discrepancy
    Others


  1. Error Root-Cause*


  1. If DISPUTABLE, kindly state the reason below. else, write N/A
    [We will use this to dispute the case to Expedia in C-Nator. for stronger dispute, if you have screenshots, kindly use the callout dispute template and send an email to WNS Integrity Manila and Integrity Team MIS]**


  1. UID of Erring Agent (Without the "u")**


  1. Supervisor (Full Name)**


  1. Deputy Manager (Full Name)**


  1. LOB*
    UA Voice - Non-Lodging
    UA Chat - Non-Lodging
    Midas





Ana Marie Sanchez