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*********************************FEEDBACK***********************************************
CSAT----> 5 star rating
RR (Resolution Response)---> YES/NO
PCD---> Quality Scores
*********************************Chat Statuses*********************************************
1) Unresolved ----> Escalate ----> CSAT
2) Solved ----> End to End Resolution -----> CSAT + RR
3) Solved NRR ----> spam call/email, incomplete chats, Follow up incidents ----> NO CSAT + NO RR
4) Waiting for internal updates -----> Status Check ---> CSAT
Created--> approved--> RTS---> Shipped---> OFD---> Delivered
********************FOLLOW UP ON EXISTING INCIDENT***************************************
1. Update the existing Unresolved incident
2. Create Incident---> Follow up on existing incident
**Previous Incident ID
**Alternate number
Do not pitch survey to the customer
==> Please confirm your alternate contact number.
==> I would like to let you know that your concern has already been escalated to the team and they will get back to you with an update on this by June XX, 2020.
==> Please be assured, the team will take definite steps to set this right.
==> Please confirm your alternate contact number.
==> As informed earlier, your concern has already been escalated to the team and they will get back to you with an update on this by June XX, 2020.
********************************OJT Curriculum************************************************
OJT Day 1-----> Productive Login---> 2 hours
OJT Day 2-----> Productive Login----> 4 hours
OJT Day 3 to OJT Day 7----> Productive Login---> 7 hours
Each day 1 chat is to be audited
Passing eligibility for certification ---> 75% Quality score and Soft skill scores
Cert Day 1-----> Productive Login---> 7 hours [ 3 chats will be monitored by internal team]
Cert Day 2----> Productive Login---> 7 hours [ 2 chats will be monitored by external team]
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