Notes

incident_id agent_id
1. IN2008230054371370554 tpmflex19.496514 :

agent failed to understand cx issue : as cx got different flavors or incomplete as per the website specifications

2. IN2008250615086867255 tpmflex19.496514 : correct info
3. IN2008250617426124123 tpmflex19.496514 :

need to share: While the seller will not be able to ship the item from this order as it has been canceled, you can place a new order by clicking here:


instead of:While the seller will not be able to ship item from this order as it has been cancelled, you can place a new order after checking the product availability at your area pincode by clicking here:




4. IN2008270516172470142 tpm.524452: wrong action taken by agent should need to assign to team as w/m misbehave with cx parents for the Rs. 1200/- which was deducted from w/m salary due to cx exchange product so need to assign

instead of normal complaint

5. IN2008250845053423049 tpm.524452 : should need to assign to the Wishmaster denied for pickup as w/m already deny for the incomplete product cx select the correct issue type

6. IN2008291323205693184 tpmflex19.496514 : agent failed to share info about the order modification and did not tag under correct issue type as per cx email voc and also did not mentioned over the notes




should need to tag under policy issue type as share the policy also about order modification


7. IN2008280849596087172 tpm.524452 :

need to understand : we understand that you're concerned about the delivery of your order''
instead of : ''We understand that you are concerned about the delay in delivery of your order''

agent failed to apologies to cx over the email

8. IN2009020917362796922 tpmflex19.496514 : correct info

9. Nikhil: tpm.530914

IN2008262258027034390

- agent failed to understood and responded in line with the query of the customer
- did not apologies to cx for as cx got different product
- agent did not Empathized the cx
- agent used incident word over call
- failed to follow the closing script
- overall call is casual not as professional

10. Nikhil: tpm.530914

IN2008261646228522946
- agent did not follow opening script
- did not apologies to cx
- agent not active over the call
- did not share proper information with cx
- also did not share sms for refund or also not mentioned in notes about the sms option
- agent share wrong refund mode with cx its 'Debit Card' instead of Bank account
- commanding tone over the call with cx
- did not pitch the survey

11. Harman: igsmt18.424347

IN2008272329019422571

- did not RNR CALL
- need to be select the disposition customer not reachable

12. Rupinder: tpm.517990
IN2008261041235130818

- agent failed to share tat which is 09 Sep 20, 10:15 AM instead of 24 to 48 hours
- agent did not check the cx email before ask exact issue



- agent failed to confirm anything else info if cx want

13. Vibhooti Sharma
tpm.528465
IN2008271642514234183

- correct action but agent did not mentioned over email as first email 'Thanks for writing in'

14. Priya Bawa: tpm.530907
IN2008282210535914359
- maybe due to some issue call not complete as agent discus cx another cx and between call concceted to another cx and RNR CALL
- agent did not mentioned over email as first email 'Thanks for writing in'

15. Priya Bawa: tpm.530907
IN2008280827365634236

RNR CALL
- agent did not mentioned over email as first email 'Thanks for writing in'

16. tpm.530912
IN2008221747186399338
- no voice from both side but still agent tag this under call back and close that incident

17. tpm.530907
IN2008292028386787173

error : {"callInfo":{"call_id":"07d0bc0a-0d20-4d9e-94d2-c9b7f54db455","primary_record_id":"f57396d1-6946-1239-378c-2cea7f49be68","secondary_record_id":"76cb6871-c267-457b-852e-5bcd28dfbd5c","from":"7986394485","to":"68078400","domain":"","connected":false,"zone":"blr-ena","ts":"2020-09-04T17:15:37Z"},"message":"Unable to Find Recording","sources":"multi"}

18. tpm.530907
IN2008302206308078937

RNR CALL
- agent did not mentioned over email as first email 'Thanks for writing in'

20. Harman : igsmt18.424347

IN2009011948104246763
- should need to share info about free shipping for flipkart assured products
- wrong tagging should need to tag under call drop issue type as cx disconnect the call

21. Harsha : tpm.502921
IN2009011846015036106
- switch off cx number

22. Harman : igsmt18.424347

IN2009012226560194221
RNR CALL


23. tpm.530907
IN2009011533430584139

RNR CALL
- agent did not mentioned over email as first email 'Thanks for writing in'