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DASHBOARD --- http://172.16.201.107:8080/agent-dashboard/ob.php

ATTENDENCE LINK --- http://182.75.250.82:85/Default.aspx?FID=E9Hv42gR3kM=

fusion login//
https://fems.fusionbposervices.com/fems/

Escalation form//
https://docs.google.com/forms/d/e/1FAIpQLSdNc4899bQiFpkaR0OrqATyduFFw33_wfZNVrNo2uD2-LLktQ/viewform?vc=0&c=0&w=1&flr=0


call drop form
https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/formResponse//

issue:-Call didn't connect to cx//
action :- cmb msg sent
communication:-N/A
Shuaib khan

issue:-N/A
action :-N/A
communication:-cx didn't required callback.
shuaib khan

issue:-cx not using hindi/eng
action :-N/A
communication:-ask to cx pls share your concern on [email protected]
shuaib khan

issue:-no response from cx// call disconnected after warnings//
action :-N/A
communication:-N/A
shuaib khan

issue:-no response from cx// call disconnected by cx
action :-N/A
communication:-N/A
Shuaib khan

issue:-cx want to change delivery address
action :- address updated//
communication:-detail shared with cx//so do as per cx VOC //cx agree
shuaib khan

issue:- FRAUD call
action :- macro shared
communication:-cx informed about the fraud call and SMS and letter regarding fake lucky draw contest //
infomation shared to cx and ask not to share any confidential details // cx agree
Shuaib khan

ORDER STATUS...............................................................................

issue:- cx asked about the order status /
action :- dispatch sms sent
communication:- dispatched date & DDR shared // cx agree
Shuaib khan

issue:-cx want delivery before promise date
action :- date capture
communication:- assured to cx for fast delivery // DDR shared //cx agree
Shuaib khan

issue:-pending for verification
action :-N/A
communication:-as to cx pls wait 24rs for ivr verification call// cx agree
Shuaib khan

Beyond cases ----------

issue:-order late beyond case
action :-N/A
communication:- today is last delivery date but status not out for delivery//tat shared 24-48 hrs for update //
apology done// ask cx to wait // cx agree //
Shuaib khan

issue:-order late beyond case
action :-ic changed
communication:- today is last delivery date and red flag shows//tat shared 24-48 hrs //
apology done// ask cx to wait // cx agree //
Shuaib khan

issue:-order late beyond case /dispatch date breached
action :-N/A
communication:- tat shared 24-48 hrs for update //apology done// ask cx to wait // cx agree //
Shuaib khan

issue:-cx wants to know about order status
action :-N/A
communication:- detail shared that order stuck at one location /complaint taken//TAT shared 24-48hrs // apology done /cx agree
Shuaib khan

UD CASES ---------

issue:- cx wants to know about delivery status
action :- UD AI// FNDR filled //address confirmed and updated//
communication:-TAT shared 24-48hrs//cx agree
Shuaib khan

issue:-cx wants to know about order status//RTO case
action :- N/A
communication:-detail shared rto marked// ask to cx pls place new order // apology done//cx agree//
wrong remarks mention by courier team//
Shuaib khan

issue:-cx wants to know about order status and refund//
action :-complaint taken
communication:-detail shared rto marked// ask to cx pls place new order // apology done//
cx wants to know about refund ask to cx pls wait 24-48hrs for update and amount will be reflect with in 5bd after initiate// cx agree
Shuaib khan

issue:- cx asked about delivery status //
action :- courier team no.shared with cx//
communication:- Same day OFD //ask to cx pls wait till end of the day// cx agree
Shuaib khan

issue:- PDWP case
action :- complaint taken
communication:-ask to cx pls wait 6 days//apology done//cx agree
Shuaib khan

CANCEL --------

issue:-cx wants to cancel product due to cx does not want product anymore
action :- complaint taken
communication:- status shipped//ask to cx pls refuse if delivery attempt//cx agree
Shuaib khan

issue:-cx wants to cancel product due to order placed by mistake
action :- complaint taken
communication:-ask to cx pls wait 24-48hrs for update //order cancelled//
Shuaib khan

issue:-cx wants to cancel product due to size
action :- N/A
communication: detail shared that product already cancelled// cx agree
Shuaib khan

issue:-cx want to know the reason of order cancellation
action :- tagging done
communication:- info shared to cx due to // request to cx to place a new order // cx agree
Shuaib khan

REFUND -----------

issue:- cx wants to know about refund//
action :- compaint taken//tat breached// macro send
communication:- detail shared refund already initiated but cx didn't receive//


ask to cx pls coordinate with bank and share bank account statement // ask to cx pls wait for 24-48hrs for update//cx agree
Shuaib khan

issue:-cx wants to knw about refund
action :-N/A
communication:-detail shared that refund already initiated and will be reflect with in bd //cx agree
Shuaib khan

issue:-cx wants to know about refund//
action :-macro sent//
communication:-ask to cx pls share bank details// macro sent//
and also detail shared after bank detail shared refund initiate in 24hrs and reflect in 2hrs//cx agree
Shuaib khan

issue:-cx ask for refund status
action :-
communication:-

issue:-payment deducted but order not confirmed//
action :- N/A
communication:-ask to cx pls wait 72 hrs for auto reverse// cx agree
Shuaib khan

issue:-cx wants to know about refund//
action :-N/A
communication:-detail shared about cip//ask to cx pls wait 24-48hrs for update//cx agree
Shuaib khan

issue - cx want to know abt refund
action - UTR no. shared
comm - ask to cx refund is already initiated // ask to cx plz coordinate with bank /// cx agree
Shuaib khan

issue - cx want to return the product due to
action - complaint taken
comm - TAT share 2-3 days for pickup // ask to cx plz keep original packaging for pickup /// cx agree
Shuaib khan

issue - cx want to return the product due to
action - complaint taken
comm - TAT share 24-48 hrs for pickup confirmation updation /// cx agree
Shuaib khan

issue:-cx want to return against trust pay policy
action :-complaint taken
communication:- deny to cx due to cx does not have valid reason
Shuaib khan

issue:-cx ask for refund status//puc done 8th march
action :-info shared
communication:-detail shared after puc done product reach to warehouse 7-8 days and after qc successfully with in 24hrs refund will be process //cx agree
Shuaib khan

REPLACEMENT --------

issue:-cx want to replace the order due to
action :-complaint taken
communication:- TAT shared 24-48hrs for pickup confirmation//cx agree
Shuaib khan

issue:-cx want to replace the order due to
action :-complaint taken
communication:- TAT shared 2-3 days for pickup // ask to cx plz keep original packaging for pickup // cx agree
Shuaib khan

PICKUP ----------

issue:-cx want pickup asap
action :-RL panel filled// macro sent
communication:-tat shared 2-3days//and also detail shared about refund// detail shared after puc done and after QC successfully refund will be process//
and also detail shared about that original packing is mandatory//cx agree
Shuaib khan

issue:-cx want pickup asap
action :-RL panel filled// macro sent
communication:-tat shared 2-3days//and also detail shared about replacement// and detail shared after puc done product reach to warehouse 7-8 days and after qc successfully with in 24hrs replacement will be process with in 4-7wd//
and also detail shared about that original packing is mandatory//cx agree
Shuaib khan

issue - pickup not done
action - RL pannel filled // macro send
comm - TAT share 2-3 days for pickup // ask to cx plz keep original packging for pickup // cx agree
Shuaib khan

issue:-cx wants to know about puc
action :-N/A
communication:-detail shared today is out for pickup // ask to cx wait for today//
and also detail shared about refund// detail shared after puc done and after QC successfully refund will be process//ask to cx plz keep original packging for pickup // cx agree
Shuaib khan

issue - APUC case
action - APUC stage selected // RL pannel filled
comm - TAT share 24-48 hrs for update /// cx agree
Shuaib khan

EMPTY PARCEL ------

issue:-empty parcel case
action :- macro shared for UT form
communication:-detail shared with cx about UT form and tat shared 7 days after receiving UT form//cx agree
Shuaib khan

issue:-cx wants to know about request status// puc done
action :-rl panel already filled// APUC stage already selected


communication:- ask to cx pls wait 24-48hrs for update//cx agree
cx didn't receive courier receipt
FE no.
pickup boy name

PRODUCT INFO ------

issue:-cx wants to know about how to connect watch with smartphone
action :-N/A
communication:-detail shared with cx that via bluetooth//cx agree
Shuaib khan

issue:-cx told he did not get benefit of 200rs promocode
action :-N/A
communication:-information regarding terms and condition of voucher shared to cx // cx agree
Shuaib khan

issue:-cx wants to know about other products//
action :- N/A
communication:-ask to cx pls visit on snapdeal app or web site//cx agree
Shuaib khan

issue:-cx asked about details of product and price
action :-N/A
communication:-information
shared with cx about price and payment mode //cx agree
Shuaib khan

Issue – Query about an product
Action Taken – N/A
Communication –how to use the product info not avail in prdct dscptn so i reqest to cx contact with doctor or to check product manual//
info shared//cx agree/
Shuaib khan

issue:-cx want to change payment mode
action :-N/A
communication:-deny to cx politely//ask to cx pls coordinate with courier partner// cx agree
Shuaib khan




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