Notes
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Portal Ticket Ticket ID--
Issue--
Item--
RES_--As Customers linked to high abusive users Feedback taken
Claims—
Exception count
.............................................................
Portal Ticket Ticket ID--
Issue--
Item--
RES_--As per IGCC C New rule sheet :-
Claims—
Exception count
.............................................................
Portal Ticket Ticket ID--
Issue--
Item--
RES_--As per Dc Feedback taken
IGCC claims ---
LAST 60 DAYS IGCC EXCEPTION COUNT :- 0
..............................................
Ticket ID--
Issue--
Item--
RES_--Asked for image to valid the issue
Unable to create issue in oneview , image base scenario
..............................................
Ticket ID--
Issue--
Item--
RES_--CX raised issue after 5 hours feedback taken
...............................
Ticket ID--
Issue--
Item--
RES_--Unable to understand , mail shared with cx to know the exact concern
...............................
Ticket ID--
Issue-
Item--
RES_--Issue reported post 24 hour , feed back shared with cx
...............................
Ticket ID--
Issue--
Item--
RES_--IGCC image mismatch issue feed back shared with cx
...............................
Ticket ID--
Issue--
Item--
RES_--Compensation denied , as per cx history //IGCC history , feed back
shared with cx
...............................
Ticket ID--
Issue--
Item--
RES_--Dominos order , feed back shared with cx
VOC: Issue type (Quality/ Quantity etc.)
RES:
If DC outcome is don’t give: "As per DC feedback taken"
If DC outcome is Give: "As per DC compensation processed" (followed by compensation type)
Refund followed by refund amount (e.g.: As per DC processed the refund of Rs: 100)
Coupon followed by Coupon name (e.g.: As per DC Foodlove-SSDFFD100 Processed)
DC Overriding scenario:
It's mandated for the agents to mention the reason for overriding the DC.
Overriding DC followed by the reason
Gamma Need Image/ missing details Image dependent scenario:
Asked for an image to validate the issue. /Asked Cx the elaborate the concern
Scenarios where we are not using DC and taking a call as per Customer / IGCC/ Refund history:
Compensation denied as per cx history.
Gratification processed as per cx history/ refund history (followed by gratification details as above).
For the rest of the scenarios, format will remain the same. Let me know if any clarification required.
High abusive : CX is linked to High Abusive user hence Feedback is shared.
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