Notes
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Agent Name: Arline Dignos
Escalation raised: N
Escalation Ref: N/A
Delay Reason: CF shows order was beyond the installation date, TT tracker"
Action Taken: Sent Comms to informed customer regarding of the order delay and missed appointment and verify customer if they wish to rebook or not.
Comms sent: Y
Next review date: 12-06-2023
<<(FTTP Case Management:
Agent Name: Arline Dignos
Escalation raised: N
Escalation Ref: N/A
Delay Reason: CF shows order was beyond the installation date, TT tracker"
Action Taken: Unable to sent comms due to invalid contact number provide on TRIO, since previous agent already escalated this to FTTP BO TRACKER, waiting for further update.
Comms sent: N
Next review date: 09-06-2023
<<(FTTP Case Management:
Agent Name: Arline Dignos
Escalation raised: Y
Escalation Ref: Case Management Order Desk
Delay Reason: CF shows order was beyond the installation date, TT tracker"
Action Taken: Escalated this to Case Management Order Daily Productivity, still temporarily unable to inform customer about the status of the order via ONE FORM as per Client's advised.
Comms sent: N
Next review date: 09-06-2023
<<(FTTP Case Management:
Agent Name: Arline Dignos
Escalation raised: N
Escalation Ref: N/A
Delay Reason: CF shows order was beyond the installation date, Communication shows"
Action Taken: Previous agent already informed customer regarding of the order status waiting for further update.
Comms sent: N
Next review date: 12-06-2023
<<(FTTP Case Management:
Agent Name: Arline Dignos
Escalation raised: N
Escalation Ref: N/A
Delay Reason: CF shows KCI3 already committed
Action taken: Completed Manage Implementation Delay since KCI3 already received, Updated CCD and SOM/ACCESS UI.
Comms sent: N
Next review date: N/A
<<(FTTP Case Management:
Agent Name: Arline Dignos
Escalation raised: N
Escalation Ref: N/A
Delay Reason: HUD shows KCI2 already received
Action taken: Completed Manage KCI2 Delay since KCI2 already received, Updated CCD and SOM/ACCESS UI.
Comms sent: N
Next review date: N/A
<<(FTTP Case Management
Agent Name: Arline Dignos
Escalation raised: N
Escalation Ref: N/A
Delay Reason: CF shows "ORDER CANCELLED"
Action Taken: Sent comms to verify customer if they still wish to continue or fully cancelled the order
Comms sent: Y
Next review date: 09-06-2023
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