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Date: Mon, 6 Jan 2014 23:52:29 +0530 (IST)
From: Akhil P Walia <akhil@lsmindia.com>
To: Mohit Mittal <mohit@lsmindia.com>, Shashank Mishra <shashank@lsmindia.com>, 
	Pranjal Saxena <pranjal@lsmindia.com>, 
	"M. ramananda Singh" <ramananda@lsmindia.com>, 
	"Kim B. Protacio" <kim@lsmindia.com>, 
	Emelyn Dunan <emelyn@lsmindia.com>, 
	romesh singh <romesh@lsmindia.com>, Rahul Kumar <rahul@lsmindia.com>, 
	Kachurin Vashi <kachurin@lsmindia.com>
Message-ID: <4866710.1351389032549842.JavaMail.root@lsmindia.com>
Subject: PKR imp feedback and update on Documents
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Please be guided accordingly.=20












Please can you give feedback on chat LTK11153031527793X. Although the chat =
was handled by Pati, I think it is something that the whole team there coul=
d do with a reminder of, regarding documents send by email.=20



If a player asks if he can email us documents, we have to answer no, on the=
 grounds that email is not as secure as uploading. The staff there all know=
 this from what I have seen, but what they do not seem to know, is that if =
a player actually has sent us documents via email, we do accept them.=20



So in this chat, the player had already sent the documents, but Pati advise=
d the player =E2=80=9C I am sorry we do not accept documents sent via email=
 as this not secured=E2=80=9D. As the player had just informed Pati he has =
sent the documents, this was the wrong answer. Diego did step in, so the pl=
ayer did get the right answer in the end.=20



A 2 nd point to this chat, which can be difficult for agents to pick up, so=
 not really a fault of Pati here, is that the email with the documents was =
on the same ticket ID as Patis chat. The chat would thus remove the documen=
ts from the queue, so by resolving the chat, it resolves the document email=
 as well, so ideally, Pati should have forwarded this chat to the documents=
 queue, to inform of the docs in the email.=20



I have emailed them to let them know to check the documents.=20



Thanks=20

Russell=20


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<p class=3D"MsoNormal"><br><span style=3D"mso-ansi-language:EN-GB" lang=3D"=
EN-GB"></span></p><p class=3D"MsoNormal">Please be guided accordingly.</p><=
p class=3D"MsoNormal"><br><span style=3D"mso-ansi-language:EN-GB" lang=3D"E=
N-GB"></span></p><p class=3D"MsoNormal"><span style=3D"mso-ansi-language:EN=
-GB" lang=3D"EN-GB"></span></p><hr><p class=3D"MsoNormal"><span style=3D"ms=
o-ansi-language:EN-GB" lang=3D"EN-GB"><br></span></p>

<p class=3D"MsoNormal"><span style=3D"mso-ansi-language:EN-GB" lang=3D"EN-G=
B">&nbsp;</span></p>

<p class=3D"MsoNormal"><span style=3D"mso-ansi-language:EN-GB" lang=3D"EN-G=
B">Please can
you give feedback on chat LTK11153031527793X. Although the chat was handled=
 by
Pati, I think it is something that the whole team there could do with a
reminder of, regarding documents send by email.</span></p>

<p class=3D"MsoNormal"><span style=3D"mso-ansi-language:EN-GB" lang=3D"EN-G=
B">&nbsp;</span></p>

<p class=3D"MsoNormal"><span style=3D"mso-ansi-language:EN-GB" lang=3D"EN-G=
B">If a player
asks if he can email us documents, we have to answer no, on the grounds tha=
t
email is not as secure as uploading. The staff there all know this from wha=
t I
have seen, but what they do not seem to know, is that if a player actually =
has
sent us documents via email, we do accept them.</span></p>

<p class=3D"MsoNormal"><span style=3D"mso-ansi-language:EN-GB" lang=3D"EN-G=
B">&nbsp;</span></p>

<p class=3D"MsoNormal"><span style=3D"mso-ansi-language:EN-GB" lang=3D"EN-G=
B">So in this
chat, the player had already sent the documents, but Pati advised the playe=
r =E2=80=9C<span style=3D"color:black">I am sorry we do not accept document=
s sent via email as
this not secured=E2=80=9D. As the player had just informed Pati he has sent=
 the
documents, this was the wrong answer. Diego did step in, so the player did =
get
the right answer in the end.</span></span></p>

<p class=3D"MsoNormal"><span style=3D"color:black;mso-ansi-language:EN-GB" =
lang=3D"EN-GB">&nbsp;</span></p>

<p class=3D"MsoNormal"><span style=3D"color:black;mso-ansi-language:EN-GB" =
lang=3D"EN-GB">A
2<sup>nd</sup> point to this chat, which can be difficult for agents to pic=
k
up, so not really a fault of Pati here, is that the email with the document=
s
was on the same ticket ID as Patis chat. The chat would thus remove the
documents from the queue, so by resolving the chat, it resolves the documen=
t
email as well, so ideally, Pati should have forwarded this chat to the
documents queue, to inform of the docs in the email.</span></p>

<p class=3D"MsoNormal"><span style=3D"color:black;mso-ansi-language:EN-GB" =
lang=3D"EN-GB">&nbsp;</span></p>

<p class=3D"MsoNormal"><span style=3D"color:black;mso-ansi-language:EN-GB" =
lang=3D"EN-GB">I
have emailed them to let them know to check the documents.</span></p>

<p class=3D"MsoNormal"><span style=3D"color:black;mso-ansi-language:EN-GB" =
lang=3D"EN-GB">&nbsp;</span></p>

<p class=3D"MsoNormal"><span style=3D"color:black;mso-ansi-language:EN-GB" =
lang=3D"EN-GB">Thanks</span></p>

<p class=3D"MsoNormal"><span style=3D"color:black;mso-ansi-language:EN-GB" =
lang=3D"EN-GB">Russell</span></p>

<p class=3D"MsoNormal"><span style=3D"color:black;mso-ansi-language:EN-GB" =
lang=3D"EN-GB">&nbsp;</span></p>

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