Subject: Update 2014-07-31
From: Suneel Rawat <[email-masked]>
To: admin <[email-masked]>
Cc: Suneel Rawat <[email-masked]>
Date: Fri, 1 Aug 2014 06:08:11 +0530 (IST)

Update 2014-07-31

Today:
-Review of calls for evaluation of agents (listed below),
-prod info review (related with the calls being evaluated)
-started work on managing Desk account - reviewed and acted upon two cases marked by Kevin

Tomorrow:
-Review of calls for evaluation of agents 
-prod info review (related with the calls being evaluated)
-Preparing plan for Saturday meeting

Request:
Firewall permissions for :
iSymphony User Manual,
Translator Korean-English (Reverso does not support Korean),

List of Calls evaluated:

JAMES
028696303	6602	11:07:05  Korean support [connected.
James - Jack
2136052825	6602	11:47:28  Korean support [busy
2136052825	6602	11:47:28  Korean support[busy

ANA
2132179956	6602	09:03:35 Korean, initial script good. (Recording garbled)
3475155540	6602	09:17:22 (OK)

RINA
2135058229	6602	11:33:33
32526 william 
commission pmt rqst > called cpl of times - told on way (placing call on hold too soon again!) 
Rina followed the info given in the existing ticket 
> Investigated, Guided Julie, who spoke to customer to resolve the issue and recover a dissatisfied cust. 
Julie to update Rina and the person who created the original ticket.

DIVI
3053183339	6602	09:58:10	
38765   Cust on ivr selected 3 for accounting, but came to customer care - felt cheated. 
Conveyed to Akhil, who has already sent some suggestion to Zr for IVR sometime back.
Asking deadline for receiving refund check.
call bk promised to inform
[yesterday Ronald handled his call for Refund chk
3053183339	6602	15:48:52 

3372800161	6602	14:09:40	
26516 Propay enrolment
pmt method-propay
order 309610 from Amazon, needs refund 
Cust feedback: Search engine Zhuncity is not user friendly.
Following script sent to all:
Thank you for this feedback. We are aware of this issue with the Search Engine and our team is working on its optimization. 
In the meantime, if you face any problem in search of any product, you may email your query to us at [email-masked] and our team will help you find it.
---------------------------

JADE
Korean Support
2136052825	6602	12:17:32 [busy
31273. 43527. 46915. 43536.63047. 63048. 63050. 

43531. All accts cancelled on July 1, July 16.
2148389956	6602	11:00:08 [connected

SAM (Sotico)
+time management, 
2137009072	6602	12:43:16
Mistakes: COH script - I will hold you for a while.
I will be opening on that page.
Dont interrupt cust (esp. to repeat info).
Info correct. 
2198844124	6602	15:57:36	
41748. Aron asked any other changes, but you did not respond to his question, rather went on your own way.
3344129928	6602	15:04:36	
Amazon (cust voice not clear). guided to affliatebeta email.

3132892907	6602	14:41:49
28642. when will zcash be loaded on my card (propaycard)

JHON
3143983288	6602	13:48:28
77561. commn not seen in propay. ok

3147043891	6602	10:43:17
-ship to nigeria
-why asking carrier's name
-voice not properly audible. 
>better quicker clearer explanation needed.

--------------------
Regards,
Suneel Rawat
Manager Quality Assurance
LSM