Subject: RAG cases handling - Ed Sheeran / Noel Gallagher events
From: Maiwenn Gouthe <[email-masked]>
To: "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, Viraat Joshi <[email-masked]>, Urvika Chaudhary <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: Robert Cosgrove <[email-masked]>, Brian Sexton <[email-masked]>, Jelena Kalcuka <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Mon, 23 Apr 2018 16:07:57 +0000

Hi all

Following my email with the critical updates on Ed Sheeran / Noel Gallagher events, please see the process below which should be strictly followed :

  1.  Agents should flag all TID's immediately where the event includes either Noel Gallagher or Ed Sheeran. Agents should then escalate to re- escalated Normal to push the email back in the queue.

Agent are NOT to answer any of the RAG queries for these events.

  1.  Enter the TID immediately in the RAGs - Ed Sheeran / Noel Gallagher Tab, along with all necessary details. https://docs.google.com/spreadsheets/d/1C4OgEBE9VIw9fgn6f87BN010Eu4ZIdv_Iohb7iajkLQ/edit#gid=674021885.

  1.  Brian or Jelena will then assign the TID's in Limerick where all cases will be handled.

Please note that Noel Gallagher and Ed Sheeran are both on tours at the moment so these instructions are valid until further notice and will last for several months. Therefore reminders should be sent regularly on the floor to remind agents.

This is effective immediately. Any question please ask.

Kind Regards
Maiwenn