Subject: RAG Presentation - Update
From: Jana Garbe <[email-masked]>
To: Urvika Chaudhary <[email-masked]>
Date: Thu, 17 Jan 2019 13:39:04 +0000

Hi Urvika,

Please note that there has been one additional change for the RAG module.

  *   If the banner is not visible, the agent is asked to escalate the case to a TL for further review by providing a clear summary of what happened in the case. The TL can then decide based on the information available and with the CMA compliance in mind, whether the case should be refunded or not.
  *   The option to “Escalate to TL” will be available in CSL but should only be used regarding RAG

I hope this clears it up a little 😊

Let me know how you are getting on with everyone being trained and provide me with a list once certain teams are done so I can assign them to the module (here names would be helpful).

Kind regards,

Jana Garbe
Training & Quality
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