Subject: RE: Training report - India - Start date: 27.05.2019 - Day III
From: Eliza deSouza <[email-masked]>
To: Urvika Chaudhary <[email-masked]>, kritika <[email-masked]>
Cc: David Lee <[email-masked]>, Jana Garbe <[email-masked]>, Robert Cosgrove <[email-masked]>, Brian Sexton <[email-masked]>
Date: Wed, 29 May 2019 13:51:48 +0000

Hi all,

Hope you are doing well.
Day III report for the new hires is now ready.

Team
Agent
CSL Test
Policy Knowledge
Life of an Order
Fulfilment
Delivery Questions
Cancelled & Postponed events
Teams
LMS
Wrong Tickets
Rejected at gate
Payment
Training_India
alessandro.giannattasio
100.00%
90.00%
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Training_India
ekanshi.mittal
80.00%
80.00%
100.00%
90.00%
100.00%
80.00%
100.00%
90.00%
100.00%
100.00%
100.00%
Training_India
henna.sonatun
100.00%
90.00%
100.00%
90.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
100.00%
Training_India
nomatter.makaza
90.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Training_India
vikas.grover
80.00%
100.00%
100.00%
80.00%
100.00%
100.00%
100.00%
80.00%
100.00%
100.00%
100.00%

Wrong tickets

  *   Most agents passed with 100% on the first attempt  - excellent.

Rejected at gate - when a second attempt was needed, it was mainly because of the following questions:

  *   Just to highlight that after asking for proof (if the situation asks for it), we can wrap up the case - next agent who receives the case will handle it.
  *   If RAG is confirmed, we must send a blurb to the fan seller advising of no payment.

Payments

  *   All agents succeeded on the first attempt - well done!

Kind regards,

Eliza

From: Eliza deSouza
Sent: 28 May 2019 15:39
To: 'Urvika Chaudhary' <[email-masked]>; 'kritika' <[email-masked]>
Cc: David Lee <[email-masked]>; Jana Garbe <[email-masked]>; Robert Cosgrove <[email-masked]>; Brian Sexton <[email-masked]>
Subject: RE: Training report - India - Start date: 27.05.2019 - Day II

Hi all,

Please see below the EOD report of Day II.

Team
Agent
CSL Test
Policy Knowledge
Life of an Order
Fulfilment
Delivery Questions
Cancelled & Postponed events
Teams
LMS
Training_India
alessandro.giannattasio
100.00%
90.00%
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
Training_India
ekanshi.mittal
80.00%
80.00%
100.00%
90.00%
100.00%
80.00%
100.00%
90.00%
Training_India
henna.sonatun
100.00%
90.00%
100.00%
90.00%
100.00%
100.00%
100.00%
90.00%
Training_India
nomatter.makaza
90.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Training_India
vikas.grover
80.00%
100.00%
100.00%
80.00%
100.00%
100.00%
100.00%
80.00%

Training Group
Username
Account Recovery
Training_India
alessandro.giannattasio
Passed
Training_India
ekanshi.mittal
Passed
Training_India
henna.sonatun
Passed
Training_India
nomatter.makaza
Passed
Training_India
vikas.grover
Passed

Excellent progress, group is within schedule and showing good performance!
Nothing to highlight today.

Kind regards,

Eliza

From: Eliza deSouza
Sent: 27 May 2019 15:22
To: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; kritika <[email-masked]<mailto:[email-masked]>>
Cc: David Lee <[email-masked]<mailto:[email-masked]>>; Jana Garbe <[email-masked]<mailto:[email-masked]>>; Robert Cosgrove <[email-masked]<mailto:[email-masked]>>; Brian Sexton <[email-masked]<mailto:[email-masked]>>
Subject: Training report - India - Start date: 27.05.2019 - Day I

Hi all,

Please see below the EOD report of Day I.

Team
Agent
CSL Test
Policy Knowledge
Life of an Order
Fulfilment
Training_India
alessandro.giannattasio
100.00%
90.00%
100.00%
90.00%
Training_India
ekanshi.mittal
80.00%
80.00%
100.00%
90.00%
Training_India
henna.sonatun
100.00%
90.00%
100.00%
90.00%
Training_India
nomatter.makaza
90.00%
90.00%
100.00%
100.00%
Training_India
rutendo.mushango
90.00%
100.00%
100.00%
90.00%
Training_India
vikas.grover
80.00%
100.00%
100.00%
80.00%

CSL

  *   The tab where we can find information on the ticket details as well as information on the buyer's and seller's details is the transaction tab.
  *   What can be found on and what is the function of user listings VS listing tab - important to highlight that the listing tab refers to the present transaction while on the user listings we can find all listing that the customer created.

Policy Knowledge

  *   Please review that listing on Viagogo is free - please however highlight that some first time sellers might be charged a small fee.

Life of an order

  *   All agents got 100% on the first attempt - great!

Kind regards,

Eliza