Subject: Training Report - India - Start Date 10.06.2019 - Day II
From: Jana Garbe <[email-masked]>
To: Urvika Chaudhary <[email-masked]>, kritika <[email-masked]>
Cc: David Lee <[email-masked]>, Cian Madigan <[email-masked]>
Date: Tue, 11 Jun 2019 16:01:45 +0000

Hi both,

Please see the report after Day II. Please note that Cesar seems to be struggling with the content - compared to the rest of the group he has a relatively high amount of fails.

Assessments

Training Group
Username
Account Recovery
Training_India
amel.simba
Passed
Training_India
carolina.cardili
Passed
Training_India
cesar.livera
Passed
Training_India
garcia.miguel
Passed
Training_India
sadiq.mahdi
Passed
Training_India
shiv.dutt
Passed

Quizzes

Agent
CSL Test
Policy Knowledge
Life of an Order
Fulfilment
Delivery Questions
Cancelled & Postponed events
Teams
LMS
amel.simba
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
carolina.cardili
90.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.00%
cesar.livera
100.00%
90.00%

90.00%
100.00%
40.00%
0.00%
90.00%
garcia.miguel
90.00%
100.00%
100.00%
100.00%
100.00%
80.00%
100.00%
90.00%
sadiq.mahdi
100.00%
90.00%
100.00%
90.00%
100.00%
80.00%
100.00%
100.00%
shiv.dutt
100.00%
80.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.00%

Delivery Questions

  *   Shiv Dutt failed this Quiz 4 times
  *   Please review which sentences should/should not be used in Phone calls

Cancelled & Postponed Events

  *   Cesar Livera failed the quiz with a score of 40%
  *   Please review the workflow if the event is postponed and the tickets remain valid for the new date
  *   Please review when an event is confirmed cancelled / postponed

Teams

  *   Please review the Teams and their functions with Cesar Livera

LMS

  *   Please review what we require from the seller in case of a delivery issue with an ELS order
  *   Please advise that in order to opt into ELS, the buyer must provide an LDA
  *   Please review which troubleshooting actions must be taken if the seller advises the listing is inactive

Kind regards,

Jana

From: Jana Garbe
Sent: Monday 10 June 2019 17:19
To: Urvika Chaudhary <[email-masked]>; kritika <[email-masked]>
Cc: David Lee <[email-masked]>; Cian Madigan <[email-masked]>
Subject: Training Report - India - Start Date 10.06.2019 - Day I
Importance: High

Hi both,

Please see below the report for the performance after Day I.

The Account Recovery Exercise has not been submitted.

Agent
CSL Test
Policy Knowledge
Life of an Order
Fulfilment
amel.simba
100.00%
100.00%
100.00%
100.00%
carolina.cardili
90.00%
90.00%
100.00%
100.00%
cesar.livera
100.00%
90.00%
66.67%
90.00%
garcia.miguel
90.00%
100.00%
100.00%
70.00%
sadiq.mahdi
100.00%
90.00%
100.00%
90.00%
shiv.dutt
100.00%
80.00%
100.00%
100.00%

CSL

  *   Agents seem to have struggled with the Mix&Match character of the questions

Policy Knowledge

  *   Please highlight that only first time sellers will get charged a very small fee when listing
  *   Please review who sets the price on viagogo
  *   Please review where on the website the customer can see that the tickets are above / below face value
  *
Life of an Order

  *   Please review the difference between Pending Seller Payment vs Pending Requirement for Payment

Fulfilment

  *   Please review when a label is provided to the seller and when the seller has to provide us with a tracking number
  *   Please review what happens if the seller does not select any option and the 48 hour window expires
  *   Please highlight the major difference between substitution / replacement

Kind regards,

Jana