Subject: [Training Report] India - Start Date: 17.06.2019 - Day IV
From: Cian Madigan <[email-masked]>
To: Urvika Chaudhary <[email-masked]>, kritika <[email-masked]>
Cc: Brian Sexton <[email-masked]>, David Lee <[email-masked]>, Jana Garbe <[email-masked]>
Date: Thu, 20 Jun 2019 17:21:48 +0000

Hi all,

Please see an overview of the results after Day IV.

Team
Agent
CSL Test
Policy Knowledge
Life of an Order
Fulfilment
Delivery Questions
Cancelled & Postponed events
Teams
LMS
Wrong Tickets
RAG
Payment
Alternative delivery plans
Cancellation Questions
GDPR
Training_India
bitu.dutta
100.00%
90.00%
100.00%
90.00%
100.00%
80.00%
100.00%
90.00%
100.00%
100.00%
100.00%
80.00%
100.00%
80.00%
Training_India
matondo.blessing
100.00%
90.00%
100.00%
100.00%
100.00%
80.00%
100.00%
90.00%
100.00%
100.00%
100.00%
86.67%
100.00%
100.00%
Training_India
mefotso.ornella
100.00%
90.00%
100.00%
100.00%
100.00%
80.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
84.62%
95.00%
Training_India
nongthombam.singh
90.00%
90.00%
100.00%
90.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Training_India
shiv.kumar
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
100.00%
80.00%
100.00%
90.00%
Training_India
swati.mishra
100.00%
100.00%
100.00%
100.00%
100.00%
80.00%
100.00%
90.00%
100.00%
100.00%
100.00%
86.67%
92.31%
90.00%

CIAN I, CIAN II, CIAN III Exercises

  *   All agents have successfully passed the CIAN I, CIAN II and CIAN III exercises.

Training Group
Username
Account Recovery
CIAN I
CIAN II
CIAN III
Training_India
bitu.dutta
Not Passed
Passed
Passed
Passed
Training_India
matondo.blessing
Passed
Passed
Passed
Passed
Training_India
mefotso.ornella
Passed
Passed
Passed
Passed
Training_India
nongthombam.singh
Passed
Passed
Passed
Passed
Training_India
shiv.kumar
Passed
Passed
Passed
Passed
Training_India
swati.mishra
Passed
Passed
Passed
Passed

Alternative Delivery Plans

  *   All agents have successfully passed the Alternative delivery plans quiz, kindly review the following questions:

  *   The Ticketmaster / Venue / Team account can be created before the tickets are transferred.
  *   Please confirm which forms of identification can be used to gain entry with a FlashSeat ticket as an international buyer?
  *   Please advise which actions you take when you want to view whether a ticket has been transferred or not.
  *   Multiple answers are possible: Please confirm which of the following options below are accessible to use for buyers of Ticketmaster Mobile transfer tickets to gain entry to the venue.
  *   Upon purchasing tickets for FlashSeats / Ticketmaster Mobile Transfer, the buyer will be notified that they will receive further instructions via email once the purchase has been completed. Those instructions will be send to.
  *   URL Etickets need to be printed in order to gain entry to the event, True or False.

Cancellation Questions

  *   All agents have successfully passed the Cancellation Questions Quiz, kindly review the following questions:

  *   US Cancellation - Fill in the blanks question.
  *   Cancellation - All Other GEOs, please confirm which enquiry source you must use, if the customer requests a cancellation of the order and the banner is visible in CSL.
  *   Brazil Cancellation - Mix and Match questions.

GDPR

  *   All agents have successfully passed the GDPR Quiz, kindly review the following questions:

  *   Please match the below adjectives into couples that would be appropriate to use in a CIAN / not appropriate to use in a CIAN.
  *   Multiple answers are possible: Determine which of the details below are considered security details.
  *   Multiple answers are possible: A buyer has called you several times about his ticket purchase. As he is travelling to the event he is very nervous and seeks updates regularly. The phone rings again and the buyer who had just spoken to you a couple of minutes ago is back on the phone with you. How do you proceed.
  *   Please read the query below and advise how you would react.
  *   Please see below the query of a seller. Read through it carefully and select one of the following actions.
  *   Multiple answers are possible: Please select from the list below, all words or phrases you should avoid using in a CIAN note.

In addition to the above the appropriate agents have successfully passed the Delivery Questions, RAG and Payments Quiz - well done!

Kind Regards,
Cian
From: Cian Madigan
Sent: Wednesday 19 June 2019 16:12
To: 'Urvika Chaudhary' <[email-masked]>; 'kritika' <[email-masked]>
Cc: Brian Sexton <[email-masked]>; David Lee <[email-masked]>; Jana Garbe <[email-masked]>
Subject: [Training Report] India - Start Date: 17.06.2019 - Day III

Hi all,

Please see an overview of the results after Day III.

Team
Agent
CSL Test
Policy Knowledge
Life of an Order
Fulfilment
Delivery Questions
Cancelled & Postponed events
Teams
LMS
Wrong Tickets
RAG
Payment
Training_India
bitu.dutta
100.00%
90.00%
100.00%
90.00%
100.00%
80.00%
100.00%
90.00%
100.00%

100.00%
Training_India
matondo.blessing
100.00%
90.00%
100.00%
100.00%
100.00%
80.00%
100.00%
90.00%
100.00%
100.00%
100.00%
Training_India
mefotso.ornella
100.00%
90.00%
100.00%
100.00%
100.00%
80.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Training_India
nongthombam.singh
90.00%
90.00%
100.00%
90.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%

Training_India
shiv.kumar
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
100.00%
Training_India
swati.mishra
100.00%
100.00%
100.00%
100.00%

80.00%
100.00%
90.00%
100.00%
100.00%
100.00%

Wrong Tickets

  *   All agent's have successfully passed the Wrong Ticket Quiz - well done!

RAG

  *   Bitu has yet to complete the RAG quiz, all remaining agents have successfully passed the quiz - well done!

Payment

  *   Nongthombam has yet to complete the Payment quiz, all remaining agents have successfully passed the quiz - well done!

In addition to the above the appropriate agents have successfully passed the LMS quiz. Kindly ensure that Bitu and Swati complete the Delivery Questions Quiz and RAG Quiz tomorrow.

Kind Regards,
Cian
From: Cian Madigan
Sent: Tuesday 18 June 2019 17:37
To: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; kritika <[email-masked]<mailto:[email-masked]>>
Cc: Brian Sexton <[email-masked]<mailto:[email-masked]>>; David Lee <[email-masked]<mailto:[email-masked]>>; Jana Garbe <[email-masked]<mailto:[email-masked]>>
Subject: [Training Report] India - Start Date: 17.06.2019 - Day II

Hi all,

Please see an overview of the results after Day II.

Team
Agent
CSL Test
Policy Knowledge
Life of an Order
Fulfilment
Delivery Questions
Cancelled & Postponed events
Teams
LMS
Training_India
bitu.dutta
100.00%
90.00%
100.00%
90.00%
100.00%
80.00%
100.00%
40.00%
Training_India
matondo.blessing
100.00%
90.00%
100.00%
100.00%
100.00%
80.00%
100.00%
90.00%
Training_India
mefotso.ornella
100.00%
90.00%
100.00%
100.00%
100.00%
80.00%
100.00%
100.00%
Training_India
nongthombam.singh
90.00%
90.00%
100.00%
90.00%
100.00%
100.00%
100.00%
90.00%
Training_India
shiv.kumar
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.00%
Training_India
swati.mishra
100.00%
100.00%
100.00%
100.00%

80.00%
100.00%
70.00%

Account Recovery Assessment

Sadly, Bitu did not pass the account recovery assessment, all remaining agents successfully passed. Kindly review what 5 pieces of information need to be checked to confirm the account.

Training Group
Username
Account Recovery
Training India
bitu.dutta
Not Passed
Training_India
matondo.blessing
Passed
Training_India
mefotso.ornella
Passed
Training_India
nongthombam.singh
Passed
Training_India
shiv.kumar
Passed
Training_India
swati.mishra
Passed

Delivery Questions

Swati has yet to complete the Delivery Questions Quiz, all remaining agents have successfully passed the quiz - well done!

Cancelled & Postponed Events

All agents successfully passed the Cancelled & Postponed Events Quiz, kindly review the following question:

  *   Multiple answers are possible: If the event is postponed and the tickets remain valid for the new date, you...

Teams

All agents successfully passed the Teams Quiz - well done!

LMS

Sadly, Bitu and Swati did not pass the LMS quiz, all remaining agents have successfully passed. Kindly review the following questions:

  *   Sellers can pick up their tickets on the day of the event should they not sell.
  *   Where in CSL will you find information on the drop off address and the pick up address?
  *   Mix and Match: The seller sends us an email advising that his LMS listing is not active.
  *   Tickets have to be delivered to LMS at least one day before the event for the sale to go ahead and not to be cancelled.
  *   A buyer can only change their delivery address for an Express Local Shipping order.
  *   In case of a delivery issue with regard to an Express Local Shipping Order, which documents do we require to make the necessary investigations?
  *   In the purchase process the buyer is asked to provide us with a name of the person who is going to pick up the tickets. Can this name still be changed later on?

In addition to the above the appropriate agents have successfully passed the Fulfilment Quiz - well done!

Kind Regards,
Cian
From: Jana Garbe
Sent: Monday 17 June 2019 17:33
To: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; kritika <[email-masked]<mailto:[email-masked]>>
Cc: Brian Sexton <[email-masked]<mailto:[email-masked]>>; David Lee <[email-masked]<mailto:[email-masked]>>
Subject: [Training Report] India - Start Date: 17.06.2019 - Day I
Importance: High

Hi Urvika,

Please see the test results for this week's training group after Day I.

Quizzes

Agent
CSL Test
Policy Knowledge
Life of an Order
Fulfilment
bitu.dutta
100.00%
90.00%
100.00%
90.00%
matondo.blessing
100.00%
90.00%
100.00%
60.00%
mefotso.ornella
100.00%
90.00%
100.00%
100.00%
nongthombam.singh
90.00%
90.00%
100.00%
90.00%
shiv.kumar
100.00%
90.00%
100.00%
100.00%
swati.mishra
100.00%
100.00%
100.00%
70.00%

CSL

  *   Please review the function on User Listings / Listing Tab

Life of an Order

  *   Bita had to repeat the quiz once but passed it on the second attempt - all other agents passed the quiz on the first attempt

Fulfilment

  *   Please review that once a problem has been reported, the seller cannot reverse the decision
  *   Please review when an order can be moved to pending substitution
  *   Please review which emails the buyer does not receive when the seller shipped with Royal Mail

Kind regards,

Jana