Subject: FW: Incorrect escalations from this morning and yesterday
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Virat Joshi <[email-masked]>
Date: Tue, 11 Jun 2019 09:45:08 +0000

Hi all,

Can you please review these instructions and examples of the incorrect SS escalations.

Kind regards,
Brian

From: Eimear Slijepcevic
Sent: Tuesday 11 June 2019 10:12
To: CSLeads.APAC <[email-masked]>; CSLeads <[email-masked]>
Cc: Manuela Suhner <[email-masked]>
Subject: Incorrect escalations from this morning and yesterday

Morning all,

Please see the below examples of some of the incorrect escalations from this morning/yesterday.
SS has 4800 emails in our queue 1130  of those are escalations - which are largely incorrect. We are wasting time reviewing these escalations and will likely miss important queries which could have larger impacts.
Please remind all CF agents:

  *   They cannot escalate to SS without TL approval and TL name
  *   Please remind agents that they should deal with Fan Seller issues
  *   SQ deal with MSBD's and unsent tickets - no escalation needed
  *   Follow empty envelope / wrong tix process - @Training - this process might need clarification
  *   Transfer issues - troubleshoot - confirm the email address used is their Viagogo email

FAN SELLER
FAN SELLER

Thanks,
Eimear