Subject: Re: Cases to be reviewed
From: Rosette Modiri <[email-masked]>
To: Edivaldo Manuel Augusto Pereira <[email-masked]>
Date: Thu, 1 Aug 2019 10:13:54 -0700 (MST)

Thanks Edi. 

From: "Edivaldo Manuel Augusto Pereira" <[email-masked]> 
To: "Rosette Modiri" <[email-masked]> 
Sent: Thursday, 1 August, 2019 18:05:38 
Subject: Cases to be reviewed 

Hi Rose, 

21843890 : Type:Investigation: The agents investigation was poor or incomplete 
Note:Agent did not investigate this case fully, if agent was unsure regarding these tickets they should have liaised with TL to verify if tickets were wrong first. 

Type:Wrong Reply: The agent gave an incorrect answer to a customer 
Note:Tickets were incorrect, as seller listed as Cat 3 but did not in put anything for home or away meaning these tickets should have been for Sporting, buyer received tickets for Porto, agent sent the wrong answer to the buyer. 

21847233 : Soft Skills: The agent sent an email to a customer containing poor spelling or grammar 
Note:When pasting the text, make sure you paste it as plain text. 

21873999: Type:Soft Skills: The agent sent an email to a customer containing poor spelling or grammar 
Note:When pasting, make sure you use " Paste as plain text". 

22031132: Type:Ownership: The agent did not resolve the case due to incorrect actions or insufficient actions 
Note:follow up expired agent did not comeback on the case . 
-Case was flagged to Caleb and Mansi who flagged to india inbox and had no reply from on-call data management team 

21878040: Type:Call Required: The agent did not make an outbound call where required by process or banner 

21476448: Type:Wrong Reply: The agent gave an incorrect answer to a customer 
Note:The agent should have informed that the tickets are correct and explain the FV and the name on the ticket. 

19320262 : Type:Ownership: The agent did not resolve the case due to incorrect actions or insufficient actions 
Note:The follow up expired and the agent did not go back to resolve the case. 
-case was flagged. No resolution was provided 
-Case was then flagged to assign to another agent as i would be off 

18652807: Type:Wrong Reply: The agent did not fully answer the customer query by phone or email 
Note:Agent should have also incorporated the blurb: rejecting guarantee claim, in their email to the buyer. 
-i tried to call the buyer and understand the issue - no answer 
-emailed the buyer informing that we tried to contact and had the case on FU 

22567515: Type:Incorrect Enquiry Source 
Note:Agent did not update to the correct enquiry source 

Regards, 
Edivaldo