Subject: Re: TID: 20781255 - Red Flag Review
From: Rosette Modiri <[email-masked]>
To: Sankarshan Rajan <[email-masked]>
Date: Tue, 26 Mar 2019 05:01:23 -0700 (MST)

Thank you very much. 

From: "Sankarshan Rajan" <[email-masked]> 
To: "Rosette Modiri" <[email-masked]> 
Sent: Tuesday, 26 March, 2019 16:55:25 
Subject: Re: TID: 20781255 - Red Flag Review 

Hi Rose, 

Coached the agent and informed to understand the query properly as this was not a RAG case and buyer never picked up the tickets from the collection point. 

Advised Wamiq also to use the correct subject line for re-categorising the cases and to make the cian properly moving forward. 

Kind Regards 
Sankarshan Rajan 

From: "Rosette Modiri" <[email-masked]> 
To: "Sankarshan Rajan" <[email-masked]> 
Sent: Tuesday, 26 March, 2019 16:09:09 
Subject: TID: 20781255 - Red Flag Review 

Hi Sankarshan, 

Could you please review this red flag with Wamiq. 

Quality Report: 

* Agent did not investigate the case correctly - buyer was claiming that never received the tickets, and order was for pick up, he most likely did not go to collect the tickets. 

* Agent sent an unrelated reply - agent treated as a RAG case. 

* Agent did not re-categorise the case to the correct enquiry source. 

* Incomplete case notes - please make sure to describe the customer's query and all that was investigated on the notes. 

Rosette,