Subject: [REQUEST] – Audit Review - 20933928
From: Rosette Modiri <[email-masked]>
To: Brian Sexton <[email-masked]>
Date: Thu, 4 Apr 2019 10:41:58 -0700 (MST)

Hi Brian, 

Can you please forward this audit to the relevant team in order to be reviewed. 

Request For 	

David Lee 

Request From 	

(TL - Rosette) and Brian Sexton 

Details 	

Scorecard ID: 24468 

TID: 21022939 

Agent Name: Jitender Pratap 

Reason for Review request: we received a quality report, stating that The agent exit the case without taking any action however on that day the agent was getting calls back to back and automatically the case was taken away from him by the system as he was on the same case for over 2 hours. 

Additional Information: 

This mostly happens when agents are receiving calls again and again while they had a opened case before calls the system automatically closes the previous case and I think this will not be the agent's fault. 

Thanks for your understanding. 

Kind Regards, 
Rosette