Subject: Reminder: ECC CIAN notes/cases – Please read and take note!
From: Ashwinee Latchayya <[email-masked]>
To: Lakshay Bhayana <[email-masked]>, Keshav Khurana <[email-masked]>, Becho Davy Jaures <[email-masked]>, Sidje Anne Ginette Ehua <[email-masked]>, Thoms Mavula <[email-masked]>, Hemant Chahar <[email-masked]>, Daniele Castiglioni <[email-masked]>, Christian <[email-masked]>, nilarka <[email-masked]>, Ekta VGG <[email-masked]>
Cc: Viraat <[email-masked]>
Date: Wed, 27 Feb 2019 01:41:09 -0700 (MST)

Hi Team, 

As a few of you are new, I thought of sharing this important information (see below). 

This is how we handle a case on which ECC is working on. 

If you have any questions, do not hesitate to ask. 

Important information – please take note! 

	

REMINDER 

DATE 	

28/09/2018 

TOPIC 	

ECC CIAN notes/cases – Please read and take note! 

DETAILS 	

ECC have seen an increase in agents ignoring their CIAN notes, this is very frustrating as the cases are highly escalated cases. 

If you come across an ECC CIAN note with the following: 

“ECC CASE – Please do not action: email me if customer replies” 

    1. Do not action the case 
    2. Email the ECC agent and then wrap up. 
    3. Do not copy the ECC cian note and past it to your cian note. 

Work items marked by ECC usually look like the below: 

Kind Regards, 

Ash