Subject: [REQUEST] – Audit Review
From: Ashwinee Latchayya <[email-masked]>
To: Brian Sexton <[email-masked]>
Cc: Robert Cosgrove <[email-masked]>, Viraat <[email-masked]>, Valeria Julia <[email-masked]>
Date: Fri, 3 May 2019 03:01:43 -0700 (MST)

Hi Brian, 

This has been flagged for audit review and Dave has informed us that this Red Flag stands because the enquiry source should have been updated once the agent knew what was wrong with the tickets. 

However, please find attached an update from OLS. 

I agree that we should update the enquiry source once we know what was wrong with the tickets, however please find below and attached. 

Hoping this will be considered as the agent followed what was on OLS at that time and hence should not be penalised. 

Kind Regards, 
Ash 

From: "Mansi Chhabra" <[email-masked]> 
To: "Ashwinee Latchayya" <[email-masked]> 
Sent: Friday, 3 May, 2019 15:08:56 
Subject: Fwd: [REQUEST] – Audit Review 

Hi Ash, 

Please flag the case to review again. Please check the screenshot attached to this email. 

Thank You 
Mansi 

From: "Brian Sexton" <[email-masked]> 
To: "Mansi Chhabra" <[email-masked]> 
Cc: "Viraat" <[email-masked]>, "Robert cosgrove" <[email-masked]> 
Sent: Thursday, 25 April, 2019 16:42:48 
Subject: FW: [REQUEST] – Audit Review 

FYI 

From: David Lee 
Sent: Wednesday 24 April 2019 16:51 
To: Brian Sexton <[email-masked]> 
Cc: Maiwenn Gouthe <[email-masked]>; Michelle Gubbins <[email-masked]> 
Subject: RE: [REQUEST] – Audit Review 

HI Brian, 

This Red Flag is valid as the agent had confirmed the tickets were incorrect and offered the buyer to keep them, the enquiry source should have been updated once the agent knew what was wrong with the tickets. 

Regardless of the update to the process all agents should be recategorizing to the correct enquiry source in every case. This was part of the process before and after the update, we just added the list into the training so it was easier for agents to find. 

Kind regards, 

Dave 

From: Brian Sexton 
Sent: 24 April 2019 13:21 
To: David Lee < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Maiwenn Gouthe < [ mailto:[email-masked] | [email-masked] ] >; Michelle Gubbins < [ mailto:[email-masked] | [email-masked] ] > 
Subject: [REQUEST] – Audit Review 

Hi Dave, 

Could you please review this audit? 

Kind regards, 

Brian 

From: Mansi Chhabra < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday 24 April 2019 11:19 
To: Brian Sexton < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Virat Joshi < [ mailto:[email-masked] | [email-masked] ] >; Robert Cosgrove < [ mailto:[email-masked] | [email-masked] ] > 
Subject: [REQUEST] – Audit Review 

Hi Brian, 

Request For 	

David Lee 

Request From 	

Mansi Chhabra 

Details 	

Scorecard ID: 25503 

TID: 21203866 

Agent Name: Valeria 

Reason for Review request: Agent feels they were incorrectly marked down 

Additional Information: 

In this case, agent didn't re-categorise. But the update was shared few days back that we need to select if it is confirm that it in wrong time then agent must must re-categorise the case to "Buyer - Wrong Time e-ticket"].The update was given on 19th April 2019 and agent did the case on 18th April 2019. The screenshot is attached. 

I hope this red flag is reversed because the agent is not at fault. 

Kind Regards, 

Mansi Chhabra