Subject: FW: [REQUEST] – Audit Review
From: Brian Sexton <[email-masked]>
To: Ashwinee Latchayya <[email-masked]>, Valeria Julia <[email-masked]>
Date: Tue, 7 May 2019 10:44:12 +0000

FYI

From: David Lee
Sent: Tuesday 7 May 2019 11:39
To: Brian Sexton <[email-masked]>
Subject: RE: [REQUEST] – Audit Review

Hi Brian,

We updated the process and sent it out on the 19th April, as Valeria was working on the case on the 18th I’ll remove the Red Flag.

This is the current training material that is available on the wiki for all offices, please confirm that agents and TLs are not downloading/saving old material and working from out of date slides.

Kind regards,

Dave

From: Brian Sexton
Sent: 06 May 2019 16:59
To: David Lee <[email-masked]<mailto:[email-masked]>>
Subject: [REQUEST] – Audit Review
Importance: High

Hi Dave,

Could this please be reviewed?

Kind regards,
Brian

From: Ashwinee Latchayya <[email-masked]<mailto:[email-masked]>>
Sent: Friday 3 May 2019 11:02
To: Brian Sexton <[email-masked]<mailto:[email-masked]>>
Cc: Robert Cosgrove <[email-masked]<mailto:[email-masked]>>; Virat Joshi <[email-masked]<mailto:[email-masked]>>; Valeria Julia <[email-masked]<mailto:[email-masked]>>
Subject: [REQUEST] – Audit Review
Importance: High

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]<mailto:[email-masked]>>
To: "Ashwinee Latchayya" <[email-masked]<mailto:[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]<mailto:[email-masked]>>
To: "Mansi Chhabra" <[email-masked]<mailto:[email-masked]>>
Cc: "Viraat" <[email-masked]<mailto:[email-masked]>>, "Robert cosgrove" <[email-masked]<mailto:[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]<mailto:[email-masked]>>
Cc: Maiwenn Gouthe <[email-masked]<mailto:[email-masked]>>; Michelle Gubbins <[email-masked]<mailto:[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 <[email-masked]<mailto:[email-masked]>>
Cc: Maiwenn Gouthe <[email-masked]<mailto:[email-masked]>>; Michelle Gubbins <[email-masked]<mailto:[email-masked]>>
Subject: [REQUEST] – Audit Review

Hi Dave,

Could you please review this audit?

Kind regards,
Brian

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