Subject: Incorrect escalations from this morning and yesterday
From: Seeta Seeta <[email-masked]>
To: Himanshu Manral <[email-masked]>, Sumit Gangwar <[email-masked]>, Neha Gupta <[email-masked]>, Sanjay Shrivastava <[email-masked]>, Josue Mussango <[email-masked]>, Rakesh Dubey <[email-masked]>, Sunny Mundriya <[email-masked]>, Cytlali Monroy <[email-masked]>, Nitesh Singh <[email-masked]>, Sanup Sadanandan <[email-masked]>
Date: Tue, 11 Jun 2019 11:25:55 -0700 (MST)

Hi All, 

Please go through the mail trail and understand the criteria for escalating the case to SS. 

Regards, 
Seeta 

From: "Brian Sexton" <[email-masked]> 
To: "Team Lead" <[email-masked]> 
Cc: "viraat" <[email-masked]> 
Sent: Tuesday, 11 June, 2019 15:15:08 
Subject: FW: Incorrect escalations from this morning and yesterday 

Hi all, 

Can you please review these instructions and examples of the incorrect SS escalations. 

Kind regards, 

Brian 

From: Eimear Slijepcevic 
Sent: Tuesday 11 June 2019 10:12 
To: CSLeads.APAC <[email-masked]>; CSLeads <[email-masked]> 
Cc: Manuela Suhner <[email-masked]> 
Subject: Incorrect escalations from this morning and yesterday 

Morning all, 

Please see the below examples of some of the incorrect escalations from this morning/yesterday. 

SS has 4800 emails in our queue 1130 of those are escalations – which are largely incorrect. We are wasting time reviewing these escalations and will likely miss important queries which could have larger impacts. 

Please remind all CF agents: 

    * They cannot escalate to SS without TL approval and TL name 
    * Please remind agents that they should deal with Fan Seller issues 
    * SQ deal with MSBD’s and unsent tickets – no escalation needed 
    * Follow empty envelope / wrong tix process - @Training – this process might need clarification 
    * Transfer issues – troubleshoot – confirm the email address used is their Viagogo email 

FAN SELLER 

FAN SELLER 

Thanks, 

Eimear