Subject: Wrong ACW codes captured
From: Mohd Imran <[email-masked]>
To: Seeta Seeta <[email-masked]>, Urvika Chaudhary <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Escalations Dxbteam <[email-masked]>
Date: Mon, 28 Oct 2019 14:30:47 +0000

Hi Team,

It has been observed in the previous week's ACW reports. Our agents are not entering or capturing proper ACW codes as per the customer's query/concern.

Entering incorrect ACW codes apparently not help us to gauge the reason for interactions initiated by the customer's end.

Below are few sample ticket numbers in which wrong ACW codes are entered.

Ticket id
Actual Scenario
ACW code selected
203064
Customer wanted to cancel his order
Pre order query / accounts
209047
Unable to apply promotion
Pre order query / accounts
211374
App. Issue
Pre order query / accounts
208565
Promotion and offers
Pre order query / accounts

Kindly guide and coach all the agents to use proper ACW codes rigorously.

Regards
Imran
T: +971-45172116
M: +971-588813326

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