Subject: Fwd: Wrong ACW codes captured
From: Seeta Seeta <[email-masked]>
To: Apoorv Joshi <[email-masked]>
Date: Mon, 28 Oct 2019 07:36:53 -0700 (MST)

From: "Mohd Imran" <[email-masked]> 
To: "Seeta Seeta" <[email-masked]>, "Urvika Chaudhary" <[email-masked]> 
Cc: "Mustehsan Siddiqui" <[email-masked]>, "escalations dxbteam" <[email-masked]> 
Sent: Monday, 28 October, 2019 20:00:47 
Subject: Wrong ACW codes captured 

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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