Subject: New HFL agents
From: Arjun Hurry <[email-masked]>
To: Pritish Nandi <[email-masked]>, phaedrusrf <[email-masked]>
Date: Tue, 3 Mar 2020 16:17:53 -0700 (MST)

Hi Pritish, 

FYI, Farooque is not ready for HFL without supervision, and I don't think Aiden (whoever that is) is either - e.g. 87703. They're basically copy/pasting generic responses. Farooque's reply to the customer was going to be a copy/paste of what BFO is - he didn't even understand the question the customer raised. Luckily I looked at the ticket first and asked to check his response. For 87955, he was again going for a generic cut and paste, and missed that the customer's new order was unprocessed. He also doesn't know how to cancel or refund an order. 

Could we get a refresher course for them, please? 

Thank you, 
AJ