Subject: Training Tickets-24/10/2015
From: Pritish Nandi <[email-masked]>
To: Arun Kumar <[email-masked]>, "Chetan Lalwani" <[email-masked]>, "Jamal Ahmad" <[email-masked]>, "Mayank k . arora" <[email-masked]>, Rahul Pal <[email-masked]>, "Rahul Singh" <[email-masked]>, "Ramananda " <[email-masked]>, Romesh Singh <[email-masked]>, "Ravi Parkash . Gupta" <[email-masked]>, Shahnawaz Akbar Dar <[email-masked]>, "Sona Kala . Chakma" <[email-masked]>, "Surajit Bhadra" <[email-masked]>, "Sharad sharma" <[email-masked]>
Date: Sat, 24 Oct 2015 06:49:49 +0530 (IST)

#68090-Aston- There was an issue with Sweeps updation which was already escalated through basecamp. Unfortunately agents were not aware of the issue as we did not have any updates on the same. Agent just provided normal instruction to logout and login and clear cookies which was correct. However by the time the member left the chat abruptly. Not sure why this instruction was not relevant. 

#38167-Derek- Not sure if you are referring to the question 
07:14:28 PM) [email-masked]:"Thanks, the address is correct, but is written out in sentence form w/ commas. Is that how it would have appeared on the envelope?" 
(07:16:10 PM) Derek: Yes 

Need to understand this first. 

#68969- David- Checked account and was able to see the street address correct. When checked with first name (Joseph) and Last Name (Ballard sr) with Zip code (60649) mentioned on the chat is actually available with the same address mentioned on the chat. However the email address was not [email-masked]. The available account was with [email-masked] which the member was denying. Member did come through the email [email-masked] when checked in the chat history which was note mentioned under the note. David should have explained in the note what he was able to researched and should have asked for review. Needs to include all the information. Feedback has been passed. 

#65846-Raymon- Not sure why the escalated to wrong department. Address matched for both account IBD:19802560 & IBD:19800659. The feedback for the agent is that he should have provided the correct information regarding the payment processed date and also what would happen next with the correct article on how to request prepaid visa cash card.Then he should have escalated the chat under review.Also do not understand why the dupes are irrelevant. 

#65385-Raymon- This was indeed researched poorly as we do not credit member for the 3rd donation. It is only for 1st and 2nd donations respectively. Agent was provided feedback and has been asked to check the information available on the website before escalation. This should have been handled and explained in the same chat. 

#67717-Matthew- This manual credit was applied for a incorrect offer and was not checked properly. Feedback has been provided to the agent and would be more careful when applying manuals. Need to double check the applied manuals. 

#66567- Ricky- He should have included the ticket for the other chat which was served by him. Agent has been asked to include all the information to the escalation note. 

R egards, 
Pritish Nandi