Subject: Adknowledge Video Crediting- Still continues
From: Pritish Nandi <[email-masked]>
To: "Khan, Musahib" <[email-masked]>, "Mondal, Joydeep" <[email-masked]>, "Thakur, Anjit" <[email-masked]>, "Chetan Lalwani" <[email-masked]>, "Jamal Ahmad" <[email-masked]>, "Mayank k . arora" <[email-masked]>, Rahul Pal <[email-masked]>, "Ramananda " <[email-masked]>, "Ravi Parkash . Gupta" <[email-masked]>, Shahnawaz Akbar Dar <[email-masked]>, "Sharad sharma" <[email-masked]>, "Sona Kala . Chakma" <[email-masked]>, "Surajit Bhadra" <[email-masked]>
Date: Wed, 30 Dec 2015 02:11:03 +0530 (IST)

Guys, 

Due to increased number of chats to Adknowledge videos crediting issue, please issue crediting as per the previous scenarios provided. 

Adknowledge Videos _ Crediting 

From: Susan Ramaswamy 

Date: Thu, 24 Dec 2015 at 1:21am 

Category: Urgent Messages 
We have experienced a very large increase in inquiries about Adknowledge Videos not fully crediting since Sunday. 

We have reviewed the crediting process, reports and tested system without finding any issues. 

Due to the longer extended weekend with the holiday & lack of coverage and to avoid a high volume of escalations - please issue the credits in the following cases: 

    * if a member makes a threat, 
    * gets overly angry, or 
    * has a quality score over 500 regardless of tone of chat (angry or not) 

When a member comes in and inquires about video crediting provide standard response 

If a member threatens -starts becoming angry on chat (typing all caps) , etc ask the member how many video views they had for that day and issue the credit. 

Offer Name: Adknowledge Videos 
Description: Adknowledge Videos mm/dd/yyyy # total 
Adjust total amount of manual based on volume 

Max is $3.00 per day per member 

Subir Thu, 24 Dec at 6:49am 

Thanks for the update Susan. Team has been relayed the same however just to ask you- 

If a member comes for Adknowledge Video credit and makes threat and we do resolve the issue by providing manual crediting, do we still need to escalate those cases to urgent or just close the chat as normal even if it was a threat 

OR 

do we need to manually credit them & then escalate stating in the notes that we have credited and escalating because it was a threat. 

Please update. 

Regards, 
Pritish 
Susan Ramaswamy Tue, 29 Dec at 7:43pm 
If a member comes in regarding Adknowledge Videos and failure to receive credit. 

Please credit the member regardless of quality score if member is upset/angry. Watch for "tone" of chat to determine. 

We have had a higher volume of inquiries of Chat complaints regarding Adknowledge crediting issues which may indicate a problem -especially with Firefox users although nothing has been determined as the cause at this time. 

Let me know if you have any questions - 
Subir Tue, 29 Dec at 11:48pm 

We thought this was only for the time when the resolutions team was away. So do we need to keep following the same until further notice? 

Regards, 
Pritish 
Susan Ramaswamy Wed, 30 Dec at 1:00am 
Due to increased chats we are allowing this to continue - 
Subir Wed, 30 Dec at 1:57am | Edit (for another 19 minutes) 

Thanks. 

Regards, 
Pritish 

R egards, 
Pritish Nandi