Subject: Training Tickets
From: Pritish Nandi <[email-masked]>
To: "Sona Kala . Chakma" <[email-masked]>
Date: Mon, 8 Feb 2016 03:09:14 +0530 (IST)

#120376 - Albert - This was indeed researched poorly by the agent. For Mayo Clinic the Raymon already initiated the credit request and the member was followed for the same on Ticket #118662, however the agent did not check this and instead said he would credit the account. Regarding Nielson offer member said he already sent the confirmation email. This should have been escalated to the resolutions team for further review mentioning the correct ticket number which was followed with the member. Agent has been fed back regarding the same. 

#120622 - Coby - Agent gave incorrect response to this member as the member was inquiring about Bingo Diamonds which was completed on Oct 28th 2015. Agent was suppose to give the response 60 days passed- no click instead he gave a response for "60 days passed- Click found" which is incorrect as we did not have any clicks for this offer in his account. Again when member confirmed that it was Luxury casino and not bingo diamonds he should have corrected himself that we can investigate if the member reports about any crediting difficulty within 60 days. As we would not be able to investigate this as we are unable to locate necessary details for this offer completed on Oct 15 2015.Shared with team however unable to pass this to the agent as no longer working with us. 

#122207 - Coby - This was indeed incorrect as the agent did not check the remarks/ notes where it was already mentioned that "no manual credit for cash apps" which the agent did not check and credited the member. Shared with team however unable to pass this to the agent as no longer working with us. 

#120604 - Derek - This is indeed incorrect as the member was provided with the email response sent to [email-masked]. Agent needs to check the response sent correct before providing further response to the member. Derek has been fed back regarding the same. 

#120376 - Sam - Sam did not handle this chat as it was member who pasted chat transcript with Sam for ticket #115771, just to inform Albert. This chat was handled correctly by Sam. He informed member that his signup with us was for Jan 03, 2016. Not sure if this is the confusion as he just wanted to explain the member that the creation of IBD account with us was Jan 03, so he cannot have completed it 20 days ago (as the chat came on Jan 22, 2016) which is Jan 02, 2016. Member did understand this and confirmed it might be then Jan 03, 2016. Sam then informed member to allow proper time to receive the credit. Please help me understand if I am missing something. 

#120970 - This chat was handled correctly by Sam as he did take all the details to investigate correctly and then after checking informed the customer regarding cleaned account. Questions from the member handled correctly as well. 
Good job! 

R egards, 
Pritish Nandi