Subject: audit to contest
From: Daniele Castiglioni <[email-masked]>
To: Parvez Alam <[email-masked]>
Date: Thu, 26 Sep 2019 05:00:46 -0700 (MST)

Hi Parvez, 

here is the audit I want to contatest. 

Case has been flagged for the second time to TL and I kept in follow up as per procedure. 

Audit case 17449744 - TID 23057419: Type: Agent contacted the customer but did not resolve the case when required 
Note: 006 - Agent flagged case to a TL and set a follow up in order to wait for updates, however they have set a follow up for the day after the event, therefore they could not have replied to customer in a suitable time. Also, the follow up expired and agent did not come back into the case in order to resolve it. 

thanks, 

kind regards 

Daniele