Subject: Age verification - new 72 hours enhanced procedure
From: Subir Chakma <[email-masked]>
To: Emelyn Dunan <[email-masked]>, "Gaurav Joshi" <[email-masked]>, "Prem k . Goyary" <[email-masked]>, Pritish Nandi <[email-masked]>, Rahul Kumar <[email-masked]>, "Ramananda " <[email-masked]>, Romesh Singh <[email-masked]>, "Subir Chakma" <[email-masked]>
Date: Tue, 16 Feb 2016 19:38:59 +0530 (IST)

Thank you for taking care of this , if you could also add LTK111530195951702X: better explanation about the reason why the account is suspended and then the ticket to be transferred in that new queue rather than release it only. 

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Some feedback on tickets dealt with through that new skill/procedure over the past few days so that we can adjust what needs to be adjusted and get it right. 

LTK111530195952621X à Good. Chat requesting documents and then ticket transferred to 72 Hours skill for monitoring and possible follow up. Remember that it is important that we try to get the documents sent by the customers while on chat. 

LTK111530195952439X à Check where customers are from as they may not be able to reply immediately due to time difference so, in those cases, a follow up email will need to be sent at a later stage rather than after a couple of hours. Transfer the ticket in the queue if that’s the case, do NOT release it otherwise we cannot know that needs to be looked after 

LTK111530195952620X à Verification incomplete and new request for back of the ID. The ticket must be transferred back to 72 hours skill NOT released again because otherwise we cannot follow up if the ticket is resolved. 

LTK111530195952555X à not sure what happened there as it is an email sent to the same customer in LTK111530195952439X: excess of zeal maybe? Anyway, again, do NOT resolve it if we are waiting to hear back from the customer, transfer to that queue instead. 

LTK111530195951242X à good, customer sent document and ticket resolved for good 

LTK111530195950112X à Here the original chat from Ricky had to be then transferred to the 72 hours skill NOT released. Also, this is against the instructions: Our security team will email within 1 working day once they have reviewed the documents. As I was saying, for that 72 hours matter, let’s try and get the documents sent while on chat and, if possible, verified by the Senior. http://csindia.pkr.com/?p=37534 

LTK111530195948996X à Documents request correctly on Friday, but, as the ticket was then released, no follow up was sent. 

LTK111530195948945X à same as previous, however, in this case, the customer did reply so that the ticket was then polled back in the 72 hours skill. The ticket was released “Pending internal action” but it should have simply been trasnferred back to the 72 hours queue with that note for security to double check the validity of the passport as Hierome was not sure about the 11 years 

LTK111530195949885X, LTK111530195950079X, LTK111530195950041X, LTK111530195949962X à similarly to LTK111530195950112X, the ticket should have then been transferred to the queue NOT released, in order to allow follow up. 

LTK111530195948781X à this was fine with the following up thread, but, again, do not release pending customer action, transfer them back to that queue instead 

LTK111530195952420X, LTK111530195952418X, LTK111530195952414X, LTK111530195952409X, LTK111530195951236X, LTK111530195951233X, LTK111530195951230X, LTK111530195951229X, LTK111530195951224X, LTK111530195951218X, LTK111530195951221X, LTK111530195951216X, LTK111530195950514X, LTK111530195950505X à Same as LTK111530195948996X 

LTK111530195952400X à maybe a better explanation on why we require documents. Correctly transferred to the queue after the chat, but why was then resolved? 

Please let’s pay attention to these and, in case of doubts, let me know and I will tell you, case by case, what action is required. 

Thanks 

Gaetano 

Regards