Subject: IBD Update- Chats with multiple issues
From: Subir Chakma <[email-masked]>
To: Jitendra Kumar Mahato <[email-masked]>, Shobin M Gopi <[email-masked]>, Sona Kala Chakma <[email-masked]>, Devendra Madan <[email-masked]>, Deepak Kumar <[email-masked]>, "Vijay K. Sahani" <[email-masked]>, Binod Joshi <[email-masked]>, "Jasmeet S. Rai" <[email-masked]>, "Surya Prakash. Tiwari" <[email-masked]>, Khargeswar Solowan <[email-masked]>, romesh singh <[email-masked]>, M ramananda <[email-masked]>
Date: Thu, 6 Jun 2013 08:16:59 +0530 (IST)

1. Multiple Issues: If a customer contact with multiple issues (i.e cash survey, cash offer or payment ), how do the operator fill up the survey as the set up will allow only single option to select. 

I think it is best to use the topic that is the biggest issue within the ticket. i.e., if the member need a Payment looked up/reissued, it should go under the “Payment” topic. If they ask about an offer and a survey, and enter a credit for an offer, put under “Offer”. If a credit is entered for both, you can use either category. I guess have the agent put under the topic that the chat was mostly about, or just use their best judgment. 

Sandy