Subject: Inbox Dollars feedback
From: Subir Chakma <[email-masked]>
To: Devendra Madan <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>, Moringathem Ramananda Singh <[email-masked]>
Date: Wed, 12 Jun 2013 16:04:30 +0530 (IST)

Hello Devendra, 

Please explain the below feedback ticket. Why previous history was not checked. 

Training Tickets: 6/11/2013 

LTK12182017400127X – Denvy – This Member told you multiple times that he had a previously escalated chat. It is very important that you do NOT escalate a Member that has been previously escalated until you follow all of the following steps: 
1. Search for the Member’s other ticket. If you need to ask the Member what his previous ticket number was, you can do so. You can also use the “Member History” feature of Liveperson to find his ticket more quickly. 
2. Inform the Member that the Resolution Center did send a response, and if he did not receive the reply, it is because we were blocked. 
3. Make sure the Member has added [email-masked] to his email address book. You cannot proceed until he tells you he has done so. 
4. Give the Member our most recent ticket response from the Resolution Center. 

Please remember that ending the Chat without doing all of these three things will often prevent the Member from receiving the assistance we send him, and is which is a major problem. You can find these instructions in Section 8 of the Member Services Reference Manual, under the section Chats Escalated to Resolution Center > When NOT to escalate . Please review that section for more info. 

Rgds Subir