Subject: Inbox: Disconnected chats escalation to RC - clarification
From: Akhil P Walia <[email-masked]>
To: Harish Chauhan <[email-masked]>, M ramananda <[email-masked]>, Devendra Madan <[email-masked]>, Jitendra Kumar Mahato <[email-masked]>, Abhay Kumar <[email-masked]>, Binod Joshi <[email-masked]>, "Santosh S. Bhadauria" <[email-masked]>, Bidyut Borgohain <[email-masked]>, Surajit Bhadra <[email-masked]>, "Amar Kumar. Chaudhary" <[email-masked]>, "Pawan S. Nikumb" <[email-masked]>
Cc: Subir Bikas Chakma <[email-masked]>
Date: Thu, 17 Apr 2014 04:08:32 +0530 (IST)

Akhail, 

My apologies for the delayed response, but I am happy to clarify. I’ve included more clarification in red ; 

Stating above two examples, you have advised that operator should escalate all abruptly ended chats to the Resolution Center where assistance could not be provided. This is understood. 
However, team has collectively requested for some clarification on this. 

1. Operators come across many instances throughout the day where members initiated a chat session and due to technical reason or otherwise session is prematurely disconnected. Example: People using iPads and mobile devices. 

Are operators supposed to escalate every single instance of chat disconnection to the Resolution Center? 
Or Operators should ideally wait for few minutes expecting member to reconnect. Failing any reattempt from member, they should escalate the chat. 
We ask this because many times a disconnected member tries to reconnect and is attended by another agent in different chat session. 

It is acceptable to wait a few minutes for the Member to try to reconnect before escalating, as long as you do escalate if no additional Chat is created within 5 minutes or so. 

Additionally, if the Member is having technical problems preventing him from successfully Chatting, it is likely these problems will persist in any new Chats he creates. You do not need to escalate every individual Chat from the same Member about the same issue – one escalation is sufficient. If the Member reveals new information in a later Chat, it is acceptable to put a note in his original Chat indicating the new information he gave us and the Chat he gave us the information through. 

2. Second concern among agents is that if they will escalate every disconnected chat to Resolution Center, then this might dramatically increase the number of cases escalated; which is in contrary to the feedback received earlier that agents should avoid escalating unnecessary chats to the Resolution Center. 

Perhaps if we can get a more precise guideline on this point when to escalate, it would certainly help the team. 

We need to assist Members with their questions/concerns. If they are being prevented from receiving that assistance in Chat because of a problem with their browser or computer, then providing assistance from Resolution Center is necessary. 

However, a Member only needs to be escalated once when this happens. If a Member disconnects before receiving any assistance, Operators should search to see if there is already a Ticket in the resolution Center about this problem. If the Member is already awaiting a reply from the Resolution Center, there is no need to escalate a second time. 

Andy