Subject: Re: Blx important feedback
From: Vivian Guo <[email-masked]>
To: Subir Chakma <[email-masked]>
Date: Fri, 31 Oct 2014 09:43:25 +0530 (IST)

tks for feedback. I understand and will follow the procedure
----- 原始邮件 -----
发件人: "Subir Chakma" <[email-masked]>
收件人: "Khubrooh Siddiqui" <[email-masked]>, "Iftekhar Ahmed" <[email-masked]>, "Rizwan Asad" <[email-masked]>, "Obaidullah B. Abu Baker" <[email-masked]>, "Md. Hasanuzzaman" <[email-masked]>, "Sumit Gogia" <[email-masked]>, "Amandeep Jangra" <[email-masked]>, "Alok Kumar" <[email-masked]>, "Sanjay Dutt" <[email-masked]>, "Vivian Guo" <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, "Gelna Genusolango G" <[email-masked]>, "Subir Chakma" <[email-masked]>, "Akhil P Walia" <[email-masked]>
抄送: "admin" <[email-masked]>, "Deeksha Dadu" <[email-masked]>
发送时间: 2014年 10 月 29日, 星期三 下午 9:21:54 GMT +08:00 北京/重庆/香港/乌鲁木齐
主题: Blx important feedback

Hello All, 

Please confirm you read, understand and will follow the procedure. 

Check history without fail: No matter how many chats you have, or if you are on call simulteneously. You MUST check history. The only results if you do not check history would be errors, multiple tickets, incorrect informations etc.. 

Multiple tickets: If you check history, you will avoid creating multiple tickets for same cx. For 0812-3133, we have 3 tickets (Rizwan, Sumit, L3). You all are flouting the rules. Please do not bypass procedure. A customer should have only a single ticket, unless it is really required to maintain more then one ticket. 

Clear and complete Notes: When you escalate to Hub, Finance, L2, 3, Pending Internal, or Pending customer, you MUST put Suite number, relevant Shipment/order number, followed by proper note. 

Compulsory note on Arabic ticket: All chats/emails done in AR, must carry a note in English so we can understand what the chat is all about. 

Assign proper Skill queue: To better understand this, let me share screen shot of above cx ticket 0812-3133. 

- Issue escalated proper with note to L3. 

- Cx contacted us again thru chat for a follow-up 

- Agent released ticket as Pending Internal, skill queue L3 was kept as before. 

- Ticket therefore, got requeued to L3 after timeout without any note. 

- L3 complained it was escalated without proper note. 

Agent mistake here is either to put a clear note and re-escalate to L3. Or if case is released, release the ticket pending internal or customer, while changing skill queue from L3 to L1. This would have ensure ticket never went to L3. 

If anyone is not clear on this, do let me know but I dont want another complaint of this kind. 

Regards 
Subir