Embedded Files
New FCR Tagging
Nugget Ticket- For all the general queries [For-CSAT] ( Order Creation, Rate calculator, cancellation path etc)
Seller User:- Seller's registered emai id
Channel:- Customer Support Call Center
Agent Assign :- Own Name
Ticket Priority :- Low
Status :- Resolved
Subject :- General Query
Body:- NA
Private Notes :- NA
Phone:- Calling number
Source:- Phone / Chat
Type:- Query
FCR:- Yes
Escalation Desk/ORM Tag :- NA
VOC :- (Mention Seller and advisor VOC)
SR Issue Category:- Other
Sub Category :- General Query
Issue Details :- NA
Courier Name:- NA
AWB Number :- NA
Multiple AWB Number :- NA
Multiple Case Scenario :- NA
Shipment Status :- NA
Jira Link :- NA
KAM Action Flag :- NA
Note- Use this disposition where the DSAT chances are zero.
Nugget Ticket- For all the Awaiting Customer Response tickets( Recharge Failed, Damaged Shipment, Panel Functional Error etc)
When the documents to be shared with any team:-
Seller User:- Seller's registered emai id
Channel:- Relevant Department
Agent Assign :- ( Will be auto assigned )
Ticket Priority :- Low
Status :- Open
Subject :- As per seller's concern
Body:- NA
Private Notes :- NA
Phone:- Calling number
Source:- Phone / Chat
Type:- Query
FCR:- N-FCR
Escalation Desk/ORM Tag :- NA
VOC :- (Mention Seller and advisor VOC)
SR Issue Category:- Relevant Department
Sub Category :- as per scenario
Issue Details :- NA
Courier Name:- NA
AWB Number :- NA
Multiple AWB Number :- NA
Multiple Case Scenario :- NA
Shipment Status :- NA
Jira Link :- NA
KAM Action Flag :- NA
When we have to check any document:-
Seller User:- Seller's registered emai id
Channel:- Relevant Department
Agent Assign :- ( Will be auto assigned )
Ticket Priority :- Low
Status :- Awaiting Customer Response
Subject :- As per seller's concern
Body:- NA
Private Notes :- NA
Phone:- Calling number
Source:- Phone / Chat
Type:- Query
FCR:- N-FCR
Escalation Desk/ORM Tag :- NA
VOC :- (Mention Seller and advisor VOC)
SR Issue Category:- Relevant Department
Sub Category :- as per scenario
Issue Details :- NA
Courier Name:- NA
AWB Number :- NA
Multiple AWB Number :- NA
Multiple Case Scenario :- NA
Shipment Status :- NA
Jira Link :- NA
KAM Action Flag :- NA
Nugget Ticket- For all the rest FCR Cases ( NDR Reattempt, Shared RTO status, Weigt Discripency etc)]
Seller User:- Seller's registered emai id
Channel:- Customer Support Call Center
Agent Assign :- Own Name
Ticket Priority :- Low
Status :- Resolved
Subject :- As per seller's concern
Body:- NA
Private Notes :- NA
Phone:- Calling number
Source:- Phone / Chat
Type:- Query
FCR:- Yes
Escalation Desk/ORM Tag :- NA
VOC :- (Mention Seller and advisor VOC)
SR Issue Category:- Relevant Department
Sub Category :- as per scenario
Issue Details :- NA
Courier Name:- NA
AWB Number :- NA
Multiple AWB Number :- NA
Multiple Case Scenario :- NA
Shipment Status :- NA
Jira Link :- NA
KAM Action Flag :- NA
Nugget Ticket- For all the rest N-FCR Cases ( Account Blocked, Delivery Delay, Tracking update etc)
Seller User:- Seller's registered emai id
Channel:- Relevant Department
Agent Assign :- ( Will be auto assigned )
Ticket Priority :- Low
Status :- Open
Subject :- As per seller's concern
Body:- NA
Private Notes :- NA
Phone:- Calling number
Source:- Phone / Chat
Type:- Query
FCR:- N-FCR
Escalation Desk/ORM Tag :- NA
VOC :- (Mention Seller and advisor VOC)
SR Issue Category:- Relevant Department
Sub Category :- as per scenario
Issue Details :- NA
Courier Name:- NA
AWB Number :- NA
Multiple AWB Number :- NA
Multiple Case Scenario :- NA
Shipment Status :- NA
Jira Link :- NA
KAM Action Flag :- NA
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