1. L2 cases assigned to the “escalation desk” will be allocated to “Udipto”marked as “OPEN” in the freshdesk instead of marking them as “WIP”, “in- progress” or “pending”.
2. In NDR verification cases ,wherein; freight charges are more than 500 INR , will be allocated to “Anupama” in the ED with “open” status instead of “WIP” or “pending “ or “ in- progress “.
3. While arranging the training session for the "MPS" , the agent will not guide the seller to schedule the training session from the seller panel instead the agent will share the training link for MPS. (shared on email earlier).
4. We cannot ship "jewellery".
5. CSAT to be pitched on FCR calls, wherein; the seller is satisfied with the resolution given.
6. SARAL app cannot be shipped/Access with "Shiprocket id".
7. If there is a scope of "sales lead" on a particular call then the agent should assign the case to the sales team.