{"text_format":"3","workbook":"xlsx","n_sheets":13,"sheets":["DocInfo","QM Form","Save Data Base","Grading","Reports","Dummy Data","Agent Data Sheet","Sheet1","Sheet2","QM Guidelines","Sheet3","Lists","Roster"],"not_rendered":{"images":10,"macros":1,"defined_names":104,"pivot_tables":5},"read":"whole","date_system":"1900"}

{"sheet":"DocInfo","index":0,"n_rows":23,"n_cols":6,"rows_kept":23,"hidden":true,"merged":[[3,2,5,5],[12,2,12,3],[13,2,13,3],[14,2,14,3],[15,2,15,3],[16,2,16,3],[19,1,19,2]]}
[]
[]
[]
[null,null,"DISCLAIMER: This document is classified as proprietary of Allan Rey Nunag, Manila, Philippines. Information contained in this document is confidential. No part of this document may be copied, reproduced, stored in a retrieval system, or transmitted without prior written permission of Allan Rey Nunag."]
[]
[]
[]
[]
[]
[]
[null,"DOCUMENT INFORMATION"]
[]
[null,"DOCUMENT TITLE","Groupon Inbound Quality Monitoring Form"]
[null,"Effective Date"]
[null,"Version Number","Version 1"]
[null,"Last Updated"]
[null,"Document Owner","Allan Rey Nunag"]
[]
[]
[null,"CHANGE HISTORY "]
[]
[null,"VERSION NUMBER","REVISION DATE","OWNER/MODIFIER","APPROVED BY","COMMENTS"]
[null,1,null,"Allan Rey E. Nunag",null,"created monitoring & report template"]

{"sheet":"QM Form","index":1,"n_rows":35,"n_cols":14,"rows_kept":35,"merged":[[1,3,1,12],[5,4,5,6],[5,10,5,17],[6,4,6,6],[6,10,6,17],[7,4,7,6],[7,10,7,17],[8,4,8,6],[8,10,8,17],[9,4,9,6],[9,10,9,17],[11,3,11,4],[11,9,11,17],[12,3,12,4],[12,9,20,17],[13,3,13,4],[14,3,14,4],[15,3,15,4],[16,3,16,4],[17,3,17,4],[18,3,18,4],[19,3,19,4],[22,3,22,4],[22,9,22,17],[23,3,23,4],[23,9,30,17],[24,3,24,4],[25,3,25,4],[26,3,26,4],[27,3,27,4],[28,3,28,4],[29,3,29,4],[32,3,32,4],[32,9,32,17],[33,9,37,17],[43,3,43,4],[43,9,43,11]]}
[]
[{"$nulls":3},"INBOUND MONITORING FORM"]
[]
[{"$nulls":4},"Ref # ===>",26,{"$nulls":3},{"$f":"\"of \"&MAX('Save Data Base'!$A:$A)","v":"of 0"}]
[]
[{"$nulls":3},"Work Week Monitored","AS",{"$nulls":4},"Overall Score",{"$f":"IF(K7=\"\",\"\",IF(G35=-100,0,((K7+K8))))","v":{"v":83.5,"d":"83.50"}}]
[{"$nulls":3},"Agent's Name",{"$nulls":5},"Call Management",{"$f":"F21","v":{"v":30,"d":"30.00"}}]
[{"$nulls":3},"Team Leader",{"$nulls":5},"Call Accuracy",{"$f":"F31","v":{"v":53.5,"d":"53.50"}}]
[{"$nulls":3},"Ticket Number",{"$nulls":5},"Call Reason","About a Groupon I bought, and I received the service/product - Delivered Goods - Missing quantity or empty package. (3I11)"]
[{"$nulls":3},"Evaluator's Name",{"$nulls":5},"Monitoring"]
[]
[{"$nulls":5},"Weights","Ratings",{"$f":"(SUM($H$14:$H$19,$H$25:$H$34)/(200%-SUMIF($G$14:$G$19,\"N/A\",$F$14:$F$19)-SUMIF($G$25:$G$34,\"N/A\",$F$25:$F$34)))*0.44+0.56-IF(OR($G$18=\"No\",$G$19=\"No\"),16%,0)","v":{"v":-0.6246153846153846,"d":"-62%"}},null,"Details"]
[{"$nulls":3},"Communication skills and Overall Customer Experience"]
[{"$nulls":3},"Greeting and Closing (5%)",null,{"$f":"IF(G14=\"Excellent\",Grading!B3,IF(G14=\"Fair\",Grading!C3,IF(G14=\"Poor\",Grading!D3,IF(G14=\"N/A\",Grading!F3,0))))","v":{"v":2.5,"d":"2.50"}},"Poor",{"$f":"IF($G14=\"Yes\",$F14,0)","v":0}]
[{"$nulls":3},"Account Verification (5%)",null,{"$f":"IF(G15=\"Excellent\",Grading!B3,IF(G15=\"Fair\",Grading!C3,IF(G15=\"Poor\",Grading!D3,IF(G15=\"N/A\",Grading!F3,0))))","v":{"v":2.5,"d":"2.50"}},"Poor"]
[{"$nulls":3},"Effective Communication (15%)",null,{"$f":"IF(G16=\"Excellent\",Grading!B5,IF(G16=\"Fair\",Grading!C5,IF(G16=\"Poor\",Grading!D5,IF(G16=\"N/A\",Grading!F5,0))))","v":{"v":15,"d":"15.00"}},"N/A",{"$f":"IF($G16=\"Yes\",$F16,0)","v":0}]
[{"$nulls":3},"Data Capture"]
[{"$nulls":3},"Phone ticket content (10%)",null,{"$f":"IF(G18=\"Excellent\",Grading!B3,IF(G18=\"Fair\",Grading!C3,IF(G18=\"Poor\",Grading!D3,IF(G18=\"N/A\",Grading!F3,0))))","v":{"v":2.5,"d":"2.50"}},"Poor",{"$f":"IF($G18=\"Yes\",$F18,0)","v":0}]
[{"$nulls":3},"Zendesk Tagging (Refund Related, Deal Permalink) (5%)",null,{"$f":"IF(G19=\"Excellent\",Grading!B3,IF(G19=\"Fair\",Grading!C3,IF(G19=\"Poor\",Grading!D3,IF(G19=\"N/A\",Grading!F3,0))))","v":{"v":2.5,"d":"2.50"}},"Poor",{"$f":"IF($G19=\"Yes\",$F19,0)","v":0}]
[{"$nulls":3},"Reason Code (5%)",null,{"$f":"IF(G20=\"Excellent\",Grading!B3,IF(G20=\"Fair\",Grading!C3,IF(G20=\"Poor\",Grading!D3,IF(G20=\"N/A\",Grading!F3,0))))","v":{"v":5,"d":"5.00"}},"Excellent"]
[{"$nulls":5},{"$f":"SUM(F14:F20)","v":{"v":30,"d":"30.00"}},null,{"$f":"(SUM($H$14:$H$19)/(100%-SUMIF($G$14:$G$19,\"N/A\",$F$14:$F$19)))*0.44+0.56-IF(OR($G$18=\"No\",$G$19=\"No\"),16%,0)","v":{"v":0.56,"d":"56%"}}]
[]
[{"$nulls":5},"Weights","Ratings",null,null,"Opportunities"]
[{"$nulls":3},"Resolution and Interaction"]
[{"$nulls":3},"Customer engagement and issue identification (5%)",null,{"$f":"IF(G25=\"Yes\",Grading!B3,IF(G25=\"No\",Grading!E6,IF(G25=\"N/A\",Grading!F3,0)))","v":{"v":5,"d":"5.00"}},"Yes",{"$f":"IF($G25=\"Yes\",$F25,0)","v":5}]
[{"$nulls":3},"Correct information & solution (30%)",null,{"$f":"IF(G26=\"Yes\",Grading!B6,IF(G26=\"N/A\",Grading!F6,0))","v":{"v":30,"d":"30.00"}},"Yes",{"$f":"IF($G26=\"Yes\",$F26,0)","v":30}]
[{"$nulls":3},"Education/complementary information (5%)",null,{"$f":"IF(G27=\"Yes\",Grading!B3,IF(G27=\"N/A\",Grading!F3,0))","v":{"v":0,"d":"0.00"}},"No",0]
[{"$nulls":3},"Policy/Procedure (20%)"]
[{"$nulls":3},"Correct policy and procedure (10%)",null,{"$f":"IF(G29=\"Excellent\",Grading!B4,IF(G29=\"Fair\",Grading!C4,IF(G29=\"Poor\",Grading!D4,IF(G29=\"N/A\",Grading!F4,0))))","v":{"v":10,"d":"10.00"}},"Excellent",0]
[{"$nulls":3},"RDT Reference (10%)",null,{"$f":"IF(G30=\"Excellent\",Grading!B4,IF(G30=\"Fair\",Grading!C4,IF(G30=\"Poor\",Grading!D4,IF(G30=\"Not Delivered\",Grading!E4,IF(G30=\"N/A\",Grading!F4,0)))))","v":{"v":8.5,"d":"8.50"}},"Fair",{"$f":"IF($G30=\"Yes\",$F30,0)","v":0}]
[{"$nulls":5},{"$f":"SUM(F25:F30)","v":{"v":53.5,"d":"53.50"}},{"$f":"SUM(F25:F30)","v":{"v":53.5,"d":"54"}}]
[{"$nulls":13},{"$f":"SUMPRODUCT(N14:N30,O14:O30)","v":0}]
[{"$nulls":3},"Others",null,"Weights",{"$nulls":3},"Comments"]
[{"$nulls":3},"Critical Fails",null,{"$f":"IF(G34=\"yes\",Grading!B7,0)","v":{"v":0,"d":"0.00"}},"No",0]
[{"$nulls":5},"Others",{"$f":"F34","v":0},{"$f":"(SUM($H$25:$H$34)/(100%-SUMIF($G$25:$G$34,\"N/A\",$F$25:$F$34)))*0.44+0.56","v":{"v":15.96,"d":"1596%"}}]

{"sheet":"Save Data Base","index":2,"n_rows":1,"n_cols":26,"rows_kept":1}
["Ref #","Work Week Monitored","Agent's Name","Team Leader","Ticket Number","Evaluator's Name","Overall Score","Call Management","Call Accuracy","Call Reason","Greeting and closing","Account Verification","Effective Communication","Phone Ticket Content","Zendesk Tagging","Reason Code","Customer engagement and issue identification","Correct information & solution ","Education/complementary information","Correct Policy and Procedure","RDT Reference","Critical Fails","Strengths","Opportunities","Comments","Monitoring"]

{"sheet":"Grading","index":3,"n_rows":7,"n_cols":6,"rows_kept":7,"hidden":true,"merged":[[0,0,1,0]]}
["Score","Excellent","Fair","Poor","Not Delivered","N/A"]
[null,{"v":1,"d":"100%"},{"v":0.85,"d":"85%"},{"v":0.5,"d":"50%"},{"v":0,"d":"0%"},{"v":1,"d":"100%"}]
[5,{"v":5,"d":"5.0"},{"$f":"A3*C2","v":{"v":4.25,"d":"4.3"}},{"$f":"A3*D2","v":2.5},{"v":0,"d":"0.0"},{"v":5,"d":"5.0"}]
[10,{"v":10,"d":"10.0"},{"$f":"A4*C2","v":8.5},{"$f":"A4*D2","v":{"v":5,"d":"5.0"}},{"v":0,"d":"0.0"},{"v":10,"d":"10.0"}]
[15,{"v":15,"d":"15.0"},{"$f":"A5*C2","v":{"v":12.75,"d":"12.8"}},{"$f":"A5*D2","v":7.5},{"v":0,"d":"0.0"},{"v":15,"d":"15.0"}]
[30,{"v":30,"d":"30.0"},{"$f":"A6*C2","v":25.5},{"$f":"A6*D2","v":{"v":15,"d":"15.0"}},{"v":0,"d":"0.0"},{"v":30,"d":"30.0"}]
[null,{"v":-100,"d":"-100.0"}]

{"sheet":"Reports","index":4,"n_rows":5,"n_cols":13,"rows_kept":5,"hidden":true}
["Work Week Monitored","(All)",null,null,"Work Week Monitored","(All)",null,"Work Week Monitored","(All)",null,null,"Work Week Monitored","(All)"]
[]
["Row Labels","Average of Overall Score",null,null,"Row Labels","Average of Overall Score",null,"Row Labels","Average of Overall Score",null,null,"Row Labels","Count of Overall Score"]
["(blank)",{"$nulls":3},"(blank)",null,null,"(blank)",{"$nulls":3},"(blank)"]
["Grand Total",{"$nulls":3},"Grand Total",null,null,"Grand Total",{"$nulls":3},"Grand Total"]

{"sheet":"Dummy Data","index":5,"n_rows":57,"n_cols":26,"rows_kept":57,"hidden":true}
[{"$nulls":8},"Team Summary",{"$nulls":9},10,11,12]
[null,"Phone",{"$nulls":7},1,2,3,4,5,6,7,8,9,"Targets"]
["WW Monitored",null,"WW Name",{"$nulls":3},"WW Monitored",null,null,"WW","# of transactions (Accuracy)","Ave. Accuracy Score","# of transactions (Handling)","Ave. Handling Score","# of fatal","%FA","# of non-fatal","%NFA","Ave. Score","% fatal Accuracy","% non-fatal accuracy"]
[null,1,{"$f":"\"WW\"&$A4","v":"WW"},{"$nulls":6},{"$f":"C4","v":"WW"}]
[null,2,{"$f":"\"WW\"&$A5","v":"WW"},{"$nulls":6},"WW"]
[null,3,{"$f":"\"WW\"&$A6","v":"WW"},{"$nulls":6},"WW"]
[null,4,{"$f":"\"WW\"&$A7","v":"WW"},{"$nulls":6},"WW"]
[null,5,{"$f":"\"WW\"&$A8","v":"WW"},{"$nulls":6},"WW"]
[null,6,"Monthly",{"$nulls":6},"Monthly"]
[]
[{"$nulls":9},"TM","FNFActual","FNFTarget","AveActual","AveTarget","AccName","AccFreq","AccCumm","HanName","HanFreq","HanCumm"]
[{"$nulls":8},"Row",1,1,1,1,1,1,1,1,22,22,22]
[null,"WW",{"$f":"'Agent Data Sheet'!$C$2","v":6},{"$nulls":5},"Col",{"$f":"IF($C$15=1,2,4)","v":2},{"$f":"IF($C$14=1,7,9)","v":9},{"$f":"IF($C$14=1,11,12)","v":12},{"$f":"IF($C$15=1,3,5)","v":3},10,{"$f":"IF($C$13=6,1,7)","v":1},{"$f":"IF($C$13=6,2,8)","v":2},{"$f":"IF($C$13=6,4,10)","v":4},{"$f":"IF($C$13=6,1,7)","v":1},{"$f":"IF($C$13=6,2,8)","v":2},{"$f":"IF($C$13=6,4,10)","v":4}]
[null,"FNF Report Type",{"$f":"'Agent Data Sheet'!$C$4","v":2},{"$nulls":5},"HGHT",6,6,6,6,6,17,17,17,16,16,16]
[null,"AveReport Type",{"$f":"'Agent Data Sheet'!$C$5","v":1},{"$nulls":5},"WDTH",1,1,1,1,1,1,1,1,1,1,1]
[]
[{"$nulls":9},{"$f":"'Agent Data Sheet'!BP$2","v":0},{"$f":"'Agent Data Sheet'!BQ$2","v":0},{"$f":"'Agent Data Sheet'!BR$2","v":0},{"$f":"'Agent Data Sheet'!BS$2","v":0},{"$f":"'Agent Data Sheet'!BT$2","v":0},{"$f":"'Agent Data Sheet'!BU$2","v":0},{"$f":"'Agent Data Sheet'!BV$2","v":0},{"$f":"'Agent Data Sheet'!BW$2","v":0},{"$f":"'Agent Data Sheet'!BX$2","v":0},{"$f":"'Agent Data Sheet'!BY$2","v":0},{"$f":"'Agent Data Sheet'!BZ$2","v":0},{"$f":"'Agent Data Sheet'!CA$2","v":0},{"$f":"'Agent Data Sheet'!CB$2","v":0},{"$f":"'Agent Data Sheet'!CC$2","v":0},{"$f":"'Agent Data Sheet'!CD$2","v":0},{"$f":"'Agent Data Sheet'!CE$2","v":0},{"$f":"'Agent Data Sheet'!CF$2","v":0}]
[{"$nulls":8},"Pareto Charts",1,2,3,4,5,6,7,8,9,10]
[{"$nulls":9},"Monthly",{"$nulls":5},"Weekly"]
[{"$nulls":10},"Freq","% Freq","% Cumm",{"$nulls":3},"Freq","% Freq","% Cumm"]
[{"$nulls":8},1,"Did the engineer answer all customer queries and concerns?",{"$f":"'Agent Data Sheet'!AY$2","v":0},{"$f":"K21/$K$38","v":{"$error":"#DIV/0!"}},{"$f":"L21","v":{"$error":"#DIV/0!"}},null,null,"Did the engineer answer all customer queries and concerns?",{"$f":"'Agent Data Sheet'!BP$2","v":0},{"$f":"Q21/$Q$38","v":{"$error":"#DIV/0!"}},{"$f":"R21","v":{"$error":"#DIV/0!"}}]
[{"$nulls":8},2,"Did the engineer lay down all pertinent action plans that would help resolve the issue?",{"$f":"'Agent Data Sheet'!AZ$2","v":0},{"$f":"K22/$K$38","v":{"$error":"#DIV/0!"}},{"$f":"M21+L22","v":{"$error":"#DIV/0!"}},null,null,"Did the engineer lay down all pertinent action plans that would help resolve the issue?",{"$f":"'Agent Data Sheet'!BQ$2","v":0},{"$f":"Q22/$Q$38","v":{"$error":"#DIV/0!"}},{"$f":"S21+R22","v":{"$error":"#DIV/0!"}}]
[{"$nulls":8},3,"Did the engineer provide relevant troubleshooting steps / resolution?",{"$f":"'Agent Data Sheet'!BA$2","v":0},{"$error":"#DIV/0!"},{"$f":"M22+L23","v":{"$error":"#DIV/0!"}},null,null,"Did the engineer provide relevant troubleshooting steps / resolution?",{"$f":"'Agent Data Sheet'!BR$2","v":0},{"$error":"#DIV/0!"},{"$f":"S22+R23","v":{"$error":"#DIV/0!"}}]
[{"$nulls":8},4,"Did the engineer correctly follow the escalation/requeue process?",{"$f":"'Agent Data Sheet'!BB$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"},null,null,"Did the engineer correctly follow the escalation/requeue process?",{"$f":"'Agent Data Sheet'!BS$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"}]
[{"$nulls":8},5,"Did the engineer set correct expectation of the support boundaries/product limitation/shipment schedule to the customer?",{"$f":"'Agent Data Sheet'!BC$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"},null,null,"Did the engineer set correct expectation of the support boundaries/product limitation/shipment schedule to the customer?",{"$f":"'Agent Data Sheet'!BT$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"}]
[{"$nulls":8},6,"Did the engineer demonstrate product knowledge?",{"$f":"'Agent Data Sheet'!BD$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"},null,null,"Did the engineer demonstrate product knowledge?",{"$f":"'Agent Data Sheet'!BU$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"}]
[{"$nulls":8},7,"Did the engineer give the action plan in a logical, clear, and concise manner?",{"$f":"'Agent Data Sheet'!BE$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"},null,null,"Did the engineer give the action plan in a logical, clear, and concise manner?",{"$f":"'Agent Data Sheet'!BV$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"}]
[{"$nulls":8},8,"Did the engineer use all available resources appropriately?",{"$f":"'Agent Data Sheet'!BF$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"},null,null,"Did the engineer use all available resources appropriately?",{"$f":"'Agent Data Sheet'!BW$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"}]
[{"$nulls":8},9,"Did the engineer paraphrase to verify understanding of the issue?",{"$f":"'Agent Data Sheet'!BG$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"},null,null,"Did the engineer paraphrase to verify understanding of the issue?",{"$f":"'Agent Data Sheet'!BX$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"}]
[{"$nulls":8},10,"Did the engineer ask relevant probing questions to correctly diagnose customer's issue?",{"$f":"'Agent Data Sheet'!BH$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"},null,null,"Did the engineer ask relevant probing questions to correctly diagnose customer's issue?",{"$f":"'Agent Data Sheet'!BY$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"}]
[{"$nulls":8},11,"Did the engineer correctly record all necessary information into the tool? (case notes, customer details, etc.)",{"$f":"'Agent Data Sheet'!BI$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"},null,null,"Did the engineer correctly record all necessary information into the tool? (case notes, customer details, etc.)",{"$f":"'Agent Data Sheet'!BZ$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"}]
[{"$nulls":8},12,"Did the engineer accept the case in less than 30 minutes?",{"$f":"'Agent Data Sheet'!BJ$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"},null,null,"Did the engineer accept the case in less than 30 minutes?",{"$f":"'Agent Data Sheet'!CA$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"}]
[{"$nulls":8},13,"Did the engineer comply with the customer's preferred means of communication (phone or email)?",{"$f":"'Agent Data Sheet'!BK$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"},null,null,"Did the engineer comply with the customer's preferred means of communication (phone or email)?",{"$f":"'Agent Data Sheet'!CB$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"}]
[{"$nulls":8},14,"Did the engineer communicate (email/phone) with the customer within 30 minutes after accepting of the case?",{"$f":"'Agent Data Sheet'!BL$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"},null,null,"Did the engineer communicate (email/phone) with the customer within 30 minutes after accepting of the case?",{"$f":"'Agent Data Sheet'!CC$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"}]
[{"$nulls":8},15,"Did the engineer update the customer regarding his case within 3 business days in absence of an appointment?",{"$f":"'Agent Data Sheet'!BM$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"},null,null,"Did the engineer update the customer regarding his case within 3 business days in absence of an appointment?",{"$f":"'Agent Data Sheet'!CD$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"}]
[{"$nulls":8},16,"Did the engineer respond to customer's query within 3 business days?",{"$f":"'Agent Data Sheet'!BN$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"},null,null,"Did the engineer respond to customer's query within 3 business days?",{"$f":"'Agent Data Sheet'!CE$2","v":0},{"$error":"#DIV/0!"},{"$error":"#DIV/0!"}]
[{"$nulls":8},17,"Did the engineer update the case status?",{"$f":"'Agent Data Sheet'!BO$2","v":0},{"$error":"#DIV/0!"},{"$f":"M36+L37","v":{"$error":"#DIV/0!"}},null,null,"Did the engineer update the case status?",{"$f":"'Agent Data Sheet'!CF$2","v":0},{"$error":"#DIV/0!"},{"$f":"S36+R37","v":{"$error":"#DIV/0!"}}]
[{"$nulls":8},18,null,{"$f":"SUM(K21:K37)","v":0},{"$nulls":5},{"$f":"SUM(Q21:Q37)","v":0}]
[{"$nulls":8},19]
[{"$nulls":8},20]
[{"$nulls":8},21]
[{"$nulls":8},22]
[{"$nulls":8},23]
[{"$nulls":8},24]
[{"$nulls":8},25]
[{"$nulls":8},26]
[{"$nulls":8},27]
[{"$nulls":8},28]
[{"$nulls":8},29]
[{"$nulls":8},30]
[{"$nulls":8},31]
[{"$nulls":8},32]
[{"$nulls":8},33]
[{"$nulls":8},34]
[{"$nulls":8},35]
[{"$nulls":8},36]
[{"$nulls":8},37]

{"sheet":"Agent Data Sheet","index":6,"n_rows":9,"n_cols":103,"rows_kept":9,"hidden":true,"merged":[[7,2,7,7],[7,8,7,13],[7,14,7,19],[7,20,7,25],[7,26,7,31],[7,32,7,37],[7,73,7,78],[7,79,7,84],[7,85,7,90]]}
[{"$nulls":4},1,"Ave. Accuracy Score",{"$nulls":4},"No. TM","FNF Actual","FNF Target","Ave Actual","AveTarget","Acc Freq","Han Freq","ACName","ACTM","ACFNFActual","ACFNFTarget","ACAveActual","ACAveTarget"]
[null,"WW",6,{"$f":"LOOKUP($C$2,'Dummy Data'!$B$4:$B$9,'Dummy Data'!$A$4:$A$9)","v":0},2,{"$nulls":4},"Rows",{"$f":"$D$3","v":0},0,0,0,0,0,0,1,1,1,1,1,1,{"$nulls":49},{"$f":"SUM(BU10:BU10)","v":0},0,0,0,0,0,0,0,0,0,0,0]
[null,"Agent #",2,null,1,"% Fatal Accuracy",{"$nulls":3},"Cols",{"$f":"IF($D$5=1,2,14)","v":14},{"$f":"IF($D$4=1,20,32)","v":32},{"$f":"IF($D$4=1,79,85)","v":85},8,73,38,{"$f":"IF($D$2=6,60,93)","v":93},1,{"$f":"1+$D$2","v":1},{"$f":"IF($D$4=1,19+$D$2,31+$D$2)","v":31},{"$f":"IF($D$4=1,78+$D$2,84+$D$2)","v":84},{"$f":"7+$D$2","v":7},{"$f":"72+$D$2","v":72}]
[null,"F-NF Report Type",2,null,2,"% Non-Fatal Accuracy",{"$nulls":3},"Hght",1,1,1,1,1,1,1,{"$f":"IF(MAX($B:$B)<1,1,MAX($B:$B))","v":1},1,1,1,1,1]
[null,"Ave. Report Type",1,{"$nulls":6},"Width",6,6,6,6,6,17,22,1,1,1,1,1,1]
[{"$nulls":85},"Targets"]
[null,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23,24,25,26,27,28,29,30,31,32,33,34,35,36,37,38,39,40,41,42,43,44,45,46,47,48,49,50,51,52,53,54,55,56,57,58,59,60,61,62,63,64,65,66,67,68,69,70,71,72,73,74,75,76,77,78,79,80,81,82,83,84,85,86,87,88,89,90,91,92,93,94,95,96,97,98,99,100,101,102]
[null,null,"# of transactions monitored (Accuracy)",{"$nulls":5},"Ave. Accuracy Score",{"$nulls":5},"# of Fatal Transaction",{"$nulls":5},"% Fatal Accuracy",{"$nulls":5},"# of Non-Fatal Transaction",{"$nulls":5},"% Non-Fatal Accuracy",{"$nulls":5},"Monthly",{"$nulls":16},"WEEKLY",{"$nulls":17},"Ave. Score",{"$nulls":5},"% Fatal Accuracy",{"$nulls":5},"% Non-fatal Accuracy"]
[null,"Agent's Name",{"$f":"'Dummy Data'!$C$4","v":"WW"},{"$f":"'Dummy Data'!$C$5","v":"WW"},{"$f":"'Dummy Data'!$C$6","v":"WW"},{"$f":"'Dummy Data'!$C$7","v":"WW"},{"$f":"'Dummy Data'!$C$8","v":"WW"},{"$f":"'Dummy Data'!$C$9","v":"Monthly"},{"$f":"'Dummy Data'!$C$4","v":"WW"},{"$f":"'Dummy Data'!$C$5","v":"WW"},{"$f":"'Dummy Data'!$C$6","v":"WW"},{"$f":"'Dummy Data'!$C$7","v":"WW"},{"$f":"'Dummy Data'!$C$8","v":"WW"},{"$f":"'Dummy Data'!$C$9","v":"Monthly"},{"$f":"'Dummy Data'!$C$4","v":"WW"},{"$f":"'Dummy Data'!$C$5","v":"WW"},{"$f":"'Dummy Data'!$C$6","v":"WW"},{"$f":"'Dummy Data'!$C$7","v":"WW"},{"$f":"'Dummy Data'!$C$8","v":"WW"},{"$f":"'Dummy Data'!$C$9","v":"Monthly"},{"$f":"'Dummy Data'!$C$4","v":"WW"},{"$f":"'Dummy Data'!$C$5","v":"WW"},{"$f":"'Dummy Data'!$C$6","v":"WW"},{"$f":"'Dummy Data'!$C$7","v":"WW"},{"$f":"'Dummy Data'!$C$8","v":"WW"},{"$f":"'Dummy Data'!$C$9","v":"Monthly"},{"$f":"'Dummy Data'!$C$4","v":"WW"},{"$f":"'Dummy Data'!$C$5","v":"WW"},{"$f":"'Dummy Data'!$C$6","v":"WW"},{"$f":"'Dummy Data'!$C$7","v":"WW"},{"$f":"'Dummy Data'!$C$8","v":"WW"},{"$f":"'Dummy Data'!$C$9","v":"Monthly"},{"$f":"'Dummy Data'!$C$4","v":"WW"},{"$f":"'Dummy Data'!$C$5","v":"WW"},{"$f":"'Dummy Data'!$C$6","v":"WW"},{"$f":"'Dummy Data'!$C$7","v":"WW"},{"$f":"'Dummy Data'!$C$8","v":"WW"},{"$f":"'Dummy Data'!$C$9","v":"Monthly"},"Did the engineer follow the complete and appropriate opening greetings on the initial email? ","Did the engineer inform the customer that the schedule and contact information is included in the email?","Did the engineer set expectation?","Did the engineer make a value statement?","Did the engineer expressed ideas and thoughts coherently?","Did the engineer sequenced statements acceptably for the customer?","Is the email and/or case notes format conscious?","Did the engineer positively represent Cisco products and services?","Did the engineer apologize appropriately?","Did the engineer take ownership of the case?","Did the engineer relate and tailor his responses to suit customer's needs and situation/s?","Did the engineer exhibit basic courtesy?","Did the engineer initiate establishing rapport with the customer?","Did the engineer use appropriate vocabulary and choice of words?","Did the engineer use appropriate sentence construction and grammar?","Did the engineer use appropriate punctuation, spelling, upper / lower case?",null,"Did the engineer follow the complete and appropriate opening greetings on the initial email? ","Did the engineer inform the customer that the schedule and contact information is included in the email?","Did the engineer set expectation?","Did the engineer make a value statement?","Did the engineer expressed ideas and thoughts coherently?","Did the engineer sequenced statements acceptably for the customer?","Is the email and/or case notes format conscious?","Did the engineer positively represent Cisco products and services?","Did the engineer apologize appropriately?","Did the engineer take ownership of the case?","Did the engineer relate and tailor his responses to suit customer's needs and situation/s?","Did the engineer exhibit basic courtesy?","Did the engineer initiate establishing rapport with the customer?","Did the engineer use appropriate vocabulary and choice of words?","Did the engineer use appropriate sentence construction and grammar?","Did the engineer use appropriate punctuation, spelling, upper / lower case?",null,"",{"$f":"'Dummy Data'!$C$4","v":"WW"},{"$f":"'Dummy Data'!$C$5","v":"WW"},{"$f":"'Dummy Data'!$C$6","v":"WW"},{"$f":"'Dummy Data'!$C$7","v":"WW"},{"$f":"'Dummy Data'!$C$8","v":"WW"},{"$f":"'Dummy Data'!$C$9","v":"Monthly"},{"$f":"'Dummy Data'!$C$4","v":"WW"},{"$f":"'Dummy Data'!$C$5","v":"WW"},{"$f":"'Dummy Data'!$C$6","v":"WW"},{"$f":"'Dummy Data'!$C$7","v":"WW"},{"$f":"'Dummy Data'!$C$8","v":"WW"},{"$f":"'Dummy Data'!$C$9","v":"Monthly"},{"$f":"'Dummy Data'!$C$4","v":"WW"},{"$f":"'Dummy Data'!$C$5","v":"WW"},{"$f":"'Dummy Data'!$C$6","v":"WW"},{"$f":"'Dummy Data'!$C$7","v":"WW"},{"$f":"'Dummy Data'!$C$8","v":"WW"},{"$f":"'Dummy Data'!$C$9","v":"Monthly"}]

{"sheet":"Sheet1","index":7,"n_rows":5,"n_cols":7,"rows_kept":5,"hidden":true,"merged":[[0,0,0,2]]}
["Performance Scale Rating",{"$nulls":4},"Work Week Monitored","(Multiple Items)"]
["2.80-3.00","Excellent Performance"]
["2.55-2.79","Good Performance","Needs to be Fast-tracked for Development",null,null,"TEAM","AVE"]
["2.31-2.54","Acceptable Performance","Needs Supportive Coaching Plan.",null,null,"Grand Total"]
["0.00-2.30","Critical Performance","Redirection needed"]

{"sheet":"Sheet2","index":8,"n_rows":5,"n_cols":13,"rows_kept":5,"hidden":true,"merged":[[1,1,1,5],[1,6,1,10],[1,11,1,12],[2,1,2,3],[2,4,2,5],[2,6,2,8],[2,9,2,10]]}
[]
[null,"Call Management (50%)",{"$nulls":4},"Call Accuracy (50%)",{"$nulls":4},"Others"]
[null,"Courtesy (30%)",null,null,"Communication Skill (20%)",null,"Case Resolution (40%)",null,null,"Data Entry (10%)",null,"Upselling (+10%)","Zero Tolerance"]
[null,"a).  Appropriate Greeting and Closing (3%)","b). Addressing Customer Appropriately (2%)","c).  Professionalism (25%) ","a).Effective Communication (10%)","b). Listening Skill (10%)","a).  Giving correct answer/solutions on customer's concern (20%)","b). Call and Order Processing Efficiency (10%)","c). Proactive assistance/Helpfulness (10%)","a).  Complete report in Order Management System (5%)","b). Complete ticket in Zendesk (5%)","a).  Upselling customer if in a sales situation","a).  Any unacceptable behavior"]
[null,"Delivered the opening spiel and closing spiel (verbatim).\n\nOpening Spiel: \n-Thank the customer\n-Brand Lazada\n-State your name\n-Offer to assist the customer\n“Thank you for calling Lazada Philippines, this is (NAME), how can I help you today?”\n\nClosing Spiel: \n-Offered additional assistance: \n-Thank the customer\n-Rebrand Lazada\n-Appreciation statement\n\"Is there anything else I can help you with?\"\n\"Thank you for shopping at Lazada\". or \"Thank you for calling Lazada\".","Addressed the customer by name at least twice within the call","1. Positive Initial Response (PIR) - Agent provided immediate PIR after the customer stated their issue. \"Empathy Resolution Statement\", you offer a simple apology for the problem followed by a statement of what you are going to do to resolve it. Once done, you can usually move on to focusing on resolution knowing that you've adequately expressed empathy.\n\"I'm sorry that (describe the unmet expectation). What I can/will do is (describe what action you will take).\"\n\n2. Acknowledge/ Empathy/ Assurance - Agent provided and expressed genuine relevant apology/empathy statement as needed all throughout the call. Provided assurance statement indicating ownership of the call.\n\n3. Proper tone of voice - Enthusiastic, Upbeat, Friendly, Polite\n\n4. No Interruption - Agent allowed the customer to express their issue, questions, and concerns without interruption.","Keep the conversation effective without compromising the aims/objectives\n1. Conciseness - means wordiness, i.e., communicating what you want to convey in least possible words (No talk in circle)\n\n2. Consideration - implies “stepping into the shoes of others”. Modifying your words in message to suit the customer's needs while making your message complete and adjusting rate of speech.\n\n3. Clarity - \"Speaks clearly\", Clear message\n\n4. Correctness - implies that there are no grammatical errors in communication.\n\n5. Appropriate Response - Using appropriate words/sentence. No jargons, no fillers, no slang terms. Used of positive words/phrase/sentence - Eliminate negative phrases and replace them with positive ways of conveying the same information.Avoided use of Negative words/phrase/sentence - Words that implies blame, fault or carelessness. Stresses negative consequences. Limits options through restrictive, limiting words and phrases. Focuses on the opposite behavior we want to achieve.","Agent remained focused on the call to avoid unnecessary repetition.","Answered all questions correctly\nCorrectly and efficiently probed to identify customer's issue\nGave correct solution accordance with customers concern\nCorrectly followed SOP\n-Placing an Order\n-Payments\n-Shipping & Delivery\n-Saving Cancellation\n-Returns, Refund and Replacement\n-And other updated process/procedures related to product/services (whether it is cascaded through email/meetings/QA Roll Out)\nSetting proper customers expectations\nEducated customer about online self-help such as Help and Order tracking Tool\nex: “You can also refer to lazada.com.ph/payments for other payment options\"\nOr\n“You can also check the status of your order on Order Tracking Tool on the website\"","No redundant or unnecessary actions\nAvoided Dead air (more than 10sec)\nFollowed Proper Hold Procedure - Agent put the customer on hold only if necessary; Maximum Hold time 1 minute\nI – Inform the customer the reason for hold\nE- Estimate hold time(1minute)\nA- Ask permission\nT- Thank the customer\nSucceeding hold time - 1-2-minutes is acceptable. Only initial hold will be measure.\nCall Control - Agent controlled the pace and direction of the call to efficiently resolve the customer’s issue.\nGathered Basic Information - ask/verify the caller's name, order number, address, e-mail address (whichever is applicable).\nFollowed Customer Verification\nIf a caller requests to modify, to make changes or to cancel an order, agent should correctly follow Customer Verification Procedures.\n1. Complete the Customer Verification: \na. Order Number\nb. Name of the caller (First and last name)\nc. Name of the person who placed the order (customer name)\nd. Shipping Address\n2. If caller failed the customer verification, Agent will advise the caller to ask the person who placed the order to contact customer service.","Agent tried to resolve the problem without having to ask the customer for every step","Complete comment required based on transaction in OMS, specifically the Action Taken and the Reason)\n\nEx: Cancelled order-due to invalid payment) and must notate whatever is applicable such as the dummy order, new tracking number etc.","Agent correctly tagged the case.\n\nAgent completely documented and filled out Zendesk Template. Must include specific and important details notated in OMS. [Customer name; phone number; order number; summary of issue; action]","Successfully sells an upgrade or add-on/accessory to the customer"]

{"sheet":"QM Guidelines","index":9,"n_rows":16,"n_cols":8,"rows_kept":16,"merged":[[0,1,0,7],[1,1,2,1],[1,2,2,2],[1,3,1,7],[3,1,9,1],[5,2,6,2],[10,1,14,1],[15,3,15,5]]}
[null,"Guidelines - Inbound Score Card"]
[null,"Category","Attributes","Parameter Description"]
[{"$nulls":3},"Excellent","Excellent (100%)","Fair (85%)","Poor (50%)","Not Delivered (0%)"]
[null,"Communication Skills and Data Capture 40%","a).  Greeting and Closing (5%)","Delivered the opening spiel and closing spiel (verbatim) by using the best voice to represent the company professionally.\n\nOpening Spiel: Thank the customer and Brand Groupon, State your name, Offer to assist the customer\n“Thank you for calling Groupon, My name is (NAME), how may I help you today?”\n\nClosing Spiel: Thank the customer, Rebrand Groupon, Appreciation statement:\n\"Thank you for shopping at Groupon\". or \"Thank you for calling Groupon\"."]
[null,null,"b). Account Verification (5%)","- Account has to be successfully verified (First name and Last name indicated on the account."]
[null,null,"c). Effective Communication (15%)"]
[{"$nulls":3},"- Means wordiness, i.e., communicating what you want to convey in least possible words (no talk in circle). \n- Implies that there are no grammatical errors in communication.\n- Focus on customer's information and condition to avoid unnecessary repetition and misunderstanding on receiving information or even did not get the message from customer.\n- Allowed the customer to finish statement before further assisting (no interruption).\n- Apologize if the customers has been accidentally interrupted and let them continue their statement\n- Using appropriate words/sentences. No jargons, no fillers, no slang terms. \n- Used of positive words/phrase/sentence, eliminate negative phrases and replace them with positive ways of conveying the same information. \n- Avoid dead air or mute (more than 5 sec)\n- Provided empathy statements on a timely manner or as required.\n- Provided an assurance statement to show willingness to assist."]
[null,null,"d.) Phone Ticket Content (10%)"," - Phone ticket content is complete and all information discussed to the customer during phone conversation (time frames, account specific, escalations, etc.) have been properly documented and accounted for.\n- Used all necessary macros as directed by RDT, PDT or Promotions Decision Tree.\n- Proper setting of status of ticket (Solved, On-Hold, Pending, Open).\n- Filled out necessary fields and ticked the boxes as required (Requester, Ticket Owner, Escalated?)","Addressed the customer by name twice, or mentioned wrong name but say apology for it.","Addressed the customer by name only once or mentioned wrong name and did not apologize for it.",null,"Not Delivered"]
[null,null,"e.) Zendesk Tagging (Perma Link, Refund Related) (5%)"," - Used correct permalink.\n- Used appropriate tagging for \"Refund Related?\" field.","Missed 1 parameter","Missed more than 1 parameter",null,"Not Delivered"]
[null,null,"f.) Zendesk Reason & Refund Reason"," - Correctly tagged the Zendesk Reason field.\n- Accurately tagged the Refund Reason field.\n- Used same Refund Reason on ZT as provided on Cyclops.","Initiate conversation or respond to trigger signal to get  a customer response but then did not build upon personal emotional connection.","Tried to build the connection but with the wrong or not appropriate way and showed no impact on it",null,"Not Delivered"]
[null,"Process 60%","a).  Customer engagement and issue identification (5%)"," - Demonstrated confidence throughout the call.\n- Failure to adapt to customer's pace/tone/manner of style.\n- Failure to connect/identify with customer.\n- Efficient usage of probing questions to identify issues.\n- Rude/Discourteous behavior.","No Fair score for this attribute","No Poor score for this attribute",null,"NO:\n- Did the wrong probing or verification to identify customer's issue.\n- Failed to gather basic information - ask/verify the caller's name, order number, address, e-mail address (whichever is applicable).\n - Followed customer verification ; If the caller requests to modify, to make changes or to cancel the order, agent should correctly followed Customer Verification Procedures."]
[null,null,"b).  Giving correct information & solution on customer's concern (30%)"," - Provided accurate and complete information regarding resolution.\n- Answered all customer's concern accurately.\n- Followed all procedures on RDT/PDT/Promotions Decision Tree as required.\n- Took all actions to resolve customer's issue. (Zendesk, Cyclops, Cybersource).\n- Escalated issue to the correct department as necessary.\n- Transfer of calls to the correct departments.","No Fair score for this attribute","No Poor score for this attribute",null,"NO:\n- Did not answer correctly to customer's question/concern\n- Only answered part of customer's question/concern"]
[null,null,"c). Education/complementary information (5%)","- Provided pre-empt further questions\n- Educated customer about online self-help options.","No Fair score for this attribute","No Poor score for this attribute",null,"NO:\n- Did not provide pre-empt further questions\n- Did not educate customer about online self-help such as Help, Order Status link, etc. "]
[null,null,"a). Correct Policy and Procedure (10%)","- Provided a user note on Cyclops as specified on RDT.\n- Identify if a Zendesk Ticket has been made for customer's concern to prevent duplicate tickets.\n- Followed RDT/PDT not skipping a single step.","Missing 1 parameter that not effect to be a problem for case resolution.","Missing more than 1 parameter",null,"Not Delivered"]
[null,null,"b). RDT Reference (10%)","- Provided reference of which RDT steps where followed during interaction.","Missing 1 parameter that not effect to be a problem for case resolution.","Missing more than 1 parameter",null,"Not Delivered"]
[null,"Zero Tolerance (+100%)","a).  Any unacceptable behavior","Any behaviors that trigger customer anger, and/or impact to the bad impression for the company, such as: Customer disrespect, call avoidance, talk disparagingly about Groupon's product/competitors, flirted with the customer, and so on."]

{"sheet":"Sheet3","index":10,"n_rows":0,"n_cols":0,"rows_kept":0,"hidden":true}

{"sheet":"Lists","index":11,"n_rows":98,"n_cols":13,"rows_kept":98}
[]
[]
[]
[null,"Call Reason",{"$nulls":6},"Agent's Name",null,"Monitoring",null,"Evaluator's Name"]
[1,"About a Groupon I bought, and I received the service/product - Delivered Goods - Complaint about courier or delivery service. (3I8)",{"$nulls":8},"SBS",null,"Allan Nunag"]
[2,"About a Groupon I bought, and I received the service/product - Delivered Goods - General questions on how to return a shipped product. (3I4)",{"$nulls":8},"Remote"]
[3,"About a Groupon I bought, and I received the service/product - Delivered Goods - Missing quantity or empty package. (3I11)"]
[4,"About a Groupon I bought, and I received the service/product - Delivered Goods - Product features and specifications different from what was advertised. (3I3c)"]
[5,"About a Groupon I bought, and I received the service/product - Delivered Goods - Product had missing parts. (3I2)"]
[6,"About a Groupon I bought, and I received the service/product - Delivered Goods - Product is defective or not working (box was not damaged). (3I1)"]
[7,"About a Groupon I bought, and I received the service/product - Delivered Goods - Product is of poor quality. (3I3a)"]
[8,"About a Groupon I bought, and I received the service/product - Delivered Goods - Product received - but damaged in transit. (3I6)"]
[9,"About a Groupon I bought, and I received the service/product - Delivered Goods - Product received - outside shipping window. (3I5)"]
[10,"About a Groupon I bought, and I received the service/product - Delivered Goods - The size or color of the product was not as expected. (3I3b)"]
[11,"About a Groupon I bought, and I received the service/product - Merchant Feedback - Customer believes service was not worth value. (3H2)"]
[12,"About a Groupon I bought, and I received the service/product - Merchant Feedback - Customer was negatively affected by merchant behavior or service. (3H1)"]
[13,"About a Groupon I bought, and I received the service/product - Merchant Feedback - Customer's experience did not match deal terms or description. (3H3)"]
[14,"About a Groupon I bought, and I received the service/product - Merchant Feedback - Positive Feedback. (3H4)"]
[15,"About a Groupon I bought, but I did not receive the service/product - Customer no longer wishes to redeem - Bought wrong deal option. (2F2)"]
[16,"About a Groupon I bought, but I did not receive the service/product - Customer no longer wishes to redeem - Change of mind - outside policy. (2F11)"]
[17,"About a Groupon I bought, but I did not receive the service/product - Customer no longer wishes to redeem - Change of mind - within policy. (2F10)"]
[18,"About a Groupon I bought, but I did not receive the service/product - Customer no longer wishes to redeem - Customer cannot use due to extraordinary personal circumstances. (2F12)"]
[19,"About a Groupon I bought, but I did not receive the service/product - Customer no longer wishes to redeem - Customer claims to have found a better deal elsewhere. (2F4)"]
[20,"About a Groupon I bought, but I did not receive the service/product - Customer no longer wishes to redeem - Customer does not want to redeem for face-value after expiration. (2F15)"]
[21,"About a Groupon I bought, but I did not receive the service/product - Customer no longer wishes to redeem - Decision to not redeem after attempt - merchant was rude or unprofessional. (2F8)"]
[22,"About a Groupon I bought, but I did not receive the service/product - Customer no longer wishes to redeem - Decision to not redeem after attempt - premises were not what was expected. (2F7)"]
[23,"About a Groupon I bought, but I did not receive the service/product - Customer no longer wishes to redeem - Decision to not redeem after attempt - service not as advertised on deal. (2F9)"]
[24,"About a Groupon I bought, but I did not receive the service/product - Customer no longer wishes to redeem - Did not read the fine print or copy at time of purchase. (2F3)"]
[25,"About a Groupon I bought, but I did not receive the service/product - Customer no longer wishes to redeem - Getaways - Surcharge fee for date requested or airfare is too high. (2F19)"]
[26,"About a Groupon I bought, but I did not receive the service/product - Customer no longer wishes to redeem - Getaways - Travel destination now subject to safety concerns (State Dept warning). (2F14)"]
[27,"About a Groupon I bought, but I did not receive the service/product - Customer no longer wishes to redeem - Merchant offered customer a better deal directly without using the Groupon. (2F5)"]
[28,"About a Groupon I bought, but I did not receive the service/product - Customer no longer wishes to redeem - Purchased by mistake. (2F1)"]
[29,"About a Groupon I bought, but I did not receive the service/product - Customer no longer wishes to redeem - Questions about exchange rate/conversion fee. (2F17)"]
[30,"About a Groupon I bought, but I did not receive the service/product - Customer no longer wishes to redeem - Third-party review advises to not redeem (reviews, word-of-mouth). (2F6)"]
[31,"About a Groupon I bought, but I did not receive the service/product - Product Delivery - Customer never redeemed on the merchant's website. (2G8)"]
[32,"About a Groupon I bought, but I did not receive the service/product - Product Delivery - Issue with tracking number. (2G3)"]
[33,"About a Groupon I bought, but I did not receive the service/product - Product Delivery - Merchant out of stock. (2G4)"]
[34,"About a Groupon I bought, but I did not receive the service/product - Product Delivery - Product not received - Dead Tracking. (2G13)"]
[35,"About a Groupon I bought, but I did not receive the service/product - Product Delivery - Product not received - returned to sender. (2G7)"]
[36,"About a Groupon I bought, but I did not receive the service/product - Product Delivery - Product not received - tracking shows delivered. (2G10)"]
[37,"About a Groupon I bought, but I did not receive the service/product - Product Delivery - Product received - but wrong item shipped. (2G9)"]
[38,"About a Groupon I bought, but I did not receive the service/product - Product Delivery - Request to cancel or stop delivery - outside cancelation window. (2G2b)"]
[39,"About a Groupon I bought, but I did not receive the service/product - Product Delivery - Request to cancel or stop delivery - within cancelation window. (2G2a)"]
[40,"About a Groupon I bought, but I did not receive the service/product - Product Delivery - Request to change shipping address - outside cancelation window. (2G1b)"]
[41,"About a Groupon I bought, but I did not receive the service/product - Product Delivery - Request to change shipping address - within cancelation window. (2G1a)"]
[42,"About a Groupon I bought, but I did not receive the service/product - Product Delivery - Shipping Status Inquiry. (2G19)"]
[43,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming - Code Issues. (2C1)"]
[44,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming - Merchant Issue - Acts of god prevent merchant from being able to accept Groupon. (2E11)"]
[45,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming - Merchant Issue - Extreme/Urgent Merchant Issue. (2E20)"]
[46,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming - Merchant Issue - Live: Extraordinary Event Policy. (2E16)"]
[47,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming - Merchant Issue - Merchant has closed permanently. (2E19)"]
[48,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming - Merchant Issue - Merchant is not contactable. (2E1)"]
[49,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming - Merchant Issue - Merchant is refusing to schedule past expiration date for promotional value. (2E14)"]
[50,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming - Merchant Issue - Merchant location closed/moved (not bankrupt). (2E9)"]
[51,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming - Merchant Issue - Merchant Overbooked (Getaways). (2E17)"]
[52,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming - Merchant Issue - Merchant redemption interface is not functional. (2E2)"]
[53,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming - Merchant Issue - Merchant refuses to honor Groupon via mobile app. (2E7)"]
[54,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming - Merchant Issue - Merchant refuses to honor Groupon. (2E6)"]
[55,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming - Merchant Issue - Merchant temporarily not honoring. (2E18)"]
[56,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming - Merchant Issue - Merchant would not accept the expired Groupon for face-value. (2E15)",null,null," "]
[57,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming - Merchant Issue - Merchant's next available appointment is too far in the future. (2E5)"]
[58,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming - Merchant Issue - Order/Booking/reservation placed but no confirmation from the merchant. (2E3)"]
[59,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming - Merchant Issue - Voucher redemption instructions are confusing. (2E10)"]
[60,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming Customer-Specific - Act of god prevents customer from being able to redeem Groupon. (2D3)"]
[61,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming Customer-Specific - Change customer name on voucher (GrouponLive). (2D7)"]
[62,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming Customer-Specific - Customer is not eligible. (2D2)"]
[63,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming Customer-Specific - Customer requests a specific date or time that is not available. (2D1)"]
[64,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming Customer-Specific - Getaways: Booking Guarantee. (2D9)"]
[65,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming Customer-Specific - Help modifying Booking Deal Reservation - deal is live. (2D4a)"]
[66,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming Customer-Specific - Help modifying Booking Deal Reservation - deal is not live. (2D4b)"]
[67,"About a Groupon I bought, but I did not receive the service/product - Trouble Redeeming Customer-Specific - Request to modify traveler's name on Booking Deal Reservation (Getaways). (2D5)"]
[68,"About a Groupon I haven't bought - Deal Details - Customer alerts us of a factual inaccuracy (Price Discrepancy Or Additional\nFees). (1B2)"]
[69,"About a Groupon I haven't bought - Deal Details - Customer expresses negative (moral) opinion about a deal. (1B3)"]
[70,"About a Groupon I haven't bought - Deal Details - Specific Question for Merchant. (1B6)"]
[71,"About a Groupon I haven't bought - Deal Details - Terms/description of the deal are unclear. (1B1)"]
[72,"About a Groupon I haven't bought - Deal Details - Warranty questions (advertised or not advertised). (1B4)"]
[73,"About a Groupon I haven't bought - Trouble Buying - Cart question or issue. (1A9)"]
[74,"About a Groupon I haven't bought - Trouble Buying - Credit card failed or invalid. (1A4)"]
[75,"About a Groupon I haven't bought - Trouble Buying - Customer receiving error message on Groupon website. (1A2)"]
[76,"About a Groupon I haven't bought - Trouble Buying - Deal is no longer available or sold out. (1A1)"]
[77,"About a Groupon I haven't bought - Trouble Buying - Getaways - Booking Calendar not working on Groupon website. (1A7)"]
[78,"About a Groupon I haven't bought - Trouble Buying - Mobile app problem while trying to buy a Groupon. (1A3)"]
[79,"About a Groupon I haven't bought - Trouble Buying - Non-Getaways - Customer is confused about how to use the Booking Tool. (1A8a)"]
[80,"About a Groupon I haven't bought - Trouble Buying - Non-Getaways - Issues with Groupon Booking Tool. (1A8b)"]
[81,"About a Groupon I haven't bought - Trouble Buying - Rejected Order - by Accertify/Shared Attribute (Velocity) Rules. (1A6)"]
[82,"About a Groupon I haven't bought - Trouble Buying - Unprocessed/pending order. (1A5)"]
[83,"Groupon Account, Subscriptions and related - Groupon Account - Add/edit credit cards or billing info. (4J2)"]
[84,"Groupon Account, Subscriptions and related - Groupon Account - Add/edit personal information. (4J1)"]
[85,"Groupon Account, Subscriptions and related - Groupon Account - Delete account. (4J10)"]
[86,"Groupon Account, Subscriptions and related - Groupon Account - Help finding or using Groupon bucks. (4J8)"]
[87,"Groupon Account, Subscriptions and related - Groupon Account - Is Groupon safe and secure? (4J9)"]
[88,"Groupon Account, Subscriptions and related - Groupon Account - Mistakenly redeemed Groupon. (4J11)"]
[89,"Groupon Account, Subscriptions and related - Groupon Account - Multiple accounts created. (4J6)"]
[90,"Groupon Account, Subscriptions and related - Groupon Account - Password reset. (4J3)"]
[91,"Groupon Account, Subscriptions and related - Groupon Account - Refund status inquiry. (4J7)"]
[92,"Groupon Account, Subscriptions and related - Groupon Account - Trouble finding the Groupon once logged in. (4J4)"]
[93,"Groupon Account, Subscriptions and related - Groupon Account - Trouble printing a Groupon they are viewing. (4J5)"]
[94,"Groupon Account, Subscriptions and related - Groupon Account - Unclaim / Resend Gift. (4J14)"]

{"sheet":"Roster","index":12,"n_rows":1,"n_cols":6,"rows_kept":1}
["Asternic ID","Team Lead","Channel","QAS","Ext","Date of Hire"]