INSERT INTO `audit_values` (`id`, `audit_id`, `matrix_id`, `weightage`, `comments`) VALUES
(14003, 1411, 5, 15, ''),
(14004, 1411, 7, 15, ''),
(14005, 1411, 8, 5, ''),
(14006, 1411, 10, 5, ''),
(14007, 1411, 12, 15, ''),
(14008, 1411, 14, 15, ''),
(14009, 1411, 15, 15, ''),
(14010, 1411, 17, 5, ''),
(14011, 1412, 1, 5, ''),
(14012, 1412, 2, 5, ''),
(14013, 1412, 5, 15, ''),
(14014, 1412, 7, 0, 'Customer asked about class 12 live class- informed him that it will be available with the starting of academic year'),
(14015, 1412, 8, 5, ''),
(14016, 1412, 10, 5, ''),
(14017, 1412, 12, 15, ''),
(14018, 1412, 14, 0, 'wrong contact number mentioned in notes'),
(14019, 1412, 15, 15, ''),
(14020, 1412, 17, 5, ''),
(14021, 1413, 1, 5, ''),
(14022, 1413, 2, 5, ''),
(14023, 1413, 5, 15, ''),
(14024, 1413, 7, 0, 'Guardian was interested about subscription- fix follow up after 1 week'),
(14025, 1413, 8, 5, ''),
(14026, 1413, 10, 5, ''),
(14027, 1413, 12, 15, ''),
(14028, 1413, 14, 15, ''),
(14029, 1413, 15, 15, ''),
(14030, 1413, 17, 5, ''),
(14031, 1414, 1, 5, ''),
(14032, 1414, 2, 5, ''),
(14033, 1414, 5, 15, ''),
(14034, 1414, 7, 15, ''),
(14035, 1414, 8, 5, ''),
(14036, 1414, 10, 5, ''),
(14037, 1414, 12, 15, ''),
(14038, 1414, 14, 15, ''),
(14039, 1414, 15, 15, ''),
(14040, 1414, 17, 5, ''),
(14041, 1415, 1, 5, ''),
(14042, 1415, 2, 5, ''),
(14043, 1415, 5, 15, ''),
(14044, 1415, 7, 15, ''),
(14045, 1415, 8, 5, ''),
(14046, 1415, 10, 5, ''),
(14047, 1415, 12, 15, ''),
(14048, 1415, 14, 0, 'FMC: customer paid 2360 & rest amount will be paid in next 2 months but in notes mentioned that they\'ve purchased the app for class 12 and total course value is 7080 which they\'ve paid 2360 & rest in next month.'),
(14049, 1415, 15, 15, ''),
(14050, 1415, 17, 5, ''),
(14051, 1416, 1, 5, ''),
(14052, 1416, 2, 5, ''),
(14053, 1416, 5, 15, ''),
(14054, 1416, 7, 15, ''),
(14055, 1416, 8, 5, ''),
(14056, 1416, 10, 5, ''),
(14057, 1416, 12, 15, ''),
(14058, 1416, 14, 15, ''),
(14059, 1416, 15, 15, ''),
(14060, 1416, 17, 5, ''),
(14061, 1417, 1, 5, ''),
(14062, 1417, 2, 5, ''),
(14063, 1417, 5, 15, ''),
(14064, 1417, 7, 15, ''),
(14065, 1417, 8, 5, ''),
(14066, 1417, 10, 5, ''),
(14067, 1417, 12, 15, ''),
(14068, 1417, 14, 0, 'Customer asked if he can use our app in laptop or not-raised ticket under subscription'),
(14069, 1417, 15, 15, ''),
(14070, 1417, 17, 5, ''),
(14071, 1418, 1, 5, ''),
(14072, 1418, 2, 5, ''),
(14073, 1418, 5, 15, ''),
(14074, 1418, 7, 15, ''),
(14075, 1418, 8, 5, ''),
(14076, 1418, 10, 5, ''),
(14077, 1418, 12, 15, ''),
(14078, 1418, 14, 15, ''),
(14079, 1418, 15, 15, ''),
(14080, 1418, 17, 5, ''),
(14081, 1419, 1, 5, ''),
(14082, 1419, 2, 5, ''),
(14083, 1419, 5, 15, ''),
(14084, 1419, 7, 15, ''),
(14085, 1419, 8, 5, ''),
(14086, 1419, 10, 5, ''),
(14087, 1419, 12, 15, ''),
(14088, 1419, 14, 15, ''),
(14089, 1419, 15, 15, ''),
(14090, 1419, 17, 5, ''),
(14091, 1420, 1, 5, ''),
(14092, 1420, 2, 5, ''),
(14093, 1420, 5, 15, ''),
(14094, 1420, 7, 15, ''),
(14095, 1420, 8, 5, ''),
(14096, 1420, 10, 5, ''),
(14097, 1420, 12, 15, ''),
(14098, 1420, 14, 0, 'payment validation mail not attached in ticket\r\nCall has been disconnected both days so unable to provide Ticket id, call closing & confirm understanding- not mentioned in notes\r\n'),
(14099, 1420, 15, 15, ''),
(14100, 1420, 17, 5, ''),
(14101, 1421, 1, 5, ''),
(14102, 1421, 2, 5, ''),
(14103, 1421, 5, 15, ''),
(14104, 1421, 7, 15, ''),
(14105, 1421, 8, 5, ''),
(14106, 1421, 10, 5, ''),
(14107, 1421, 12, 15, ''),
(14108, 1421, 14, 15, ''),
(14109, 1421, 15, 0, 'Forgot to pitch CSAT'),
(14110, 1421, 17, 5, ''),
(14111, 1422, 1, 5, ''),
(14112, 1422, 2, 5, ''),
(14113, 1422, 5, 15, ''),
(14114, 1422, 7, 15, ''),
(14115, 1422, 8, 0, 'Minimum balance available balance not informed to ASP'),
(14116, 1422, 10, 5, ''),
(14117, 1422, 12, 15, ''),
(14118, 1422, 14, 0, 'Proper template not followed in ticket'),
(14119, 1422, 15, 15, ''),
(14120, 1422, 17, 5, ''),
(14121, 1423, 1, 5, ''),
(14122, 1423, 2, 5, ''),
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(14153, 1426, 5, 15, ''),
(14154, 1426, 7, 15, ''),
(14155, 1426, 8, 5, ''),
(14156, 1426, 10, 5, ''),
(14157, 1426, 12, 15, ''),
(14158, 1426, 14, 0, 'Call disconnected at the time of CSAT pitch- not mentioned in notes'),
(14159, 1426, 15, 15, ''),
(14160, 1426, 17, 5, ''),
(14161, 1427, 1, 5, ''),
(14162, 1427, 2, 5, ''),
(14163, 1427, 5, 15, ''),
(14164, 1427, 7, 0, 'Customer asked about question box where he can ask question- informed him about report an issue option'),
(14165, 1427, 8, 5, ''),
(14166, 1427, 10, 5, ''),
(14167, 1427, 12, 15, ''),
(14168, 1427, 14, 15, ''),
(14169, 1427, 15, 15, ''),
(14170, 1427, 17, 5, ''),
(14171, 1428, 1, 5, ''),
(14172, 1428, 2, 0, 'Match pace: observed interruption'),
(14173, 1428, 5, 15, ''),
(14174, 1428, 7, 15, ''),
(14175, 1428, 8, 5, ''),
(14176, 1428, 10, 5, ''),
(14177, 1428, 12, 15, ''),
(14178, 1428, 14, 15, ''),
(14179, 1428, 15, 15, ''),
(14180, 1428, 17, 5, ''),
(14181, 1429, 1, 5, ''),
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(14184, 1429, 7, 15, ''),
(14185, 1429, 8, 5, ''),
(14186, 1429, 10, 5, ''),
(14187, 1429, 12, 15, ''),
(14188, 1429, 14, 15, ''),
(14189, 1429, 15, 15, ''),
(14190, 1429, 17, 5, ''),
(14191, 1430, 1, 5, ''),
(14192, 1430, 2, 0, 'Observed repetition when asked about details (ASP name/number etc)'),
(14193, 1430, 5, 15, ''),
(14194, 1430, 7, 15, ''),
(14195, 1430, 8, 5, ''),
(14196, 1430, 10, 5, ''),
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(14200, 1430, 17, 5, ''),
(14201, 1431, 1, 5, ''),
(14202, 1431, 2, 5, ''),
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(14204, 1431, 7, 15, ''),
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(14207, 1431, 12, 15, ''),
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(14209, 1431, 15, 15, ''),
(14210, 1431, 17, 5, ''),
(14211, 1432, 1, 5, ''),
(14212, 1432, 2, 5, ''),
(14213, 1432, 5, 15, ''),
(14214, 1432, 7, 0, 'Wrong mobile number captured in the mail against which wrong amount has been credited to ASP\'s wallet'),
(14215, 1432, 8, 5, ''),
(14216, 1432, 10, 5, ''),
(14217, 1432, 12, 15, ''),
(14218, 1432, 14, 15, ''),
(14219, 1432, 15, 15, ''),
(14220, 1432, 17, 0, 'Entertaining any customer(ASP/DB/STUDENT) calls from personal number is a non- compliance in terms of company policy'),
(14221, 1433, 1, 5, ''),
(14222, 1433, 2, 5, ''),
(14223, 1433, 5, 15, ''),
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(14225, 1433, 8, 5, ''),
(14226, 1433, 10, 5, ''),
(14227, 1433, 12, 15, ''),
(14228, 1433, 14, 0, 'Duplicate ticket has been raised without checking previous ticket though ASP informed that he already sent mail regarding the same issue'),
(14229, 1433, 15, 15, ''),
(14230, 1433, 17, 5, ''),
(14231, 1434, 1, 5, ''),
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(14255, 1436, 8, 5, ''),
(14256, 1436, 10, 5, ''),
(14257, 1436, 12, 15, ''),
(14258, 1436, 14, 0, 'Call disconnected before closing-not mentioned in notes'),
(14259, 1436, 15, 15, ''),
(14260, 1436, 17, 5, ''),
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(14286, 1439, 10, 5, ''),
(14287, 1439, 12, 15, ''),
(14288, 1439, 14, 0, 'call disconnected before closing not mentioned in notes'),
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(14311, 1442, 1, 0, 'assurance for help is missing'),
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(14325, 1443, 8, 5, ''),
(14326, 1443, 10, 5, ''),
(14327, 1443, 12, 15, ''),
(14328, 1443, 14, 0, 'calling number not captured in notes'),
(14329, 1443, 15, 15, ''),
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(14332, 1444, 2, 5, ''),
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(14335, 1444, 8, 5, ''),
(14336, 1444, 10, 5, ''),
(14337, 1444, 12, 0, 'Call closing missing'),
(14338, 1444, 14, 0, 'No ticket found against this call'),
(14339, 1444, 15, 0, 'CSAT pitch missing'),
(14340, 1444, 17, 0, 'Being rude with any customer & denied to help him/her is a non- compliance in terms of company policy'),
(14341, 1445, 1, 5, ''),
(14342, 1445, 2, 5, ''),
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(14375, 1448, 8, 5, ''),
(14376, 1448, 10, 5, ''),
(14377, 1448, 12, 15, ''),
(14378, 1448, 14, 0, 'Proper notes template not followed for stock exchange\r\nExchange mail not found in ticket'),
(14379, 1448, 15, 15, ''),
(14380, 1448, 17, 5, ''),
(14381, 1449, 1, 0, 'Assurance for help is missing'),
(14382, 1449, 2, 5, ''),
(14383, 1449, 5, 15, ''),
(14384, 1449, 7, 15, ''),
(14385, 1449, 8, 0, 'Didn\'t inform refer & earn'),
(14386, 1449, 10, 5, ''),
(14387, 1449, 12, 15, ''),
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(14391, 1450, 1, 5, ''),
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(14393, 1450, 5, 15, ''),
(14394, 1450, 7, 15, ''),
(14395, 1450, 8, 5, ''),
(14396, 1450, 10, 0, 'Hold time is more than 2 mins'),
(14397, 1450, 12, 15, ''),
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(14426, 1453, 10, 5, ''),
(14427, 1453, 12, 15, ''),
(14428, 1453, 14, 0, 'In FMC day 3 mentioned FMC day 1 in notes(copy paste)'),
(14429, 1453, 15, 15, ''),
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(14431, 1454, 1, 0, 'Assurance for help is missing'),
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(14446, 1455, 10, 5, ''),
(14447, 1455, 12, 15, ''),
(14448, 1455, 14, 0, 'called for wallet query as wallet is negative-not mentioned date & reason for negative balance in wallet'),
(14449, 1455, 15, 15, ''),
(14450, 1455, 17, 5, ''),
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(14467, 1457, 12, 0, 'Closing is not as per the script'),
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(14482, 1459, 2, 5, ''),
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(14485, 1459, 8, 0, 'Didn\'t inform refer & earn'),
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(14492, 1460, 2, 5, ''),
(14493, 1460, 5, 15, ''),
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(14495, 1460, 8, 0, 'Didn\'t inform refer & earn'),
(14496, 1460, 10, 5, ''),
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(14870, 1497, 17, 0, 'Attending any personal call in mobile while already in an outgoing call with customer is a clear instance of non-compliance.'),
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(14876, 1498, 10, 0, 'Keep customer mute instead of hold... then keep customer on hold & hold time is more than 2 mins'),
(14877, 1498, 12, 15, 'Keep customer mute instead of hold... then keep customer on hold & hold time is more than 2 mins'),
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(14998, 1510, 14, 0, 'Customer called us as his app was not responding-raised ticket under subscription\r\nIncomplete issue details-Called From 8436316793 Cx claimed whenever he is opening the APP so told him to do a basic Troubleshoot and check.'),
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(15304, 1541, 7, 0, 'Customer called us to know some specific answer-unable to provide proper resolution also didn\'t highlight the issue to the hierarchy '),
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(15325, 1543, 8, 0, 'informed customer that he can call to our Helpdesk on Monday to Saturday within 11 AM-8 P.M'),
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(15520, 1562, 17, 0, 'Proper process flow not followed-ticket has been raised on 14th, no follow up done till 17th then again follow up found on 24th'),
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(15628, 1573, 14, 0, 'Incomplete notes-customer called for multiple issues, not mentioned in notes'),
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(15708, 1581, 14, 0, 'Source type wrongly captured -someone from Tutopia called & informed the customer about Tutopia but source type captured as TVC'),
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(15781, 1589, 1, 0, 'Assurance for help is missing\r\n'),
(15782, 1589, 2, 0, 'Asked registered number several times'),
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INSERT INTO `audit_values` (`id`, `audit_id`, `matrix_id`, `weightage`, `comments`) VALUES
(15792, 1590, 2, 0, 'Observed interruption during call'),
(15793, 1590, 5, 15, ''),
(15794, 1590, 7, 0, 'Customer asked that why she can\'t be able to see the question which she has posted recently- agent asked him to make it public instead of private which is meaningless'),
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(15796, 1590, 10, 5, ''),
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(15801, 1591, 1, 5, ''),
(15802, 1591, 2, 5, ''),
(15803, 1591, 5, 15, ''),
(15804, 1591, 7, 0, 'Customer asked about multi user facility- unable to provide proper resooution'),
(15805, 1591, 8, 5, ''),
(15806, 1591, 10, 5, ''),
(15807, 1591, 12, 15, ''),
(15808, 1591, 14, 0, 'Calling number not mentioned in notes'),
(15809, 1591, 15, 0, 'CSAT pitch missing'),
(15810, 1591, 17, 5, ''),
(15811, 1592, 1, 0, 'Assurance for help is missing'),
(15812, 1592, 2, 5, ''),
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(15819, 1592, 15, 0, 'CSAT pitch missing'),
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(15825, 1593, 8, 5, ''),
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(15827, 1593, 12, 15, ''),
(15828, 1593, 14, 0, 'Called customer to inform that his app has been unblocked but didn\'t check on call & closed the ticket'),
(15829, 1593, 15, 0, 'CSAT pitch missing'),
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(15858, 1596, 14, 0, 'wrong notes captured-I checked the CRM and informed him that his minimum balance is less that available balance'),
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(15908, 1601, 14, 0, 'Notes not proper. Customer has paid 3540 & rest 3540 will pay in next 2 months but in notes mentioned that-\" they have purchased class 11 for 7080/- in which they\'ve paid 3540, and due 1770 will be paid for next 2 months\"'),
(15909, 1601, 15, 15, ''),
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(15914, 1602, 7, 0, 'FMC call- Didn\'t confirm payment details from guardian'),
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(15932, 1604, 2, 0, 'Observed lack of confidence '),
(15933, 1604, 5, 15, ''),
(15934, 1604, 7, 0, 'Customer asked about class 11 question box & he can he get answer of some question from English- informed customer that its unavailable now but he can ask question in the Q&A section of live class, may be he will get his answer.'),
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(15965, 1607, 8, 0, 'Didn\'t inform about refer & earn'),
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(15989, 1609, 15, 0, 'Forgot to pitch CSAT'),
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(15996, 1610, 10, 0, 'Hold time is more than 2 mins'),
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(16015, 1612, 8, 0, 'Customer informed that he is not interested to take subscription as course value is high-didn\'t show any additional effort to convince customer '),
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(16032, 1614, 2, 0, 'Too fast to move to the next topic without knowing if customer understood the issue or not'),
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(16326, 1643, 10, 5, ''),
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(16334, 1644, 7, 0, 'Customer asked about arts live class- informed him that our team is working on that & it will be available very soon'),
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(16367, 1647, 12, 0, 'Closing is not as per the script'),
(16368, 1647, 14, 0, 'Ticket updated with invalid remarks\r\nTicket not updated on 11th july'),
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(16370, 1647, 17, 0, 'Failed to call back the customer with promised timeline'),
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(16374, 1648, 7, 0, 'Unable to provide proper resolution on call-Customer called us on 11th July as some videos from Math(class 11) are not available. Its showing coming soon. promised to call the customer after discussing with the team which was not required,\r\n'),
(16375, 1648, 8, 5, ''),
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(16378, 1648, 14, 0, 'ticket has been updated with the same invalid remarks'),
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(16380, 1648, 17, 0, 'Failed to call the customer within promised timeline'),
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(16384, 1649, 7, 0, 'Unable to provide proper resolution in call-Customer called us on 12th July to inform us that she had paid the last EMI but didn\'t get the bill yet.\r\n'),
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(16388, 1649, 14, 0, 'Ticket has been updated on 13th July stating that detail has been forwarded to the concern team which was invalid'),
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(16398, 1650, 14, 0, 'Customer called us on 13th July as he is unable to see videos in live class. Basic troubleshooting has been done but the customer said that  the issue is not resolved so asked him to use the app in alternate mobile or he can do factory reset. Ticket has to be closed on that day only.'),
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(16448, 1655, 14, 0, 'short notes is not proper-\"cx called because cx did not fine comment box\"'),
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(16458, 1656, 14, 0, 'short notes is not proper- \"cx called because cx cant see love class and cant hear anything\"'),
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(16460, 1656, 17, 5, ''),
(16461, 1657, 1, 5, ''),
(16462, 1657, 2, 0, 'Observed repetition - Asked reason for calling, registered number several times'),
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(16508, 1661, 14, 0, 'Payment details wrongly updated in notes- they have purchased class 9 and 10 for 7080/- in which they\'ve paid 2360, and rest will be paid by next 3 months- actually customer has to pay the rest of the amount in next 2 EMI'),
(16509, 1661, 15, 15, ''),
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(16516, 1662, 10, 5, ''),
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(16518, 1662, 14, 0, 'customer disconnected the call before CSAT pitch-not mentioned in notes'),
(16519, 1662, 15, 15, ''),
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(16539, 1664, 15, 15, ''),
(16540, 1664, 17, 5, ''),
(16541, 1665, 1, 0, 'Assurance for help is missing'),
(16542, 1665, 2, 0, 'Observed lack of confidence/empathy'),
(16543, 1665, 5, 0, 'Didn\'t ask for further assistance'),
(16544, 1665, 7, 15, ''),
(16545, 1665, 8, 5, ''),
(16546, 1665, 10, 5, ''),
(16547, 1665, 12, 15, ''),
(16548, 1665, 14, 0, 'calling number not mentioned in notes\r\nshort notes is not proper(cx call and about live class)\r\nissue in details not understandable \r\n'),
(16549, 1665, 15, 15, ''),
(16550, 1665, 17, 5, ''),
(16551, 1666, 1, 0, 'Assurance for help is missing'),
(16552, 1666, 2, 0, 'Observed lack of confidence'),
(16553, 1666, 5, 0, 'Didn\'t ask for further assistance '),
(16554, 1666, 7, 0, 'Resolution is not proper( class 11 customer asked how to post question-unable to provide proper resolution'),
(16555, 1666, 8, 5, ''),
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(16852, 1696, 2, 0, 'Observed lack of confidence\r\nobserved lack of energy in the call\r\nobserved repetition in the call'),
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(16864, 1697, 7, 0, 'Customer asked whether live class timing has been changed or not- informed him to check the timing in our app'),
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(16868, 1697, 14, 0, 'wrong contact number mentioned in notes\r\nTicket raised under wrong category'),
(16869, 1697, 15, 0, 'Forgot to pitch CSAT'),
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(17072, 1718, 2, 5, ''),
(17073, 1718, 5, 15, ''),
(17074, 1718, 7, 15, ''),
(17075, 1718, 8, 5, ''),
(17076, 1718, 10, 5, ''),
(17077, 1718, 12, 15, ''),
(17078, 1718, 14, 0, 'Improper notes. The agent should properly document the call details. '),
(17079, 1718, 15, 15, ''),
(17080, 1718, 17, 5, ''),
(17081, 1719, 1, 5, ''),
(17082, 1719, 2, 5, ''),
(17083, 1719, 5, 15, ''),
(17084, 1719, 7, 0, 'Unnecessary delay in resolution. '),
(17085, 1719, 8, 5, ''),
(17086, 1719, 10, 5, ''),
(17087, 1719, 12, 15, ''),
(17088, 1719, 14, 0, 'Insufficient notes agent mentioned spoke to Shantanu where the caller identified himself as Rajesh Das//Followup ticket has no calling number mentioned unable to determine who the agent was contacting. The agent should mention calling numbers for such cases. The agent only wrote called \"CX\". Agent informed EMI from attached no EMI form was found in the ticket. '),
(17089, 1719, 15, 15, ''),
(17090, 1719, 17, 5, ''),
(17091, 1720, 1, 5, ''),
(17092, 1720, 2, 5, ''),
(17093, 1720, 5, 15, ''),
(17094, 1720, 7, 15, ''),
(17095, 1720, 8, 0, 'Refer & Earn not informed '),
(17096, 1720, 10, 5, ''),
(17097, 1720, 12, 15, ''),
(17098, 1720, 14, 15, ''),
(17099, 1720, 15, 15, ''),
(17100, 1720, 17, 5, ''),
(17101, 1721, 1, 5, ''),
(17102, 1721, 2, 5, ''),
(17103, 1721, 5, 15, ''),
(17104, 1721, 7, 15, ''),
(17105, 1721, 8, 0, 'Refer & earn not informed'),
(17106, 1721, 10, 5, ''),
(17107, 1721, 12, 15, ''),
(17108, 1721, 14, 15, ''),
(17109, 1721, 15, 15, ''),
(17110, 1721, 17, 5, ''),
(17111, 1722, 1, 5, ''),
(17112, 1722, 2, 5, ''),
(17113, 1722, 5, 15, ''),
(17114, 1722, 7, 0, 'The agent needs to validate with the student\'s parent/student if the DB/ASP informed us that they are in conduction. Without doing the validation the exchange should not be requested. '),
(17115, 1722, 8, 5, ''),
(17116, 1722, 10, 5, ''),
(17117, 1722, 12, 15, ''),
(17118, 1722, 14, 15, ''),
(17119, 1722, 15, 15, ''),
(17120, 1722, 17, 5, ''),
(17121, 1723, 1, 5, ''),
(17122, 1723, 2, 0, 'The agent should have kept cool and spoken to the customer politely.  '),
(17123, 1723, 5, 15, ''),
(17124, 1723, 7, 15, ''),
(17125, 1723, 8, 5, ''),
(17126, 1723, 10, 5, ''),
(17127, 1723, 12, 15, ''),
(17128, 1723, 14, 15, ''),
(17129, 1723, 15, 15, ''),
(17130, 1723, 17, 5, ''),
(17131, 1724, 1, 5, ''),
(17132, 1724, 2, 5, ''),
(17133, 1724, 5, 15, ''),
(17134, 1724, 7, 15, ''),
(17135, 1724, 8, 5, ''),
(17136, 1724, 10, 5, ''),
(17137, 1724, 12, 15, ''),
(17138, 1724, 14, 0, 'The call was disconnected. No mention in the notes. '),
(17139, 1724, 15, 15, ''),
(17140, 1724, 17, 5, ''),
(17141, 1725, 1, 0, 'No Assurance was given to the customer'),
(17142, 1725, 2, 0, 'Speaking over to the customer. Engaged the student with an argument. Mocking the student. '),
(17143, 1725, 5, 15, ''),
(17144, 1725, 7, 0, 'No resolution was provided to the customer. '),
(17145, 1725, 8, 0, 'No Refer & Earn Informed.'),
(17146, 1725, 10, 5, ''),
(17147, 1725, 12, 0, 'Forcefully closing the call.'),
(17148, 1725, 14, 0, 'No ticket has been raised. '),
(17149, 1725, 15, 0, 'Survey not pitched. '),
(17150, 1725, 17, 0, 'Being rude with the customer/Ticket not raised.'),
(17151, 1726, 1, 0, 'Assurance was missing.'),
(17152, 1726, 2, 5, ''),
(17153, 1726, 5, 15, ''),
(17154, 1726, 7, 15, ''),
(17155, 1726, 8, 5, ''),
(17156, 1726, 10, 5, ''),
(17157, 1726, 12, 15, ''),
(17158, 1726, 14, 15, ''),
(17159, 1726, 15, 15, ''),
(17160, 1726, 17, 5, ''),
(17161, 1727, 1, 5, ''),
(17162, 1727, 2, 5, ''),
(17163, 1727, 5, 15, ''),
(17164, 1727, 7, 15, ''),
(17165, 1727, 8, 5, ''),
(17166, 1727, 10, 5, ''),
(17167, 1727, 12, 15, ''),
(17168, 1727, 14, 15, ''),
(17169, 1727, 15, 15, ''),
(17170, 1727, 17, 5, ''),
(17171, 1728, 1, 5, ''),
(17172, 1728, 2, 5, ''),
(17173, 1728, 5, 15, ''),
(17174, 1728, 7, 15, ''),
(17175, 1728, 8, 5, ''),
(17176, 1728, 10, 5, ''),
(17177, 1728, 12, 15, ''),
(17178, 1728, 14, 15, ''),
(17179, 1728, 15, 15, ''),
(17180, 1728, 17, 5, ''),
(17181, 1729, 1, 5, ''),
(17182, 1729, 2, 5, ''),
(17183, 1729, 5, 15, ''),
(17184, 1729, 7, 15, ''),
(17185, 1729, 8, 5, ''),
(17186, 1729, 10, 0, 'Hold protocol note followed. '),
(17187, 1729, 12, 15, ''),
(17188, 1729, 14, 15, ''),
(17189, 1729, 15, 15, ''),
(17190, 1729, 17, 5, ''),
(17191, 1730, 1, 5, ''),
(17192, 1730, 2, 5, ''),
(17193, 1730, 5, 15, ''),
(17194, 1730, 7, 15, ''),
(17195, 1730, 8, 0, 'Refer & Earn not Informed '),
(17196, 1730, 10, 5, ''),
(17197, 1730, 12, 15, ''),
(17198, 1730, 14, 15, ''),
(17199, 1730, 15, 15, ''),
(17200, 1730, 17, 5, ''),
(17201, 1731, 1, 5, ''),
(17202, 1731, 2, 5, ''),
(17203, 1731, 5, 15, ''),
(17204, 1731, 7, 15, ''),
(17205, 1731, 8, 0, 'Refer & Earn not informed '),
(17206, 1731, 10, 5, ''),
(17207, 1731, 12, 15, ''),
(17208, 1731, 14, 15, ''),
(17209, 1731, 15, 15, ''),
(17210, 1731, 17, 5, ''),
(17211, 1732, 1, 0, 'No assurance was given to the customer'),
(17212, 1732, 2, 5, ''),
(17213, 1732, 5, 15, ''),
(17214, 1732, 7, 15, ''),
(17215, 1732, 8, 5, ''),
(17216, 1732, 10, 5, ''),
(17217, 1732, 12, 15, ''),
(17218, 1732, 14, 15, ''),
(17219, 1732, 15, 15, ''),
(17220, 1732, 17, 5, ''),
(17221, 1733, 1, 5, ''),
(17222, 1733, 2, 5, ''),
(17223, 1733, 5, 15, ''),
(17224, 1733, 7, 0, 'Incorrect details were shared with the customer regarding billing. '),
(17225, 1733, 8, 0, 'Refer & Earn not shared. '),
(17226, 1733, 10, 5, ''),
(17227, 1733, 12, 15, ''),
(17228, 1733, 14, 15, ''),
(17229, 1733, 15, 15, ''),
(17230, 1733, 17, 5, ''),
(17231, 1734, 1, 5, ''),
(17232, 1734, 2, 5, ''),
(17233, 1734, 5, 15, ''),
(17234, 1734, 7, 0, 'The agent has wrongly dealt with the customer as per the issue. '),
(17235, 1734, 8, 5, ''),
(17236, 1734, 10, 5, ''),
(17237, 1734, 12, 15, ''),
(17238, 1734, 14, 0, 'Incorrect short description. Incorrect Catagory. The call was disconnected but the agent failed to mention the same in the notes. '),
(17239, 1734, 15, 0, 'The survey was not pitched to the customer. '),
(17240, 1734, 17, 0, 'The customer was promised a call-back which the agent did not keep. The ticket was not raised when the customer called back and asked for a refund. '),
(17241, 1735, 1, 5, ''),
(17242, 1735, 2, 5, ''),
(17243, 1735, 5, 15, ''),
(17244, 1735, 7, 15, ''),
(17245, 1735, 8, 5, ''),
(17246, 1735, 10, 5, ''),
(17247, 1735, 12, 15, ''),
(17248, 1735, 14, 15, ''),
(17249, 1735, 15, 15, ''),
(17250, 1735, 17, 5, ''),
(17251, 1736, 1, 5, ''),
(17252, 1736, 2, 5, ''),
(17253, 1736, 5, 15, ''),
(17254, 1736, 7, 15, ''),
(17255, 1736, 8, 5, ''),
(17256, 1736, 10, 5, ''),
(17257, 1736, 12, 15, ''),
(17258, 1736, 14, 0, 'Incorrect ticket update: Agent called to student and mentioned he has called DB. Closing was not done customer disconnected before closing agent failed to mention that in the ticket. '),
(17259, 1736, 15, 15, ''),
(17260, 1736, 17, 5, ''),
(17261, 1737, 1, 5, ''),
(17262, 1737, 2, 5, ''),
(17263, 1737, 5, 15, ''),
(17264, 1737, 7, 15, ''),
(17265, 1737, 8, 5, ''),
(17266, 1737, 10, 5, ''),
(17267, 1737, 12, 15, ''),
(17268, 1737, 14, 15, ''),
(17269, 1737, 15, 15, ''),
(17270, 1737, 17, 5, ''),
(17271, 1738, 1, 5, ''),
(17272, 1738, 2, 5, ''),
(17273, 1738, 5, 15, ''),
(17274, 1738, 7, 15, ''),
(17275, 1738, 8, 5, ''),
(17276, 1738, 10, 5, ''),
(17277, 1738, 12, 15, ''),
(17278, 1738, 14, 0, 'The agent spoke to DB: Raja Da Tutopia and mentioned on the notes, Spoke to Kuntal Mondal. The agent failed to mention the additional information given to the customer. '),
(17279, 1738, 15, 15, ''),
(17280, 1738, 17, 5, ''),
(17281, 1739, 1, 5, ''),
(17282, 1739, 2, 5, ''),
(17283, 1739, 5, 15, ''),
(17284, 1739, 7, 15, ''),
(17285, 1739, 8, 5, ''),
(17286, 1739, 10, 5, ''),
(17287, 1739, 12, 15, ''),
(17288, 1739, 14, 0, 'Agent failed to upload the supporting document for the subscription activation issue sent by the customer. '),
(17289, 1739, 15, 15, ''),
(17290, 1739, 17, 5, ''),
(17291, 1740, 1, 5, ''),
(17292, 1740, 2, 5, ''),
(17293, 1740, 5, 15, ''),
(17294, 1740, 7, 15, ''),
(17295, 1740, 8, 5, ''),
(17296, 1740, 10, 5, ''),
(17297, 1740, 12, 15, ''),
(17298, 1740, 14, 15, ''),
(17299, 1740, 15, 15, ''),
(17300, 1740, 17, 5, ''),
(17301, 1741, 1, 5, ''),
(17302, 1741, 2, 5, ''),
(17303, 1741, 5, 15, ''),
(17304, 1741, 7, 15, ''),
(17305, 1741, 8, 5, ''),
(17306, 1741, 10, 5, ''),
(17307, 1741, 12, 15, ''),
(17308, 1741, 14, 0, 'The agent failed to update notes. The ticket was left behind with only the student\'s name and student number. '),
(17309, 1741, 15, 15, ''),
(17310, 1741, 17, 5, ''),
(17311, 1742, 1, 5, ''),
(17312, 1742, 2, 5, ''),
(17313, 1742, 5, 15, ''),
(17314, 1742, 7, 15, ''),
(17315, 1742, 8, 5, ''),
(17316, 1742, 10, 5, ''),
(17317, 1742, 12, 15, ''),
(17318, 1742, 14, 0, 'The agent failed to update notes. The ticket was left behind with only the student\'s name and student number.\r\n'),
(17319, 1742, 15, 15, ''),
(17320, 1742, 17, 5, ''),
(17321, 1743, 1, 0, 'No Assurance was given to the customer.'),
(17322, 1743, 2, 5, ''),
(17323, 1743, 5, 15, ''),
(17324, 1743, 7, 15, ''),
(17325, 1743, 8, 5, ''),
(17326, 1743, 10, 5, ''),
(17327, 1743, 12, 15, ''),
(17328, 1743, 14, 15, ''),
(17329, 1743, 15, 15, ''),
(17330, 1743, 17, 5, ''),
(17331, 1744, 1, 0, 'No assurance was given to the customer. '),
(17332, 1744, 2, 5, ''),
(17333, 1744, 5, 15, ''),
(17334, 1744, 7, 15, ''),
(17335, 1744, 8, 5, ''),
(17336, 1744, 10, 5, ''),
(17337, 1744, 12, 15, ''),
(17338, 1744, 14, 15, ''),
(17339, 1744, 15, 15, ''),
(17340, 1744, 17, 5, ''),
(17341, 1745, 1, 5, ''),
(17342, 1745, 2, 5, ''),
(17343, 1745, 5, 15, ''),
(17344, 1745, 7, 15, ''),
(17345, 1745, 8, 5, ''),
(17346, 1745, 10, 5, ''),
(17347, 1745, 12, 0, 'The agent did not close the call as per the script. Agent \"Ok Thank you\" after the student agreed to give the survey. There was the opportunity to close the call property. '),
(17348, 1745, 14, 15, ''),
(17349, 1745, 15, 15, ''),
(17350, 1745, 17, 5, ''),
(17351, 1746, 1, 5, ''),
(17352, 1746, 2, 5, ''),
(17353, 1746, 5, 0, 'Agent failed to ask if there is anything she can help the customer with or not'),
(17354, 1746, 7, 15, ''),
(17355, 1746, 8, 5, ''),
(17356, 1746, 10, 5, ''),
(17357, 1746, 12, 0, 'Repeated Mistake: The agent did not follow the script, Closed the call saying, \"OK, Thank You\" '),
(17358, 1746, 14, 15, ''),
(17359, 1746, 15, 15, ''),
(17360, 1746, 17, 5, ''),
(17361, 1747, 1, 5, ''),
(17362, 1747, 2, 5, ''),
(17363, 1747, 5, 0, 'The agent failed to ask if there is anything else she can help the customer with.'),
(17364, 1747, 7, 15, ''),
(17365, 1747, 8, 5, ''),
(17366, 1747, 10, 5, ''),
(17367, 1747, 12, 0, 'The agent did not close the call as per the script. '),
(17368, 1747, 14, 15, ''),
(17369, 1747, 15, 15, ''),
(17370, 1747, 17, 5, ''),
(17371, 1748, 1, 5, ''),
(17372, 1748, 2, 5, ''),
(17373, 1748, 5, 15, ''),
(17374, 1748, 7, 15, ''),
(17375, 1748, 8, 5, ''),
(17376, 1748, 10, 5, ''),
(17377, 1748, 12, 15, ''),
(17378, 1748, 14, 0, 'The customer called to inform he received a call from someone who informed us that the app will be blocked. No mention on the ticket.// The customer disconnected the call but was not mentioned in the notes. '),
(17379, 1748, 15, 15, ''),
(17380, 1748, 17, 5, ''),
(17381, 1749, 1, 0, 'No Assurance was given to the customer'),
(17382, 1749, 2, 5, ''),
(17383, 1749, 5, 15, ''),
(17384, 1749, 7, 15, ''),
(17385, 1749, 8, 5, 'Refer & Earn did not informed'),
(17386, 1749, 10, 5, ''),
(17387, 1749, 12, 15, ''),
(17388, 1749, 14, 0, 'The calling number is not mentioned on the ticket. '),
(17389, 1749, 15, 15, ''),
(17390, 1749, 17, 5, ''),
(17391, 1750, 1, 0, 'Assurance was missing on the call.'),
(17392, 1750, 2, 5, ''),
(17393, 1750, 5, 15, ''),
(17394, 1750, 7, 15, ''),
(17395, 1750, 8, 5, ''),
(17396, 1750, 10, 5, ''),
(17397, 1750, 12, 15, ''),
(17398, 1750, 14, 15, ''),
(17399, 1750, 15, 15, ''),
(17400, 1750, 17, 5, ''),
(17401, 1751, 1, 5, ''),
(17402, 1751, 2, 5, ''),
(17403, 1751, 5, 15, ''),
(17404, 1751, 7, 15, ''),
(17405, 1751, 8, 5, ''),
(17406, 1751, 10, 5, ''),
(17407, 1751, 12, 15, ''),
(17408, 1751, 14, 15, ''),
(17409, 1751, 15, 15, ''),
(17410, 1751, 17, 5, ''),
(17411, 1752, 1, 0, 'No Assurance was given to the customer '),
(17412, 1752, 2, 5, ''),
(17413, 1752, 5, 15, ''),
(17414, 1752, 7, 15, ''),
(17415, 1752, 8, 5, ''),
(17416, 1752, 10, 5, ''),
(17417, 1752, 12, 15, ''),
(17418, 1752, 14, 15, ''),
(17419, 1752, 15, 15, ''),
(17420, 1752, 17, 5, ''),
(17421, 1753, 1, 5, ''),
(17422, 1753, 2, 5, ''),
(17423, 1753, 5, 15, ''),
(17424, 1753, 7, 15, ''),
(17425, 1753, 8, 5, ''),
(17426, 1753, 10, 5, ''),
(17427, 1753, 12, 15, ''),
(17428, 1753, 14, 15, ''),
(17429, 1753, 15, 15, ''),
(17430, 1753, 17, 5, ''),
(17431, 1754, 1, 5, ''),
(17432, 1754, 2, 5, ''),
(17433, 1754, 5, 15, ''),
(17434, 1754, 7, 15, ''),
(17435, 1754, 8, 5, ''),
(17436, 1754, 10, 5, ''),
(17437, 1754, 12, 15, ''),
(17438, 1754, 14, 15, ''),
(17439, 1754, 15, 15, ''),
(17440, 1754, 17, 5, ''),
(17441, 1755, 1, 5, ''),
(17442, 1755, 2, 5, ''),
(17443, 1755, 5, 15, ''),
(17444, 1755, 7, 15, ''),
(17445, 1755, 8, 5, ''),
(17446, 1755, 10, 5, ''),
(17447, 1755, 12, 15, ''),
(17448, 1755, 14, 15, ''),
(17449, 1755, 15, 15, ''),
(17450, 1755, 17, 5, ''),
(17451, 1756, 1, 0, 'No Assurance was given to the customer. '),
(17452, 1756, 2, 5, ''),
(17453, 1756, 5, 15, ''),
(17454, 1756, 7, 15, ''),
(17455, 1756, 8, 5, ''),
(17456, 1756, 10, 5, ''),
(17457, 1756, 12, 15, ''),
(17458, 1756, 14, 15, ''),
(17459, 1756, 15, 15, ''),
(17460, 1756, 17, 5, '');
INSERT INTO `audit_values` (`id`, `audit_id`, `matrix_id`, `weightage`, `comments`) VALUES
(17461, 1757, 1, 5, ''),
(17462, 1757, 2, 5, ''),
(17463, 1757, 5, 0, 'The agent did not ask for additional help when had the chance'),
(17464, 1757, 7, 15, ''),
(17465, 1757, 8, 5, ''),
(17466, 1757, 10, 5, ''),
(17467, 1757, 12, 15, ''),
(17468, 1757, 14, 15, ''),
(17469, 1757, 15, 15, ''),
(17470, 1757, 17, 5, ''),
(17471, 1758, 1, 0, 'No Assurance was given to the customer. '),
(17472, 1758, 2, 5, ''),
(17473, 1758, 5, 15, ''),
(17474, 1758, 7, 15, ''),
(17475, 1758, 8, 0, 'Refer & Earn not shared'),
(17476, 1758, 10, 5, ''),
(17477, 1758, 12, 15, ''),
(17478, 1758, 14, 15, ''),
(17479, 1758, 15, 15, ''),
(17480, 1758, 17, 5, ''),
(17481, 1759, 1, 0, 'No Assurance was given to the customer. '),
(17482, 1759, 2, 5, ''),
(17483, 1759, 5, 15, ''),
(17484, 1759, 7, 15, ''),
(17485, 1759, 8, 5, ''),
(17486, 1759, 10, 5, ''),
(17487, 1759, 12, 15, ''),
(17488, 1759, 14, 15, ''),
(17489, 1759, 15, 15, ''),
(17490, 1759, 17, 5, ''),
(17491, 1760, 1, 5, ''),
(17492, 1760, 2, 5, ''),
(17493, 1760, 5, 15, 'The agent failed to ask for additional help is required or not. '),
(17494, 1760, 7, 15, ''),
(17495, 1760, 8, 5, ''),
(17496, 1760, 10, 5, ''),
(17497, 1760, 12, 15, ''),
(17498, 1760, 14, 0, 'The agent failed to capture the device details on the ticket. This issue was device specific hence the ticket should have the device details.'),
(17499, 1760, 15, 15, ''),
(17500, 1760, 17, 5, ''),
(17501, 1761, 1, 0, 'No Assurance was given to the customer. '),
(17502, 1761, 2, 5, ''),
(17503, 1761, 5, 15, ''),
(17504, 1761, 7, 15, ''),
(17505, 1761, 8, 5, ''),
(17506, 1761, 10, 5, ''),
(17507, 1761, 12, 15, ''),
(17508, 1761, 14, 15, ''),
(17509, 1761, 15, 15, ''),
(17510, 1761, 17, 5, ''),
(17511, 1762, 1, 5, ''),
(17512, 1762, 2, 5, ''),
(17513, 1762, 5, 15, ''),
(17514, 1762, 7, 15, ''),
(17515, 1762, 8, 5, ''),
(17516, 1762, 10, 5, ''),
(17517, 1762, 12, 15, ''),
(17518, 1762, 14, 15, ''),
(17519, 1762, 15, 15, ''),
(17520, 1762, 17, 5, ''),
(17521, 1763, 1, 5, ''),
(17522, 1763, 2, 5, ''),
(17523, 1763, 5, 15, ''),
(17524, 1763, 7, 15, ''),
(17525, 1763, 8, 5, ''),
(17526, 1763, 10, 5, ''),
(17527, 1763, 12, 15, ''),
(17528, 1763, 14, 15, ''),
(17529, 1763, 15, 15, ''),
(17530, 1763, 17, 5, ''),
(17531, 1764, 1, 5, ''),
(17532, 1764, 2, 5, ''),
(17533, 1764, 5, 15, ''),
(17534, 1764, 7, 15, ''),
(17535, 1764, 8, 5, ''),
(17536, 1764, 10, 5, ''),
(17537, 1764, 12, 15, ''),
(17538, 1764, 14, 15, ''),
(17539, 1764, 15, 15, ''),
(17540, 1764, 17, 5, ''),
(17541, 1765, 1, 0, 'No Assurance was given to the customer. '),
(17542, 1765, 2, 5, ''),
(17543, 1765, 5, 15, ''),
(17544, 1765, 7, 15, ''),
(17545, 1765, 8, 5, ''),
(17546, 1765, 10, 5, ''),
(17547, 1765, 12, 15, ''),
(17548, 1765, 14, 15, ''),
(17549, 1765, 15, 15, ''),
(17550, 1765, 17, 5, ''),
(17551, 1766, 1, 0, 'No Assurance was given to the customer. '),
(17552, 1766, 2, 5, ''),
(17553, 1766, 5, 15, ''),
(17554, 1766, 7, 15, ''),
(17555, 1766, 8, 5, ''),
(17556, 1766, 10, 5, ''),
(17557, 1766, 12, 15, ''),
(17558, 1766, 14, 15, ''),
(17559, 1766, 15, 15, ''),
(17560, 1766, 17, 5, ''),
(17561, 1767, 1, 5, ''),
(17562, 1767, 2, 5, ''),
(17563, 1767, 5, 15, ''),
(17564, 1767, 7, 15, ''),
(17565, 1767, 8, 0, 'Refer & Earn not informed. '),
(17566, 1767, 10, 5, ''),
(17567, 1767, 12, 15, ''),
(17568, 1767, 14, 15, ''),
(17569, 1767, 15, 15, ''),
(17570, 1767, 17, 5, ''),
(17571, 1768, 1, 5, ''),
(17572, 1768, 2, 5, ''),
(17573, 1768, 5, 0, 'Agent failed to ask for additional help. '),
(17574, 1768, 7, 15, ''),
(17575, 1768, 8, 5, ''),
(17576, 1768, 10, 5, ''),
(17577, 1768, 12, 15, ''),
(17578, 1768, 14, 15, ''),
(17579, 1768, 15, 15, ''),
(17580, 1768, 17, 5, ''),
(17581, 1769, 1, 5, ''),
(17582, 1769, 2, 5, ''),
(17583, 1769, 5, 0, 'The agent did not ask if there is anything else she can help the customer with or not. '),
(17584, 1769, 7, 0, 'The agent should have asked for payment details from the customer to ask for SOA and check herself to make the customer\'s journey easier.'),
(17585, 1769, 8, 5, ''),
(17586, 1769, 10, 5, ''),
(17587, 1769, 12, 15, ''),
(17588, 1769, 14, 0, 'The agent failed to create a ticket. '),
(17589, 1769, 15, 0, 'The agent did not pitch for the survey as she was not raising the ticket. '),
(17590, 1769, 17, 0, 'Work Avoidance detected. '),
(17591, 1770, 1, 5, ''),
(17592, 1770, 2, 5, ''),
(17593, 1770, 5, 15, ''),
(17594, 1770, 7, 15, ''),
(17595, 1770, 8, 0, 'Refer & Earn not shared. '),
(17596, 1770, 10, 0, 'Hold protocol not followed. '),
(17597, 1770, 12, 15, ''),
(17598, 1770, 14, 15, ''),
(17599, 1770, 15, 15, ''),
(17600, 1770, 17, 5, ''),
(17601, 1771, 1, 5, ''),
(17602, 1771, 2, 5, ''),
(17603, 1771, 5, 15, ''),
(17604, 1771, 7, 15, ''),
(17605, 1771, 8, 5, ''),
(17606, 1771, 10, 5, ''),
(17607, 1771, 12, 15, ''),
(17608, 1771, 14, 15, ''),
(17609, 1771, 15, 15, ''),
(17610, 1771, 17, 5, ''),
(17611, 1772, 1, 5, ''),
(17612, 1772, 2, 5, ''),
(17613, 1772, 5, 0, 'Did not ask the customer if there is something else the customer needs help with or not.'),
(17614, 1772, 7, 15, ''),
(17615, 1772, 8, 5, ''),
(17616, 1772, 10, 5, ''),
(17617, 1772, 12, 15, ''),
(17618, 1772, 14, 15, ''),
(17619, 1772, 15, 15, ''),
(17620, 1772, 17, 5, ''),
(17621, 1773, 1, 5, ''),
(17622, 1773, 2, 5, ''),
(17623, 1773, 5, 15, ''),
(17624, 1773, 7, 15, ''),
(17625, 1773, 8, 5, ''),
(17626, 1773, 10, 5, ''),
(17627, 1773, 12, 15, ''),
(17628, 1773, 14, 15, ''),
(17629, 1773, 15, 15, ''),
(17630, 1773, 17, 5, ''),
(17631, 1774, 1, 5, ''),
(17632, 1774, 2, 5, ''),
(17633, 1774, 5, 15, ''),
(17634, 1774, 7, 15, ''),
(17635, 1774, 8, 5, ''),
(17636, 1774, 10, 5, ''),
(17637, 1774, 12, 15, ''),
(17638, 1774, 14, 15, 'The agent did not attach the payment screenshots to the ticket which the customer gave. '),
(17639, 1774, 15, 15, ''),
(17640, 1774, 17, 5, ''),
(17641, 1775, 1, 5, ''),
(17642, 1775, 2, 5, ''),
(17643, 1775, 5, 15, ''),
(17644, 1775, 7, 15, ''),
(17645, 1775, 8, 5, ''),
(17646, 1775, 10, 5, ''),
(17647, 1775, 12, 15, ''),
(17648, 1775, 14, 0, 'The customer disconnected call before the agent could close the call. No mention on the ticket. '),
(17649, 1775, 15, 15, ''),
(17650, 1775, 17, 5, ''),
(17651, 1776, 1, 5, ''),
(17652, 1776, 2, 5, ''),
(17653, 1776, 5, 15, ''),
(17654, 1776, 7, 15, ''),
(17655, 1776, 8, 0, 'Refer & earn not informed. '),
(17656, 1776, 10, 5, ''),
(17657, 1776, 12, 15, ''),
(17658, 1776, 14, 0, 'Improper notes: When the account was activated agent did not mention about making the call to the customer. Document missing. '),
(17659, 1776, 15, 15, ''),
(17660, 1776, 17, 5, ''),
(17661, 1777, 1, 0, 'Assurance missing. '),
(17662, 1777, 2, 5, ''),
(17663, 1777, 5, 15, ''),
(17664, 1777, 7, 15, ''),
(17665, 1777, 8, 5, ''),
(17666, 1777, 10, 5, ''),
(17667, 1777, 12, 0, 'Agent forgot to close the call as per script.'),
(17668, 1777, 14, 15, ''),
(17669, 1777, 15, 15, ''),
(17670, 1777, 17, 5, ''),
(17671, 1778, 1, 5, ''),
(17672, 1778, 2, 5, ''),
(17673, 1778, 5, 15, ''),
(17674, 1778, 7, 15, ''),
(17675, 1778, 8, 5, ''),
(17676, 1778, 10, 5, ''),
(17677, 1778, 12, 15, ''),
(17678, 1778, 14, 0, 'Incorrect Disposition Selected. The customer was facing issues with login to the app, Agent selected \"subscription-related issue\". '),
(17679, 1778, 15, 15, ''),
(17680, 1778, 17, 5, ''),
(17681, 1779, 1, 5, ''),
(17682, 1779, 2, 5, ''),
(17683, 1779, 5, 15, ''),
(17684, 1779, 7, 15, ''),
(17685, 1779, 8, 5, ''),
(17686, 1779, 10, 5, ''),
(17687, 1779, 12, 15, ''),
(17688, 1779, 14, 15, ''),
(17689, 1779, 15, 15, ''),
(17690, 1779, 17, 5, ''),
(17691, 1780, 1, 5, ''),
(17692, 1780, 2, 5, ''),
(17693, 1780, 5, 15, ''),
(17694, 1780, 7, 15, ''),
(17695, 1780, 8, 5, ''),
(17696, 1780, 10, 5, ''),
(17697, 1780, 12, 15, ''),
(17698, 1780, 14, 15, ''),
(17699, 1780, 15, 15, ''),
(17700, 1780, 17, 5, ''),
(17701, 1781, 1, 5, ''),
(17702, 1781, 2, 5, ''),
(17703, 1781, 5, 15, ''),
(17704, 1781, 7, 15, ''),
(17705, 1781, 8, 5, ''),
(17706, 1781, 10, 5, ''),
(17707, 1781, 12, 15, ''),
(17708, 1781, 14, 15, ''),
(17709, 1781, 15, 15, ''),
(17710, 1781, 17, 5, ''),
(17711, 1782, 1, 5, ''),
(17712, 1782, 2, 5, ''),
(17713, 1782, 5, 15, ''),
(17714, 1782, 7, 15, ''),
(17715, 1782, 8, 5, ''),
(17716, 1782, 10, 5, ''),
(17717, 1782, 12, 15, ''),
(17718, 1782, 14, 0, 'Improper Notes: \"Description: Block due to non-payment\" on the student ticket.\r\n'),
(17719, 1782, 15, 15, ''),
(17720, 1782, 17, 5, ''),
(17721, 1783, 1, 0, 'No Assurance was given to the customer.'),
(17722, 1783, 2, 5, ''),
(17723, 1783, 5, 15, ''),
(17724, 1783, 7, 15, ''),
(17725, 1783, 8, 5, ''),
(17726, 1783, 10, 5, ''),
(17727, 1783, 12, 15, ''),
(17728, 1783, 14, 15, ''),
(17729, 1783, 15, 15, ''),
(17730, 1783, 17, 5, ''),
(17731, 1784, 1, 5, ''),
(17732, 1784, 2, 5, ''),
(17733, 1784, 5, 15, ''),
(17734, 1784, 7, 15, ''),
(17735, 1784, 8, 5, ''),
(17736, 1784, 10, 5, ''),
(17737, 1784, 12, 15, ''),
(17738, 1784, 14, 15, ''),
(17739, 1784, 15, 15, ''),
(17740, 1784, 17, 5, ''),
(17741, 1785, 1, 5, ''),
(17742, 1785, 2, 5, ''),
(17743, 1785, 5, 15, ''),
(17744, 1785, 7, 15, ''),
(17745, 1785, 8, 5, ''),
(17746, 1785, 10, 5, ''),
(17747, 1785, 12, 15, ''),
(17748, 1785, 14, 15, ''),
(17749, 1785, 15, 15, ''),
(17750, 1785, 17, 5, ''),
(17751, 1786, 1, 0, 'No Assurance was given to the customer.'),
(17752, 1786, 2, 5, ''),
(17753, 1786, 5, 15, ''),
(17754, 1786, 7, 15, ''),
(17755, 1786, 8, 5, ''),
(17756, 1786, 10, 5, ''),
(17757, 1786, 12, 15, ''),
(17758, 1786, 14, 15, ''),
(17759, 1786, 15, 15, ''),
(17760, 1786, 17, 5, ''),
(17761, 1787, 1, 5, ''),
(17762, 1787, 2, 5, ''),
(17763, 1787, 5, 15, ''),
(17764, 1787, 7, 15, ''),
(17765, 1787, 8, 0, 'Refer & Earn Not informed '),
(17766, 1787, 10, 5, ''),
(17767, 1787, 12, 15, ''),
(17768, 1787, 14, 15, ''),
(17769, 1787, 15, 15, ''),
(17770, 1787, 17, 5, ''),
(17771, 1788, 1, 5, ''),
(17772, 1788, 2, 5, ''),
(17773, 1788, 5, 15, ''),
(17774, 1788, 7, 15, ''),
(17775, 1788, 8, 5, ''),
(17776, 1788, 10, 5, ''),
(17777, 1788, 12, 15, ''),
(17778, 1788, 14, 15, ''),
(17779, 1788, 15, 15, ''),
(17780, 1788, 17, 5, ''),
(17781, 1789, 1, 5, ''),
(17782, 1789, 2, 5, ''),
(17783, 1789, 5, 15, ''),
(17784, 1789, 7, 15, ''),
(17785, 1789, 8, 5, ''),
(17786, 1789, 10, 5, ''),
(17787, 1789, 12, 15, ''),
(17788, 1789, 14, 15, ''),
(17789, 1789, 15, 15, ''),
(17790, 1789, 17, 5, ''),
(17791, 1790, 1, 5, ''),
(17792, 1790, 2, 5, ''),
(17793, 1790, 5, 15, ''),
(17794, 1790, 7, 15, 'The agent informed that the feature of decreasing video quality option is coming very soon. This is wrong as we don\'t have any update on this. '),
(17795, 1790, 8, 5, ''),
(17796, 1790, 10, 5, ''),
(17797, 1790, 12, 15, ''),
(17798, 1790, 14, 15, ''),
(17799, 1790, 15, 15, ''),
(17800, 1790, 17, 5, ''),
(17801, 1791, 1, 5, ''),
(17802, 1791, 2, 5, ''),
(17803, 1791, 5, 15, ''),
(17804, 1791, 7, 15, ''),
(17805, 1791, 8, 5, ''),
(17806, 1791, 10, 5, ''),
(17807, 1791, 12, 15, ''),
(17808, 1791, 14, 15, ''),
(17809, 1791, 15, 15, ''),
(17810, 1791, 17, 5, ''),
(17811, 1792, 1, 5, ''),
(17812, 1792, 2, 5, ''),
(17813, 1792, 5, 15, ''),
(17814, 1792, 7, 15, ''),
(17815, 1792, 8, 5, ''),
(17816, 1792, 10, 5, ''),
(17817, 1792, 12, 15, ''),
(17818, 1792, 14, 15, ''),
(17819, 1792, 15, 15, ''),
(17820, 1792, 17, 5, ''),
(17821, 1793, 1, 5, ''),
(17822, 1793, 2, 5, ''),
(17823, 1793, 5, 15, ''),
(17824, 1793, 7, 15, ''),
(17825, 1793, 8, 5, ''),
(17826, 1793, 10, 5, ''),
(17827, 1793, 12, 15, ''),
(17828, 1793, 14, 15, ''),
(17829, 1793, 15, 15, ''),
(17830, 1793, 17, 5, ''),
(17831, 1794, 1, 5, ''),
(17832, 1794, 2, 5, ''),
(17833, 1794, 5, 15, ''),
(17834, 1794, 7, 15, ''),
(17835, 1794, 8, 5, ''),
(17836, 1794, 10, 5, ''),
(17837, 1794, 12, 15, ''),
(17838, 1794, 14, 15, ''),
(17839, 1794, 15, 15, ''),
(17840, 1794, 17, 5, ''),
(17841, 1795, 1, 5, ''),
(17842, 1795, 2, 5, ''),
(17843, 1795, 5, 15, ''),
(17844, 1795, 7, 15, ''),
(17845, 1795, 8, 5, ''),
(17846, 1795, 10, 5, ''),
(17847, 1795, 12, 15, ''),
(17848, 1795, 14, 15, ''),
(17849, 1795, 15, 15, ''),
(17850, 1795, 17, 5, ''),
(17851, 1796, 1, 5, ''),
(17852, 1796, 2, 5, ''),
(17853, 1796, 5, 15, ''),
(17854, 1796, 7, 15, ''),
(17855, 1796, 8, 0, 'Refer & Earn not informed'),
(17856, 1796, 10, 5, ''),
(17857, 1796, 12, 15, ''),
(17858, 1796, 14, 15, ''),
(17859, 1796, 15, 15, ''),
(17860, 1796, 17, 5, ''),
(17861, 1797, 1, 5, 'No Assurance was given to the customer'),
(17862, 1797, 2, 5, ''),
(17863, 1797, 5, 0, 'The agent failed to ask if there is anything else the customer needs help with or not. '),
(17864, 1797, 7, 15, ''),
(17865, 1797, 8, 5, ''),
(17866, 1797, 10, 5, ''),
(17867, 1797, 12, 0, 'The agent did not close the call as per the script. '),
(17868, 1797, 14, 15, ''),
(17869, 1797, 15, 15, ''),
(17870, 1797, 17, 5, ''),
(17871, 1798, 1, 0, 'No assurance was given to the customer.'),
(17872, 1798, 2, 5, ''),
(17873, 1798, 5, 0, 'Did not ask the student if the student needs help with anything else.'),
(17874, 1798, 7, 15, ''),
(17875, 1798, 8, 5, ''),
(17876, 1798, 10, 5, ''),
(17877, 1798, 12, 15, ''),
(17878, 1798, 14, 15, ''),
(17879, 1798, 15, 15, ''),
(17880, 1798, 17, 5, ''),
(17881, 1799, 1, 5, ''),
(17882, 1799, 2, 5, ''),
(17883, 1799, 5, 15, ''),
(17884, 1799, 7, 0, 'The process was not followed. '),
(17885, 1799, 8, 5, ''),
(17886, 1799, 10, 5, ''),
(17887, 1799, 12, 15, ''),
(17888, 1799, 14, 0, 'The agent failed to mention Attempts on the ticket. Also, the agent only called once and wrote contact the student two times. '),
(17889, 1799, 15, 15, ''),
(17890, 1799, 17, 5, ''),
(17891, 1800, 1, 5, ''),
(17892, 1800, 2, 5, ''),
(17893, 1800, 5, 15, ''),
(17894, 1800, 7, 15, ''),
(17895, 1800, 8, 5, ''),
(17896, 1800, 10, 0, 'Hold protocol not followed. 3mins13 secs of hold without refresh. '),
(17897, 1800, 12, 15, ''),
(17898, 1800, 14, 0, 'The agent could not end the call as the customer refused to share any details. Also, the agent called back the customer after some time which should be mentioned on the ticket. '),
(17899, 1800, 15, 15, ''),
(17900, 1800, 17, 5, ''),
(17901, 1801, 1, 5, 'No Assurance was given to the customer. '),
(17902, 1801, 2, 5, ''),
(17903, 1801, 5, 15, ''),
(17904, 1801, 7, 15, ''),
(17905, 1801, 8, 5, ''),
(17906, 1801, 10, 5, ''),
(17907, 1801, 12, 15, ''),
(17908, 1801, 14, 0, 'The agent confirmed the Return Value, Exchange Value, and Wallet Credit to the DB on the call. Failed to update the same in the ticket. '),
(17909, 1801, 15, 15, ''),
(17910, 1801, 17, 5, ''),
(17911, 1802, 1, 5, ''),
(17912, 1802, 2, 5, ''),
(17913, 1802, 5, 15, ''),
(17914, 1802, 7, 15, ''),
(17915, 1802, 8, 5, ''),
(17916, 1802, 10, 5, ''),
(17917, 1802, 12, 15, ''),
(17918, 1802, 14, 15, ''),
(17919, 1802, 15, 15, ''),
(17920, 1802, 17, 5, ''),
(17921, 1803, 1, 0, 'No Assurance was given to the customer.'),
(17922, 1803, 2, 5, ''),
(17923, 1803, 5, 15, ''),
(17924, 1803, 7, 15, ''),
(17925, 1803, 8, 5, ''),
(17926, 1803, 10, 5, ''),
(17927, 1803, 12, 15, ''),
(17928, 1803, 14, 15, ''),
(17929, 1803, 15, 15, ''),
(17930, 1803, 17, 5, ''),
(17931, 1804, 1, 5, ''),
(17932, 1804, 2, 5, ''),
(17933, 1804, 5, 15, ''),
(17934, 1804, 7, 15, ''),
(17935, 1804, 8, 5, ''),
(17936, 1804, 10, 5, ''),
(17937, 1804, 12, 15, ''),
(17938, 1804, 14, 0, 'Unable to determine the issue from the Short description\r\nShort Description: \"cx called us because his app he did not get proper\"\r\n'),
(17939, 1804, 15, 15, ''),
(17940, 1804, 17, 5, ''),
(17941, 1805, 1, 5, ''),
(17942, 1805, 2, 5, ''),
(17943, 1805, 5, 15, ''),
(17944, 1805, 7, 15, ''),
(17945, 1805, 8, 5, ''),
(17946, 1805, 10, 0, 'Prolonged hold without refreshing the call. Hold duration: 6:14-8:47(2mins 33secs) '),
(17947, 1805, 12, 15, ''),
(17948, 1805, 14, 15, ''),
(17949, 1805, 15, 15, ''),
(17950, 1805, 17, 5, ''),
(17951, 1806, 1, 5, ''),
(17952, 1806, 2, 5, ''),
(17953, 1806, 5, 15, ''),
(17954, 1806, 7, 15, ''),
(17955, 1806, 8, 5, ''),
(17956, 1806, 10, 5, ''),
(17957, 1806, 12, 15, ''),
(17958, 1806, 14, 15, ''),
(17959, 1806, 15, 15, ''),
(17960, 1806, 17, 5, ''),
(17961, 1807, 1, 5, ''),
(17962, 1807, 2, 5, ''),
(17963, 1807, 5, 0, 'Forgot to ask the customer about additional help is required or not'),
(17964, 1807, 7, 15, ''),
(17965, 1807, 8, 5, ''),
(17966, 1807, 10, 5, ''),
(17967, 1807, 12, 15, ''),
(17968, 1807, 14, 15, ''),
(17969, 1807, 15, 15, ''),
(17970, 1807, 17, 5, ''),
(17971, 1808, 1, 5, ''),
(17972, 1808, 2, 5, ''),
(17973, 1808, 5, 15, ''),
(17974, 1808, 7, 15, ''),
(17975, 1808, 8, 5, ''),
(17976, 1808, 10, 5, ''),
(17977, 1808, 12, 15, ''),
(17978, 1808, 14, 15, ''),
(17979, 1808, 15, 15, ''),
(17980, 1808, 17, 5, ''),
(17981, 1809, 1, 5, ''),
(17982, 1809, 2, 5, ''),
(17983, 1809, 5, 15, ''),
(17984, 1809, 7, 15, ''),
(17985, 1809, 8, 5, ''),
(17986, 1809, 10, 5, ''),
(17987, 1809, 12, 15, ''),
(17988, 1809, 14, 15, ''),
(17989, 1809, 15, 15, ''),
(17990, 1809, 17, 5, ''),
(17991, 1810, 1, 5, ''),
(17992, 1810, 2, 5, ''),
(17993, 1810, 5, 15, ''),
(17994, 1810, 7, 15, ''),
(17995, 1810, 8, 5, ''),
(17996, 1810, 10, 5, ''),
(17997, 1810, 12, 15, ''),
(17998, 1810, 14, 15, ''),
(17999, 1810, 15, 15, ''),
(18000, 1810, 17, 5, ''),
(18001, 1811, 1, 5, ''),
(18002, 1811, 2, 5, ''),
(18003, 1811, 5, 15, ''),
(18004, 1811, 7, 15, ''),
(18005, 1811, 8, 5, ''),
(18006, 1811, 10, 5, ''),
(18007, 1811, 12, 15, ''),
(18008, 1811, 14, 15, ''),
(18009, 1811, 15, 15, ''),
(18010, 1811, 17, 5, ''),
(18011, 1812, 1, 5, ''),
(18012, 1812, 2, 5, ''),
(18013, 1812, 5, 15, ''),
(18014, 1812, 7, 15, ''),
(18015, 1812, 8, 5, ''),
(18016, 1812, 10, 5, ''),
(18017, 1812, 12, 15, ''),
(18018, 1812, 14, 15, ''),
(18019, 1812, 15, 15, ''),
(18020, 1812, 17, 5, ''),
(18021, 1813, 1, 5, ''),
(18022, 1813, 2, 5, ''),
(18023, 1813, 5, 15, ''),
(18024, 1813, 7, 15, ''),
(18025, 1813, 8, 5, ''),
(18026, 1813, 10, 5, ''),
(18027, 1813, 12, 15, ''),
(18028, 1813, 14, 15, ''),
(18029, 1813, 15, 15, ''),
(18030, 1813, 17, 5, ''),
(18031, 1814, 1, 0, 'No assurance was given to the customer. '),
(18032, 1814, 2, 5, ''),
(18033, 1814, 5, 15, ''),
(18034, 1814, 7, 15, ''),
(18035, 1814, 8, 5, ''),
(18036, 1814, 10, 5, ''),
(18037, 1814, 12, 15, ''),
(18038, 1814, 14, 15, ''),
(18039, 1814, 15, 15, ''),
(18040, 1814, 17, 5, ''),
(18041, 1815, 1, 5, ''),
(18042, 1815, 2, 5, ''),
(18043, 1815, 5, 15, ''),
(18044, 1815, 7, 15, ''),
(18045, 1815, 8, 5, ''),
(18046, 1815, 10, 5, ''),
(18047, 1815, 12, 0, 'Failed to introduce himself as a mentor to the customer. '),
(18048, 1815, 14, 15, ''),
(18049, 1815, 15, 15, ''),
(18050, 1815, 17, 5, ''),
(18051, 1816, 1, 5, ''),
(18052, 1816, 2, 5, ''),
(18053, 1816, 5, 15, ''),
(18054, 1816, 7, 15, ''),
(18055, 1816, 8, 5, ''),
(18056, 1816, 10, 5, ''),
(18057, 1816, 12, 15, ''),
(18058, 1816, 14, 15, ''),
(18059, 1816, 15, 15, ''),
(18060, 1816, 17, 5, ''),
(18061, 1817, 1, 5, ''),
(18062, 1817, 2, 5, ''),
(18063, 1817, 5, 15, ''),
(18064, 1817, 7, 15, ''),
(18065, 1817, 8, 5, ''),
(18066, 1817, 10, 5, ''),
(18067, 1817, 12, 15, ''),
(18068, 1817, 14, 15, ''),
(18069, 1817, 15, 15, ''),
(18070, 1817, 17, 5, ''),
(18071, 1818, 1, 5, ''),
(18072, 1818, 2, 5, ''),
(18073, 1818, 5, 15, ''),
(18074, 1818, 7, 15, ''),
(18075, 1818, 8, 5, ''),
(18076, 1818, 10, 5, ''),
(18077, 1818, 12, 15, ''),
(18078, 1818, 14, 15, ''),
(18079, 1818, 15, 15, ''),
(18080, 1818, 17, 5, ''),
(18081, 1819, 1, 0, 'No assurance was given to the customer. '),
(18082, 1819, 2, 5, ''),
(18083, 1819, 5, 15, ''),
(18084, 1819, 7, 15, ''),
(18085, 1819, 8, 5, ''),
(18086, 1819, 10, 5, ''),
(18087, 1819, 12, 15, ''),
(18088, 1819, 14, 15, ''),
(18089, 1819, 15, 15, ''),
(18090, 1819, 17, 5, ''),
(18091, 1820, 1, 5, ''),
(18092, 1820, 2, 5, ''),
(18093, 1820, 5, 15, ''),
(18094, 1820, 7, 15, ''),
(18095, 1820, 8, 5, ''),
(18096, 1820, 10, 5, ''),
(18097, 1820, 12, 15, ''),
(18098, 1820, 14, 15, ''),
(18099, 1820, 15, 15, ''),
(18100, 1820, 17, 5, ''),
(18101, 1821, 1, 5, ''),
(18102, 1821, 2, 5, ''),
(18103, 1821, 5, 15, ''),
(18104, 1821, 7, 15, ''),
(18105, 1821, 8, 5, ''),
(18106, 1821, 10, 5, ''),
(18107, 1821, 12, 15, ''),
(18108, 1821, 14, 15, ''),
(18109, 1821, 15, 15, ''),
(18110, 1821, 17, 5, ''),
(18111, 1822, 1, 0, 'No Assurance was given to the customer '),
(18112, 1822, 2, 5, ''),
(18113, 1822, 5, 15, ''),
(18114, 1822, 7, 15, ''),
(18115, 1822, 8, 5, ''),
(18116, 1822, 10, 5, ''),
(18117, 1822, 12, 15, ''),
(18118, 1822, 14, 15, ''),
(18119, 1822, 15, 15, ''),
(18120, 1822, 17, 5, ''),
(18121, 1823, 1, 5, ''),
(18122, 1823, 2, 5, ''),
(18123, 1823, 5, 15, ''),
(18124, 1823, 7, 15, ''),
(18125, 1823, 8, 5, ''),
(18126, 1823, 10, 5, ''),
(18127, 1823, 12, 15, ''),
(18128, 1823, 14, 15, ''),
(18129, 1823, 15, 15, ''),
(18130, 1823, 17, 5, ''),
(18131, 1824, 1, 5, ''),
(18132, 1824, 2, 5, ''),
(18133, 1824, 5, 15, ''),
(18134, 1824, 7, 15, ''),
(18135, 1824, 8, 5, ''),
(18136, 1824, 10, 5, ''),
(18137, 1824, 12, 15, ''),
(18138, 1824, 14, 15, ''),
(18139, 1824, 15, 15, ''),
(18140, 1824, 17, 5, ''),
(18141, 1825, 1, 5, ''),
(18142, 1825, 2, 5, ''),
(18143, 1825, 5, 15, ''),
(18144, 1825, 7, 15, ''),
(18145, 1825, 8, 5, ''),
(18146, 1825, 10, 5, ''),
(18147, 1825, 12, 15, ''),
(18148, 1825, 14, 15, ''),
(18149, 1825, 15, 15, ''),
(18150, 1825, 17, 5, ''),
(18151, 1826, 1, 5, ''),
(18152, 1826, 2, 5, ''),
(18153, 1826, 5, 15, ''),
(18154, 1826, 7, 15, ''),
(18155, 1826, 8, 5, ''),
(18156, 1826, 10, 5, ''),
(18157, 1826, 12, 15, ''),
(18158, 1826, 14, 15, ''),
(18159, 1826, 15, 15, ''),
(18160, 1826, 17, 5, ''),
(18161, 1827, 1, 5, ''),
(18162, 1827, 2, 5, ''),
(18163, 1827, 5, 15, ''),
(18164, 1827, 7, 15, ''),
(18165, 1827, 8, 0, 'Refer & earn not informed. '),
(18166, 1827, 10, 5, ''),
(18167, 1827, 12, 15, ''),
(18168, 1827, 14, 15, ''),
(18169, 1827, 15, 15, ''),
(18170, 1827, 17, 5, ''),
(18171, 1828, 1, 0, 'No Assurance was given to the customer. '),
(18172, 1828, 2, 5, ''),
(18173, 1828, 5, 15, ''),
(18174, 1828, 7, 15, ''),
(18175, 1828, 8, 0, 'Refer & earn not informed. '),
(18176, 1828, 10, 5, ''),
(18177, 1828, 12, 15, ''),
(18178, 1828, 14, 15, ''),
(18179, 1828, 15, 15, ''),
(18180, 1828, 17, 5, ''),
(18181, 1829, 1, 5, ''),
(18182, 1829, 2, 5, ''),
(18183, 1829, 5, 15, ''),
(18184, 1829, 7, 15, ''),
(18185, 1829, 8, 5, ''),
(18186, 1829, 10, 5, ''),
(18187, 1829, 12, 0, 'Agent failed to end the call as per the script'),
(18188, 1829, 14, 15, ''),
(18189, 1829, 15, 15, ''),
(18190, 1829, 17, 5, ''),
(18191, 1830, 1, 5, ''),
(18192, 1830, 2, 5, ''),
(18193, 1830, 5, 15, ''),
(18194, 1830, 7, 0, 'An incorrect Resolution was given to the customer. The agent should have asked for a payment screenshot and should follow the process to unblock the student account. '),
(18195, 1830, 8, 5, ''),
(18196, 1830, 10, 5, ''),
(18197, 1830, 12, 15, ''),
(18198, 1830, 14, 0, 'Improper notes update: Actual resolution is not mentioned in the notes. Agent asked to send the payment screenshot but not mentioned on the notes. '),
(18199, 1830, 15, 15, ''),
(18200, 1830, 17, 5, ''),
(18201, 1831, 1, 5, ''),
(18202, 1831, 2, 5, ''),
(18203, 1831, 5, 15, ''),
(18204, 1831, 7, 15, ''),
(18205, 1831, 8, 5, ''),
(18206, 1831, 10, 5, ''),
(18207, 1831, 12, 15, ''),
(18208, 1831, 14, 15, ''),
(18209, 1831, 15, 15, ''),
(18210, 1831, 17, 5, ''),
(18211, 1832, 1, 5, ''),
(18212, 1832, 2, 5, ''),
(18213, 1832, 5, 15, ''),
(18214, 1832, 7, 15, ''),
(18215, 1832, 8, 5, ''),
(18216, 1832, 10, 5, ''),
(18217, 1832, 12, 15, ''),
(18218, 1832, 14, 15, ''),
(18219, 1832, 15, 15, ''),
(18220, 1832, 17, 5, ''),
(18221, 1833, 1, 5, ''),
(18222, 1833, 2, 5, ''),
(18223, 1833, 5, 15, ''),
(18224, 1833, 7, 15, ''),
(18225, 1833, 8, 5, ''),
(18226, 1833, 10, 5, ''),
(18227, 1833, 12, 15, ''),
(18228, 1833, 14, 15, ''),
(18229, 1833, 15, 15, ''),
(18230, 1833, 17, 5, ''),
(18231, 1834, 1, 0, 'No assurance was given to the customer. '),
(18232, 1834, 2, 5, ''),
(18233, 1834, 5, 15, ''),
(18234, 1834, 7, 15, ''),
(18235, 1834, 8, 5, ''),
(18236, 1834, 10, 0, 'Hold protocol not followed'),
(18237, 1834, 12, 15, ''),
(18238, 1834, 14, 15, ''),
(18239, 1834, 15, 15, ''),
(18240, 1834, 17, 5, ''),
(18241, 1835, 1, 5, ''),
(18242, 1835, 2, 5, ''),
(18243, 1835, 5, 15, ''),
(18244, 1835, 7, 15, ''),
(18245, 1835, 8, 5, ''),
(18246, 1835, 10, 5, ''),
(18247, 1835, 12, 15, ''),
(18248, 1835, 14, 15, ''),
(18249, 1835, 15, 15, ''),
(18250, 1835, 17, 5, ''),
(18251, 1836, 1, 5, ''),
(18252, 1836, 2, 5, ''),
(18253, 1836, 5, 15, ''),
(18254, 1836, 7, 15, ''),
(18255, 1836, 8, 5, ''),
(18256, 1836, 10, 5, ''),
(18257, 1836, 12, 15, ''),
(18258, 1836, 14, 15, ''),
(18259, 1836, 15, 15, ''),
(18260, 1836, 17, 5, ''),
(18261, 1837, 1, 5, ''),
(18262, 1837, 2, 5, ''),
(18263, 1837, 5, 15, ''),
(18264, 1837, 7, 15, ''),
(18265, 1837, 8, 5, ''),
(18266, 1837, 10, 5, ''),
(18267, 1837, 12, 15, ''),
(18268, 1837, 14, 15, ''),
(18269, 1837, 15, 15, ''),
(18270, 1837, 17, 5, ''),
(18271, 1838, 1, 5, ''),
(18272, 1838, 2, 5, ''),
(18273, 1838, 5, 15, ''),
(18274, 1838, 7, 15, ''),
(18275, 1838, 8, 5, ''),
(18276, 1838, 10, 5, ''),
(18277, 1838, 12, 15, ''),
(18278, 1838, 14, 15, ''),
(18279, 1838, 15, 15, ''),
(18280, 1838, 17, 5, ''),
(18281, 1839, 1, 5, ''),
(18282, 1839, 2, 5, ''),
(18283, 1839, 5, 15, ''),
(18284, 1839, 7, 15, ''),
(18285, 1839, 8, 5, ''),
(18286, 1839, 10, 5, ''),
(18287, 1839, 12, 15, ''),
(18288, 1839, 14, 15, ''),
(18289, 1839, 15, 15, ''),
(18290, 1839, 17, 5, ''),
(18291, 1840, 1, 0, 'No Assurance was given to the customer'),
(18292, 1840, 2, 5, ''),
(18293, 1840, 5, 15, ''),
(18294, 1840, 7, 15, ''),
(18295, 1840, 8, 5, ''),
(18296, 1840, 10, 0, 'Hold protocol not followed'),
(18297, 1840, 12, 15, ''),
(18298, 1840, 14, 15, ''),
(18299, 1840, 15, 15, ''),
(18300, 1840, 17, 5, ''),
(18301, 1841, 1, 5, ''),
(18302, 1841, 2, 5, ''),
(18303, 1841, 5, 15, ''),
(18304, 1841, 7, 15, ''),
(18305, 1841, 8, 5, ''),
(18306, 1841, 10, 5, ''),
(18307, 1841, 12, 15, ''),
(18308, 1841, 14, 15, ''),
(18309, 1841, 15, 0, 'The ticket ID was not shared by the Agent '),
(18310, 1841, 17, 5, ''),
(18311, 1842, 1, 5, ''),
(18312, 1842, 2, 5, ''),
(18313, 1842, 5, 15, ''),
(18314, 1842, 7, 15, ''),
(18315, 1842, 8, 5, ''),
(18316, 1842, 10, 5, ''),
(18317, 1842, 12, 15, ''),
(18318, 1842, 14, 0, 'The student has a subscription on 9933809785. The agent found out and asked to change the login but failed to mention this on the notes. '),
(18319, 1842, 15, 15, ''),
(18320, 1842, 17, 5, ''),
(18321, 1843, 1, 5, ''),
(18322, 1843, 2, 5, ''),
(18323, 1843, 5, 15, ''),
(18324, 1843, 7, 15, ''),
(18325, 1843, 8, 5, ''),
(18326, 1843, 10, 5, ''),
(18327, 1843, 12, 15, ''),
(18328, 1843, 14, 15, ''),
(18329, 1843, 15, 15, ''),
(18330, 1843, 17, 5, ''),
(18331, 1844, 1, 5, ''),
(18332, 1844, 2, 5, ''),
(18333, 1844, 5, 15, ''),
(18334, 1844, 7, 15, ''),
(18335, 1844, 8, 5, ''),
(18336, 1844, 10, 5, ''),
(18337, 1844, 12, 15, ''),
(18338, 1844, 14, 15, ''),
(18339, 1844, 15, 15, ''),
(18340, 1844, 17, 5, ''),
(18341, 1845, 1, 0, 'No assurance was given to the customer'),
(18342, 1845, 2, 5, ''),
(18343, 1845, 5, 15, ''),
(18344, 1845, 7, 15, ''),
(18345, 1845, 8, 5, ''),
(18346, 1845, 10, 5, ''),
(18347, 1845, 12, 15, ''),
(18348, 1845, 14, 15, ''),
(18349, 1845, 15, 15, ''),
(18350, 1845, 17, 5, ''),
(18351, 1846, 1, 0, 'No Assurance was given to the customer'),
(18352, 1846, 2, 5, ''),
(18353, 1846, 5, 15, ''),
(18354, 1846, 7, 15, ''),
(18355, 1846, 8, 5, ''),
(18356, 1846, 10, 5, ''),
(18357, 1846, 12, 0, 'Closing was not done properly. The call ended by saying \"Thank you\" customer did not understand and the customer was left hanging on the call for a few more seconds before ending the call from his end. '),
(18358, 1846, 14, 15, ''),
(18359, 1846, 15, 15, ''),
(18360, 1846, 17, 5, ''),
(18361, 1847, 1, 5, ''),
(18362, 1847, 2, 5, ''),
(18363, 1847, 5, 15, ''),
(18364, 1847, 7, 15, ''),
(18365, 1847, 8, 5, ''),
(18366, 1847, 10, 5, ''),
(18367, 1847, 12, 15, ''),
(18368, 1847, 14, 0, 'Agent failed to update that she called the DB to inform that the order has been confirmed. Payment details & Order details are not found in the ticket. '),
(18369, 1847, 15, 15, ''),
(18370, 1847, 17, 5, ''),
(18371, 1848, 1, 5, ''),
(18372, 1848, 2, 5, ''),
(18373, 1848, 5, 15, ''),
(18374, 1848, 7, 15, ''),
(18375, 1848, 8, 0, 'Refer & Earn not informed'),
(18376, 1848, 10, 5, ''),
(18377, 1848, 12, 15, ''),
(18378, 1848, 14, 15, ''),
(18379, 1848, 15, 15, ''),
(18380, 1848, 17, 5, ''),
(18381, 1849, 1, 5, ''),
(18382, 1849, 2, 5, ''),
(18383, 1849, 5, 15, ''),
(18384, 1849, 7, 15, ''),
(18385, 1849, 8, 5, ''),
(18386, 1849, 10, 5, ''),
(18387, 1849, 12, 15, ''),
(18388, 1849, 14, 15, ''),
(18389, 1849, 15, 15, ''),
(18390, 1849, 17, 5, ''),
(18391, 1850, 1, 5, ''),
(18392, 1850, 2, 5, ''),
(18393, 1850, 5, 15, ''),
(18394, 1850, 7, 15, ''),
(18395, 1850, 8, 5, ''),
(18396, 1850, 10, 5, ''),
(18397, 1850, 12, 15, ''),
(18398, 1850, 14, 15, ''),
(18399, 1850, 15, 15, ''),
(18400, 1850, 17, 5, ''),
(18401, 1851, 1, 5, ''),
(18402, 1851, 2, 5, ''),
(18403, 1851, 5, 15, ''),
(18404, 1851, 7, 15, ''),
(18405, 1851, 8, 5, ''),
(18406, 1851, 10, 5, ''),
(18407, 1851, 12, 15, ''),
(18408, 1851, 14, 15, ''),
(18409, 1851, 15, 15, ''),
(18410, 1851, 17, 5, ''),
(18411, 1852, 1, 5, ''),
(18412, 1852, 2, 5, ''),
(18413, 1852, 5, 15, ''),
(18414, 1852, 7, 15, ''),
(18415, 1852, 8, 5, ''),
(18416, 1852, 10, 5, ''),
(18417, 1852, 12, 15, ''),
(18418, 1852, 14, 15, ''),
(18419, 1852, 15, 15, ''),
(18420, 1852, 17, 5, ''),
(18421, 1854, 1, 5, ''),
(18422, 1854, 2, 5, ''),
(18423, 1854, 5, 15, ''),
(18424, 1854, 7, 15, ''),
(18425, 1854, 8, 0, 'Refer & Earn not informed '),
(18426, 1854, 10, 5, ''),
(18427, 1854, 12, 15, ''),
(18428, 1854, 14, 15, ''),
(18429, 1854, 15, 15, ''),
(18430, 1854, 17, 5, ''),
(18431, 1855, 1, 0, 'No Assurance was given to the customer. '),
(18432, 1855, 2, 5, ''),
(18433, 1855, 5, 15, ''),
(18434, 1855, 7, 15, ''),
(18435, 1855, 8, 5, ''),
(18436, 1855, 10, 5, ''),
(18437, 1855, 12, 15, ''),
(18438, 1855, 14, 15, ''),
(18439, 1855, 15, 15, ''),
(18440, 1855, 17, 5, ''),
(18441, 1856, 1, 5, ''),
(18442, 1856, 2, 5, ''),
(18443, 1856, 5, 15, ''),
(18444, 1856, 7, 15, ''),
(18445, 1856, 8, 5, ''),
(18446, 1856, 10, 5, ''),
(18447, 1856, 12, 15, ''),
(18448, 1856, 14, 0, 'The customer disconnected the call when the agent followed up with him to know about the payment details and the customer again disconnected the call. The agent failed to mention the same on the notes. The ticket should have been closed with clear customer confirmation about the payment. '),
(18449, 1856, 15, 15, ''),
(18450, 1856, 17, 5, ''),
(18451, 1857, 1, 5, ''),
(18452, 1857, 2, 5, ''),
(18453, 1857, 5, 15, ''),
(18454, 1857, 7, 0, 'Incorrect resolution given. The agent failed to check the active subscriptions on the account. '),
(18455, 1857, 8, 5, ''),
(18456, 1857, 10, 5, ''),
(18457, 1857, 12, 15, ''),
(18458, 1857, 14, 15, ''),
(18459, 1857, 15, 15, ''),
(18460, 1857, 17, 5, ''),
(18461, 1858, 1, 5, ''),
(18462, 1858, 2, 5, ''),
(18463, 1858, 5, 15, ''),
(18464, 1858, 7, 15, ''),
(18465, 1858, 8, 5, ''),
(18466, 1858, 10, 5, ''),
(18467, 1858, 12, 15, ''),
(18468, 1858, 14, 0, 'Ticket was not rasied within 2 hours. '),
(18469, 1858, 15, 15, ''),
(18470, 1858, 17, 5, ''),
(18471, 1859, 1, 0, 'No assurance give to the customer'),
(18472, 1859, 2, 5, ''),
(18473, 1859, 5, 15, ''),
(18474, 1859, 7, 15, ''),
(18475, 1859, 8, 5, ''),
(18476, 1859, 10, 5, ''),
(18477, 1859, 12, 15, ''),
(18478, 1859, 14, 15, ''),
(18479, 1859, 15, 0, 'Survey not pitched. '),
(18480, 1859, 17, 5, ''),
(18481, 1860, 1, 0, 'No Assurance was given to the customer.'),
(18482, 1860, 2, 5, ''),
(18483, 1860, 5, 15, ''),
(18484, 1860, 7, 15, ''),
(18485, 1860, 8, 5, ''),
(18486, 1860, 10, 0, 'Hold Protocol not followed. '),
(18487, 1860, 12, 15, ''),
(18488, 1860, 14, 15, ''),
(18489, 1860, 15, 15, ''),
(18490, 1860, 17, 5, ''),
(18491, 1861, 1, 0, 'No assurance was given to the customer. '),
(18492, 1861, 2, 5, ''),
(18493, 1861, 5, 15, ''),
(18494, 1861, 7, 15, ''),
(18495, 1861, 8, 5, ''),
(18496, 1861, 10, 5, ''),
(18497, 1861, 12, 15, ''),
(18498, 1861, 14, 15, ''),
(18499, 1861, 15, 15, ''),
(18500, 1861, 17, 5, ''),
(18501, 1862, 1, 5, ''),
(18502, 1862, 2, 5, ''),
(18503, 1862, 5, 15, ''),
(18504, 1862, 7, 15, ''),
(18505, 1862, 8, 5, ''),
(18506, 1862, 10, 5, ''),
(18507, 1862, 12, 15, ''),
(18508, 1862, 14, 15, ''),
(18509, 1862, 15, 15, ''),
(18510, 1862, 17, 5, ''),
(18511, 1863, 1, 0, 'No Assurance given to the customer '),
(18512, 1863, 2, 5, ''),
(18513, 1863, 5, 15, ''),
(18514, 1863, 7, 15, ''),
(18515, 1863, 8, 5, ''),
(18516, 1863, 10, 5, ''),
(18517, 1863, 12, 15, ''),
(18518, 1863, 14, 15, ''),
(18519, 1863, 15, 15, ''),
(18520, 1863, 17, 5, ''),
(18521, 1864, 1, 5, ''),
(18522, 1864, 2, 5, ''),
(18523, 1864, 5, 15, ''),
(18524, 1864, 7, 15, ''),
(18525, 1864, 8, 5, ''),
(18526, 1864, 10, 5, ''),
(18527, 1864, 12, 15, ''),
(18528, 1864, 14, 15, ''),
(18529, 1864, 15, 15, ''),
(18530, 1864, 17, 5, ''),
(18531, 1865, 1, 5, ''),
(18532, 1865, 2, 5, ''),
(18533, 1865, 5, 15, ''),
(18534, 1865, 7, 15, ''),
(18535, 1865, 8, 5, ''),
(18536, 1865, 10, 5, ''),
(18537, 1865, 12, 15, ''),
(18538, 1865, 14, 0, 'Improper Notes Update. Unable to determine what exactly the agent meant in the notes update. '),
(18539, 1865, 15, 15, ''),
(18540, 1865, 17, 5, ''),
(18541, 1866, 1, 5, ''),
(18542, 1866, 2, 5, ''),
(18543, 1866, 5, 15, ''),
(18544, 1866, 7, 15, ''),
(18545, 1866, 8, 5, ''),
(18546, 1866, 10, 0, 'Hold protocol not followed. Deadair: 03:09 - 05:40'),
(18547, 1866, 12, 15, ''),
(18548, 1866, 14, 15, ''),
(18549, 1866, 15, 15, ''),
(18550, 1866, 17, 5, ''),
(18551, 1867, 1, 5, ''),
(18552, 1867, 2, 5, ''),
(18553, 1867, 5, 15, ''),
(18554, 1867, 7, 15, ''),
(18555, 1867, 8, 5, ''),
(18556, 1867, 10, 5, ''),
(18557, 1867, 12, 15, ''),
(18558, 1867, 14, 15, ''),
(18559, 1867, 15, 15, ''),
(18560, 1867, 17, 5, ''),
(18561, 1868, 1, 5, ''),
(18562, 1868, 2, 5, ''),
(18563, 1868, 5, 15, ''),
(18564, 1868, 7, 15, ''),
(18565, 1868, 8, 5, ''),
(18566, 1868, 10, 5, ''),
(18567, 1868, 12, 15, ''),
(18568, 1868, 14, 15, ''),
(18569, 1868, 15, 15, ''),
(18570, 1868, 17, 5, ''),
(18571, 1869, 1, 5, ''),
(18572, 1869, 2, 5, ''),
(18573, 1869, 5, 15, ''),
(18574, 1869, 7, 15, ''),
(18575, 1869, 8, 5, ''),
(18576, 1869, 10, 5, ''),
(18577, 1869, 12, 15, ''),
(18578, 1869, 14, 15, ''),
(18579, 1869, 15, 15, ''),
(18580, 1869, 17, 5, ''),
(18581, 1871, 1, 5, ''),
(18582, 1871, 2, 5, ''),
(18583, 1871, 5, 15, ''),
(18584, 1871, 7, 15, ''),
(18585, 1871, 8, 5, ''),
(18586, 1871, 10, 5, ''),
(18587, 1871, 12, 15, ''),
(18588, 1871, 14, 15, ''),
(18589, 1871, 15, 15, ''),
(18590, 1871, 17, 5, ''),
(18591, 1872, 1, 5, ''),
(18592, 1872, 2, 5, ''),
(18593, 1872, 5, 15, ''),
(18594, 1872, 7, 15, ''),
(18595, 1872, 8, 5, ''),
(18596, 1872, 10, 5, ''),
(18597, 1872, 12, 15, ''),
(18598, 1872, 14, 15, ''),
(18599, 1872, 15, 15, ''),
(18600, 1872, 17, 5, ''),
(18601, 1873, 1, 5, ''),
(18602, 1873, 2, 5, ''),
(18603, 1873, 5, 0, 'Ample amount of oppertunity found to ask the customer if the customer needed additional help or not but the agent was typing the notes & was streching the call. The customer informed that he is in a hurry still the agent did not ask the customer. Lastly the customer disconnected the call. '),
(18604, 1873, 7, 15, ''),
(18605, 1873, 8, 5, ''),
(18606, 1873, 10, 5, ''),
(18607, 1873, 12, 15, ''),
(18608, 1873, 14, 15, ''),
(18609, 1873, 15, 15, ''),
(18610, 1873, 17, 5, ''),
(18611, 1874, 1, 5, ''),
(18612, 1874, 2, 5, ''),
(18613, 1874, 5, 15, ''),
(18614, 1874, 7, 15, ''),
(18615, 1874, 8, 5, ''),
(18616, 1874, 10, 5, ''),
(18617, 1874, 12, 15, ''),
(18618, 1874, 14, 15, ''),
(18619, 1874, 15, 15, ''),
(18620, 1874, 17, 5, ''),
(18621, 1875, 1, 5, ''),
(18622, 1875, 2, 5, ''),
(18623, 1875, 5, 0, 'Agent failed to ask for additional help required or not. '),
(18624, 1875, 7, 15, ''),
(18625, 1875, 8, 5, ''),
(18626, 1875, 10, 5, ''),
(18627, 1875, 12, 15, ''),
(18628, 1875, 14, 15, ''),
(18629, 1875, 15, 15, ''),
(18630, 1875, 17, 5, ''),
(18631, 1876, 1, 5, ''),
(18632, 1876, 2, 5, ''),
(18633, 1876, 5, 0, 'Agent failed to ask for additional help required or not'),
(18634, 1876, 7, 15, ''),
(18635, 1876, 8, 5, ''),
(18636, 1876, 10, 5, ''),
(18637, 1876, 12, 15, ''),
(18638, 1876, 14, 15, ''),
(18639, 1876, 15, 15, ''),
(18640, 1876, 17, 5, ''),
(18641, 1877, 1, 5, ''),
(18642, 1877, 2, 5, ''),
(18643, 1877, 5, 15, ''),
(18644, 1877, 7, 15, ''),
(18645, 1877, 8, 5, ''),
(18646, 1877, 10, 5, ''),
(18647, 1877, 12, 15, ''),
(18648, 1877, 14, 15, ''),
(18649, 1877, 15, 15, ''),
(18650, 1877, 17, 5, ''),
(18651, 1878, 1, 5, ''),
(18652, 1878, 2, 5, ''),
(18653, 1878, 5, 15, ''),
(18654, 1878, 7, 15, ''),
(18655, 1878, 8, 5, ''),
(18656, 1878, 10, 5, ''),
(18657, 1878, 12, 15, ''),
(18658, 1878, 14, 0, 'Calling Number not mentioned in the notes. Call came from 9932484183'),
(18659, 1878, 15, 15, ''),
(18660, 1878, 17, 5, ''),
(18661, 1879, 1, 0, 'No Assurance given to the customer.'),
(18662, 1879, 2, 5, ''),
(18663, 1879, 5, 15, ''),
(18664, 1879, 7, 15, ''),
(18665, 1879, 8, 5, ''),
(18666, 1879, 10, 5, ''),
(18667, 1879, 12, 15, ''),
(18668, 1879, 14, 0, 'Incorrect ticket update. Agent mentioned that student\'s elder sister called but acctually the caller was elder brother. '),
(18669, 1879, 15, 15, ''),
(18670, 1879, 17, 5, ''),
(18671, 1880, 1, 5, ''),
(18672, 1880, 2, 5, ''),
(18673, 1880, 5, 15, ''),
(18674, 1880, 7, 15, ''),
(18675, 1880, 8, 5, ''),
(18676, 1880, 10, 5, ''),
(18677, 1880, 12, 15, ''),
(18678, 1880, 14, 15, ''),
(18679, 1880, 15, 15, ''),
(18680, 1880, 17, 5, ''),
(18681, 1881, 1, 5, ''),
(18682, 1881, 2, 5, ''),
(18683, 1881, 5, 15, ''),
(18684, 1881, 7, 15, ''),
(18685, 1881, 8, 5, ''),
(18686, 1881, 10, 5, ''),
(18687, 1881, 12, 15, ''),
(18688, 1881, 14, 0, 'Incorrect calling number mentioned on the notes. Call came from: 9064466359'),
(18689, 1881, 15, 15, ''),
(18690, 1881, 17, 5, ''),
(18691, 1882, 1, 5, ''),
(18692, 1882, 2, 5, ''),
(18693, 1882, 5, 15, ''),
(18694, 1882, 7, 15, ''),
(18695, 1882, 8, 5, ''),
(18696, 1882, 10, 5, ''),
(18697, 1882, 12, 15, ''),
(18698, 1882, 14, 15, ''),
(18699, 1882, 15, 15, ''),
(18700, 1882, 17, 5, ''),
(18701, 1883, 1, 5, ''),
(18702, 1883, 2, 5, ''),
(18703, 1883, 5, 15, ''),
(18704, 1883, 7, 15, ''),
(18705, 1883, 8, 5, ''),
(18706, 1883, 10, 5, ''),
(18707, 1883, 12, 15, ''),
(18708, 1883, 14, 15, ''),
(18709, 1883, 15, 15, ''),
(18710, 1883, 17, 5, ''),
(18711, 1884, 1, 5, ''),
(18712, 1884, 2, 5, ''),
(18713, 1884, 5, 15, ''),
(18714, 1884, 7, 15, ''),
(18715, 1884, 8, 5, ''),
(18716, 1884, 10, 5, ''),
(18717, 1884, 12, 15, ''),
(18718, 1884, 14, 15, ''),
(18719, 1884, 15, 15, ''),
(18720, 1884, 17, 5, ''),
(18721, 1885, 1, 5, ''),
(18722, 1885, 2, 5, ''),
(18723, 1885, 5, 15, ''),
(18724, 1885, 7, 15, ''),
(18725, 1885, 8, 5, ''),
(18726, 1885, 10, 5, ''),
(18727, 1885, 12, 15, ''),
(18728, 1885, 14, 15, ''),
(18729, 1885, 15, 15, ''),
(18730, 1885, 17, 5, ''),
(18731, 1886, 1, 5, ''),
(18732, 1886, 2, 5, ''),
(18733, 1886, 5, 15, ''),
(18734, 1886, 7, 15, ''),
(18735, 1886, 8, 5, ''),
(18736, 1886, 10, 5, ''),
(18737, 1886, 12, 15, ''),
(18738, 1886, 14, 15, ''),
(18739, 1886, 15, 15, ''),
(18740, 1886, 17, 5, ''),
(18741, 1887, 1, 5, ''),
(18742, 1887, 2, 0, 'The customer was asked to answer the same question again & again'),
(18743, 1887, 5, 15, ''),
(18744, 1887, 7, 0, 'Incorrect resolution provided to the customer. '),
(18745, 1887, 8, 5, ''),
(18746, 1887, 10, 5, ''),
(18747, 1887, 12, 15, ''),
(18748, 1887, 14, 15, ''),
(18749, 1887, 15, 15, ''),
(18750, 1887, 17, 5, ''),
(18751, 1888, 1, 5, ''),
(18752, 1888, 2, 5, ''),
(18753, 1888, 5, 15, ''),
(18754, 1888, 7, 15, ''),
(18755, 1888, 8, 5, ''),
(18756, 1888, 10, 5, ''),
(18757, 1888, 12, 0, 'Call opening was not as per script. '),
(18758, 1888, 14, 15, ''),
(18759, 1888, 15, 15, ''),
(18760, 1888, 17, 5, ''),
(18761, 1890, 1, 0, 'No Assurance was given to the customer'),
(18762, 1890, 2, 5, ''),
(18763, 1890, 5, 0, 'Agent forgot to ask the customer if anything else was required or not'),
(18764, 1890, 7, 15, ''),
(18765, 1890, 8, 5, ''),
(18766, 1890, 10, 5, ''),
(18767, 1890, 12, 15, ''),
(18768, 1890, 14, 15, ''),
(18769, 1890, 15, 15, ''),
(18770, 1890, 17, 5, ''),
(18771, 1891, 1, 0, 'No Assurance was given to the customer'),
(18772, 1891, 2, 5, ''),
(18773, 1891, 5, 15, ''),
(18774, 1891, 7, 15, ''),
(18775, 1891, 8, 5, ''),
(18776, 1891, 10, 5, ''),
(18777, 1891, 12, 15, ''),
(18778, 1891, 14, 0, 'The agent failed to capture the calling number. Call came from 8158060203. '),
(18779, 1891, 15, 15, ''),
(18780, 1891, 17, 5, ''),
(18781, 1892, 1, 5, ''),
(18782, 1892, 2, 5, ''),
(18783, 1892, 5, 15, ''),
(18784, 1892, 7, 15, ''),
(18785, 1892, 8, 5, ''),
(18786, 1892, 10, 5, ''),
(18787, 1892, 12, 15, ''),
(18788, 1892, 14, 15, ''),
(18789, 1892, 15, 15, ''),
(18790, 1892, 17, 5, ''),
(18791, 1893, 1, 5, ''),
(18792, 1893, 2, 5, ''),
(18793, 1893, 5, 15, ''),
(18794, 1893, 7, 15, ''),
(18795, 1893, 8, 5, ''),
(18796, 1893, 10, 5, ''),
(18797, 1893, 12, 15, ''),
(18798, 1893, 14, 15, ''),
(18799, 1893, 15, 15, ''),
(18800, 1893, 17, 5, ''),
(18801, 1894, 1, 5, ''),
(18802, 1894, 2, 5, ''),
(18803, 1894, 5, 0, 'Agent failed to ask the customer about additional help is required or not. '),
(18804, 1894, 7, 15, ''),
(18805, 1894, 8, 5, ''),
(18806, 1894, 10, 5, ''),
(18807, 1894, 12, 15, ''),
(18808, 1894, 14, 15, ''),
(18809, 1894, 15, 15, ''),
(18810, 1894, 17, 5, ''),
(18811, 1895, 1, 5, ''),
(18812, 1895, 2, 5, ''),
(18813, 1895, 5, 15, ''),
(18814, 1895, 7, 15, ''),
(18815, 1895, 8, 5, ''),
(18816, 1895, 10, 5, ''),
(18817, 1895, 12, 15, ''),
(18818, 1895, 14, 15, ''),
(18819, 1895, 15, 15, ''),
(18820, 1895, 17, 5, ''),
(18821, 1896, 1, 0, 'No Assurance given to the customer '),
(18822, 1896, 2, 5, ''),
(18823, 1896, 5, 15, ''),
(18824, 1896, 7, 15, ''),
(18825, 1896, 8, 5, ''),
(18826, 1896, 10, 5, ''),
(18827, 1896, 12, 15, ''),
(18828, 1896, 14, 0, 'Improper notes update. No details found on Description. '),
(18829, 1896, 15, 15, ''),
(18830, 1896, 17, 5, ''),
(18831, 1897, 1, 5, ''),
(18832, 1897, 2, 5, ''),
(18833, 1897, 5, 15, ''),
(18834, 1897, 7, 15, ''),
(18835, 1897, 8, 5, ''),
(18836, 1897, 10, 5, ''),
(18837, 1897, 12, 15, ''),
(18838, 1897, 14, 15, ''),
(18839, 1897, 15, 15, ''),
(18840, 1897, 17, 5, ''),
(18841, 1898, 1, 5, ''),
(18842, 1898, 2, 5, ''),
(18843, 1898, 5, 15, ''),
(18844, 1898, 7, 15, ''),
(18845, 1898, 8, 0, 'Refer & Earn not shared'),
(18846, 1898, 10, 5, ''),
(18847, 1898, 12, 15, ''),
(18848, 1898, 14, 15, ''),
(18849, 1898, 15, 15, ''),
(18850, 1898, 17, 5, ''),
(18851, 1899, 1, 5, ''),
(18852, 1899, 2, 5, ''),
(18853, 1899, 5, 15, ''),
(18854, 1899, 7, 15, ''),
(18855, 1899, 8, 5, ''),
(18856, 1899, 10, 5, ''),
(18857, 1899, 12, 15, ''),
(18858, 1899, 14, 15, ''),
(18859, 1899, 15, 15, ''),
(18860, 1899, 17, 5, ''),
(18861, 1900, 1, 0, 'No Assurance given to the customer.'),
(18862, 1900, 2, 5, ''),
(18863, 1900, 5, 15, ''),
(18864, 1900, 7, 15, ''),
(18865, 1900, 8, 5, ''),
(18866, 1900, 10, 5, ''),
(18867, 1900, 12, 15, ''),
(18868, 1900, 14, 15, ''),
(18869, 1900, 15, 15, ''),
(18870, 1900, 17, 5, ''),
(18871, 1901, 1, 5, ''),
(18872, 1901, 2, 5, ''),
(18873, 1901, 5, 15, ''),
(18874, 1901, 7, 15, ''),
(18875, 1901, 8, 5, ''),
(18876, 1901, 10, 5, ''),
(18877, 1901, 12, 15, ''),
(18878, 1901, 14, 15, ''),
(18879, 1901, 15, 15, ''),
(18880, 1901, 17, 5, ''),
(18881, 1902, 1, 5, ''),
(18882, 1902, 2, 5, ''),
(18883, 1902, 5, 15, ''),
(18884, 1902, 7, 15, ''),
(18885, 1902, 8, 5, ''),
(18886, 1902, 10, 5, ''),
(18887, 1902, 12, 15, ''),
(18888, 1902, 14, 15, ''),
(18889, 1902, 15, 15, ''),
(18890, 1902, 17, 5, ''),
(18891, 1903, 1, 5, ''),
(18892, 1903, 2, 5, ''),
(18893, 1903, 5, 15, ''),
(18894, 1903, 7, 15, ''),
(18895, 1903, 8, 5, ''),
(18896, 1903, 10, 5, ''),
(18897, 1903, 12, 15, ''),
(18898, 1903, 14, 15, ''),
(18899, 1903, 15, 15, ''),
(18900, 1903, 17, 5, ''),
(18901, 1904, 1, 5, ''),
(18902, 1904, 2, 5, ''),
(18903, 1904, 5, 15, ''),
(18904, 1904, 7, 15, ''),
(18905, 1904, 8, 5, ''),
(18906, 1904, 10, 5, ''),
(18907, 1904, 12, 15, ''),
(18908, 1904, 14, 15, ''),
(18909, 1904, 15, 15, ''),
(18910, 1904, 17, 5, ''),
(18911, 1905, 1, 0, 'No Assurance was given to the customer.'),
(18912, 1905, 2, 5, ''),
(18913, 1905, 5, 15, ''),
(18914, 1905, 7, 15, ''),
(18915, 1905, 8, 5, ''),
(18916, 1905, 10, 5, ''),
(18917, 1905, 12, 15, ''),
(18918, 1905, 14, 15, ''),
(18919, 1905, 15, 15, ''),
(18920, 1905, 17, 5, ''),
(18921, 1906, 1, 5, ''),
(18922, 1906, 2, 5, ''),
(18923, 1906, 5, 15, ''),
(18924, 1906, 7, 15, ''),
(18925, 1906, 8, 5, ''),
(18926, 1906, 10, 5, ''),
(18927, 1906, 12, 15, ''),
(18928, 1906, 14, 15, ''),
(18929, 1906, 15, 15, ''),
(18930, 1906, 17, 5, ''),
(18931, 1907, 1, 5, ''),
(18932, 1907, 2, 5, ''),
(18933, 1907, 5, 15, ''),
(18934, 1907, 7, 15, ''),
(18935, 1907, 8, 5, ''),
(18936, 1907, 10, 5, ''),
(18937, 1907, 12, 15, ''),
(18938, 1907, 14, 15, ''),
(18939, 1907, 15, 15, ''),
(18940, 1907, 17, 5, ''),
(18941, 1908, 1, 5, ''),
(18942, 1908, 2, 5, ''),
(18943, 1908, 5, 15, ''),
(18944, 1908, 7, 15, ''),
(18945, 1908, 8, 5, ''),
(18946, 1908, 10, 5, ''),
(18947, 1908, 12, 15, ''),
(18948, 1908, 14, 15, ''),
(18949, 1908, 15, 15, ''),
(18950, 1908, 17, 5, ''),
(18951, 1909, 1, 5, ''),
(18952, 1909, 2, 5, ''),
(18953, 1909, 5, 15, ''),
(18954, 1909, 7, 15, ''),
(18955, 1909, 8, 5, ''),
(18956, 1909, 10, 5, ''),
(18957, 1909, 12, 15, ''),
(18958, 1909, 14, 15, ''),
(18959, 1909, 15, 15, ''),
(18960, 1909, 17, 5, ''),
(18961, 1910, 1, 5, ''),
(18962, 1910, 2, 5, ''),
(18963, 1910, 5, 15, ''),
(18964, 1910, 7, 15, ''),
(18965, 1910, 8, 5, ''),
(18966, 1910, 10, 5, ''),
(18967, 1910, 12, 15, ''),
(18968, 1910, 14, 15, ''),
(18969, 1910, 15, 15, ''),
(18970, 1910, 17, 5, ''),
(18971, 1911, 1, 5, ''),
(18972, 1911, 2, 5, ''),
(18973, 1911, 5, 15, ''),
(18974, 1911, 7, 15, ''),
(18975, 1911, 8, 5, ''),
(18976, 1911, 10, 5, ''),
(18977, 1911, 12, 15, ''),
(18978, 1911, 14, 15, ''),
(18979, 1911, 15, 15, ''),
(18980, 1911, 17, 5, ''),
(18981, 1912, 1, 5, ''),
(18982, 1912, 2, 5, ''),
(18983, 1912, 5, 15, ''),
(18984, 1912, 7, 15, ''),
(18985, 1912, 8, 5, ''),
(18986, 1912, 10, 5, ''),
(18987, 1912, 12, 15, ''),
(18988, 1912, 14, 15, ''),
(18989, 1912, 15, 15, ''),
(18990, 1912, 17, 5, ''),
(18991, 1913, 1, 5, ''),
(18992, 1913, 2, 5, ''),
(18993, 1913, 5, 15, ''),
(18994, 1913, 7, 15, ''),
(18995, 1913, 8, 5, ''),
(18996, 1913, 10, 5, ''),
(18997, 1913, 12, 15, ''),
(18998, 1913, 14, 15, ''),
(18999, 1913, 15, 15, ''),
(19000, 1913, 17, 5, ''),
(19001, 1914, 1, 5, ''),
(19002, 1914, 2, 5, ''),
(19003, 1914, 5, 15, ''),
(19004, 1914, 7, 15, ''),
(19005, 1914, 8, 5, ''),
(19006, 1914, 10, 5, ''),
(19007, 1914, 12, 15, ''),
(19008, 1914, 14, 15, ''),
(19009, 1914, 15, 15, ''),
(19010, 1914, 17, 5, ''),
(19011, 1915, 1, 5, ''),
(19012, 1915, 2, 5, ''),
(19013, 1915, 5, 15, ''),
(19014, 1915, 7, 15, ''),
(19015, 1915, 8, 5, ''),
(19016, 1915, 10, 5, ''),
(19017, 1915, 12, 15, ''),
(19018, 1915, 14, 0, 'Incorrect desposition selected. The issue was for wallet query, Agent selected stock related query. DB Raised another ticket ID:  1052363 Incorrect EMI form is attached on the that ticket. '),
(19019, 1915, 15, 15, ''),
(19020, 1915, 17, 5, ''),
(19021, 1916, 1, 5, ''),
(19022, 1916, 2, 5, ''),
(19023, 1916, 5, 15, ''),
(19024, 1916, 7, 15, ''),
(19025, 1916, 8, 0, 'Refer & Earn not informed. '),
(19026, 1916, 10, 5, ''),
(19027, 1916, 12, 15, ''),
(19028, 1916, 14, 15, ''),
(19029, 1916, 15, 15, ''),
(19030, 1916, 17, 5, ''),
(19031, 1917, 1, 5, ''),
(19032, 1917, 2, 5, ''),
(19033, 1917, 5, 15, ''),
(19034, 1917, 7, 15, ''),
(19035, 1917, 8, 5, ''),
(19036, 1917, 10, 5, ''),
(19037, 1917, 12, 15, ''),
(19038, 1917, 14, 15, ''),
(19039, 1917, 15, 15, ''),
(19040, 1917, 17, 5, ''),
(19041, 1918, 1, 5, ''),
(19042, 1918, 2, 5, ''),
(19043, 1918, 5, 15, ''),
(19044, 1918, 7, 15, ''),
(19045, 1918, 8, 5, ''),
(19046, 1918, 10, 5, ''),
(19047, 1918, 12, 15, ''),
(19048, 1918, 14, 15, ''),
(19049, 1918, 15, 15, ''),
(19050, 1918, 17, 5, ''),
(19051, 1919, 1, 5, ''),
(19052, 1919, 2, 5, ''),
(19053, 1919, 5, 15, ''),
(19054, 1919, 7, 15, ''),
(19055, 1919, 8, 5, ''),
(19056, 1919, 10, 5, ''),
(19057, 1919, 12, 15, ''),
(19058, 1919, 14, 15, ''),
(19059, 1919, 15, 15, ''),
(19060, 1919, 17, 5, ''),
(19061, 1920, 1, 5, ''),
(19062, 1920, 2, 5, ''),
(19063, 1920, 5, 15, ''),
(19064, 1920, 7, 15, ''),
(19065, 1920, 8, 5, ''),
(19066, 1920, 10, 5, ''),
(19067, 1920, 12, 15, ''),
(19068, 1920, 14, 15, ''),
(19069, 1920, 15, 15, ''),
(19070, 1920, 17, 5, ''),
(19071, 1921, 1, 5, ''),
(19072, 1921, 2, 5, ''),
(19073, 1921, 5, 15, ''),
(19074, 1921, 7, 15, ''),
(19075, 1921, 8, 5, ''),
(19076, 1921, 10, 5, ''),
(19077, 1921, 12, 15, ''),
(19078, 1921, 14, 15, ''),
(19079, 1921, 15, 15, ''),
(19080, 1921, 17, 5, ''),
(19081, 1922, 1, 5, ''),
(19082, 1922, 2, 5, ''),
(19083, 1922, 5, 15, ''),
(19084, 1922, 7, 15, ''),
(19085, 1922, 8, 5, ''),
(19086, 1922, 10, 5, ''),
(19087, 1922, 12, 15, ''),
(19088, 1922, 14, 0, 'Improper notes found. The note was unfinished when the agent resolved the ticket.  '),
(19089, 1922, 15, 15, ''),
(19090, 1922, 17, 5, ''),
(19091, 1923, 1, 5, ''),
(19092, 1923, 2, 5, ''),
(19093, 1923, 5, 15, ''),
(19094, 1923, 7, 15, ''),
(19095, 1923, 8, 5, ''),
(19096, 1923, 10, 0, 'Hold protocol not followed properly'),
(19097, 1923, 12, 15, ''),
(19098, 1923, 14, 15, ''),
(19099, 1923, 15, 15, ''),
(19100, 1923, 17, 5, ''),
(19101, 1924, 1, 5, ''),
(19102, 1924, 2, 5, ''),
(19103, 1924, 5, 0, 'Agent failed to ask if anything else was required or not. '),
(19104, 1924, 7, 15, ''),
(19105, 1924, 8, 5, ''),
(19106, 1924, 10, 5, ''),
(19107, 1924, 12, 15, ''),
(19108, 1924, 14, 15, ''),
(19109, 1924, 15, 15, ''),
(19110, 1924, 17, 5, ''),
(19111, 1925, 1, 5, ''),
(19112, 1925, 2, 5, ''),
(19113, 1925, 5, 15, ''),
(19114, 1925, 7, 15, ''),
(19115, 1925, 8, 5, ''),
(19116, 1925, 10, 5, ''),
(19117, 1925, 12, 15, ''),
(19118, 1925, 14, 15, ''),
(19119, 1925, 15, 15, ''),
(19120, 1925, 17, 5, ''),
(19121, 1926, 1, 5, ''),
(19122, 1926, 2, 5, ''),
(19123, 1926, 5, 15, ''),
(19124, 1926, 7, 15, ''),
(19125, 1926, 8, 5, ''),
(19126, 1926, 10, 5, ''),
(19127, 1926, 12, 15, ''),
(19128, 1926, 14, 0, 'Improper Notes. Incorrect Category, Incorrect Short Description.\r\nThe student was facing video issues the agent raised the ticket and updated the ticket as subscription related issue. '),
(19129, 1926, 15, 15, ''),
(19130, 1926, 17, 5, ''),
(19131, 1927, 1, 5, ''),
(19132, 1927, 2, 5, ''),
(19133, 1927, 5, 15, ''),
(19134, 1927, 7, 0, 'Incorrect resolution provided to the student regarding Raise hand option in live class. Student was given false promise that she will be able to ask the question in her next live class which is untrue. '),
(19135, 1927, 8, 5, ''),
(19136, 1927, 10, 5, ''),
(19137, 1927, 12, 0, 'Closing note done on the call. '),
(19138, 1927, 14, 15, ''),
(19139, 1927, 15, 15, ''),
(19140, 1927, 17, 5, ''),
(19141, 1928, 1, 5, ''),
(19142, 1928, 2, 5, ''),
(19143, 1928, 5, 15, ''),
(19144, 1928, 7, 15, ''),
(19145, 1928, 8, 5, ''),
(19146, 1928, 10, 5, ''),
(19147, 1928, 12, 15, ''),
(19148, 1928, 14, 15, ''),
(19149, 1928, 15, 15, ''),
(19150, 1928, 17, 5, ''),
(19151, 1929, 1, 5, ''),
(19152, 1929, 2, 5, ''),
(19153, 1929, 5, 15, ''),
(19154, 1929, 7, 15, ''),
(19155, 1929, 8, 5, ''),
(19156, 1929, 10, 5, ''),
(19157, 1929, 12, 15, ''),
(19158, 1929, 14, 15, ''),
(19159, 1929, 15, 15, ''),
(19160, 1929, 17, 5, ''),
(19161, 1930, 1, 5, ''),
(19162, 1930, 2, 5, ''),
(19163, 1930, 5, 15, ''),
(19164, 1930, 7, 0, 'Complete resolution was not provided to the customer. Agent skiped the Q & A part where students can ask question. '),
(19165, 1930, 8, 5, ''),
(19166, 1930, 10, 5, ''),
(19167, 1930, 12, 15, ''),
(19168, 1930, 14, 15, ''),
(19169, 1930, 15, 15, ''),
(19170, 1930, 17, 5, ''),
(19171, 1931, 1, 0, 'No assurance was given to the customer'),
(19172, 1931, 2, 5, ''),
(19173, 1931, 5, 15, ''),
(19174, 1931, 7, 15, ''),
(19175, 1931, 8, 5, ''),
(19176, 1931, 10, 5, ''),
(19177, 1931, 12, 15, ''),
(19178, 1931, 14, 15, ''),
(19179, 1931, 15, 15, ''),
(19180, 1931, 17, 5, ''),
(19181, 1932, 1, 5, ''),
(19182, 1932, 2, 5, ''),
(19183, 1932, 5, 15, ''),
(19184, 1932, 7, 15, ''),
(19185, 1932, 8, 5, ''),
(19186, 1932, 10, 5, ''),
(19187, 1932, 12, 15, ''),
(19188, 1932, 14, 0, 'Improper Notes: The agent failed to update details of the call. The notes should be detailed. '),
(19189, 1932, 15, 15, ''),
(19190, 1932, 17, 5, ''),
(19191, 1933, 1, 5, ''),
(19192, 1933, 2, 5, ''),
(19193, 1933, 5, 15, ''),
(19194, 1933, 7, 15, ''),
(19195, 1933, 8, 5, ''),
(19196, 1933, 10, 5, ''),
(19197, 1933, 12, 15, ''),
(19198, 1933, 14, 0, 'Improper Notes: The agent failed to update details of the call. The notes should be detailed. '),
(19199, 1933, 15, 15, ''),
(19200, 1933, 17, 5, ''),
(19201, 1934, 1, 5, ''),
(19202, 1934, 2, 5, ''),
(19203, 1934, 5, 15, ''),
(19204, 1934, 7, 0, 'Incorrect resolution provided to the student about the gift. '),
(19205, 1934, 8, 5, ''),
(19206, 1934, 10, 5, ''),
(19207, 1934, 12, 15, ''),
(19208, 1934, 14, 0, 'Improper notes. Notes is not complete and is unclear'),
(19209, 1934, 15, 15, ''),
(19210, 1934, 17, 5, '');
INSERT INTO `audit_values` (`id`, `audit_id`, `matrix_id`, `weightage`, `comments`) VALUES
(19211, 1935, 1, 0, 'No Assurance given to the customer. '),
(19212, 1935, 2, 5, ''),
(19213, 1935, 5, 15, ''),
(19214, 1935, 7, 15, ''),
(19215, 1935, 8, 5, ''),
(19216, 1935, 10, 5, ''),
(19217, 1935, 12, 15, ''),
(19218, 1935, 14, 0, 'Stock exchange request email not attached on the ticket. Wallet credit amount not mentioned on the ticket. '),
(19219, 1935, 15, 15, ''),
(19220, 1935, 17, 5, ''),
(19221, 1936, 1, 0, 'No Assurance given to the customer. '),
(19222, 1936, 2, 5, ''),
(19223, 1936, 5, 15, ''),
(19224, 1936, 7, 15, ''),
(19225, 1936, 8, 5, ''),
(19226, 1936, 10, 5, ''),
(19227, 1936, 12, 15, ''),
(19228, 1936, 14, 0, 'Stock exchange request email not attached on the ticket. Wallet credit amount not mentioned on the ticket. '),
(19229, 1936, 15, 15, ''),
(19230, 1936, 17, 5, ''),
(19231, 1937, 1, 0, 'No Assurance given to the customer.'),
(19232, 1937, 2, 5, ''),
(19233, 1937, 5, 15, ''),
(19234, 1937, 7, 15, ''),
(19235, 1937, 8, 5, ''),
(19236, 1937, 10, 5, ''),
(19237, 1937, 12, 15, ''),
(19238, 1937, 14, 15, ''),
(19239, 1937, 15, 15, ''),
(19240, 1937, 17, 5, ''),
(19241, 1938, 1, 5, ''),
(19242, 1938, 2, 5, ''),
(19243, 1938, 5, 15, ''),
(19244, 1938, 7, 15, ''),
(19245, 1938, 8, 5, ''),
(19246, 1938, 10, 5, ''),
(19247, 1938, 12, 15, ''),
(19248, 1938, 14, 15, ''),
(19249, 1938, 15, 15, ''),
(19250, 1938, 17, 5, ''),
(19251, 1939, 1, 5, ''),
(19252, 1939, 2, 5, ''),
(19253, 1939, 5, 15, ''),
(19254, 1939, 7, 15, ''),
(19255, 1939, 8, 5, ''),
(19256, 1939, 10, 5, ''),
(19257, 1939, 12, 15, ''),
(19258, 1939, 14, 15, ''),
(19259, 1939, 15, 15, ''),
(19260, 1939, 17, 5, ''),
(19261, 1940, 1, 5, ''),
(19262, 1940, 2, 5, ''),
(19263, 1940, 5, 15, ''),
(19264, 1940, 7, 15, ''),
(19265, 1940, 8, 5, ''),
(19266, 1940, 10, 5, ''),
(19267, 1940, 12, 15, ''),
(19268, 1940, 14, 15, ''),
(19269, 1940, 15, 15, ''),
(19270, 1940, 17, 5, ''),
(19271, 1941, 1, 5, ''),
(19272, 1941, 2, 5, ''),
(19273, 1941, 5, 15, ''),
(19274, 1941, 7, 15, ''),
(19275, 1941, 8, 5, ''),
(19276, 1941, 10, 5, ''),
(19277, 1941, 12, 15, ''),
(19278, 1941, 14, 15, ''),
(19279, 1941, 15, 15, ''),
(19280, 1941, 17, 5, ''),
(19281, 1942, 1, 5, ''),
(19282, 1942, 2, 5, ''),
(19283, 1942, 5, 15, ''),
(19284, 1942, 7, 15, ''),
(19285, 1942, 8, 5, ''),
(19286, 1942, 10, 5, ''),
(19287, 1942, 12, 15, ''),
(19288, 1942, 14, 15, ''),
(19289, 1942, 15, 15, ''),
(19290, 1942, 17, 5, ''),
(19291, 1943, 1, 5, ''),
(19292, 1943, 2, 5, ''),
(19293, 1943, 5, 15, ''),
(19294, 1943, 7, 15, ''),
(19295, 1943, 8, 5, ''),
(19296, 1943, 10, 5, ''),
(19297, 1943, 12, 15, ''),
(19298, 1943, 14, 0, 'Tamplete Note followed. Calling Number: 7044043108 Not mentioned on the ticket. \r\n '),
(19299, 1943, 15, 15, ''),
(19300, 1943, 17, 5, ''),
(19301, 1944, 1, 5, ''),
(19302, 1944, 2, 5, ''),
(19303, 1944, 5, 15, ''),
(19304, 1944, 7, 15, ''),
(19305, 1944, 8, 5, ''),
(19306, 1944, 10, 5, ''),
(19307, 1944, 12, 15, ''),
(19308, 1944, 14, 0, 'Tamplete not followed. Calling number was different agent failed to capture the calling number. '),
(19309, 1944, 15, 15, ''),
(19310, 1944, 17, 5, ''),
(19311, 1945, 1, 5, ''),
(19312, 1945, 2, 5, ''),
(19313, 1945, 5, 15, ''),
(19314, 1945, 7, 15, ''),
(19315, 1945, 8, 5, ''),
(19316, 1945, 10, 5, ''),
(19317, 1945, 12, 15, ''),
(19318, 1945, 14, 15, ''),
(19319, 1945, 15, 15, ''),
(19320, 1945, 17, 5, ''),
(19321, 1946, 1, 5, ''),
(19322, 1946, 2, 5, ''),
(19323, 1946, 5, 15, ''),
(19324, 1946, 7, 15, ''),
(19325, 1946, 8, 5, ''),
(19326, 1946, 10, 5, ''),
(19327, 1946, 12, 15, ''),
(19328, 1946, 14, 15, ''),
(19329, 1946, 15, 15, ''),
(19330, 1946, 17, 5, ''),
(19331, 1947, 1, 5, ''),
(19332, 1947, 2, 5, ''),
(19333, 1947, 5, 15, ''),
(19334, 1947, 7, 15, ''),
(19335, 1947, 8, 5, ''),
(19336, 1947, 10, 5, ''),
(19337, 1947, 12, 15, ''),
(19338, 1947, 14, 15, ''),
(19339, 1947, 15, 15, ''),
(19340, 1947, 17, 5, ''),
(19341, 1948, 1, 5, ''),
(19342, 1948, 2, 5, ''),
(19343, 1948, 5, 15, ''),
(19344, 1948, 7, 15, ''),
(19345, 1948, 8, 5, ''),
(19346, 1948, 10, 5, ''),
(19347, 1948, 12, 15, ''),
(19348, 1948, 14, 15, ''),
(19349, 1948, 15, 15, ''),
(19350, 1948, 17, 5, ''),
(19351, 1949, 1, 5, ''),
(19352, 1949, 2, 5, ''),
(19353, 1949, 5, 15, ''),
(19354, 1949, 7, 15, ''),
(19355, 1949, 8, 5, ''),
(19356, 1949, 10, 5, ''),
(19357, 1949, 12, 15, ''),
(19358, 1949, 14, 15, ''),
(19359, 1949, 15, 15, ''),
(19360, 1949, 17, 5, ''),
(19361, 1950, 1, 5, ''),
(19362, 1950, 2, 5, ''),
(19363, 1950, 5, 15, ''),
(19364, 1950, 7, 15, ''),
(19365, 1950, 8, 5, ''),
(19366, 1950, 10, 5, ''),
(19367, 1950, 12, 15, ''),
(19368, 1950, 14, 15, ''),
(19369, 1950, 15, 15, ''),
(19370, 1950, 17, 5, ''),
(19371, 1951, 1, 5, ''),
(19372, 1951, 2, 5, ''),
(19373, 1951, 5, 15, ''),
(19374, 1951, 7, 15, ''),
(19375, 1951, 8, 5, ''),
(19376, 1951, 10, 5, ''),
(19377, 1951, 12, 15, ''),
(19378, 1951, 14, 15, ''),
(19379, 1951, 15, 15, ''),
(19380, 1951, 17, 5, ''),
(19381, 1952, 1, 5, ''),
(19382, 1952, 2, 5, ''),
(19383, 1952, 5, 15, ''),
(19384, 1952, 7, 15, ''),
(19385, 1952, 8, 5, ''),
(19386, 1952, 10, 5, ''),
(19387, 1952, 12, 15, ''),
(19388, 1952, 14, 15, ''),
(19389, 1952, 15, 15, ''),
(19390, 1952, 17, 5, ''),
(19391, 1953, 1, 5, ''),
(19392, 1953, 2, 5, ''),
(19393, 1953, 5, 15, ''),
(19394, 1953, 7, 15, ''),
(19395, 1953, 8, 5, ''),
(19396, 1953, 10, 5, ''),
(19397, 1953, 12, 15, ''),
(19398, 1953, 14, 0, 'Improper Notes. The agent should put more details as the ASP was asking about available balance no details are mentioned on the ticket. '),
(19399, 1953, 15, 15, ''),
(19400, 1953, 17, 5, ''),
(19401, 1954, 1, 5, ''),
(19402, 1954, 2, 5, ''),
(19403, 1954, 5, 15, ''),
(19404, 1954, 7, 15, ''),
(19405, 1954, 8, 5, ''),
(19406, 1954, 10, 5, ''),
(19407, 1954, 12, 15, ''),
(19408, 1954, 14, 0, 'Incorrect category selected. Agent selected \"Other\" Student asked for suggestion the correct category should be \"Subscription Related Issue\" '),
(19409, 1954, 15, 15, ''),
(19410, 1954, 17, 5, ''),
(19411, 1955, 1, 5, ''),
(19412, 1955, 2, 5, ''),
(19413, 1955, 5, 15, ''),
(19414, 1955, 7, 15, ''),
(19415, 1955, 8, 5, ''),
(19416, 1955, 10, 5, ''),
(19417, 1955, 12, 15, ''),
(19418, 1955, 14, 15, ''),
(19419, 1955, 15, 15, ''),
(19420, 1955, 17, 5, ''),
(19421, 1956, 1, 5, ''),
(19422, 1956, 2, 5, ''),
(19423, 1956, 5, 15, ''),
(19424, 1956, 7, 15, ''),
(19425, 1956, 8, 5, ''),
(19426, 1956, 10, 5, ''),
(19427, 1956, 12, 15, ''),
(19428, 1956, 14, 15, ''),
(19429, 1956, 15, 15, ''),
(19430, 1956, 17, 5, ''),
(19431, 1957, 1, 5, ''),
(19432, 1957, 2, 5, ''),
(19433, 1957, 5, 15, ''),
(19434, 1957, 7, 15, ''),
(19435, 1957, 8, 5, ''),
(19436, 1957, 10, 5, ''),
(19437, 1957, 12, 15, ''),
(19438, 1957, 14, 15, ''),
(19439, 1957, 15, 15, ''),
(19440, 1957, 17, 5, ''),
(19441, 1958, 1, 5, ''),
(19442, 1958, 2, 5, ''),
(19443, 1958, 5, 15, ''),
(19444, 1958, 7, 15, ''),
(19445, 1958, 8, 5, ''),
(19446, 1958, 10, 5, ''),
(19447, 1958, 12, 15, ''),
(19448, 1958, 14, 15, ''),
(19449, 1958, 15, 15, ''),
(19450, 1958, 17, 5, ''),
(19451, 1959, 1, 5, ''),
(19452, 1959, 2, 5, ''),
(19453, 1959, 5, 15, ''),
(19454, 1959, 7, 0, 'Incorrectly closed the ticket. The ticket should have been pending as the DB concern was not resolved. '),
(19455, 1959, 8, 5, ''),
(19456, 1959, 10, 5, ''),
(19457, 1959, 12, 15, ''),
(19458, 1959, 14, 15, ''),
(19459, 1959, 15, 0, 'Ticket was created but the ticket ID was not shared with the DB'),
(19460, 1959, 17, 5, ''),
(19461, 1960, 1, 5, ''),
(19462, 1960, 2, 5, ''),
(19463, 1960, 5, 15, ''),
(19464, 1960, 7, 15, ''),
(19465, 1960, 8, 5, ''),
(19466, 1960, 10, 5, ''),
(19467, 1960, 12, 15, ''),
(19468, 1960, 14, 0, 'The agent confirmed the payment  details on attempt 01 but did not mention description. '),
(19469, 1960, 15, 15, ''),
(19470, 1960, 17, 5, ''),
(19471, 1961, 1, 0, 'No Assurance given to the customer'),
(19472, 1961, 2, 5, ''),
(19473, 1961, 5, 15, ''),
(19474, 1961, 7, 15, ''),
(19475, 1961, 8, 5, ''),
(19476, 1961, 10, 5, ''),
(19477, 1961, 12, 15, ''),
(19478, 1961, 14, 0, 'Customer disconnected the call before agent could close the call but no mention on the notes./Timely update not done.'),
(19479, 1961, 15, 15, ''),
(19480, 1961, 17, 5, ''),
(19481, 1962, 1, 5, ''),
(19482, 1962, 2, 5, ''),
(19483, 1962, 5, 15, ''),
(19484, 1962, 7, 15, ''),
(19485, 1962, 8, 5, ''),
(19486, 1962, 10, 5, ''),
(19487, 1962, 12, 15, ''),
(19488, 1962, 14, 15, ''),
(19489, 1962, 15, 15, ''),
(19490, 1962, 17, 5, ''),
(19491, 1963, 1, 5, ''),
(19492, 1963, 2, 5, ''),
(19493, 1963, 5, 15, ''),
(19494, 1963, 7, 15, ''),
(19495, 1963, 8, 5, ''),
(19496, 1963, 10, 5, ''),
(19497, 1963, 12, 15, ''),
(19498, 1963, 14, 15, ''),
(19499, 1963, 15, 15, ''),
(19500, 1963, 17, 5, ''),
(19501, 1964, 1, 5, ''),
(19502, 1964, 2, 5, ''),
(19503, 1964, 5, 15, ''),
(19504, 1964, 7, 15, ''),
(19505, 1964, 8, 5, ''),
(19506, 1964, 10, 5, ''),
(19507, 1964, 12, 15, ''),
(19508, 1964, 14, 15, ''),
(19509, 1964, 15, 15, ''),
(19510, 1964, 17, 5, ''),
(19511, 1965, 1, 5, ''),
(19512, 1965, 2, 5, ''),
(19513, 1965, 5, 15, ''),
(19514, 1965, 7, 0, 'Incomplete information provided to the customer about Tutopia Plus'),
(19515, 1965, 8, 5, ''),
(19516, 1965, 10, 5, ''),
(19517, 1965, 12, 15, ''),
(19518, 1965, 14, 15, ''),
(19519, 1965, 15, 15, ''),
(19520, 1965, 17, 5, ''),
(19521, 1966, 1, 5, ''),
(19522, 1966, 2, 5, ''),
(19523, 1966, 5, 15, ''),
(19524, 1966, 7, 15, ''),
(19525, 1966, 8, 5, ''),
(19526, 1966, 10, 5, ''),
(19527, 1966, 12, 15, ''),
(19528, 1966, 14, 15, ''),
(19529, 1966, 15, 15, ''),
(19530, 1966, 17, 5, ''),
(19531, 1967, 1, 5, ''),
(19532, 1967, 2, 5, ''),
(19533, 1967, 5, 15, ''),
(19534, 1967, 7, 15, ''),
(19535, 1967, 8, 5, ''),
(19536, 1967, 10, 5, ''),
(19537, 1967, 12, 15, ''),
(19538, 1967, 14, 0, 'Incomplete ticket. Unable to understand the issue or what has been done on the call. '),
(19539, 1967, 15, 15, ''),
(19540, 1967, 17, 5, ''),
(19541, 1968, 1, 0, 'No Assurance given to the customer'),
(19542, 1968, 2, 5, ''),
(19543, 1968, 5, 15, ''),
(19544, 1968, 7, 15, ''),
(19545, 1968, 8, 5, ''),
(19546, 1968, 10, 5, ''),
(19547, 1968, 12, 15, ''),
(19548, 1968, 14, 15, ''),
(19549, 1968, 15, 15, ''),
(19550, 1968, 17, 5, ''),
(19551, 1969, 1, 5, ''),
(19552, 1969, 2, 0, 'Addressed the customer with casual language. \"Toke\" '),
(19553, 1969, 5, 15, ''),
(19554, 1969, 7, 15, ''),
(19555, 1969, 8, 5, ''),
(19556, 1969, 10, 5, ''),
(19557, 1969, 12, 15, ''),
(19558, 1969, 14, 15, ''),
(19559, 1969, 15, 15, ''),
(19560, 1969, 17, 5, ''),
(19561, 1970, 1, 5, ''),
(19562, 1970, 2, 5, ''),
(19563, 1970, 5, 15, ''),
(19564, 1970, 7, 15, ''),
(19565, 1970, 8, 5, ''),
(19566, 1970, 10, 5, ''),
(19567, 1970, 12, 0, 'Agent failed to close the call properly. '),
(19568, 1970, 14, 0, 'Improper Notes: Unable to determine the concern of the DB or the resolution offered. '),
(19569, 1970, 15, 15, ''),
(19570, 1970, 17, 5, ''),
(19571, 1971, 1, 0, 'No assurance given to the DB'),
(19572, 1971, 2, 5, ''),
(19573, 1971, 5, 15, ''),
(19574, 1971, 7, 15, ''),
(19575, 1971, 8, 5, ''),
(19576, 1971, 10, 5, ''),
(19577, 1971, 12, 15, ''),
(19578, 1971, 14, 15, ''),
(19579, 1971, 15, 0, 'Ticket ID not shared with the DB '),
(19580, 1971, 17, 5, ''),
(19581, 1972, 1, 5, ''),
(19582, 1972, 2, 5, ''),
(19583, 1972, 5, 15, ''),
(19584, 1972, 7, 15, ''),
(19585, 1972, 8, 5, ''),
(19586, 1972, 10, 5, ''),
(19587, 1972, 12, 15, ''),
(19588, 1972, 14, 15, ''),
(19589, 1972, 15, 15, ''),
(19590, 1972, 17, 5, ''),
(19591, 1973, 1, 5, ''),
(19592, 1973, 2, 5, ''),
(19593, 1973, 5, 15, ''),
(19594, 1973, 7, 15, ''),
(19595, 1973, 8, 5, ''),
(19596, 1973, 10, 5, ''),
(19597, 1973, 12, 15, ''),
(19598, 1973, 14, 15, ''),
(19599, 1973, 15, 15, ''),
(19600, 1973, 17, 5, ''),
(19601, 1974, 1, 0, 'No Assurance given to the customer'),
(19602, 1974, 2, 5, ''),
(19603, 1974, 5, 15, ''),
(19604, 1974, 7, 15, ''),
(19605, 1974, 8, 5, ''),
(19606, 1974, 10, 5, ''),
(19607, 1974, 12, 15, ''),
(19608, 1974, 14, 15, ''),
(19609, 1974, 15, 15, ''),
(19610, 1974, 17, 5, ''),
(19611, 1975, 1, 5, ''),
(19612, 1975, 2, 5, ''),
(19613, 1975, 5, 15, ''),
(19614, 1975, 7, 0, 'Incorrect resolution provided. The student sent the question at 4pm, hence the student should get the answer same day. But the agent asked to wait 24hours'),
(19615, 1975, 8, 5, ''),
(19616, 1975, 10, 5, ''),
(19617, 1975, 12, 15, ''),
(19618, 1975, 14, 15, ''),
(19619, 1975, 15, 15, ''),
(19620, 1975, 17, 5, ''),
(19621, 1976, 1, 0, 'No Assurance given to the customer '),
(19622, 1976, 2, 5, ''),
(19623, 1976, 5, 0, 'Agent did not ask for addition help required or not'),
(19624, 1976, 7, 15, ''),
(19625, 1976, 8, 5, ''),
(19626, 1976, 10, 5, ''),
(19627, 1976, 12, 15, ''),
(19628, 1976, 14, 15, ''),
(19629, 1976, 15, 0, 'Agent forgot to pitch survey to the customer. '),
(19630, 1976, 17, 5, ''),
(19631, 1977, 1, 5, ''),
(19632, 1977, 2, 5, ''),
(19633, 1977, 5, 0, 'Agent did not ask for additional help. '),
(19634, 1977, 7, 15, ''),
(19635, 1977, 8, 5, ''),
(19636, 1977, 10, 5, ''),
(19637, 1977, 12, 15, ''),
(19638, 1977, 14, 15, ''),
(19639, 1977, 15, 15, ''),
(19640, 1977, 17, 5, ''),
(19641, 1978, 1, 5, ''),
(19642, 1978, 2, 5, ''),
(19643, 1978, 5, 15, ''),
(19644, 1978, 7, 15, ''),
(19645, 1978, 8, 5, ''),
(19646, 1978, 10, 5, ''),
(19647, 1978, 12, 15, ''),
(19648, 1978, 14, 15, ''),
(19649, 1978, 15, 15, ''),
(19650, 1978, 17, 5, ''),
(19651, 1979, 1, 5, ''),
(19652, 1979, 2, 5, ''),
(19653, 1979, 5, 15, ''),
(19654, 1979, 7, 15, ''),
(19655, 1979, 8, 5, ''),
(19656, 1979, 10, 5, ''),
(19657, 1979, 12, 15, ''),
(19658, 1979, 14, 0, 'Call got disconnected before agent could close the call. No mention in the ticket. Survey Pitching and Closing was not completed.  '),
(19659, 1979, 15, 15, ''),
(19660, 1979, 17, 5, ''),
(19661, 1980, 1, 5, ''),
(19662, 1980, 2, 5, ''),
(19663, 1980, 5, 15, ''),
(19664, 1980, 7, 15, ''),
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(20218, 2035, 14, 0, 'Calling Number Missing. Call came from: 7001435900 agent did not mention this on the ticket. \r\n'),
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(20221, 2036, 1, 5, ''),
(20222, 2036, 2, 5, ''),
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(20224, 2036, 7, 0, 'Resolution was not given properly to the customer. Troubleshooting steps were not done completely. '),
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(20260, 2039, 17, 5, ''),
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(20262, 2040, 2, 5, ''),
(20263, 2040, 5, 0, 'Agent failed to ask the customer for additional help required or not'),
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(20266, 2040, 10, 5, ''),
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(20278, 2041, 14, 0, 'IMPROPER NOTES: Incorrect calling number mentioned on the ticket. Call came from 7001435900 and agent mentioned 9932627703'),
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(20294, 2043, 7, 0, 'Probing was not done properly. Which lead to delay in giving resolution to the customer. '),
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(20304, 2044, 7, 0, 'Agent did not asked proper questions to deal with the customers query'),
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(20307, 2044, 12, 15, ''),
(20308, 2044, 14, 0, 'Customer disconnected the call before agent could close the call. No mention on the tickets'),
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(20310, 2044, 17, 0, 'Work Avoidance Detected. Agent did not tried to help the customer and avoided the call by asking caller\'s friend to call us'),
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(20314, 2045, 7, 0, 'Agent misguieded the customer towards wrong resolution. Incorrect troubleshooting steps informed. '),
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(20316, 2045, 10, 5, ''),
(20317, 2045, 12, 15, ''),
(20318, 2045, 14, 0, 'Agent failed to capture important device information , the issue was device specific. '),
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(20320, 2045, 17, 0, 'Work Avoidance Detected. Agent did not provide proper resolution to the customer and avoided the customers query. Ownership was not taken. '),
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(20324, 2046, 7, 0, 'Wrong information provided to the DB. '),
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(20384, 2052, 7, 0, 'AGENT FAILED TO PROVIDE PROPER RESOLUTION TO THE CUSTOMER AS WE COULD NOW CHECK WHAT WAS THE AVAILABLE BALANCE BEFORE ANY CONFIRMED ORDER'),
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(20398, 2053, 14, 0, 'WRONG CATAGORY. DB Called to update student school and pincode details. Agent selected \"Other\" in the catagory'),
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(20416, 2055, 10, 0, 'Prolonged Mute. Hold Protocol not followed'),
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(20418, 2055, 14, 0, 'IMPROPER NOTES. Agent mentioned on the notes that she called the DB back to inform exchage was completed but there was no outbound call made and the agent informed the DB on the same call. '),
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(20438, 2057, 14, 0, 'INCORRECT CATAGORY. Issue was regarding stock related but agent selected \"OTHER\".'),
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(20448, 2058, 14, 0, 'Exchange confirmation not attached. DB forgot the demo ID number which agent shared the but failed to mention the ticket. '),
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(20471, 2061, 1, 0, 'No Assurance given to the customer'),
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(20654, 2079, 7, 0, 'The resolution was not given to the customer. Call back was not done when promised'),
(20655, 2079, 8, 5, ''),
(20656, 2079, 10, 5, ''),
(20657, 2079, 12, 15, ''),
(20658, 2079, 14, 0, 'No ticket was raised'),
(20659, 2079, 15, 15, ''),
(20660, 2079, 17, 0, 'WORK AVOIDANCE: Ticket was not raised. '),
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(20711, 2085, 1, 0, 'No Assurance given to the customer'),
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(22278, 2242, 14, 0, 'IMPROPER NOTES: INCORRECT CALLING NUMBER\r\nCall camed from: 7029318500, Call got disconnected agent failed to mention on the notes. \r\n'),
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(22288, 2243, 14, 0, 'IMPROPER NOTES: Registered number is wrongly mentioned on the ticket. Registered number is 6290417289, Agent mentioned 8777032343 on the notes. '),
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(22813, 2296, 5, 15, ''),
(22814, 2296, 7, 15, ''),
(22815, 2296, 8, 5, ''),
(22816, 2296, 10, 5, ''),
(22817, 2296, 12, 15, ''),
(22818, 2296, 14, 0, 'IMPROPER NOTES: The call was completed properly.But agent mentioned she could not capture the details as the student disconnected the call'),
(22819, 2296, 15, 15, ''),
(22820, 2296, 17, 5, ''),
(22821, 2297, 1, 5, ''),
(22822, 2297, 2, 5, ''),
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(22824, 2297, 7, 15, ''),
(22825, 2297, 8, 5, ''),
(22826, 2297, 10, 5, ''),
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(22830, 2297, 17, 5, ''),
(22831, 2298, 1, 5, ''),
(22832, 2298, 2, 5, ''),
(22833, 2298, 5, 15, ''),
(22834, 2298, 7, 0, 'IMPROPER TICKET CLOSURE: Ticket should have kept pending when arranging couselling callback '),
(22835, 2298, 8, 5, ''),
(22836, 2298, 10, 5, ''),
(22837, 2298, 12, 15, ''),
(22838, 2298, 14, 15, ''),
(22839, 2298, 15, 15, ''),
(22840, 2298, 17, 5, ''),
(22841, 2299, 1, 0, 'NO ASSURANCE GIVEN'),
(22842, 2299, 2, 5, ''),
(22843, 2299, 5, 15, ''),
(22844, 2299, 7, 0, 'RESOLUTION WAS NOT PROPER: Student asked how to ask questions. Agent did not mention about the comment box available after every video. '),
(22845, 2299, 8, 5, ''),
(22846, 2299, 10, 5, ''),
(22847, 2299, 12, 15, ''),
(22848, 2299, 14, 15, ''),
(22849, 2299, 15, 15, ''),
(22850, 2299, 17, 5, ''),
(22851, 2300, 1, 0, 'NO ASSURANCE GIVEN '),
(22852, 2300, 2, 5, ''),
(22853, 2300, 5, 15, ''),
(22854, 2300, 7, 15, ''),
(22855, 2300, 8, 5, ''),
(22856, 2300, 10, 5, ''),
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(22858, 2300, 14, 15, ''),
(22859, 2300, 15, 15, ''),
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(22861, 2301, 1, 5, ''),
(22862, 2301, 2, 5, ''),
(22863, 2301, 5, 15, ''),
(22864, 2301, 7, 0, 'INCORRECT RESOLUTION PROVIDE: The student question was marked NOT RELEVANT but the agent did not checked and informed she will receive the answer. \r\n '),
(22865, 2301, 8, 5, ''),
(22866, 2301, 10, 5, ''),
(22867, 2301, 12, 15, ''),
(22868, 2301, 14, 0, 'IMPROPER NOTES: The agent mentioned that the student might get the answer by today or tomorrow evening when informed on call that the answer will be given today. '),
(22869, 2301, 15, 15, ''),
(22870, 2301, 17, 5, ''),
(22871, 2302, 1, 0, 'NO ASSURANCE GIVEN '),
(22872, 2302, 2, 5, ''),
(22873, 2302, 5, 15, ''),
(22874, 2302, 7, 15, ''),
(22875, 2302, 8, 5, ''),
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(22881, 2303, 1, 5, ''),
(22882, 2303, 2, 5, ''),
(22883, 2303, 5, 15, ''),
(22884, 2303, 7, 0, 'IMPROPER RESOLUTION:Agent failed to ask the student to download alternate browser');
INSERT INTO `audit_values` (`id`, `audit_id`, `matrix_id`, `weightage`, `comments`) VALUES
(22885, 2303, 8, 5, ''),
(22886, 2303, 10, 5, ''),
(22887, 2303, 12, 15, ''),
(22888, 2303, 14, 15, ''),
(22889, 2303, 15, 15, ''),
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(22891, 2304, 1, 5, ''),
(22892, 2304, 2, 5, ''),
(22893, 2304, 5, 15, ''),
(22894, 2304, 7, 0, 'INCORRECT RESOLUTION PROVIDED: Informed the student that live class was rescheduled without any update. '),
(22895, 2304, 8, 5, ''),
(22896, 2304, 10, 5, ''),
(22897, 2304, 12, 15, ''),
(22898, 2304, 14, 0, 'IMPROPER NOTES: Incorrect calling number mentioned. Call came from: 6289443887'),
(22899, 2304, 15, 15, ''),
(22900, 2304, 17, 5, ''),
(22901, 2305, 1, 5, ''),
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(22905, 2305, 8, 5, ''),
(22906, 2305, 10, 5, ''),
(22907, 2305, 12, 15, ''),
(22908, 2305, 14, 0, 'IMPROPER NOTES: detailed notes are not present. Poor notes quality. '),
(22909, 2305, 15, 15, ''),
(22910, 2305, 17, 5, ''),
(22911, 2306, 1, 5, ''),
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(22915, 2306, 8, 5, ''),
(22916, 2306, 10, 5, ''),
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(22918, 2306, 14, 0, 'IMPROPER NOTES: Improtant details not captured. Agent could not close the call properly as student disconnected no mention on the ticket. '),
(22919, 2306, 15, 15, ''),
(22920, 2306, 17, 5, ''),
(22921, 2308, 1, 5, ''),
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(22924, 2308, 7, 15, ''),
(22925, 2308, 8, 5, ''),
(22926, 2308, 10, 5, ''),
(22927, 2308, 12, 0, 'CLOSING NOT DONE'),
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(22931, 2309, 1, 5, ''),
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(22947, 2310, 12, 15, ''),
(22948, 2310, 14, 0, 'WRONG CATAGORY SELECTED: DB called about stocks the correct catagory should be Stock Related Query.'),
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(22978, 2313, 14, 0, 'TICKET WAS NOT RAISED'),
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(23045, 2320, 8, 0, 'Refer & Earn not informed '),
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(23068, 2322, 14, 0, 'IMPROPER NOTES: Important details not captured. '),
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(23095, 2325, 8, 0, 'Refer & Earn not informed'),
(23096, 2325, 10, 5, ''),
(23097, 2325, 12, 15, ''),
(23098, 2325, 14, 0, 'TICKET NOT RAISED'),
(23099, 2325, 15, 0, 'Survey not pitched as ticket was not raised'),
(23100, 2325, 17, 0, 'WORK AVOIDANCE DETECTED'),
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(23130, 2328, 17, 0, 'WORK AVOIDANCE DETECTED: Call got disconnected but agent did not called the customer back'),
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(23151, 2331, 1, 5, ''),
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(23154, 2331, 7, 0, 'INCORRECT RESOLUTION PROVIDED; Student was unable to watch video the agent found the account is inactive and asked to wait 24hours to get the account activated. Once order is placed student can access all videos. '),
(23155, 2331, 8, 5, ''),
(23156, 2331, 10, 5, ''),
(23157, 2331, 12, 15, ''),
(23158, 2331, 14, 0, 'IMPROPER NOTES: The student asked about live class but agent failed to mention the same in the ticket '),
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(23161, 2332, 1, 5, ''),
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(23181, 2334, 1, 0, 'No Assurance given to the customer '),
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(23206, 2336, 10, 5, ''),
(23207, 2336, 12, 15, ''),
(23208, 2336, 14, 15, ''),
(23209, 2336, 15, 0, 'SURVEY NOT PITCHED'),
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(23218, 2337, 14, 0, 'TICKER NOT UPDATED TIMELY: The agent failed to update the ticket properly'),
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(23246, 2340, 10, 0, 'HOLD PROTOCOL NOT FOLLOWED: Prolonged mute of over 3Mins'),
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(23298, 2345, 14, 0, 'IMPROPER NOTES: The student\'s father also queries but the Gift but no mention on the notes.'),
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(23358, 2351, 14, 0, 'INCORRECT CATAGORY SELECTED: The student wanted to cancel the subscription Agent selected Subscription Related Query. The correct catagory should be Post Sales/Billing'),
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(23539, 2369, 15, 0, 'INCORRECT CATAGORY SELECTED: Student mentioned TV Advertisement on Metro Channel agent selected METRO'),
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(23542, 2370, 2, 0, 'SPEAKING OVER THE CUSTOMER'),
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(23548, 2370, 14, 0, 'IMPROPER NOTES: The agent spoke & DB also had conversation about stocks, Stock Exchange process but no mention on the notes. '),
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(23551, 2371, 1, 5, ''),
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(23553, 2371, 5, 0, 'CONFIRMED UNDERSTANDING MISSING: Agent failed to ask the DB if any other help was required or not '),
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(23568, 2372, 14, 0, 'INCORRECT CATAGORY SELECTED: DB wanted to resign, Catagory should be \"ASP/DB Cancellation\" agent selected \"Others\"'),
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(23574, 2373, 7, 0, 'DELAYED RESOLUTION//INCORRECT RESOLUTION: The issue should have been resolved yesterday. The agent failed to do second attempt to the customer// The order ID: 10206 is paid by wallet no email was required to accounts for this. CRM should have been used. '),
(23575, 2373, 8, 5, ''),
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(23578, 2373, 14, 0, 'IMPROPER TICKET UPDATE: The DB Also queries about few order IDs which is not present in the Ticket. '),
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(23669, 2382, 15, 0, 'SURVEY SCRIPT MANIPULATION FOUND'),
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(23677, 2383, 12, 15, ''),
(23678, 2383, 14, 0, 'TICKET WAS NOT RAISED '),
(23679, 2383, 15, 15, ''),
(23680, 2383, 17, 0, 'WORK AVOIDANCE DETECTED: Ticket not created'),
(23681, 2384, 1, 0, 'No Assurance given to the customer '),
(23682, 2384, 2, 5, ''),
(23683, 2384, 5, 15, ''),
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(23722, 2388, 2, 5, ''),
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(23737, 2389, 12, 15, ''),
(23738, 2389, 14, 0, 'INCORRECT SOURCE TYPE SELECTED: Student informed Television agent selected Walk-In'),
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(23740, 2389, 17, 5, ''),
(23741, 2390, 1, 5, ''),
(23742, 2390, 2, 5, ''),
(23743, 2390, 5, 15, ''),
(23744, 2390, 7, 0, 'INCORRECT RESOLUTION PROVIDED. The customer was left without the issue being resolved. Proper troubleshooting process not followed'),
(23745, 2390, 8, 5, ''),
(23746, 2390, 10, 5, ''),
(23747, 2390, 12, 15, ''),
(23748, 2390, 14, 15, ''),
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(23751, 2391, 1, 5, ''),
(23752, 2391, 2, 5, ''),
(23753, 2391, 5, 15, ''),
(23754, 2391, 7, 15, ''),
(23755, 2391, 8, 0, 'Refer & Earn not informed.'),
(23756, 2391, 10, 5, ''),
(23757, 2391, 12, 15, ''),
(23758, 2391, 14, 0, 'INCORRECT CATAGORY SELECTED: The issue was account being blocked, Agent selected \"Subscription Related Issue\"'),
(23759, 2391, 15, 15, ''),
(23760, 2391, 17, 5, ''),
(23761, 2392, 1, 5, ''),
(23762, 2392, 2, 5, ''),
(23763, 2392, 5, 15, ''),
(23764, 2392, 7, 15, ''),
(23765, 2392, 8, 0, 'Refer & Earn not Informed'),
(23766, 2392, 10, 0, 'HOLD PROTOCOL NOT FOLLOWED: Prolonged Mute. '),
(23767, 2392, 12, 15, ''),
(23768, 2392, 14, 15, ''),
(23769, 2392, 15, 15, ''),
(23770, 2392, 17, 5, ''),
(23771, 2393, 1, 5, ''),
(23772, 2393, 2, 5, ''),
(23773, 2393, 5, 15, ''),
(23774, 2393, 7, 15, ''),
(23775, 2393, 8, 5, ''),
(23776, 2393, 10, 0, 'HOLD PROTOCOL NOT FOLLOWED: Prolonged Mute'),
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(23778, 2393, 14, 15, ''),
(23779, 2393, 15, 15, ''),
(23780, 2393, 17, 5, ''),
(23781, 2394, 1, 5, ''),
(23782, 2394, 2, 5, ''),
(23783, 2394, 5, 15, ''),
(23784, 2394, 7, 0, 'NO RESOLUTION PROVIDED; The agent failed to follow troubleshooting Steps.'),
(23785, 2394, 8, 5, ''),
(23786, 2394, 10, 5, ''),
(23787, 2394, 12, 15, ''),
(23788, 2394, 14, 0, 'IMPROPER TICKET UPDATE: Call got disconnected agent failed to mention the same in the ticket. '),
(23789, 2394, 15, 15, ''),
(23790, 2394, 17, 5, ''),
(23791, 2395, 1, 5, ''),
(23792, 2395, 2, 5, ''),
(23793, 2395, 5, 15, ''),
(23794, 2395, 7, 0, 'NO RESOLUTION PROVIDED: Agent failed to follow the troubleshooting process'),
(23795, 2395, 8, 5, ''),
(23796, 2395, 10, 5, ''),
(23797, 2395, 12, 15, ''),
(23798, 2395, 14, 0, 'IMPROPER TICKET UPDATE: The call got disconnected and  the agent could not close the call no mention on the notes.'),
(23799, 2395, 15, 15, ''),
(23800, 2395, 17, 5, ''),
(23801, 2396, 1, 5, ''),
(23802, 2396, 2, 5, ''),
(23803, 2396, 5, 15, ''),
(23804, 2396, 7, 0, 'NO RESOLUTION PROVIDED: Agent failed to follow the troubleshooting process. '),
(23805, 2396, 8, 5, ''),
(23806, 2396, 10, 5, ''),
(23807, 2396, 12, 15, ''),
(23808, 2396, 14, 0, 'IMPROPER NOTES UPDATE : Agent could not finish the call as the customer disconnected no mention on the ticket. '),
(23809, 2396, 15, 15, ''),
(23810, 2396, 17, 5, ''),
(23811, 2397, 1, 5, ''),
(23812, 2397, 2, 5, ''),
(23813, 2397, 5, 15, ''),
(23814, 2397, 7, 15, ''),
(23815, 2397, 8, 5, ''),
(23816, 2397, 10, 5, ''),
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(23824, 2398, 7, 0, 'NO RESOLUTION PROVIDED: Agent failed to follow the troubleshooting process.\r\n'),
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(23828, 2398, 14, 0, 'IMPROPER NOTES UPDATE : Agent could not finish the call as the customer disconnected no mention on the ticket.\r\n'),
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(24328, 2451, 14, 0, 'INCORRECT TICKET CREATION: The DB called queirng about the student account activation. Ticket should have been created on DB account. Agent raised the ticket on student account. With incorrect catagory. '),
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(24411, 2460, 1, 0, 'NO ASSURANCE FOUND: No assurance given to the customer. '),
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(24428, 2461, 14, 0, 'IMPROPER SHORT DESCRIPTION: Agent short description makes no sence. '),
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(24438, 2462, 14, 0, 'INCORRECT TICKET CREATED: The agent raised the ticket on student account. The ticket should be raised on DB account against Tutopia Cards. '),
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(24527, 2471, 12, 0, 'IMPROPER OPENING: Agent failed to introduce him as \"Mentor\"'),
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(24548, 2473, 14, 0, 'IMPROPER NOTES: The agent failed to mention on the notes that DB asked about class 9 course duration. '),
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(24562, 2475, 2, 0, 'Tone of speech too high'),
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(24592, 2478, 2, 0, 'REPEATED CONVERSATION: Lack of focus detected on the call. Repeating same things again and again. '),
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(24608, 2479, 14, 0, 'INCORRECT SOURCE TYPE: Student\'s mother informed that she received call from us. But agent did not cross questioned properly and selected \"House/School Visit\"'),
(24609, 2479, 15, 15, ''),
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(24611, 2480, 1, 0, 'NO ASSURANCE GIVEN: Agent failed to give assurance to the customer'),
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(24644, 2483, 7, 0, 'IMPROPER RESOLUTION: The agent shared incorrect calculation based on free stock. Which lead to delayed resolution. '),
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INSERT INTO `audit_values` (`id`, `audit_id`, `matrix_id`, `weightage`, `comments`) VALUES
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(24811, 2500, 1, 0, 'No Assurance Found'),
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(24837, 2502, 12, 15, ''),
(24838, 2502, 14, 0, 'IMPROPER NOTES: Agent spoke with the DB on 20th about stock related query, Agent mentioned on the ticket DB did not respond. Which is incorrect. '),
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(24964, 2515, 7, 0, 'INCORRECT RESOLUTION: The agent could have informed about the subscribe now option. Agent failed to provide resolution'),
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(24984, 2517, 7, 0, 'IMPROPER RESOLUTION: Agent confirmed the student\'s father that they will be able get offline classes soon. When smart cochine center is available. Office classes will not be a part of the subscription taken by student. '),
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(25101, 2529, 1, 0, 'NO ASSURANCE FOUND: No Assurance given to the customer '),
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(25345, 2554, 8, 0, 'REFER & EARN NOT INFORMED'),
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(26198, 2639, 14, 0, 'IMPROPER NOTES: Exchange request email is not attached in the ticket. '),
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(26200, 2639, 17, 5, ''),
(26201, 2640, 1, 5, ''),
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(26208, 2640, 14, 0, 'IMPROPER NOTES: Student also asked about the gift not being received. Agent failed to mention the same in the ticket. '),
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(26211, 2641, 1, 0, 'NO ASSURANCE FOUND: No assurance given to the customer. '),
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(26255, 2645, 8, 5, ''),
(26256, 2645, 10, 5, ''),
(26257, 2645, 12, 15, ''),
(26258, 2645, 14, 0, 'IMPORTANT DETAILS MISSING: Agent failed to attach the GST Invoice to the ticket. '),
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(26268, 2646, 14, 0, 'IMPROPER NOTES: The agent failed to mention about the other queries the student asked. '),
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(26274, 2647, 7, 0, 'INCORRECT RESOLUTION PROVIDED: Agent failed to give proper resolution to the customer. Resulting DSAT. '),
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(26352, 2655, 2, 5, ''),
(26353, 2655, 5, 15, ''),
(26354, 2655, 7, 0, 'INCORRECT RESOLUTION PROVIDED: Agent ended the call before giving proper resolution.'),
(26355, 2655, 8, 5, ''),
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(26357, 2655, 12, 15, ''),
(26358, 2655, 14, 0, 'TICKET NOT CREATED'),
(26359, 2655, 15, 15, ''),
(26360, 2655, 17, 0, 'Work Avoidance Detected: Agent failed to understand the issue and avoided the call. '),
(26361, 2656, 1, 0, 'NO ASSURANCE FOUND: Agent failed to give assurance to the customer'),
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(26468, 2666, 14, 0, 'INCORRECT SOURCE TYPE SELECTED: Agent selected \"Company Sales Call\" Correct Source type \" House/ School Visit \"'),
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INSERT INTO `audit_values` (`id`, `audit_id`, `matrix_id`, `weightage`, `comments`) VALUES
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(26498, 2669, 14, 0, 'IMPROPER NOTES: Agent failed to mention whom she spoke with. Also agent failed to mention that she informed about the app benefits. '),
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(26525, 2672, 8, 0, 'Agent did not put additional effort to properly understand and provide the resolution. '),
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(26618, 2681, 14, 0, 'INCORRECT SOURCE TYPE// TICKET RAISED IN INCORRECT ACCOUNT: TIcket should be raised on 8001147341, agent raised on 9679225463'),
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(26648, 2684, 14, 0, 'INCORRECT CATAGORY SELECTED: The student wanted to change registered number, agent selected \"Subscription Activation Issue\" correct catagory \"Number Change Request\" '),
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(26688, 2688, 14, 0, 'POOR NOTES QUALITY: Agent notes should be more detailed. When the student is threatening about social media escalation. Also the student is a repeat caller. '),
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(26798, 2699, 14, 0, 'IMPROPER NOTES: IMPROPER EMAIL FORMAT// INCORRECT TICKET ID MENTIONED IN EMAIL'),
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(27118, 2731, 14, 0, 'INCORRECT CATAGORY SELECT:  Correct Catagory Selected. Correct Catagory : Login/Registration'),
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(27128, 2732, 14, 0, 'INCORRECT EMAIL FORMAT: Wrong Ticket ID mentioned on the email\r\nINCORRECT SHORT DESCRIPTION: Student account has incorrect short description'),
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(27338, 2753, 14, 0, 'IMPROPER NOTES: The agent missed important details in the ticket like the agent name, other subscription number'),
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(28054, 2825, 7, 0, 'IMPROPER RESOLUTION: Due to technical reason the wallet credit done last day was not completed. Agent failed to check the wallet history and informed the DB that amount has been credited and resolved the ticket. '),
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(28158, 2835, 14, 0, 'INCORRECT CATEGORY: Agent selected incorrect category for the issue, Correct Category \"Post Sales/Billing\"'),
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(28168, 2836, 14, 0, 'INCORRECT CATEGORY: Agent selected incorrect category for the issue, Correct Category \"Post Sales/Billing\"\r\n'),
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(28171, 2837, 1, 0, 'NO ASSURANCE FOUND: Agent failed to give assurance to the student.'),
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(28238, 2843, 14, 0, 'INCORRECT EMAIL FORMAT: Incorrect details mentioned in the email which is also attached to the ticket. '),
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