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Department
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Responsibilities
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Remarks & Quality Records
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Agents
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Bring to CT/CS Tech Support : Attention Immediately
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CT/CSET
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- CT will investigate the issue further
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Tag “red flag” on Zendesk choose Macros
- Assignee set to CS Tech Support
- Which sends a trigger to Manager via email/slack
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Submit ticket “ on -hold ”
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Notify on Sev 1 WhatsApp Group
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- Escalate the media threats
- Compensation tracker for Code Red Issue
- Trigger sent via slack /email
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Manager
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Takes appropriate action based on findings
Manager opens email /slack > view ticket > tag “ red flag notify”
Runs through COO
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- Review potential actions to be taken
- Verifies the potential findings
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| COO |
Final approval/action give
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- Makes the final decision
- Possible outcome
- Ticket Solved
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