A
Which tool is used in sending Emails.
Athena
What does the abbreviation YCS mean?
Yield control System
Which tool is used in tracking cases?
Athena
This tool is used when communicating with a TC/TM and when a form needs to be completed.
Which tools are used in performing Outbound calls?
Athena and Genesys
This system allows agents to receive & sendMessaging contacts and continue conversations with a more flexible pace. It also allows agents to manage Email contacts within the system for more efficient case handling.
Athena Messaging /ATM
Also known as "Reservation Not Honored"
AR / Allotment Reject
Urgent AR cases should be resolved within how many minutes?
45 minutes
Aux status in ATM automatically syncs with Genesys, so No Aux changes are needed in Genesys. True or False?
True
What does the abbreviation UPC mean?
Unique Purchasing Card
In the booking flow, what happens after Credit Card Authorization?
Cut Allotment
Tool for call and email handling. This is where all contacts received.
Genesys (Interaction Workspace)
Under Athena Messaging, this is where you can check email interactions and pull/transfer them.
Interaction Search
How many times would you deescalate if Pax is requesting a supervisor?
3 Times
2 Types of Postpaid booking
Property Collect
Pay at Property
One of the KPI of Agoda is RITA Qualifiers, what does this abbreviation mean?
Reliability, Integrity, Timeliness and Agoda DNA.
Which team should you escalate for requests to speak to a CST agent with native language support.
Internal FL Line (Foreign Language)
What is the meaning of BPG?
Booking Price Guaranty
What tagging should be used for cases not fully resolved?
ACR: Messaging Awaiting Customer Response
Provide the Email Format
1, Opening
2, Greeting
3. Ref. Number: Prop Name, City, Arrival, Departure
4. Main Message
5. Closing
6. Ending
7. E-signature
Using this method, suppliers can claim their multiple booking payments from Agoda.
UPC under Epass
Provide at least 2 of 3 NON YCS Suppliers.
Direct Connect, SuperAgg (Booking.com), SuperAgg (Non B.com)
This tool is usually used by Non YCS suppliers.
XML
Which team should you transfer for threats related to legal action and government authorities.
CSI (Customer Satisfaction)
Provide atleast 3 Agoda Values
Do things the right way
Move fast and be efficient
Be a scientist, experiment and measure
Take ownership and make a difference
Be direct and respectful