Session ID : 53579910
10/17/2024 11:17 - 11:47
Coach : Mitch Piliin ( TL ), 236584
Trigger: Performance Review
Meeting Location : Coaching Week : Week 41Coachee : Richard Villegas ( Agent ), 102900946
Auto Close Date : 10/26/2024 19:59:59
LOBs: Transurban US - VOD
Attention Needed | Close Loop Alert |   Villegas, Richard 
As part of our Close Loop initiative, kindly prioritize coaching for the above agent due to opportunities observed while conducting BAU Audit. 
Account: 6794948 
AWS: c7eecce3-8473-4b28-87ab-6665abdd6254 
Transaction Date: 10/16 3:29 AM 
Audit ID: 22833837 QA 
Score: 85.71% 
• Acknowledging the Issue -Agent failed to provide acknowledgement and restatement * Acknowledgement/restatement should be given right after issue is provided 
• Value Add -Agent failed to provide future travel * know the diffent future educ (non ezpass)(Ezpass- 650100)(OOS-65006, 65015,65017)
• Resolution -Lack of probing questions as customer already mentioned he received email about HOV and there is 1 trip under HELD status. sanction - DMS or QA/OM/SOM AWS 

Disposition Heirarchy 
1. Court 
2. Collection 
3. Ezpass 
4. Invoice 
5. Missed a toll 

- General Attendance - 26.13% was absent due to hypertension and is sent to home by tera clinic 10/15/2024 
- Absent (Prolonged SL) 10/11/2024 
- Absent (Pending FTW) 10/10/2024 
- Absent (Pending FTW) 10/9/2024 
- Absent (Pending FTW) 10/8/2024 
- Absent (Pending FTW) 10/7/2024 
- Undertime (for fit to work) 10/4/2024 
- Absent (NCNS) 10/3/2024 
- Absent (Hypertension) Action Plan 
- Ensure to follow doctors advise how to maintain low blood pressure 
*** Valid medical certificate 
Next coaching - 10/24/24
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