Referring on this issue we need to set up the action plan krab.
• Seriously feedback OP to extra careful when analyzing the case and make sure that customer selected the right category, OP need to correct it if the ticket coming with wrong category
• Briefly agents again with the definition of each categories (Paris, please work with MOCAP's trainer and make sure this issue has been solved)
• MOCAP's QA need to focus on category for each ticket when monitoring
o Closely monitoring for 1 month for this issue and see the improvement
o More frequent randomly check for the total handling tickets
As everyone know that the ticket volume lower than we expected so you have plenty of time to focus on the quality of work.