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INTERACTIONS 7 open
RK
Rohan Kapoor
2 channels · SLA 4:12
☎ Voice · active frustrated
✉ Email · 2 prior
MS
Meera Shah
Chat · waiting
AJ
Arjun Iyer
Email · 12m
NT
Nisha Tandon
Voice · queued
Rohan Kapoor VOICE · 03:48
⚠ sentiment: frustrated
live transcription
ROHAN · 03:21This is the third time I'm calling about the same refund. It's been two weeks.
YOU · 03:30I completely understand, Rohan. Let me pull this up right now and get it sorted.
✦ AI SUGGESTION
Refund #RF-4471 stuck in “processing”. Offer to escalate to priority queue — est. 24h.
DISPOSITION ✦ Refund · Escalated auto ＋ change
CUSTOMER CONTEXT
RK
Rohan Kapoor
Premium · since 2021
14
CONTACTS
Low
CSAT TREND
✦ AI SUMMARY
Repeat contact re: delayed refund. Two prior emails unresolved. Promised callback last week — not honoured.
RECENT
Email · refund chase 4d
Chat · resolved 9d
Voice · escalated 2w
◆ KNOWMAX · KNOWLEDGE
Refund SLA policy
Priority queue clears in 24h. Eligible: premium tier, >7d delay.
› Escalation steps
› Goodwill credit limits