Page 8 - Business Requirement Document

S.No Received Time Sender's Mail Sender's Query Complaint Agents Ticket
on Name Number Comment Status
1 10-01-2020 09:43:21 myself1233@gmai Vivek Received 202001 In Progress
l.com Wrong
PNR
2 10-01-2020 14:13:24 xyz@gmail.com Mayank Unable 202002 New
to book
ticket
3 10-01-2020 21:44:41 123@@gmail.com Vivien Amount 202003 Complete
deducte
d but
unable to
get ticket
4 11-01-2020 06:13:11 myself123@gmail. Amay Unable 202004 New
com to cancel
ticket

Exhibit - 3

The agents based on the email picked by them have to enter the details accordingly as
the information filled is further accessed by Team Leads and Managers. Every agent
has to update the status of the ticket based on the progress done on them.

Based on the tickets taken up by agents, the categorization of the ticket is added to the
excel.The agents add a few more details in the excel like:-

● Defining the Priority Level [ Low, Medium, High ]
● Ticket Status [ Open, In-Progress, Complete ]

After analysing the ticket and understanding the problem, agents have to define the
priority of the ticket in the excel for other team members/Team leads and Managers to

have a update on the same.

All the ticket statuses are updated by the agents as the take up the ticket. By default the
status is "New" and based on understanding they change the status of "In-Progress" and
start working on the ticket. After the resolution is provided by the agent, the status of
the ticket changes to "Complete".

Currently, ABC has simple logic behind the generation of ticket/complaint number. For
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