show % of properties in west per

call times when answered

• Evaluate n&a topics that are coming in. What can be pushed or fixed with extranet
• Moved Gold & Silver notes after hours to CS
• Graph of B/S&G up down per office
• Ideal 75% outbound / 25% inbound n&a
• Share #s with Sr ops and ask them to share weekly with their offices to show how much workload we are getting and what is being sent.

Video (5 mins)
N&A / post office - Ashley (5 mins)
Gatekeeper - Ash funnel efficiency - roll it in to GK - Building/Activating #s - trainings - were long because we are / can we move 15 mins (10-15 mins)
ADF - cs redirect, floorwalker, acccomodation, current %- Fel (10-15 mins)
• 90 agents in US trained on accommodation services (globally 300+) 24/7 support
• Overflow for silver and gold
• Jabber chat room
• Floorwalker
• Accommodation services training
• Phone huntline (not live) - like jabber within office hours.
• Escalation back to hotels department 26% (look at the wiki page)
• Biggest escalation - check the google doc. Related to R&A
• When sending out updates or group mails make sure cs knows as well, i.e. booking button
• Check the guidelines

SB Tool - Joyce - running 2 programs at the same time notes in 3 places don't know where we sit in the priority list (10mins)
DXI - Joyce some impact of rollout with teams not great time (1 slide) 5 mins
Roadshows when/who- Joyce (1 slide) 5mins

Pro- photographer - here or with Content

ADF (Bronze), SB Tool Update, DXI, Gatekeeping

Slides to use
• Evaluate n&a topics that are coming in. What can be pushed or fixed with extranet
• Moved Gold & Silver notes after hours to CS
• Graph of B/S&G up down per office
• Ideal 75% outbound / 25% inbound n&a
• Share #s with Sr ops and ask them to share weekly with their offices to show how much workload we are getting and what is being sent.

get # of calls forwarded

bi-monthly CS/HD calls with

Floorwalking - provide explanation of program / challenges and how we've learned from it

Accommodations services -

Discuss how to move forward with Bellevue office. in 6 months we will roll out the program and will then take what we've done in GRR/ORL and follow the same system in

Missed opportunities

background is copy of half of sb tool and copy of old reg tool

notes in 3 places, not carrying over

YTD DXI #s

Current observations

background - snapshot of dxi

44% In
52% Out
4% TIPT/Failed Calls

what have we already noticed

challenges: 7 area code prevented us from receiving calls for 2 weeks. finally found the problem and was fixed on 3/31

fortunately for US we can actually use the data we receive from



no wallboards