ROXAS – SYSTEM DOWNTIME (RAW)
| TM NAME | SHIFT DATE | START TIME | END TIME | ISSUE | REMARKS |
|---|---|---|---|---|---|
| Degala, Kent Lemuel | 12/20/2025 | 7:20 AM | 7:26 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | NA |
| Degala, Kent Lemuel | 12/20/2025 | 12:20 PM | 12:25 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | NA |
| Cabantugan, Herjie | 12/20/2025 | 11:45 AM | 11:49 AM | Citrix Disconnected/PDA/Denali Error- after Training Meeting | NA |
| Cabantugan, Herjie | 12/19/2025 | 11:45 AM | 11:49 AM | Citrix Disconnected/PDA/Denali Error- after Training Meeting | NA |
| Marcelino, Joselle | 12/19/2025 | 9:29 AM | 9:43 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/2025 Start Time End Time: 09:29-43AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): PDA DENALI ERROT AFTER Citrix Froze, no response from cx and got a chat after while in error Account Number: 6089479476929461365/1155774773123106367 Pod Number/Letter: 17/E Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: |
| Honrado, Kristel Danielle | 12/19/2025 | 9:41 AM | 10:00 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/2025 Start Time End Time: 9:41 AM - 10:00 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix Froze| Citrix Disconnected |During call up until end shift. Account Number: 1703444749592284613 | 1513447764685984929 Pod Number/Letter: 17/D Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: Assisted By: Coach Grace |
| Olanga, Jolimae | 12/19/2025 | 8:34 AM | 8:36 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: December 19, 2025 Start Time End Time: 8:34AM-8:36AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix froze while on call Account Number: 1765515722910577267 Pod Number/Letter: 19-F Production Floor: 5th Floor VPN Used: PHX GSD Ticket Number: Assisted by: Coach Tania |
| Esteban, Janelle | 12/19/2025 | 10:29 AM | 7:49 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | N/A |
| Matutina, Jovilyn | 12/19/2025 | 10:00 AM | 10:03 AM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Taladtad, Jelly Ann | 12/19/2025 | 8:15 AM | 8:33 AM | Citrix Froze - CONTACTS DISCONNECTED | no audio /call not disconnected/ vpn and citix disconnected |
| Dela Cruz, Mary Joy | 12/19/2025 | 8:26 AM | 8:35 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze / no audio / pda denali error / |
| Empeno, Alleah Camille | 12/19/2025 | 8:11 AM | 8:37 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix dc while on call |
| Degala, Jeanette | 12/18/2025 | 8:30 AM | 8:35 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix disconnected vpn disconnected contacts not diconnected no audio after |
| Cabantugan, Herjie | 12/20/2025 | 9:53 AM | 9:54 AM | Citrix Disconnected/PDA/Denali Error - after Break | NA |
| Demandaco, Cristy | 12/19/2025 | 7:50 AM | 7:55 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | while on lunch citrix disconnected |
| Pinaroyo, Rica Mae | 12/19/2025 | 4:05 AM | 4:07 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call |contact not disconnected |
| Chu, Kenny Lloyd | 12/19/2025 | 4:31 AM | 4:47 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call and call was not disconnected | assisted cx with no citrix |
| Bergorio, Vivian | 12/19/2025 | 4:44 AM | 4:58 AM | Citrix Disconnected/PDA/Denali Error - after Break | Kicked out from citrix while on break |
| Ombega, Joey | 12/19/2025 | 5:17 AM | 5:22 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | PDA/Denali error while on call |
| Arojado, Jay Ann | 12/19/2025 | 8:10 AM | 8:15 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Shift Date: December 19, 2025 Start Time End Time: 8:10 am -8:15 am Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): PDA/Denali error when I was about to go on ready Account Number: none Pod Number/Letter: 19-G Production Floor: 5th Floor VPN Used: PHX GSD Ticket Number: Assisted by: Coach Tania jaarojado | 432612 |
| Tulale, Mae Con | 12/19/2025 | 8:07 AM | 8:12 AM | Citrix Disconnected/PDA/Denali Error - after Break | Shift Date: December 19, 2025 Start Time End Time: 8:07 - 8:12 Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix froze while on break Account Number: 2301240212957091185 - endorse for CB Pod Number/Letter: 19-B Production Floor: 5th Floor VPN Used: PHX GSD Ticket Number: Assisted by: Coach TK |
| Aravejo, Shelomith | 12/19/2025 | 4:51 AM | 4:58 AM | Citrix Disconnected/PDA/Denali Error - after Break | PDA/denali error while on break. |
| Aravejo, Shelomith | 12/19/2025 | 4:27 AM | 4:36 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call. Call and Citrix got disconnected. |
| Pamati-an, John Lester | 12/19/2025 | 9:12 AM | 9:17 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Advised the tm to endorse the call for callback |
| Bajande, Jemima | 12/19/2025 | 4:34 AM | 4:36 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | PDA Error, Contacts disconnected |
| Gade, Micah Pearl Lyne | 12/19/2025 | 4:27 AM | 4:35 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze while the call is on hold and citrix got disconnected | finished assisting the customer and pulled up all tools in citrix then stamped on break |
| Dellava, Angelica Mae | 12/19/2025 | 8:30 AM | 8:39 AM | Avaya Issue - Freeze | N/A |
| Alayon, Alyn Joy | 12/19/2025 | 4:17 AM | 4:44 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Citrix Froze for quite a while /VPN Automatically Disconnected/ Reconnected. Advised to wait then instead go Outside Citrix to Disconnect VPN. Got Kicked Out of Citrix of Citrix After. Had to re launched Citrix and re pull up tools. VPN took so long to pull. |
| Arojado, Jay Ann | 12/19/2025 | 7:44 AM | 7:55 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: December 19, 2025 Start Time End Time: 7:44 am - 7:55 am Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix froze while on call, citrix disconnected ,call got disconnected Account Number: 2136912927785388831 - endorsed for call back Pod Number/Letter: 19-G Production Floor: 5th Floor VPN Used: PHX GSD Ticket Number: Assisted by: Coach Tania jaarojado | 432612 |
| Torre, Kin Bryan | 12/19/2025 | 8:25 AM | 9:11 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate's citrix froze while on call and he was kicked out but the call was not disconnected. Teammate assisted the customer resolve the concern but the after the call was ended teammate receive another call. |
| Didulo, Liezel | 12/19/2025 | 4:06 AM | 4:18 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call. Audio went back and continued the call. |
| Tulale, Mae Con | 12/19/2025 | 7:14 AM | 7:16 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: December 19, 2025 Start Time End Time: 7:14 - 7:16 Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix froz while on call, cx disconnected the call Account Number: 2301240212957091185 - endorse for CB Pod Number/Letter: 19-B Production Floor: 5th Floor VPN Used: PHX GSD Ticket Number: Assisted by: Coach Grace |
| Fajardo, Jayshell | 12/19/2025 | 1:39 AM | 1:52 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call. Contact disconnected |
| Arevalo, Jolina | 12/19/2025 | 8:25 AM | 8:07 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate's citriz froze while on call and then she was kicked out from it. Call was not disconnected. |
| Honrado, Kristel Danielle | 12/19/2025 | 6:45 AM | 7:10 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Shift Date: 12/19/2025 Start Time End Time: 6:45 AM - 7:10 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix Froze| Citrix Disconnected | had to set up Citrix after lunch. Account Number: 1595247653778468840 Pod Number/Letter: 17/D Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: Assisted By: WF Allen |
| Abong, Lester John | 12/19/2025 | 4:10 AM | 4:15 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call. Contact disconnected |
| Tenales, John Rey | 12/19/2025 | 2:50 AM | 3:15 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/2025 Start Time End Time: 02:50 AM to 03:15 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix froze while on call. call was not disconnected, another call was receive but no account pulled. Account Number: Pod Number/Letter: 23/D Production Floor: 5th floor VPN Used: PHX Assisted by Allen |
| Binag, Roxan Joy | 12/19/2025 | 4:06 AM | 4:10 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call. Lost audio so I initiated ghost spiel and disconnected the call. |
| Bueno, Patricia Nicole | 12/19/2025 | 4:05 AM | 4:07 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call. Contact disconnected |
| Flotildes, Realyn | 12/19/2025 | 3:15 AM | 3:42 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Shift Date: 12/19/2025 Start Time End Time: 3;15 AM 3:42 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix froze while on call. call was not disconnected 30 minutes on the first call. another call was receive but no account pulled. restart citrix and set up tools again. Account Number: 5583464919775808097 Pod Number/Letter: 18/D Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: EID :430580/ rflotildes assisted by coach grace |
| Demandaco, Cristy | 12/19/2025 | 3:35 AM | 3:45 AM | Citrix Froze - CONTACTS DISCONNECTED | while on call citrix freeze receive new call ghost spiel provided no call on PDA but call still on Avaya cannot end call. WF rhayne adv me to quit the Avaya pend logged out on PDA. have to pull out avaya again |
| Matutina, Jovilyn | 12/19/2025 | 8:05 AM | 8:22 AM | Avaya Issue - Freeze | N/A |
| Escalada, Johann Mikhail | 12/19/2025 | 8:30 AM | 8:49 AM | Citrix Froze - CONTACTS DISCONNECTED | Advised TM to restart Avaya and PDA. While waiting for avaya, pull up tools. |
| Bajande, Jemima | 12/19/2025 | 3:24 AM | 3:46 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze, Contacts disconnected |
| Mendoza, Ivie | 12/19/2025 | 7:39 AM | 7:48 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Restart citrix and re-pull up tools while waiting for others tools to launch. |
| Alayon, Alyn Joy | 12/19/2025 | 8:20 AM | 8:34 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Citrix Froze for quite a while /VPN Automatically Disconnected/ Reconnected. Got Kicked Out of Citrix Had to re launched Citrix and re pull up tools. VPN took so long to pull. |
| Gade, Micah Pearl Lyne | 12/19/2025 | 8:30 AM | 8:35 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | citrix froze while on ready | received PDA eror notice—restarted PDA and AVAYA |
| Chu, Kenny Lloyd | 12/19/2025 | 8:31 AM | 8:35 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and while on call | call disconnected |
| Alojado, Geoven | 12/19/2025 | 8:50 AM | 8:55 AM | Citrix Froze - CONTACTS DISCONNECTED | tm encountered a system issue. no audio. |
| Buhayo, Neil | 12/19/2025 | 8:32 AM | 8:34 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and while on call | call disconnected |
| Aravejo, Shelomith | 12/19/2025 | 8:30 AM | 8:41 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call. Call and Citrix got disconnected. |
| Graciadas, John Wilbert | 12/19/2025 | 5:45 AM | 5:56 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Advised TM to restart citrix and log in immediately, |
| Encina, Felix John | 12/19/2025 | 6:38 AM | 6:48 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Advised TM to restart citrix, pull-up tools while waiting for avaya to launch. |
| Bergorio, Vivian | 12/19/2025 | 8:38 AM | 8:43 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate reported that her citrix froze while she's on call | validated and assisted customer. |
| Marcelo, Johoney | 12/19/2025 | 8:17 AM | 8:36 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call. Teammate was kicked out from citrix but the call was not disconnected. |
| Osano, Jhenaline | 12/19/2025 | 8:20 AM | 8:29 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on ready. Teammate was kicked out from citrix and she needs to set up her citrix again. |
| Nadate, Jonnabell | 12/19/2025 | 8:06 AM | 8:13 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate's Citrix froze while on call. The call was not disconnected. |
| Zante, Chim Neo | 12/19/2025 | 7:29 AM | 7:36 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | N/A |
| Celino, Chriselle | 12/19/2025 | 5:48 AM | 6:00 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Advised TM to repull-up tools made sure that the TM logs in asap. |
| Labrador, Rachel | 12/19/2025 | 7:25 AM | 7:28 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix disconnected vpn disconnected contacts not diconnected no audio after |
| Juarez, Andrei | 12/19/2025 | 7:25 AM | 7:39 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | N/A |
| Bandellon, Razel Ann | 12/19/2025 | 7:15 AM | 7:45 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | N/A |
| Abayon, Madge | 12/19/2025 | 1:35 AM | 2:04 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Advised TM to restart PDA and other tools affected. Leave note to acc. Wait for avaya to load and stamp on ready. |
| Oloroso, Mark Bryan | 12/19/2025 | 8:26 AM | 8:28 AM | Citrix Froze - CONTACTS DISCONNECTED | CITRIX FROZE/ CONTACT DISCONNECTED |
| Bacarro, Hanna Khate | 12/19/2025 | 8:15 AM | 8:27 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix disconnected: contact not disconnected but cannot hear the cx anymore: ghost spiel |
| Deocampo, Kelvin James | 12/19/2025 | 8:27 AM | 8:32 AM | No Audio - PDA/ other tools still functional | tm did a ghost spiel. no audio. |
| Dela Cruz, Dongie | 12/19/2025 | 7:27 AM | 7:42 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | N/A |
| Baure, Nika Jeane | 12/19/2025 | 8:03 AM | 8:19 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Bergorio, Vivian | 12/19/2025 | 4:32 AM | 4:58 AM | Citrix Disconnected/PDA/Denali Error - after Break | Advised TM to pull-up tools again. |
| Bunol, Alvin Joshua | 12/19/2025 | 7:14 AM | 7:28 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | n/a |
| Pamati-an, John Lester | 12/19/2025 | 8:16 AM | 8:18 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Isada, Ayessa | 12/19/2025 | 8:10 AM | 8:24 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | N/A |
| Cordova, Jayvin | 12/19/2025 | 7:56 AM | 8:14 AM | Citrix Froze - CONTACTS DISCONNECTED | PDA Froze // Call disconnected // Citrix closed |
| Briones, Andrea Mean | 12/19/2025 | 8:10 AM | 8:22 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Catalan, Jowelyn | 12/19/2025 | 8:05 AM | 8:06 AM | Citrix Froze - CONTACTS DISCONNECTED | PDA issue |
| Celino, Ar Brian | 12/19/2025 | 8:06 AM | 8:15 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Julian, Kristine Rose | 12/19/2025 | 7:28 AM | 7:41 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Esportuno, John Paul | 12/19/2025 | 7:30 AM | 7:40 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Espinosa Jr, Mervin | 12/19/2025 | 2:39 AM | 2:47 AM | Avaya Issue - Freeze | Advised Tm to pull up tools while waiting for the avaya to load. |
| Matutina, Jovilyn | 12/02/2025 | 6:05 AM | 6:15 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | n/a |
| Dizon, Arnel | 12/19/2025 | 7:35 AM | 7:40 AM | No Audio - PDA/ other tools still functional | n/a |
| Julian, Kristine Rose | 12/19/2025 | 5:54 AM | 6:03 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | N/A |
| Dizon, Arnel | 12/19/2025 | 3:48 AM | 4:09 AM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Bengan, Aicyl | 12/19/2025 | 5:41 AM | 6:30 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Huenda, Gracelle Ann | 12/19/2025 | 5:43 AM | 5:53 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Badillo, Bernard Luis | 12/19/2025 | 5:52 AM | 6:01 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Casimero, Ma Jonaville | 12/19/2025 | 7:45 AM | 7:56 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Citrix Froze while on IBC with 6060215404607505566. Call got disconnected. PDA on ready but Avaya has active call unable to end it. Reported to WF Allen. Forced quit Avaya and PDA. Relaunched Avaya (taking time to load) and PDA and stamp ready. |
| Ocana, Keth David | 12/19/2025 | 7:35 AM | 7:48 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Garcia, Christian Paul | 12/19/2025 | 5:50 AM | 5:56 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | N/A |
| Duabe, Danica Faye | 12/19/2025 | 7:27 AM | 7:43 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Citrix froze 07:27 AM during IBC, cx is on hold. PDA error, was able to continue assisting Cx until 07:39 AM. Call DC while assisting Cx: 5335310189876468886, restarted PDA. |
| Bordan, Rielyn Mae | 12/19/2025 | 7:16 AM | 7:23 AM | Citrix Froze - CONTACTS DISCONNECTED | PDA error call disconnected by pda |
| Celeste, Airene Mae | 12/19/2025 | 5:43 AM | 5:56 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | N/A |
| Algarne, Roby Jean | 12/19/2025 | 6:40 AM | 6:50 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrrix Freeze // kicked out |
| Macaculop, Chona | 12/19/2025 | 1:43 AM | 1:54 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Donato, Elizabeth | 12/19/2025 | 7:28 AM | 7:36 AM | Citrix Froze - CONTACTS DISCONNECTED | PDA error while on ready at 07:28 AM another call came in but ghost call.disconneced VPN and re login again successfully at 07:36 AM |
| Valencia, Nieza Joy | 12/19/2025 | 7:56 AM | 7:58 AM | Citrix Froze - CONTACTS DISCONNECTED | PDA Froze // error |
| Magbanua, Ailyn | 12/19/2025 | 7:33 AM | 7:41 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | CITRIX DISCONNECTED WHILE ON LUNCH |
| Tanuyan, Zephamor Borrish | 12/19/2025 | 6:24 AM | 6:33 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Olisco, Divine | 12/19/2025 | 5:44 AM | 5:52 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Macaculop, Chona | 12/19/2025 | 5:45 AM | 5:56 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Berry, Jean | 12/19/2025 | 5:36 AM | 5:46 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix disconnected need to set up again. |
| Viejo, Jerilee | 12/19/2025 | 6:10 AM | 6:16 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Restart PDA /AVAYA loading |
| Delos Santos, Hubert Clifford | 12/19/2025 | 6:38 AM | 6:40 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix disconnected PDA error |
| Esporma, Hannah Mae | 12/19/2025 | 5:49 AM | 5:51 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Alabe, Jason | 12/19/2025 | 5:52 AM | 5:56 AM | Citrix Latency - Change Citrix Server | N/A |
| Torre, Kin Bryan | 12/19/2025 | 4:24 AM | 4:43 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate's citrix froze while on call. Teammate was kicked out from citrix. Teammate need to set up his citrix and tools to continue assisting the customer and then his PDA after the call. |
| Arboleda Jr, Arnel | 12/19/2025 | 5:30 AM | 5:46 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Colesio, Edberg | 12/19/2025 | 4:08 AM | 4:24 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate's citrix froze while on call. Teammate was kicked out from citrix so teammate needs to pull-up another citrix and set his PDA again. Call was not disconnected. |
| Iguin, Harlyn Mae | 12/19/2025 | 7:29 AM | 7:37 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | CITRIX DISCONNECTED WHILE ON LUNCH |
| Dayalo, Czarina Joy | 12/17/2025 | 6:15 AM | 7:46 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | TM experience a downtime. citrix kicked out due to planned maintenance. Can't login after multiple attempts. Advised Tm to take her lunch w/o stamping to PDA to adhere the schedule then set up again when she gets back. Restarted citrix session |
| Abrica, Apollo | 12/19/2025 | 6:03 AM | 6:17 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Kicked out of citrix and had to pull it up again. Teammate has an active call. |
| Cartujano, David | 12/19/2025 | 5:29 AM | 5:38 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Bautista, Ma Margil | 12/19/2025 | 2:40 AM | 2:49 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and was kicked| unable to hear response from cx| Had to restart Citrix, AVAYA and PDA. |
| Equinan, Jelame | 12/19/2025 | 5:32 AM | 5:34 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Marcelo, Johoney | 12/19/2025 | 4:11 AM | 4:27 AM | Citrix Disconnected/PDA/Denali Error - after Break | PDA error while on break |
| Magdaluyo, Claire Mae | 12/19/2025 | 7:20 AM | 7:29 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | TM experienced a citrix kicked out while on call. restarted citrix after |
| Resurreccion, Rodel John | 12/19/2025 | 7:34 AM | 7:36 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | PDA error while on lunch |
| Almasol, Shaira Rose | 12/19/2025 | 5:16 AM | 5:25 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze cannot hear cx, Citrix kicked out and restart Citrix. |
| Arroyo, Jevine France | 12/19/2025 | 7:13 AM | 7:22 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | PDA error while on ready at 07:13 AM. Disconnected VPN to avoid being kicked out from Citrix then signed in to VPN again but unable to sign in to Avaya and it disconnected at 07:15 AM then received guest chat. Repulled up Avaya and was able to sign in at 07:16 AM continued assisting guest chat. Cx left the conversation and ended message at 07:22 AM then immediately stamped on ready |
| Marcelo, Johoney | 12/19/2025 | 4:25 PM | 4:27 PM | Citrix Disconnected/PDA/Denali Error - after Break | PDA error while on break |
| Esporma, Hannah Mae | 12/19/2025 | 1:46 AM | 1:50 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | N/A |
| Cadigal, Christopher | 12/19/2025 | 5:37 AM | 5:52 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Kicked out of citrix and had to pull it up again. Teammate has an active call. |
| Teodosio, Angelica | 12/19/2025 | 7:16 AM | 7:23 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experienced a downtime during chat. responded to chat first then restart PDA |
| Estrella, Joyce | 12/19/2025 | 5:43 AM | 5:50 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Kicked out of citrix and had to pull it up again. Teammate has an active call. |
| Discutido, Karen Grace | 12/19/2025 | 7:12 AM | 7:20 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experienced a downtime while on call. Citrix kicked out finished the call then restarted citrix |
| Peral Jr, Teodolfo | 12/19/2025 | 5:52 AM | 5:58 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Kicked out of citrix and had to pull it up again. Teammate has an active call. |
| Parreno, Mark Anthony | 12/19/2025 | 5:50 AM | 5:59 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Kicked out of citrix and had to pull it up again. Teammate has an active call. |
| Ariaga, Trixie | 12/19/2025 | 5:35 AM | 5:48 AM | Citrix Froze - CONTACTS DISCONNECTED | Kicked out of citrix and had to pull it up again. Teammate has an active call but then cx disconnected |
| Castro, Nyl John | 12/19/2025 | 5:36 AM | 6:16 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Ticket Number: IMS0825252Citrix Froze-Teammate was unable to click anything on screen until she was kicked out from Citrix but the Customer was still active in AVAYA. The teammate continued to assist the customer. After the call, the teammate had difficulty with Pulling his AVAYA because it was taking too long (>10 minutes had already passed and AVAYA still hasn't pulled up) and was receiving an error "Log In Failed" when connecting to VPN. We had to Restart his PC. I asked assistance from Coach Encel and WF Allen. |
| Arconada, Eva | 12/19/2025 | 7:13 AM | 7:19 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experienced a citrix froze while on ready. restarted citrix |
| Resurreccion, Rodel John | 12/19/2025 | 4:18 AM | 4:20 AM | Citrix Disconnected/PDA/Denali Error - after Break | PDA error while on Break |
| Nadate, Jonnabell | 12/19/2025 | 4:06 AM | 4:12 AM | Citrix Disconnected/PDA/Denali Error - after Break | PDA error while on Break |
| Candido, Rhea Mae | 12/19/2025 | 7:15 AM | 7:20 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experienced a system down time while on ready restarted citrix |
| Iguin, Harlyn Mae | 12/19/2025 | 3:15 AM | 3:19 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call. |
| Bernas, Michael | 12/19/2025 | 7:17 AM | 7:20 AM | Avaya Issue - Freeze | AVAYA ISSUE |
| Bocala, John Loyd | 12/19/2025 | 7:13 AM | 7:16 AM | Citrix Froze - CONTACTS DISCONNECTED | TM experience a citrix froze while on call. |
| Abajar, Allysa | 12/19/2025 | 5:51 AM | 5:59 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Kicked out of citrix and had to pull it up again. Teammate has an active call. |
| Resurreccion, Rodel John | 12/19/2025 | 2:57 AM | 3:04 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call. Call did not disconnect. |
| Magbanua, Ailyn | 12/19/2025 | 3:01 AM | 3:05 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Froze Contacts Disconnected |
| Fiecas, Peache | 12/19/2025 | 5:42 AM | 5:46 AM | Citrix Froze - CONTACTS DISCONNECTED | the issue has been resolved. |
| Delfin, Vanneza | 12/19/2025 | 7:08 AM | 7:09 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM changed station |
| Abool, Mary Gloden | 12/19/2025 | 5:37 AM | 5:51 AM | Citrix Froze - CONTACTS DISCONNECTED | the issue has been resolved. |
| Ebuna, Ckim Wesley | 12/19/2025 | 5:40 AM | 5:49 AM | Citrix Froze - CONTACTS DISCONNECTED | the issue has been resolved. |
| Demandaco, Cristy | 12/19/2025 | 3:35 AM | 3:45 AM | Citrix Froze - CONTACTS DISCONNECTED | Advised TM to restart avaya since citrix is fine after it got stuck/froze. |
| Tambong, Levi | 12/19/2025 | 5:54 AM | 6:07 AM | Citrix Froze - CONTACTS DISCONNECTED | the issue has been resolved. |
| Diaz, Frenmar | 12/19/2025 | 5:47 AM | 6:03 AM | Citrix Froze - CONTACTS DISCONNECTED | the issue has been resolved. |
| Ambay, Anne Nicole | 12/19/2025 | 5:45 AM | 6:03 AM | Avaya Issue - Freeze | the issue has been resolved. |
| Fajardo, Jayshell | 12/19/2025 | 1:39 AM | 1:52 AM | Citrix Froze - CONTACTS DISCONNECTED | Advised TM to repull-up tools again. Put note on the account and endorse for callback |
| Honrado, Kristel Danielle | 12/19/2025 | 6:45 AM | 7:10 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | TM experienced a downtime from 5:39 AM, already stamped on pending lunch, citrix got kicked out but the call is still on Avaya until 6:45. call got disconnected. TM restarted citrix when get back from lunch. |
| Majen, Jenylyn | 12/19/2025 | 5:33 AM | 5:47 AM | Citrix Froze - CONTACTS DISCONNECTED | the issue has been resolved. |
| Rescate, Paul Jensen | 12/19/2025 | 5:37 AM | 5:47 AM | Citrix Froze - CONTACTS DISCONNECTED | the issue has been resolved. |
| Rance, Clem | 12/19/2025 | 6:05 AM | 6:15 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | System Freeze | PDA Error | Restart Tools |
| Tondo, Joshua | 12/19/2025 | 5:43 AM | 6:03 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | citrix froze and disconnected while on Lunch, need to pull up tools again| |
| Ledesma, John Patrick | 12/19/2025 | 5:33 AM | 5:43 AM | Avaya Issue - Freeze | the issue has been resolved. |
| Lingco, Rollene | 12/19/2025 | 3:00 AM | 3:25 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix disconnected and kicked out while on call | need to restart the citrix and pull up tools again | encountered delayed pulling up tools |
| Mercado, Rozeth | 12/19/2025 | 4:29 AM | 4:51 AM | Citrix Disconnected/PDA/Denali Error - after Break | the issue has been resolved. |
| Algoso, Kyla Joy | 12/19/2025 | 5:45 AM | 6:37 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Tm experienced a downtime during lunch. Citrix froze, PDA error |
| Mayo, Emie Rose | 12/19/2025 | 5:48 AM | 5:57 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Citrix froze and Avaya was disconnected while on ready. |
| Estialbo, Rochilyn Joy | 12/19/2025 | 6:21 AM | 6:24 AM | Citrix Disconnected/PDA/Denali Error - after Break | the issue has been resolved |
| Alvero, Eleandro | 12/19/2025 | 6:38 AM | 6:53 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Advised TM to repull-up tools that got affected. Assist customer while pulling up tools. |
| Acejo, Aljune Mike | 12/19/2025 | 5:48 AM | 5:55 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Citrix freeze and PDA/Denali Error after lunch |
| Duabe, Danica Faye | 12/19/2025 | 3:24 AM | 3:40 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Changed Station from 5E to 23F as advised by WF. Citrix didn't mirror. restarted session then set up tools |
| Floro, Claire Jacynth | 12/19/2025 | 5:41 AM | 5:54 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Kicked out of Citrix after lunch |
| Liganzon, John Loren | 12/19/2025 | 5:36 AM | 5:46 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Kicked out of citrix and had to pull it up again. Teammate has an active call. |
| Aurelio, Jen Rose | 12/19/2025 | 5:33 AM | 5:44 AM | Citrix Froze - CONTACTS DISCONNECTED | the issue has been resolved. |
| Bisnar, Ma Lucevie | 12/19/2025 | 2:02 AM | 2:13 AM | Avaya Issue - Freeze | Citrix froze, avaya error. |
| Quinton, Quenne | 12/19/2025 | 5:39 AM | 5:46 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Citrix disconnected while on Lunch / Had to restart all tools |
| Bisnar, Ma Lucevie | 12/19/2025 | 3:52 AM | 4:03 AM | Avaya Issue - Freeze | Citrix froze, avaya error. Need to change station |
| Deslate, Krezzel | 12/19/2025 | 5:40 AM | 5:49 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | citrix froze and pda error- citrix kick out- all tools removed -while on lunch |
| Daliva, Rinalin | 12/19/2025 | 5:33 AM | 5:55 AM | Avaya Issue - Freeze | the issue has been resolved. |
| Basas, Gerlyn | 12/19/2025 | 3:27 AM | 3:57 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Change POD from 11-D to 23-E. Unable to log back in to Citrix. Avaya is taking so long to be pulled up. Reported to WF Allen. Reboot PC and Relaunched VPN and Avaya. Cloud Reset and re-pulled tools being monitored by WF. Ask for ticket number as well. Stamp lunch after. |
| Jamelarin, Uziel Ann | 12/19/2025 | 3:43 AM | 3:55 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | PDA Denali went error while on active call, call suddenly disconnected. Change Station |
| Arrobang, Juliena Rose | 12/19/2025 | 5:42 AM | 5:51 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Kicked out of citrix and had to pull it up again. Teammate has an active call. |
| Buala, Kristine Grace | 12/19/2025 | 5:46 AM | 5:50 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | PDA DENALLI ERRROR WHILE GETTING BACK FROM LUNCH |
| Azarcon, RJ Timothy | 12/19/2025 | 6:16 AM | 6:18 AM | Citrix Latency - Change Citrix Server | latency issue |
| Alvero, Eleandro | 12/19/2025 | 2:42 AM | 2:50 AM | Citrix Froze - CONTACTS DISCONNECTED | Advised TM to wait for Avaya since it can take time to launch. While waiting repull-up other tools. |
| Formelos, Diana Joy | 12/19/2025 | 5:33 AM | 5:43 AM | Avaya Issue - Freeze | the issue has been resolved. |
| Procalla, Vincent Albert | 12/19/2025 | 5:42 AM | 5:45 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Kicked out of citrix and had to pull it up again. Teammate has an active call. |
| Virgo, Jeniebabes | 12/19/2025 | 4:57 AM | 5:18 AM | Citrix Latency - Change Citrix Server | Unable to pull up all request tracker including boost resolve, request tracker, escalation tracker. Reported to TL Fred and coach Grace. Advise to stamp on logout while on lunch. Advised to sign out to citrix and do cloud reset. Relogged in again after cloud reset. Attempt to pull up tracker again, but still keeps on loading, reported to WF Allen, and fix the issue, then tracker was now showing up. Pull up PDA stamp on logout and stamp back to ready. |
| Olivas, Johanna | 12/19/2025 | 5:33 AM | 5:43 AM | Avaya Issue - Freeze | the issue has been resolved. |
| Basas, Gerlyn | 12/19/2025 | 4:47 AM | 5:20 AM | Citrix Latency - Change Citrix Server | unable to pull up all request tracker including boost resolve, request tracker, escalation tracker. Reported to TL Fred and TL Grace. Advise to stamp on logout while on lunch. Advised to sign out to citrix and do cloud reset. Relogged in again after cloud reset. Attempt to pull up tracker again, but still keeps on loading, reported to WF Allen, and fix the issue, then tracker was now showing up. Pull up PDA stamp on logout and stamp back to ready. |
| Lariza, Angelica | 12/19/2025 | 3:33 AM | 3:53 AM | Citrix Latency - Change Citrix Server | Transferred Station || Avaya would not pull up |
| Candelario, Jenesa | 12/19/2025 | 2:04 AM | 2:11 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Advised TM to restart avaya and pda once citrix is no longer stuck. |
| Azarraga V, Joselito | 12/19/2025 | 3:35 AM | 4:00 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Transferred Station || Tools and PDA would not pull up || Right before Lunch |
| Diestro, John Isaac | 12/19/2025 | 5:32 AM | 5:10 AM | Avaya Issue - Freeze | the issue has been resolved. |
| Alojado, Geoven | 12/19/2025 | 2:19 AM | 2:27 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assist him to finish the customer, then restart all the tools and let him stamp ready again |
| Tariao, John David | 12/19/2025 | 4:44 AM | 5:10 AM | Citrix Disconnected/PDA/Denali Error - after Break | the issue has been resolved. |
| Virgo, Jeniebabes | 12/19/2025 | 3:30 AM | 4:00 AM | Citrix Latency - Change Citrix Server | Change station. Attempted to login but was rerouted to restart citrix. Click restart, re login again, pull up all tools, wait for the tools to reload, as it keeps on loading. Then pull up PDA and stamp on lunch. |
| Casimero, Ma Jonaville | 12/19/2025 | 3:20 AM | 3:55 AM | Citrix Latency - Change Citrix Server | Change POD from 12-B to 23-E. Unable to log back in to Citrix. Avaya is taking so long to be pulled up. Reported to WF Allen. Reboot PC and Relaunched VPN and Avaya. Cloud Reset and re-pulled tools being monitored by WF. Ask for ticket number as well. Stamp lunch after. |
| Galleno, Mark | 12/19/2025 | 6:24 AM | 6:32 AM | Citrix Froze - CONTACTS DISCONNECTED | TM experienced a downtime while on call got kicked out of citrix. Delivered ghost spiel. Set tools again |
| Aguilar, Lovely | 12/19/2025 | 3:25 AM | 3:50 AM | Citrix Latency - Change Citrix Server | PDA keep on loading l tm use other ciitrix but still the same l tm needs to restart PC l tm pulled up all |
| Vista, Bernie | 12/19/2025 | 3:30 AM | 3:50 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | PDA keep on loading l tm use other ciitrix but still the same l tm needs to restart PC l tm pulled up all |
| Beluso, Jhenice | 12/19/2025 | 5:25 AM | 5:34 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | n/a |
| Donato, Elizabeth | 12/19/2025 | 3:30 AM | 3:40 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Changed station |
| Atiga, Jessa | 12/19/2025 | 6:02 AM | 6:08 AM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Vista, Bernie | 12/19/2025 | 1:55 AM | 2:00 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | PDA went error |
| Atiga, Jessa | 12/19/2025 | 2:10 AM | 2:14 AM | Citrix Disconnected/PDA/Denali Error - after Break | n/a |
| Villanueva, Gerlyn | 12/19/2025 | 3:25 AM | 3:45 AM | Citrix Latency - Change Citrix Server | Transfer station |
| Miranda, Kyle Heaven | 12/19/2025 | 12:25 AM | 12:40 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | n/a |
| Tayco, Khevin | 12/19/2025 | 5:42 AM | 5:48 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | 1947671680524672345Kicked out of citrix and had to pull it up again. Teammate has an active call. |
| Teodosio, Angelica | 12/19/2025 | 3:20 AM | 3:35 AM | Citrix Latency - Change Citrix Server | Changed station from 4b to 28F |
| Bunol, Alvin Joshua | 12/19/2025 | 11:55 PM | 12:21 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | n/a |
| Arroyo, Jevine France | 12/19/2025 | 3:10 AM | 3:20 AM | Citrix Latency - Change Citrix Server | Changed POD station from 4-G to 28-A. Unable to login to Citrix. Restarted Citrix. All tools disconnected. Pulled up Denali and stamped on ready by 03:20 AM |
| Formelos, Diana Joy | 12/19/2025 | 4:30 AM | 4:48 AM | Citrix Disconnected/PDA/Denali Error - after Break | the issue has been resolved. |
| Jamelarin, Uziel Ann | 12/19/2025 | 2:15 AM | 2:25 AM | Citrix Froze - CONTACTS DISCONNECTED | Avaya Freeze while on active call \ PDA denali went on error and contact disconnected - Limitation Inquiry helping cx to appeal asking for POI but call disconnected |
| Anisco, Jannah Gift | 12/19/2025 | 6:20 AM | 6:22 AM | Citrix Disconnected/PDA/Denali Error - after Break | PDA error after break |
| Arconada, Eva | 12/19/2025 | 12:05 AM | 12:15 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Froze while on chat |
| Protasio, Jay Paulo | 12/19/2025 | 5:45 AM | 6:09 AM | Avaya Issue - Freeze | teammate avaya extension shows log in to another place, ask assistance from TL encel and WF allen |
| Daniel, Mark Jojit | 12/19/2025 | 6:11 AM | 6:17 AM | Avaya Issue - Freeze | Restart PDA /AVAYA |
| Galleno, Mark | 12/19/2025 | 2:22 AM | 2:32 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze and disconnected while on call. Had to restart PC since icons are no longer clickable. |
| Artates, Gemma | 12/19/2025 | 5:41 AM | 5:58 AM | Avaya Issue - Freeze | Rapid response from direct support is present to assist teammate get back on ready immediately |
| Discutido, Karen Grace | 12/19/2025 | 1:30 AM | 1:40 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on async | kickout of citrix | need to restart and repull up tools | contact disconnected |
| Abrise, Fatima | 12/19/2025 | 6:09 AM | 6:15 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Kicked out from Citrix while on Lunch. Restart tools. VPN: PHX |
| Majen, Jenylyn | 12/19/2025 | 2:10 AM | 2:18 AM | Avaya Issue - Freeze | The issue has been resolved. |
| Alcos, Jenny | 12/19/2025 | 5:57 AM | 6:08 AM | Citrix Froze - CONTACTS DISCONNECTED | PDA error//citrix logged out |
| Casimero, Ma Jonaville | 12/19/2025 | 1:20 AM | 1:35 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Froze/PDA error while on IBC with 5610361393628370015. Call got disconnected. Relaunched VPN, Avaya and PDA. |
| Hermosisima, Zacharie James | 12/19/2025 | 4:39 AM | 4:55 AM | Citrix Froze - CONTACTS DISCONNECTED | assisted the tm. |
| Azarraga V, Joselito | 12/19/2025 | 12:35 AM | 1:00 AM | Citrix Latency - Change Citrix Server | Tools would not load / Restarting Citrix / Switched to multiple servers |
| Esparagoza, Shiela Mae | 12/19/2025 | 12:20 AM | 12:35 AM | Avaya Issue - Freeze | Citrix froze/Avaya error while assisting an inbound call 6064152058407278137. |
| Duran, Louella | 12/19/2025 | 6:02 AM | 6:08 AM | Avaya Issue - Freeze | Avaya Error |
| Villas, Neca | 12/19/2025 | 5:31 AM | 5:59 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Tm had to set up her tools again while on call |
| Salgado, Bryan Steven | 12/19/2025 | 5:39 AM | 5:52 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Endorsed the call for callback |
| Uadan Jr, Richard | 12/19/2025 | 5:57 AM | 5:56 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix disconnected (contact not disconnected) |
| Aguilar, Lovely | 12/19/2025 | 11:30 PM | 12:20 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Contact tracking keeps on loading, tried multiple citrix already. |
| Teodosio, Angelica | 12/19/2025 | 11:50 PM | 12:10 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze and connection has been lost. tried to change citrix but other citrix are not loading. reboot PC. was able to log in to citrix. Repulled up VPN and AVAYA. was able to stamp on ready by 12:09 AM |
| Azarraga V, Joselito | 12/19/2025 | 12:35 AM | 1:50 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Tools would not load / Restarting Citrix / Switched to multiple servers |
| Francisco, Patricia Ann | 12/19/2025 | 5:36 PM | 5:54 PM | Citrix Froze - CONTACTS DISCONNECTED | Ghost spiel talking points was provided and endorsed the call for callback |
| Donato, Elizabeth | 12/19/2025 | 10:40 PM | 10:50 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Unable to pull-up tools || All browsers loading. Advised to change Citrix and re-pull up tools. |
| Iglesias, Roldan | 12/19/2025 | 5:57 AM | 6:04 AM | Citrix Froze - CONTACTS DISCONNECTED | was assisted by Mentor Kimbert |
| Azarcon, RJ Timothy | 12/19/2025 | 5:42 AM | 6:02 AM | Citrix Froze - CONTACTS DISCONNECTED | teammate was assisted by Mentor Kimbert |
| Arconada, Eva | 12/19/2025 | 10:00 PM | 10:30 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Unable to pull-up tools | PDA access denied |
| Azarraga V, Joselito | 12/19/2025 | 5:06 AM | 5:50 AM | Citrix Latency - Change Citrix Server | TM experienced a downtime wherein tools for realtime tracking is not loading agter multiple attempts to change citrix server, reboot PC, restart citrix session. To not make it any longer, advise TM to endorse the tracking of account number to coach then go on ready. |
| Tuyay, Shantal | 12/19/2025 | 5:42 AM | 5:57 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | restarted Citrix | pulled up all tools |
| Jore, Paul Vincent | 12/19/2025 | 5:43 AM | 5:56 AM | Citrix Froze - CONTACTS DISCONNECTED | Logged out from Citrix. Call disconnected |
| Bernas, Michael | 12/19/2025 | 5:42 AM | 5:45 AM | Citrix Froze - CONTACTS DISCONNECTED | kick out from citrix rapid response by Coach gavino |
| Vista, Bernie | 12/19/2025 | 4:50 AM | 4:58 AM | No Audio - PDA/ other tools still functional | Teammate cannot hear the customer on the other line. AVAYA has been fixed but still, no audio from the customer. Advised to change station. |
| Villanueva, Gerlyn | 12/19/2025 | 10:05 PM | 10:30 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Unable to pull-up tools and keeps on loading. Got an error in avaya. |
| Bisnar, Ma Lucevie | 12/19/2025 | 10:05 PM | 10:10 PM | Avaya Issue - Freeze | Citrix froze, avaya error. |
| Barnachea, Joanna Felisa | 12/19/2025 | 5:43 AM | 5:47 AM | Avaya Issue - Freeze | rapid response by coach Gavino Avaya issue |
| Segundine, Jofrey | 12/19/2025 | 5:46 AM | 5:51 AM | Citrix Froze - CONTACTS DISCONNECTED | rapid response by coach gavin |
| Tenales, John Rey | 12/19/2025 | 2:50 AM | 3:15 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experienced a down time during POD transfer. Citrix didn't mirror and keeps getting kicked out when logging. there's a successful login but the applications were not pulling up |
| Sta Romana, Kimberley | 12/19/2025 | 5:45 AM | 5:50 AM | Avaya Issue - Freeze | Citrix Froze and Avaya Disconnected, rapid response by coach Gavino |
| Valle, Marchelle | 12/19/2025 | 5:45 AM | 5:47 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze contact disconnected, rapid response by coach Gavino |
| Olanga, Jolimae | 12/19/2025 | 4:34 AM | 4:49 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: Dec 19, 2025 Start Time: 4:34AM End Time: 4:49AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Frozen screen and got kicked out from Citrix Account Number:2231365549173941469 Pod Number/Letter: 19|F Production Floor: 5thfloor VPN Used: PHX GSD Ticket Number: Assisted by: Coach Tania |
| Escalada, Jacene Joy | 12/18/2025 | 1:53 AM | 2:14 AM | Citrix Froze - CONTACTS DISCONNECTED | Kicked out of citrix while on call, lost audio need to restart citrix |
| Hermosisima, Maria Finah | 12/19/2025 | 4:21 AM | 4:31 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/2025 Start Time End Time: 04:21 AM to 04:31 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix froze while on call. call was not disconnected, another call was receive but no account pulled. Account Number: 1465652161431345136 5324008716302412277 Pod Number/Letter: 22/C Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: EID :432389/ mhermosisima assisted by TL John |
| Dela Cruz, Kyle Christian | 12/19/2025 | 5:38 AM | 5:44 AM | Avaya Issue - Freeze | Citrix Froze and Avaya got freeze, rapid response activated by coach Gavino |
| Marcelino, Joselle | 12/19/2025 | 3:48 AM | 3:59 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/2025 Start Time End Time: 03:48-03:59 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): PDA DENALI ERROT AFTER Citrix Froze Account Number: 2035851407167260787 Pod Number/Letter: 17/E Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: |
| Arnaiz, Leandra Mae | 12/19/2025 | 5:39 AM | 5:43 AM | Citrix Froze - CONTACTS DISCONNECTED | teammate was assisted by Coach Gavino as a rapid response |
| Tulale, Mae Con | 12/19/2025 | 3:14 AM | 3:27 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: December 19, 2025 Start Time End Time: 3:14 - 03:27 Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix disconnected while on call, can't hear cx, restart citrix Account Number: 1652452260075286749 - endorse for CB Pod Number/Letter: 19-B Production Floor: 5th Floor VPN Used: PHX GSD Ticket Number: Assisted by: WF Allen mtulale - 431971 |
| Palomo, John Paul | 12/19/2025 | 3:35 AM | 3:48 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/2025 Start Time End Time: 3:35 PM - 3:48 PM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix Froze and call got disconnected / Cx has no response / Ghost Spiel Account Number: 5509004018819209529 Pod Number/Letter: 19/E Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: Assisted by: Coach Grace |
| Pamati-an, John Lester | 12/19/2025 | 5:18 AM | 5:26 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | N/A |
| Isada, Ayessa | 12/19/2025 | 5:11 AM | 5:18 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | N/A |
| Discutido, Karen Grace | 12/17/2025 | 12:55 AM | 1:10 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while OBC | Kick out of Citrix and can no longer hear the cx on the other line | Restarted and re-pull up |
| Escalada, Johann Mikhail | 12/19/2025 | 4:28 AM | 4:42 AM | Avaya Issue - Freeze | N/A |
| Barrera, Bonnie Andrew | 12/19/2025 | 4:32 AM | 4:36 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | n/a |
| Parohinog, Reynan | 12/19/2025 | 5:06 AM | 5:15 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Bocala, John Loyd | 12/17/2025 | 12:55 AM | 1:10 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | NA |
| Duno, Edgar Louise | 12/19/2025 | 4:15 AM | 4:30 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Let him pull up AZURE to cater the customer then let him restart and stamp on ready |
| Dela Cruz, Mary Joy | 12/19/2025 | 4:22 AM | 4:34 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and logged out , had to set up Avaya |
| Azarcon, RJ Timothy | 12/19/2025 | 1:44 AM | 2:06 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Advised TM to restart PDA and Avaya. |
| Borda, Lourgene | 12/19/2025 | 1:50 AM | 2:00 AM | Avaya Issue - Freeze | Advised TM to restart Avaya and affected tools. |
| Espejo, Renalyn | 12/19/2025 | 4:10 AM | 4:13 PM | No Audio - PDA/ other tools still functional | Avaya froze call not disconnected. No audio provided ghost spiel. |
| Esporma, Hannah Mae | 12/19/2025 | 1:46 AM | 1:50 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Advised TM to wait for Citrix to go back to its normal state and restart the PDA and Avaya. |
| Bengan, Aicyl | 12/19/2025 | 1:36 AM | 1:57 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Denosta, Aprilyn | 12/19/2025 | 3:21 AM | 3:31 AM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Esparagoza, Shiela Mae | 12/19/2025 | 4:43 AM | 4:57 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | PDA error while on lunch. |
| Tolentino, Realyn | 12/19/2025 | 4:47 AM | 4:53 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Restart Citrix, Restart PDA/ Reset-up Tools |
| Albay, Cymon | 12/19/2025 | 4:32 AM | 4:42 AM | Citrix Froze - CONTACTS DISCONNECTED | I had to restart and sign in again. |
| Deocampo, Joemar | 12/19/2025 | 1:35 AM | 1:44 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Advised TM to wait for Citrix to go back to its normal state. If tools were not functional he needs to restart or repull-up some tools. |
| Olisco, Francis John | 12/19/2025 | 3:42 AM | 3:51 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | PDA/Denali Error and Citrix Disconnected | Needs to set up tools |
| Adodoli, Karl Howen | 12/19/2025 | 2:34 AM | 2:42 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Aniero, Mark Anthony | 12/19/2025 | 2:31 AM | 2:41 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call, citrix and call got disconnected |
| Tondo, Joshua | 12/19/2025 | 2:15 AM | 2:28 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze and disconnected while on break, need to pull up tools again| |
| Mayo, Emie Rose | 12/19/2025 | 1:48 AM | 1:51 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and disconnected while on call. Call was disconnected. |
| Rance, Clem | 12/19/2025 | 2:18 AM | 2:24 AM | Citrix Froze - CONTACTS DISCONNECTED | Cx Disconnected Due To System Issue. |
| Empeno, Alleah Camille | 12/19/2025 | 4:35 AM | 4:51 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | PDA error while on call |
| Floro, Claire Jacynth | 12/19/2025 | 1:46 AM | 1:51 AM | Citrix Froze - CONTACTS DISCONNECTED | No audio on call, the call is still running but no audio and Citrix froze |
| Acejo, Aljune Mike | 12/19/2025 | 1:43 AM | 1:52 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | PDA/Denali Error while on call |
| Catalan, Jowelyn | 12/19/2025 | 4:39 AM | 4:47 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | PDA ERROR |
| Buala, Kristine Grace | 12/19/2025 | 1:37 AM | 1:50 AM | Avaya Issue - Freeze | citrix froze and disconnected while on ready, need to pull up tools again| |
| Olmo, Lei Franzie Aira | 12/19/2025 | 4:25 AM | 4:27 AM | Citrix Froze - CONTACTS DISCONNECTED | PDA error while on cal |
| Olisco, Francis John | 12/19/2025 | 11:33 PM | 11:50 PM | Citrix Disconnected/PDA/Denali Error - after Break | PDA/Denali Error and Citrix Disconnected while on Break | Needs to set up tools |
| Rance, Clem | 12/19/2025 | 10:00 PM | 10:40 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | PDA/Denali not responding unable to ready on time | Problem with Citrix unable to login | Restart PC and tools. |
| Miranda, Kyle Heaven | 12/19/2025 | 4:28 AM | 4:37 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Labayo, Maria Aizabelle | 12/19/2025 | 4:04 AM | 4:21 AM | Citrix Froze - CONTACTS DISCONNECTED | teammate experience citrix froze which takes a couple of minutes before got kick out totally |
| Barrera, Bonnie Andrew | 12/19/2025 | 12:34 AM | 12:42 AM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Abayon, Madge | 12/19/2025 | 1:35 AM | 2:04 AM | Avaya Issue - Freeze | teammate shows as not ready in CC Pulse the moment her avaya freezes but can still hear the customer on the other line and continue assisting it. I was attending our call listening session and one of our mentor (mentor maricar) approach eneterprise to ask for the yubikey and that time there is no available workforce which takes a few more minutes and after the yubikey is available teammate set up immediately. I did my thoruugh investigation and can confirm teammate reset up immediately after avaya freeze issue was resolved |
| Capurcos, Joan | 12/19/2025 | 1:37 AM | 1:45 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Advised TM to restart PDA and avaya and stamp on ready. |
| Bandellon, Razel Ann | 12/19/2025 | 3:18 AM | 3:24 AM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Dellava, Angelica Mae | 12/19/2025 | 12:30 AM | 12:36 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Tm was assisted by TL Encel |
| Dellava, Angelica Mae | 12/19/2025 | 4:28 AM | 4:30 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Magluyan, Grace Alondra Joy | 12/19/2025 | 2:42 AM | 2:49 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Dizon, Arnel | 12/19/2025 | 3:33 AM | 3:37 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | n/a |
| Catalan, Jowelyn | 12/19/2025 | 4:00 AM | 4:04 AM | Citrix Froze - CONTACTS DISCONNECTED | CITRIX FROZE/ CONTACT DISCONNECTED |
| Celino, Ar Brian | 12/19/2025 | 4:04 AM | 4:06 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Julian, Kristine Rose | 12/19/2025 | 3:44 AM | 3:52 AM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Ayuda, Ma Victoria | 12/19/2025 | 3:52 AM | 3:54 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | N/A |
| Briones, Andrea Mean | 12/19/2025 | 4:11 AM | 4:13 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Lubrin, Mary Gwyneth | 12/19/2025 | 3:37 AM | 12:00 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze and disconnected while on call. Call did not disconnect but no response on the other line. Ghost spiel delivered. Need to restart citrix and all tools disappeared | IMS0825293 |
| Isada, Ayessa | 12/19/2025 | 4:10 AM | 4:14 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Iglesias, Roldan | 12/19/2025 | 1:54 AM | 2:07 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate was assisted by WF Allen , tm experience citrix froze |
| Baure, Nika Jeane | 12/19/2025 | 4:01 AM | 4:03 AM | Citrix Froze - CONTACTS DISCONNECTED | Call was endorsed for callback |
| Celino, Chriselle | 12/19/2025 | 1:33 AM | 1:45 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Advised TM to restart tools that is affected by downtime. |
| Arojado, Jay Ann | 12/19/2025 | 3:50 AM | 3:55 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/2025 Start Time End Time: 3:50 AM - 3:55 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix froze | PDA/DENALI Error Account Number: 19 Pod Number/Letter: G Production Floor: 5th Floor VPN Used: PHX GSD Ticket Number: Assisted by: Coach Tania |
| Magdaluyo, Claire Mae | 12/19/2025 | 3:15 AM | 3:20 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/2025 Start Time End Time: 3:15 3:20 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix froze while on call Cx not responding for more than 2 minutes stated ghost spiel drop call request CB. Account Number: 5606109719925444266 Pod Number/Letter: 20/E Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: EID :430142/ cmagdaluyo |
| Condez, Rea Angelika | 12/02/2025 | 3:33 AM | 3:39 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate had to pull up her tools again because she was kicked out of citrix while on an active call. |
| Bacarro, Hanna Khate | 12/19/2025 | 4:07 AM | 4:15 AM | Citrix Froze - CONTACTS DISCONNECTED | PDA Error |
| Oloroso, Mark Bryan | 12/19/2025 | 4:07 AM | 4:08 AM | Citrix Froze - CONTACTS DISCONNECTED | PDA Error |
| Frio, Denziel Marie | 12/17/2025 | 2:43 AM | 3:37 AM | Citrix Disconnected/PDA/Denali Error - after Break | TM experienced a downtime during transfer of station after their break. Citrix didn't mirror need to reboot pc as the AVAYA is not pulling up as well and there's severe latency. |
| Ambay, Anne Nicole | 12/19/2025 | 2:01 AM | 2:08 AM | Avaya Issue - Freeze | Teammate was assisted by WF Rhayne. |
| Manican, Joanna Len | 12/19/2025 | 1:32 AM | 1:45 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Advised TM to restart Citrix and re pull-up tools. |
| Formelos, Diana Joy | 12/19/2025 | 1:40 AM | 2:10 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Teammate was assisted by WF Rhayne |
| Valencia, Nieza Joy | 12/19/2025 | 3:47 AM | 3:52 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze |
| Zapico, Rosario | 12/19/2025 | 1:59 AM | 2:07 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | The teammate was assisted by WF Rhayne |
| Tulale, Mae Con | 12/19/2025 | 3:14 AM | 3:27 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix disconnected while on call, can't hear cx, restart citrix. endorsed call for call back |
| Pancho, Ednamae | 12/19/2025 | 5:50 AM | 6:07 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix froze PDA error after call need to restart citrix |
| Escalada, Johann Mikhail | 12/19/2025 | 2:27 AM | 2:34 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | N/A |
| Mercado, Rozeth | 12/19/2025 | 12:32 AM | 12:35 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | the issue was resolved. |
| Pancho, Ednamae | 12/19/2025 | 10:26 PM | 10:50 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experience a system issue getting kicked out while having call, lost audio to to restart citrix |
| Diaz, Frenmar | 12/19/2025 | 10:57 PM | 11:02 PM | Citrix Froze - CONTACTS DISCONNECTED | Issue resolved, teammate was able to go back on ready. |
| Deondo, Micah | 12/19/2025 | 2:08 AM | 2:14 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Celeste, Airene Mae | 12/19/2025 | 1:41 AM | 1:53 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Francisco, Nikka Patricia | 12/19/2025 | 2:59 AM | 3:01 AM | Citrix Froze - CONTACTS DISCONNECTED | Advised the tm to endorse the call for callback |
| Anisco, Jannah Gift | 12/19/2025 | 3:17 AM | 3:19 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | NA |
| Algarne, Roby Jean | 12/19/2025 | 2:36 AM | 3:21 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | PDA error while on Lunch |
| Zante, Chim Neo | 12/19/2025 | 1:10 AM | 1:11 AM | No Audio - PDA/ other tools still functional | n/a |
| Tupas, Jastin | 12/19/2025 | 6:14 PM | 6:26 PM | Citrix Froze - CONTACTS DISCONNECTED | PDA/Audio Issue from the customer but the other tools are functioning. |
| Trinidad, Angelika | 12/19/2025 | 6:55 PM | 7:03 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call |
| Batilaran, Frenzy Earl Sydney | 12/19/2025 | 8:10 PM | 8:29 PM | Citrix Froze - CONTACTS DISCONNECTED | Server unreachable/citrix froze during call. I was writing an email for the seller since buyer called to return the item. I was about to get back to the cx when the screen froze and there was no audio. |
| Zante, Chim Neo | 12/19/2025 | 1:05 AM | 1:06 AM | Citrix Latency - Change Citrix Server | n/a |
| Trinidad, Gio Enrico | 12/19/2025 | 8:37 PM | 8:45 PM | Citrix Froze - CONTACTS DISCONNECTED | CITRIX FROZE AND DISCONNECTED |
| Bayhon, Katrina | 12/19/2025 | 8:38 PM | 8:55 PM | Citrix Froze - CONTACTS DISCONNECTED | I was about to file a dispute for a transaction but wasn't able to do so due to system issue. CITRIX FROZE AND DISCONNECTED |
| Oquendo, Romel John | 12/19/2025 | 8:46 PM | 8:55 PM | Citrix Froze - CONTACTS DISCONNECTED | Was explaining the refund that was issued to them but citrix froze while I was explaining and call eventually got disconnected |
| Tupas, Jastin | 12/19/2025 | 8:54 PM | 8:59 PM | No Audio - PDA/ other tools still functional | :I am not able to fully verified or pull up the cx account due tgo system issue. Citrix Droze and there is no audio available |
| Juarez, Andrei | 12/19/2025 | 3:20 AM | 3:24 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | n/a |
| Torres, Maycel | 12/19/2025 | 8:35 PM | 8:59 PM | Citrix Froze - CONTACTS DISCONNECTED | Call got disconnected due to system issue, Avaya Freeze/Kicked out of Citrix/Repull up Tools again |
| Beluso, Jhenice | 12/19/2025 | 1:22 AM | 1:25 PM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Andojar, Ma Angeline | 12/19/2025 | 8:38 PM | 8:50 PM | Citrix Froze - CONTACTS DISCONNECTED | Call got disconnected due to system issue, Citrix Freeze/Kicked out of Citrix/Repull up Tools again |
| Pinalba, Reybe | 12/19/2025 | 9:30 PM | 9:48 PM | Citrix Froze - CONTACTS DISCONNECTED | During the call the PDA errored while filing the case, afterward the avaya beeped and there's no response on the other line| Re-pull up Citrix and avaya. |
| Tondo, Melyn | 12/19/2025 | 9:18 PM | 9:48 PM | Citrix Froze - CONTACTS DISCONNECTED | Call got disconnected due to system issue, Citrix Freeze/Kicked out of Citrix/Repull up Tools again |
| Garcia, Christian Paul | 12/19/2025 | 1:45 AM | 1:55 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Abanco, Nina May | 12/19/2025 | 1:14 PM | 1:15 PM | Avaya Issue - Freeze | Avaya issue |
| Abrica, Apollo | 12/19/2025 | 10:00 PM | 10:05 PM | Citrix Latency - Change Citrix Server | TM failed to login on time due to citrix kicked out and latency |
| Besa, Mary Jane | 12/19/2025 | 12:06 PM | 12:18 PM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Declaro, Lalyn | 12/19/2025 | 8:38 PM | 9:04 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while cx on hold. I was able to speak to the cx but citrix suddenly disconnected. Tried to repull up only the spark tool in azure-NA citrix so I can check the possible phishing email received by the cx. Signed out again to repull up tools in LVS. |
| Abanco, Nina May | 12/19/2025 | 11:55 PM | 12:11 PM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Ordines, Kent Lester | 12/19/2025 | 11:50 PM | 12:10 PM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Tupas, Jastin | 12/19/2025 | 10:21 PM | 10:50 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Citrix disconnected after lunch/ Need to re-pull up tools again |
| Alabe, Jason | 12/19/2025 | 1:52 AM | 1:57 AM | Citrix Latency - Change Citrix Server | N/A |
| Trinidad, Angelika | 12/19/2025 | 10:55 PM | 11:11 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | PDA Denali Error while on call |
| Lopez, Quibec | 12/18/2025 | 9:49 PM | 10:05 PM | Citrix Froze - CONTACTS DISCONNECTED | IMS0824830 |
| Andrade, Tresha | 12/19/2025 | 10:57 PM | 11:23 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Disconnected while assisting the customer/ Need to re-pull up the tools and Avaya issue |
| Salas, Ma Joyce | 12/19/2025 | 11:48 PM | 12:02 PM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Villanueva, Harold | 12/19/2025 | 3:04 AM | 3:08 AM | No Audio - PDA/ other tools still functional | PDA Error |
| Potato, GBhe | 12/18/2025 | 1:49 AM | 2:00 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | PDA denali error |
| Batilaran, Frenzy Earl Sydney | 12/19/2025 | 12:11 AM | 12:22 AM | Citrix Froze - CONTACTS DISCONNECTED | Server Unreachable/Citrix Froze |
| Murillo, Vanessa | 12/19/2025 | 11:40 PM | 11:54 PM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Murillo, Vanessa | 12/19/2025 | 7:39 PM | 7:55 PM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Lopez, Quibec | 12/18/2025 | 1:45 PM | 1:55 PM | Citrix Disconnected/PDA/Denali Error - after Break | After break the citrix got disconnected |
| Candoleta, Janine Pearl | 12/19/2025 | 10:58 PM | 11:15 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze, kick out of citrix, avaya issue, repull up all tools while on chat |
| Abanco, Nina May | 12/19/2025 | 7:51 PM | 8:19 PM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Espolong, Kim Robert | 12/18/2025 | 1:15 PM | 1:48 PM | Avaya Issue - Freeze | avaya freeze pda error after lunch |
| Torres, Maycel | 12/19/2025 | 12:36 AM | 12:55 AM | Citrix Froze - CONTACTS DISCONNECTED | Call got disconnected due to system issue, Avaya Freeze |
| Trinidad, Gio Enrico | 12/19/2025 | 12:38 AM | 12:55 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze, kick out of citrix, avaya issue, repull up all tools. Requested for callback |
| Ordines, Kent Lester | 12/19/2025 | 8:02 PM | 8:15 PM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Sanguillosa, Rhea | 12/18/2025 | 1:30 PM | 1:43 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Avaya Disconnected while on lunch/Pull out tools |
| Bascos, Kyle | 12/19/2025 | 12:38 AM | 12:55 AM | Citrix Froze - CONTACTS DISCONNECTED | sysdown while on call and need to repull up tools again becasue i got kicked out of citrix and had a hard time opening my avaya |
| Ibanez, Anacel | 12/19/2025 | 7:49 PM | 8:10 PM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Lopez, Jocelyn | 12/18/2025 | 1:30 PM | 1:42 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Denali error while on lunch |
| Andojar, Ma Angeline | 12/19/2025 | 12:39 AM | 12:55 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix disconnected while assisting the customer/PDA Error and Avaya issue |
| Salas, Ma Joyce | 12/19/2025 | 7:45 PM | 8:07 PM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Viejo, Jerilee | 12/19/2025 | 10:00 PM | 10:31 PM | Citrix Latency - Change Citrix Server | Assist her to change citrix and try to pull up PDA right away and get on ready |
| Bayhon, Katrina | 12/19/2025 | 12:39 AM | 12:55 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze, kick out of citrix, avaya issue, repull up all tools. Requested for callback |
| Daniel, Mark Jojit | 12/19/2025 | 2:08 AM | 2:23 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Coach has to take the yubikey but was assisting one teammate, Restart PDA, AVAYA, CITRIX |
| Ordines, Kent Lester | 12/19/2025 | 7:50 PM | 8:00 PM | Citrix Latency - Change Citrix Server | NA |
| Sanguillosa, Rhea | 12/19/2025 | 5:25 PM | 5:42 PM | Citrix Froze - CONTACTS DISCONNECTED | Citris Frooze/Kick out/ Pull out tools |
| Olisco, Divine | 12/19/2025 | 1:43 AM | 1:51 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Declaro, Lalyn | 12/19/2025 | 12:40 AM | 12:55 AM | Citrix Froze - CONTACTS DISCONNECTED | avaya freeze/ citrix and avaya disconnected/ call was still in line |
| Salas, Ma Joyce | 12/19/2025 | 4:00 PM | 4:36 PM | Avaya Issue - Freeze | NA |
| Villarosa, Gerry | 12/19/2025 | 12:39 AM | 12:59 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze, kick out of citrix, avaya issue, repull up all tools. Requested for callback |
| Abanco, Nina May | 12/18/2025 | 1:02 PM | 1:31 PM | Avaya Issue - Freeze | Citrix error while on lunch // need to disconnected and reconnect VPN |
| Besa, Mary Jane | 12/19/2025 | 4:00 PM | 4:13 PM | Avaya Issue - Freeze | NA |
| Mateo, Mary Claresse | 12/19/2025 | 12:43 AM | 12:58 AM | Citrix Froze - CONTACTS DISCONNECTED | kick out from citrix call not dc repull up tools |
| Anisco, Jannah Gift | 12/19/2025 | 2:03 AM | 2:12 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Kicked out/ on going call |
| Bergorio, Vivian | 12/19/2025 | 12:30 AM | 12:35 AM | Citrix Latency - Change Citrix Server | Citrix froze before going on ready |
| Begaso, Jestine Marie | 12/19/2025 | 11:40 PM | 11:56 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | teammate experience citrix froze while on call, teammate need to finished the call first before repull up the tools because the call was not disconnected the customer is still on the line after the call disconnected the teammate repull up the tools. Assisted By: Coach Jerelyn Contemplo |
| Murillo, Vanessa | 12/19/2025 | 4:03 PM | 4:12 PM | Avaya Issue - Freeze | mentor Ethan |
| Oquendo, Romel John | 12/19/2025 | 12:41 AM | 1:07 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze, kick out of citrix, avaya issue, repull up all tools. Requested for callback. |
| Murillo, Vanessa | 12/18/2025 | 12:39 PM | 1:03 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and logged me out while on call. Was not able to disconnect the call, just finished with the call 12:45am |
| Tondo, Melyn | 12/19/2025 | 1:20 AM | 1:37 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Citrix froze, kick out of citrix, avaya issue, repull up all tools. Requested for callback. |
| Badillo, Bernard Luis | 12/19/2025 | 1:51 AM | 1:57 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Chu, Kenny Lloyd | 12/18/2025 | 9:49 AM | 9:53 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call and call was disconnected |
| Pinalba, Reybe | 12/19/2025 | 1:40 AM | 1:59 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Citrix Disconnected After Lunch | Need to Re-pull up Citrix, avaya, and all the tools. |
| Hiloma, Ronalie | 12/19/2025 | 12:30 AM | 12:34 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Assisted TM To repull-up tools and to restart avaya. |
| Fajardo, Jayshell | 12/18/2025 | 6:33 AM | 6:45 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix freeze and disconnected. need to restart and set up |
| Pinalba, Reybe | 12/19/2025 | 5:49 PM | 6:10 PM | No Audio - PDA/ other tools still functional | Assisting the Cx to add funds using the PayPal Debit Card but experience an audio/PC issue. No audio on the call and tele connector is not working as well as the PC |Need to change station and re-pull up Citrix, Avaya, and all the tools. |
| Huenda, Gracelle Ann | 12/19/2025 | 1:41 AM | 1:49 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | 1927007929582060449 |
| Aravejo, Shelomith | 12/18/2025 | 7:24 AM | 7:27 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Citrix froze while on call. VPN got disconnected. |
| Dela Sada, Michaela | 12/18/2025 | 8:42 AM | 8:51 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix freeze, lost audio while on call | citrix disconnected/ kicked out |
| Zubiaga, Trimuel | 12/18/2025 | 10:54 PM | 11:24 PM | Avaya Issue - Freeze | I was taking my lunch at 10:54 PM and when I got back at 11:34 PM, my Denali was error and I restarted it, contacts not disconnected. |
| Rance, Clem | 12/19/2025 | 10:00 PM | 10:40 PM | Citrix Latency - Change Citrix Server | TM experience a downtime wherein he can't login to any Citrix server even after rebooting the PC which normally fix the issue There was successful login but the applications were not working. Finally resolve the problem when transferred to another POD. |
| Pancho, Ednamae | 12/19/2025 | 2:59 AM | 3:05 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Assist her to connect vpn, then sign in and out avaya then stamp ready on PDA. |
| Lopez, Jocelyn | 12/18/2025 | 8:38 PM | 9:05 PM | Citrix Latency - Change Citrix Server | Restart PC due to citrix latency for over 2mins. and needs to pull up tools. |
| Potato, GBhe | 12/18/2025 | 9:35 PM | 10:03 PM | Citrix Latency - Change Citrix Server | need to restart pc because of the citrix latency |
| Lopez, Quibec | 12/18/2025 | 9:24 PM | 9:30 PM | Citrix Froze - CONTACTS DISCONNECTED | when i was to check the transaction history of cx the citrix froze and the call got disconnected. |
| Baure, Nika Jeane | 12/19/2025 | 2:41 AM | 2:46 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Assist her to connect vpn, sign out avaya then sign in and stamp on ready on PDA |
| Bernales, Joseph | 12/19/2025 | 11:49 PM | 11:55 PM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Abanco, Nina May | 12/18/2025 | 9:01 PM | 9:15 PM | Citrix Latency - Change Citrix Server | Citrix froze // vpn disconnectd // citrix kickout // call disconnected // need to pull up tools |
| Pancho, Ednamae | 12/19/2025 | 2:08 AM | 2:29 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted the teammate to finish the call, let her pull up citrix (AZURE) so she can manually pull up the account. |
| Miranda, Kyle Heaven | 12/19/2025 | 12:29 AM | 12:40 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Assisted TM to restart Avaya and PDA. |
| Dasig, Symon John | 12/19/2025 | 1:09 AM | 1:22 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | NA |
| Acervo, Erika | 12/18/2025 | 1:04 PM | 1:06 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | NA |
| Potato, GBhe | 12/18/2025 | 8:55 PM | 9:05 PM | Avaya Issue - Freeze | Avaya freeze |
| Biclar, Andreia Sacci | 12/19/2025 | 11:40 PM | 11:45 PM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Zubiaga, Trimuel | 12/18/2025 | 7:32 PM | 7:56 PM | Citrix Froze - CONTACTS DISCONNECTED | I was logged out of my citrix at 7:20 but still on a call, my first call was not responding and provided the ghost spiel but disconnected while the second call already in progress while logged out. When my call ends at 7:56, I was not able to log in on my denali because it is showing as "please connect headset' but already connected while on call. I was setting up my tools at the moment and will end in 8:13 PM. |
| Cabuslay, Ma Richelle | 12/19/2025 | 1:12 AM | 1:18 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Citrix Froze | kick out of citrix | No audio. Needed to repull up my AVAYA, and it took a while to show up. |
| Baranda, Patricia Ann | 12/19/2025 | 2:16 PM | 2:22 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Citrix froze. Teammate had to login again. |
| Candido, Rhea Mae | 12/19/2025 | 1:43 AM | 1:48 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on ready assist until go on ready |
| Alcos, Jenny | 12/19/2025 | 1:48 AM | 1:55 AM | Avaya Issue - Freeze | avaya issue//citrix froze |
| Marcelino, Joselle | 12/19/2025 | 1:27 AM | 1:49 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Kicked out of Citrix, contacts not disconnected. Cx still on the line |
| Daniel, Mark Jojit | 12/19/2025 | 10:00 PM | 10:16 PM | Citrix Latency - Change Citrix Server | TM experience a latency during login, applications not pulling up. restarted citrix but keeps getting kicked out. assist until go on ready |
| Honrado, Kristel Danielle | 12/19/2025 | 1:36 AM | 1:44 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/2025 Start Time End Time: 1:36 AM - 1:44 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix Froze| Avaya issue | Cx drop the call. Account Number: 6088100939770451287 Pod Number/Letter: 17/D Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: |
| Marcelino, Joselle | 12/19/2025 | 12:45 AM | 12:49 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/2025 Start Time End Time: 12:45-12:49 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix Froze/ cx on next call has no response Account Number: 6065355085120295456 Pod Number/Letter: 17/E Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: |
| Algoso, Kyla Joy | 12/19/2025 | 1:32 AM | 2:26 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experience a citrix kicked while having a call. Pulled up citrix without PDa and continued assisting the cx. |
| Bautista, Demmeth | 12/19/2025 | 1:02 AM | 1:06 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call | Pda Error |
| Tenales, John Rey | 12/19/2025 | 12:34 AM | 12:40 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/2025 Start Time End Time: 12:34 PM - 12:40 PM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix Froze and call got disconnected / Cx has no response / Dropped call. Account Number: 4821747530708188544 Pod Number/Letter: 9/G Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: |
| Aguilar, Reyla Jean | 12/19/2025 | 11:10 PM | 11:13 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Froze while on call | No audio for after sysdown |
| Palomo, John Paul | 12/19/2025 | 11:34 PM | 11:45 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/2025 Start Time End Time: 11:34 PM - 11:45 PM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix Froze and call got disconnected / Cx has no response / Dropped call. Account Number: 4821747530708188544 Pod Number/Letter: 19/E Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: Assisted by: Coach Grace |
| Dumigpi, Althea | 12/19/2025 | 2:21 AM | 2:28 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Dasig, Symon John | 12/19/2025 | 9:09 PM | 9:26 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experience citrix froze while on call then the TM was kicked out in Citrix. TM tried to go back to Citrix but unable to; TM had to re pull up every tools. Assisted By: Coach Jerelyn |
| Diamonon, Fons Fernando | 12/19/2025 | 1:07 AM | 1:11 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Valid |
| Artates, Gemma | 12/19/2025 | 1:40 AM | 1:49 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate was assisted by mentor kimbert while experiencing system issue and teammate try to stay on the line with the customer while experiencing system issue as she is giving a walk through in adding a card |
| Ang, Princess | 12/19/2025 | 11:29 PM | 11:32 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | pda error while on chat | chat not disconnected |
| Dimo, Charisse | 12/19/2025 | 12:58 AM | 1:07 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Valid |
| Navarra, Danelyn | 12/19/2025 | 12:57 AM | 1:02 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Valid |
| Degoma, Renz | 12/19/2025 | 9:46 PM | 9:56 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and Denali Error |
| Gloria, Arielle Marie | 12/19/2025 | 1:36 AM | 1:56 AM | Citrix Froze - CONTACTS DISCONNECTED | System downtime verified and validated |
| Cortes, Jessa | 12/19/2025 | 1:38 PM | 1:53 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | System downtime verified and validated |
| Cortez, Janielow | 12/19/2025 | 2:26 AM | 2:28 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Gloria, Arielle Marie | 12/19/2025 | 1:38 PM | 1:53 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | System downtime verified and validated |
| Arandez, Christian Van | 12/19/2025 | 11:54 PM | 11:57 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Valid / Citrix freeze while on chat | Kicked out from Citrix | need to finish chat before pulling up PDA and Avaya. |
| Flores, Angelica | 12/19/2025 | 11:46 PM | 11:56 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Valid// Citrix froze while on chat Denali error need to stamp logout kick from Citrix need to set up again |
| Uadan Jr, Richard | 12/19/2025 | 2:04 AM | 2:05 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | pda error (contact not disconnected) |
| Caingcoy, Rolly | 12/19/2025 | 11:32 PM | 11:51 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | System downtime verified and validated |
| Bergorio, Vivian | 12/19/2025 | 12:30 AM | 12:35 AM | Citrix Froze - CONTACTS DISCONNECTED | No contacts were affected as downtime started before shift time. Assisted TM to restart her Citrix and to re-pull up her tools. |
| Bacuta, Rodelyn | 12/19/2025 | 2:05 PM | 2:18 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | System downtime reported and validated |
| Acevedo, Maria Therese Anne | 12/19/2025 | 11:23 PM | 11:31 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Valid/ Citrix froze and was kicked out. Had to restart Citrix to get in and re-pull up all tools. |
| Lamayo, Alvin | 12/19/2025 | 1:44 AM | 2:11 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Diamonon, Fons Fernando | 12/19/2025 | 8:40 PM | 8:44 PM | Citrix Froze - CONTACTS DISCONNECTED | Valid /Citrix froze while on chat. Had to wait for the system to go back and restart Avaya |
| Bacuta, Rodelyn | 12/19/2025 | 9:29 PM | 9:50 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | System downtime reported and validated |
| Celoso, Ma Christina | 12/19/2025 | 1:49 AM | 2:10 AM | Avaya Issue - Freeze | N/A |
| Navarra, Danelyn | 12/19/2025 | 8:25 PM | 8:34 PM | Citrix Froze - CONTACTS DISCONNECTED | Valid / Kicked out from Citrix while on ready and need to pull up all tools again |
| Degala, Jeanette | 12/19/2025 | 9:50 PM | 9:56 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call \\ Kicked out from citrix, call got disconnected \\ All tools disappeared |
| Ropa, Nina Grace | 12/19/2025 | 12:25 AM | 12:31 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze , error in denali, no audio / Re started Avaya and PDA/ Avaya takes time to pull up. |
| Navarra, Danelyn | 12/19/2025 | 8:19 PM | 8:23 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Valid/ Citrix froze while on chat, Denali error needs to stamp logout to reply and stamp ready again |
| Ponce, Renz Kirby | 12/19/2025 | 12:39 AM | 12:42 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze , error in denali |
| Iguis, Jessa | 12/19/2025 | 12:35 AM | 12:40 AM | No Audio - PDA/ other tools still functional | citrix froze , error in denali, no audio |
| Ropa, Nina Grace | 12/19/2025 | 12:25 AM | 12:31 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze , error in denali, no audio / Re started Avaya and PDA/ Avaya takes time to pull up. |
| Dimo, Charisse | 12/19/2025 | 8:15 PM | 8:18 PM | Citrix Froze - CONTACTS DISCONNECTED | Valid/Citrix freeze while on call deliver ghost spiel since no response from the other line. |
| Detanoy, Anne Nicole | 12/19/2025 | 2:02 AM | 2:07 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/25 Start Time End Time: 2:02 AM - 2:07 AM GSD Ticket Number : N/A Issue Type: Citrix froze / kicked out to citrix. Account Number:6044126304615389372 POD Number: 36 POD Letter: G VPS USED: PHX REASON: Kicked out to citrix, need to restart VPN and Avaya. Need to pull up all the tools again. |
| Acevedo, Larce Lawrence | 12/19/2025 | 10:00 PM | 10:55 PM | Citrix Latency - Change Citrix Server | Citrix not pulling up/ PDA issue/ Changed Station/ |
| Arandez, Christian Van | 12/19/2025 | 7:51 PM | 7:54 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Valid/ Citrix freeze while on chat | need to finish chat before pulling up PDA and Avaya. | Kicked out from Citrix | |
| Dasig, Symon John | 12/19/2025 | 8:25 PM | 8:37 PM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Guevarra, Lander John | 12/19/2025 | 12:15 PM | 12:25 PM | Citrix Disconnected/PDA/Denali Error - after Break | PDA error while on break |
| Ponce, Renz Kirby | 12/19/2025 | 12:20 PM | 12:23 PM | No Audio - PDA/ other tools still functional | audio issue needed to restart Citrix |
| Alovera, Rosalie | 12/19/2025 | 7:41 PM | 7:47 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Valid/ Citrix froze while on call and got kicked out from Citrix |
| Contillo, Jerome | 12/19/2025 | 12:00 PM | 12:21 PM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze| citrix disconnected |
| Begaso, Jestine Marie | 12/19/2025 | 7:39 PM | 7:44 PM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Flores, Angelica | 12/19/2025 | 7:36 PM | 7:43 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Valid/ Citrix froze while on chat Denali error need to stamp logout to reply and stamp ready again |
| Biclar, Andreia Sacci | 12/19/2025 | 7:36 PM | 7:41 PM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Contillo, Jerome | 12/19/2025 | 11:30 PM | 11:41 PM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze| PDA error |
| Acervo, Erika | 12/19/2025 | 5:00 PM | 5:14 PM | Avaya Issue - Freeze | NA |
| Arbolado, Danielle | 12/19/2025 | 1:38 AM | 1:52 AM | Citrix Froze - CONTACTS DISCONNECTED | syste issue//citrix logged out/Coach L2 was assisting one teammate / took yubikey/ re-pull up tools |
| Gloria, Arielle Marie | 12/19/2025 | 1:31 AM | 1:36 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Azarcon, Dianne | 12/19/2025 | 1:31 AM | 1:35 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Cordovero, Jinky | 12/19/2025 | 11:08 PM | 11:15 PM | Citrix Latency - Change Citrix Server | Citrix latency & no audio |
| Contillo, Jerome | 12/19/2025 | 10:58 PM | 11:10 PM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze| PDA disconnected |
| Gregorio, Jester | 12/19/2025 | 10:05 PM | 10:16 PM | Citrix Froze - CONTACTS DISCONNECTED | VALID / Citrix froze and disconnected |
| Acevedo, Maria Therese Anne | 12/19/2025 | 7:21 PM | 7:24 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Valid/ while on chat _ citrix froze and Denali error when unfreezes |
| Espineda, Janine Nicole | 12/19/2025 | 9:46 PM | 9:56 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | VALID / Citrix froze and kick out by citrix |
| Durana, Alysa Charamae | 12/19/2025 | 9:47 PM | 9:54 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze and kick out by citrix |
| Baler, Nathaniel Victor | 12/19/2025 | 11:00 PM | 11:08 PM | Citrix Latency - Change Citrix Server | Citrix latency restarted pc multiple times |
| Bautista, Demmeth | 12/19/2025 | 9:41 PM | 9:54 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze and kick out by citrix |
| Cordovero, Jinky | 12/19/2025 | 10:50 PM | 10:54 PM | Citrix Latency - Change Citrix Server | Citrix latency & no audio |
| Baldisimo, Krishna Joy | 12/19/2025 | 9:32 PM | 9:39 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Citrix froze after lunch, kickout from citrix, restart and set up again |
| Vili, Annie Grace | 12/19/2025 | 10:38 PM | 10:47 PM | No Audio - PDA/ other tools still functional | During meeting in Teams, encountered audio issue where I am unable to hear the mentor. Restarted PC. |
| Antioquia, Leah Mae | 12/19/2025 | 1:00 AM | 1:05 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/20/25 Start Time End Time: 1:00 pm - 1:05 pm GSD Ticket Number : N/A Issue Type: WHILE ON CALL CITRIX FROZE AND VPN GOT DISCONNECTED Account Number: 1514341398329366081 POD Number: 36 POD Letter: F VPS USED: PHX REASON: citrix froze, VPN GOT DISCONNECTED while on call, when vpn got disconnected and needed to restart avaya because the headset enabler not showing up and had to wait for it. |
| Ang, Princess | 12/19/2025 | 8:15 PM | 8:17 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | PDA error while on chat | chat not disconnected |
| Tolentino, Realyn | 12/19/2025 | 12:40 AM | 12:46 AM | Citrix Disconnected/PDA/Denali Error - after Break | Restarted PDA |
| Quirino, Rio Mae | 12/19/2025 | 1:19 AM | 1:23 AM | Citrix Froze - CONTACTS DISCONNECTED | Issue Type: Citrix frozed and Kick out of Citrix Account Number: 1778621308099601457 POD Number: 36 POD Letter: D VPS USED: PHX REASON: Had to repull up Citrix VPN & Avaya |
| Ang, Princess | 12/19/2025 | 7:50 PM | 7:53 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Citrix disconnected while on lunch |
| Aguilar, Reyla Jean | 12/19/2025 | 7:10 PM | 7:13 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Froze while on call, No audio for 3 consecutive calls after sysdown |
| Preciosa, Marie Antonette | 12/19/2025 | 8:30 PM | 8:36 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze, restarted Citrix, Avaya and PDA |
| Upod, Nina Marie | 12/19/2025 | 7:46 PM | 7:54 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Froze for a long time, pda error, need to restart. Case number for disconnected call is: 240045078 and 240044932 |
| Almasol, Shaira Rose | 12/19/2025 | 12:10 AM | 12:25 AM | Avaya Issue - Freeze | Citrix froze while on call, denali error. cannot unhold cx after denali error. resart avaya |
| Gloria, Arielle Marie | 12/19/2025 | 9:46 PM | 9:49 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Bautista, Demmeth | 12/19/2025 | 7:37 PM | 7:39 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix issue / Citrix Froze |
| Cawaling, Jeneron | 12/19/2025 | 9:54 PM | 10:06 PM | No Audio - PDA/ other tools still functional | Audio issue |
| Gloria, Arielle Marie | 12/19/2025 | 8:56 PM | 9:18 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Balberona, Ryah Mae | 12/19/2025 | 12:46 AM | 12:48 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Assisted the teammate and do the end task manager for her to make it faster |
| Gloria, Arielle Marie | 12/20/2025 | 5:45 PM | 5:47 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Macadez, Mark Venz | 12/19/2025 | 7:39 PM | 7:40 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Froze while on chat |
| Barrera, Kate Angeline | 12/19/2025 | 12:38 PM | 12:43 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted the teammate until she goes on ready |
| Benitez, Dan Bryan | 12/19/2025 | 7:04 PM | 7:14 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Froze while on call, AVAYA ISSUE, Need to restart VPN and AVAYA |
| Sarmiento, Xian Yan | 12/19/2025 | 12:59 AM | 1:11 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Upod, Nina Marie | 12/19/2025 | 11:48 PM | 11:51 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted the teammate until she goes on ready |
| Baldisimo, Krishna Joy | 12/19/2025 | 6:54 PM | 7:02 PM | No Audio - PDA/ other tools still functional | Suddenly citrix froze and then no audio, need to restart VPN and AVAYA |
| Barrera, Kate Angeline | 12/18/2025 | 8:36 PM | 8:43 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted the teammate until she goes on ready |
| Pinaroyo, Rica Mae | 12/18/2025 | 3:09 AM | 3:12 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call | contact not disconnected |
| Cabuslay, Ma Richelle | 12/19/2025 | 6:28 PM | 6:30 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Kick out from Citrix automatically while I have an active CHAT. Needs to restart my Citrix and reset up all my tools. While My PDA is in IDLE I have received a transferred call. |
| Dariagan, Esequela May | 12/19/2025 | 12:46 AM | 12:57 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Alkonga, Abigail | 12/19/2025 | 5:26 PM | 5:36 PM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze need to pull up AVAYA |
| Bajande, Jemima | 12/18/2025 | 4:06 AM | 4:10 AM | Avaya Issue - Freeze | PDA error |
| Borlado, Lady Mae | 12/19/2025 | 12:53 AM | 1:07 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Cabuslay, Ma Richelle | 12/19/2025 | 5:13 PM | 5:14 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix froze then PDA error. Then after restoring my Avaya a Live CHAT customer entered. Needed to finish my CHAT before restarting my PDA. |
| Dela Sada, Michaela | 12/18/2025 | 5:26 AM | 5:31 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | PDA error while on lunch |
| Abong, Lester John | 12/18/2025 | 5:42 AM | 6:08 AM | Citrix Froze - CONTACTS DISCONNECTED | Kicked out from Citrix while on call |
| Cabuslay, Ma Richelle | 12/19/2025 | 5:07 PM | 5:09 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix froze then PDA error. Then after restoring my Avaya a Live CHAT customer entered. |
| Santillan, Wea | 12/19/2025 | 1:01 AM | 1:08 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | N/A |
| Buhayo, Neil | 12/18/2025 | 5:58 AM | 6:10 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call. call disconnected |
| Ciudadano, Michaela | 12/19/2025 | 12:40 AM | 1:04 AM | Citrix Disconnected/PDA/Denali Error - after Break | N/A |
| Bautista, Demmeth | 12/19/2025 | 4:59 PM | 5:05 PM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze and PDA error |
| Gade, Micah Pearl Lyne | 12/18/2025 | 6:14 AM | 6:28 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze while the call is on hold and citrix got disconnected | finished assisting the customer and pulled up all tools in citrix |
| Chu, Kenny Lloyd | 12/18/2025 | 5:47 AM | 5:53 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and disconnected while on ready | restarted tools |
| Cezar, Princess Jean | 12/18/2025 | 6:30 AM | 6:43 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze while at the very end of the call| citrix kicked out| restart everything| re-pull up all tools |
| Ombega, Joey | 12/18/2025 | 6:22 AM | 6:31 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze, Kicked out of Citrix while on Call | Validated and assisted teammate |
| Fajardo, Jayshell | 12/18/2025 | 2:24 AM | 2:35 AM | No Audio - PDA/ other tools still functional | Citrix freeze and disconnected. need to restart and set up |
| Nobleza, Ronelyn | 12/19/2025 | 12:42 AM | 12:47 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Shift Date: 12/19/25 Start Time End Time: 12:42 PM - 12:47 PM GSD Ticket Number : N/A Issue Type: NO AUDIO Account Number: N/A POD Number: 35 POD Letter: G VPS USED: PHX Reason: Did log out to PDA because 3 consecutive calls no Audio, and need to pull up AVAYA again and check audio |
| Baler, Nathaniel Victor | 12/19/2025 | 10:08 PM | 10:34 PM | Citrix Latency - Change Citrix Server | Citrix latency restarted pc multiple times |
| Borres, Jonna Jean | 12/19/2025 | 9:58 PM | 9:59 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/25 Start Time End Time: 9:58 pm - 9:59 pm GSD Ticket Number : Issue Type: CITRIX FROZE AND kicked out of citrix Account Number: POD Number: 36 POD Letter: E VPS USED: PHX REASON: citrix froze, kicked out of citrix |
| Bacuta, Rodelyn | 12/20/2025 | 12:21 PM | 12:26 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | System downtime reported and validated |
| Lizada, Bea | 12/18/2025 | 11:44 PM | 11:47 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | System downtime reported and validated |
| Albay, Cymon | 12/19/2025 | 12:40 AM | 12:45 AM | Citrix Disconnected/PDA/Denali Error - after Break | Restart PDA and Avaya. |
| Dela Cruz, Rozhien | 12/18/2025 | 11:30 PM | 11:39 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | System downtime reported and validated |
| Sanguillosa, Rhea | 12/19/2025 | 11:49 PM | 12:40 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Froze, pull out Avaya 3 times, Change PC |
| Esico, Mike Alen | 12/19/2025 | 12:40 AM | 12:44 AM | Citrix Disconnected/PDA/Denali Error - after Break | Shift Date: 12/19/25 Start Time End Time: 12:40 AM - 12:44 AM GSD Ticket Number : N/A Issue Type: PDA error while on break Account Number: N/A POD Number: 36 POD Letter: A VPS USED: ASH Reason: |
| Pinalba, Reybe | 12/19/2025 | 5:49 PM | 6:10 PM | No Audio - PDA/ other tools still functional | Assisting the Cx to add funds using the PayPal Debit Card but experience an audio/PC issue. No audio on the call and tele connector is not working as well as the PC |Need to change station and re-pull up Citrix, Avaya, and all the tools. |
| Alovera, Rosalie | 12/19/2025 | 11:42 PM | 12:00 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | re-pulled up everything, took time to pull up avaya, restarted and stamp on lunch |
| Carlos, Anna Mae | 12/19/2025 | 12:21 AM | 12:35 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/25 Start Time End Time: 12:21 pm - 12:35 pm GSD Ticket Number : N/A Issue Type: Citrix froze and PDA ERROR Account Number: 1631259365447839262/ POD Number: 35 POD Letter: B VPS USED: PHX REASON: Kicked out from citrix and PDA error while on call, Need to restart citrix, VPN, Avaya, PDA and all tools. Trackers are also not working on chrome and edge so needed to use incognito browser |
| Rubio, Mary Ann | 12/19/2025 | 11:08 PM | 11:30 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Froze and disconnected. Tried to relogin but then citrix froze again. Waited for citrix to get back as per WF advise but few minutes passed still citrix is frozen. Tried to restart citrix again I manage to stamp ready but then citrix froze again. Consulted WF again and was advised to restart PC. |
| Longga, Clarise | 12/19/2025 | 10:00 PM | 10:44 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Valid system issue. |
| Oquendo, Jemart | 12/19/2025 | 12:25 AM | 12:30 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/25 Start Time End Time: 12:25 - 12:30 AM GSD Ticket Number : N/A Issue Type: Citrix Froze and VPN Disconnected Account Number:2207493741601104662 POD Number: 30 POD Letter: G VPS USED: PHX REASON: Citrix froze while on call // call disconnected // delivered ghost spiel // need to put notes on account and endorsed the cx for callback |
| Antioquia, Leah Mae | 12/19/2025 | 12:19 AM | 12:28 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/20/25 Start Time End Time: 12:19 AM - 12:28 AM GSD Ticket Number : N/A Issue Type: Citrix froze, kicked out and VPN got disconnected Account Number: 1312387594151295010 POD Number: 36 POD Letter: F VPS USED: PHX REASON: While on call, citrix froze and I was kicked out from citrix, had to repull up tools and avaya having problems and needed to quit it since it's not showing the headset. |
| Franco, Doreen | 12/19/2025 | 11:49 PM | 11:59 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Barrera, Bonnie Andrew | 12/18/2025 | 8:17 AM | 8:24 AM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Lubrin, Mary Gwyneth | 12/19/2025 | 11:54 PM | 12:08 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Impacted by system issue while on call. Kicked out from citrix but the call did not disconnect. Pulled up Azure-NA to pull up Spark and was able to assist the cx. Restarted Citrix after the call. |
| Barrera, Bonnie Andrew | 12/18/2025 | 4:16 AM | 4:22 AM | Avaya Issue - Freeze | n/a |
| Abag, Jay | 12/19/2025 | 12:00 AM | 12:12 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Degoma, Rachel | 12/19/2025 | 12:06 AM | 12:19 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/25 Start Time End Time: 12:06 AM - 12:19 AM GSD Ticket Number : N/A Issue Type: Citrix froze contact disconnected Account Number: 2085998272347842128 POD Number: 35 POD Letter: E VPS USED: PHX Reason: Citrix froze contact not disconnected | Cx still on the line and got kicked out to Citrix | Needed to restart and need to repull up tools again | AVAY took long to open | Had to track, leave notes, and request for call back |
| Franco, Doreen | 12/19/2025 | 7:48 PM | 8:08 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Abela, Rasil | 12/19/2025 | 11:35 PM | 10:43 PM | No Audio - PDA/ other tools still functional | N/A |
| Borres, Jonna Jean | 12/19/2025 | 11:54 PM | 11:58 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/25 Start Time End Time: 11:54 pm - 11:58 pm GSD Ticket Number : Issue Type: CITRIX FROZE AND kicked out of citrix Account Number: 1173962226064100754 POD Number: 36 POD Letter: E VPS USED: PHX REASON: citrix froze, kicked out of citrix while on pending break |
| Cortez, Janielow | 12/19/2025 | 11:38 PM | 11:49 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Ibanez, Daniell | 12/19/2025 | 11:54 PM | 12:06 AM | Citrix Disconnected/PDA/Denali Error - after Break | Shift Date: 12/19/25 Start Time End Time: 11:54 to 12:06 GSD Ticket Number : N/A Issue Type: kicked out while on break Account Number:N/A POD Number: 36 POD Letter: C VPS USED: PHX REASON: got kicked out while on break. had to repull up tools and start again, avaya took too long to pull up |
| Ebacuado, Khaleen Kaye | 12/19/2025 | 11:55 PM | 12:04 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/9/25 Start Time End Time:11:55 PM - 12: 04 AM GSD Ticket Number : N/A Issue Type: Citrix froze, PDA error Account Number: wasn't able to pull up the acc POD Number: 35 POD Letter: F VPS USED: PHX REASON: Kicked out from citrix while on call, Need to restart citrix, VPN, Avaya, PDA and all tools. |
| Delfin, Precious Eleanor | 12/19/2025 | 11:47 PM | 12:01 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/25 Start Time End Time: 11:47 PM - 12:01 PM GSD Ticket Number : N/A Issue Type: Citrix froze contact disconnected Account Number: N/A POD Number: 30 POD Letter: B VPS USED: PHX Reason: Citrix froze contact disconnected | Got kicked out to citrix need to restart and need to repull up tools again | need to pull up avaya and it takes 4mins to pull up | connect to vpn | |
| Nobleza, Ronelyn | 12/19/2025 | 11:38 PM | 11:50 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/25 Start Time End Time: 11:38 PM - 11:50 PM GSD Ticket Number : N/A Issue Type: Citrix froze contact disconnected Account Number: N/A POD Number: 35 POD Letter: G VPS USED: PHX Reason: Citrix froze contact disconnected | Got kicked out fro citrix need to repull up tools again |
| Encina, Felix John | 12/19/2025 | 11:00 PM | 11:01 PM | Citrix Froze - CONTACTS DISCONNECTED | Assist him to change citrix (LVS) and wait him to pull up PDA and stamp on ready. |
| Rapista, Sarah Jane | 12/19/2025 | 11:28 PM | 11:42 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/9/25 Start Time End Time:11:28 PM - 11:42 PM GSD Ticket Number : N/A Issue Type: KICKED OUT FROM CITRIX Account Number: 6105098718994460964 POD Number: 36 POD Letter: B VPS USED: PHX REASON: Kicked out from citrix while on call, Need to restart citrix, VPN, Avaya, PDA and all tools. Trackers are also not working on chrome and edge so needed to use incognito browser |
| Daniel, Mark Jojit | 12/19/2025 | 10:52 PM | 10:53 PM | Citrix Latency - Change Citrix Server | Reset UI- asked permission from WF May Ann |
| Algarne, Roby Jean | 12/19/2025 | 10:34 PM | 11:18 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted her that she need to help first the customer before setting up and restarting the citrix. |
| Anisco, Jannah Gift | 12/19/2025 | 10:31 PM | 10:39 PM | Citrix Latency - Change Citrix Server | Restarted tools |
| Anisco, Jannah Gift | 12/19/2025 | 10:03 PM | 10:05 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | VPN disconnected server unreachable |
| Miranda, Kyle Heaven | 12/19/2025 | 11:30 PM | 11:42 PM | Avaya Issue - Freeze | n/a |
| Ropa, Nina Grace | 12/05/2025 | 8:53 PM | 9:12 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze , error in denali, no audio / Re started Avaya and PDA/ Avaya takes time to pull up. |
| Dela Cruz, Juhanah | 12/19/2025 | 11:27 PM | 11:29 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | N/A |
| Abayon, Madge | 12/19/2025 | 10:46 PM | 10:47 PM | Citrix Latency - Change Citrix Server | teammate received immediate assistance from her coach and mentor to resolved the issue immediately |
| Contillo, Jerome | 12/19/2025 | 9:00 PM | 9:12 PM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze| citrix disconnected |
| Iguis, Jessa | 12/19/2025 | 8:35 PM | 8:55 PM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze , error in denali, no audio |
| Lamayo, Alvin | 12/19/2025 | 11:02 PM | 11:24 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Vili, Annie Grace | 12/19/2025 | 8:40 PM | 8:42 PM | Citrix Latency - Change Citrix Server | After working on a case and placing it on hold, the Denali softphone is still running and needed to force end. Also experiencing latency. |
| Carlos, Anna Mae | 12/19/2025 | 11:04 PM | 11:08 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Shift Date: 12/19/25 Start Time End Time: 11:04 pm - 11:08 pm GSD Ticket Number : N/A Issue Type: Citrix froze and PDA ERROR while on avail Account Number: N/A POD Number: 35 POD Letter: B VPS USED: PHX |
| Dalmino, Josie | 12/19/2025 | 10:37 PM | 10:47 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/1/25 Start Time End Time:10:37 PM - 10:47 PM GSD Ticket Number : N/A Issue Type: KICKED OUT FROM CITRIX Account Number: 1294855234981483778 POD Number: 35 POD Letter: A VPS USED: PHX REASON: Kicked out from citrix while on chat, Need to open citrix,vpn, avaya, Pda and all tools. |
| Contillo, Jerome | 12/19/2025 | 8:33 PM | 8:36 PM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze| PDA error |
| Antioquia, Leah Mae | 12/19/2025 | 9:58 PM | 10:03 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/1/25 Start Time End Time: 9:58 PM - 10:03 PM GSD Ticket Number : N/A Issue Type: Citrix froze and VPN got disconnected Account Number: N/A POD Number: 36 POD Letter: F VPS USED: PHX |
| Baler, Nathaniel Victor | 12/19/2025 | 8:17 PM | 8:24 PM | No Audio - PDA/ other tools still functional | audio issue needed to restart Citrix |
| Detanoy, Anne Nicole | 12/19/2025 | 9:58 PM | 10:02 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/1/25 Start Time End Time: 9:58 PM - 10:02 PM GSD Ticket Number : N/A Issue Type: Citrix froze Account Number:N/A POD Number: 36 POD Letter: G VPS USED: PHX |
| Guevarra, Lander John | 12/19/2025 | 7:14 PM | 7:17 PM | Citrix Disconnected/PDA/Denali Error - after Break | PDA error while on break |
| Quirino, Rio Mae | 12/19/2025 | 9:41 PM | 9:42 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Shift Date: 12/1/25 Start Time End Time: 9:41 PM - 9:42 PM GSD Ticket Number : ------ Issue Type: VPN disconnected & PDA error Account Number: N/A POD Number: 36 POD Letter: D VPS USED: PHX REASON: PDA error while on lunch |
| Cawaling, Jeneron | 12/19/2025 | 6:50 PM | 7:00 PM | No Audio - PDA/ other tools still functional | Audio issue |
| Contillo, Jerome | 12/19/2025 | 6:34 PM | 6:38 PM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze| PDA error |
| Vili, Annie Grace | 12/19/2025 | 5:24 PM | 5:33 PM | No Audio - PDA/ other tools still functional | During meeting in Teams, encountered audio issue where I am unable to hear the mentor. Restarted Citrix, changing from LVS to Azure-EU. Avaya is taking some time to pull up. |
| Contillo, Jerome | 12/18/2025 | 2:14 AM | 2:25 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze| PDA error. citrix disconnected |
| Ropa, Nina Grace | 12/19/2025 | 8:53 PM | 9:12 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze , error in denali, no audio / Re started Avaya and PDA/ Avaya takes time to pull up. |
| Ponsaran, Girlie | 12/19/2025 | 10:38 PM | 10:42 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Azarraga V, Joselito | 12/19/2025 | 10:00 PM | 10:55 PM | Citrix Latency - Change Citrix Server | Citrix Failed to Pull up || Monitor failing || Tools would not load ||Restarted and tried multiple server || Reported to: TL Jesmark and WF Mollie |
| Parreno, Mark Anthony | 12/19/2025 | 10:36 PM | 10:50 PM | Citrix Latency - Change Citrix Server | Teammate experienced latency and unable to pull up his tools properly causing him to handle calls more than 30 mins. WF Allen advised to sign out and restart using a different citrix |
| Aguilar, Leanne Kaye | 12/19/2025 | 10:24 PM | 10:48 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Dumigpi, Althea | 12/19/2025 | 10:21 PM | 10:29 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Aguilar, Leanne Kaye | 12/19/2025 | 8:42 PM | 8:58 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Penano, Herlyn | 12/19/2025 | 9:46 PM | 10:22 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Cortes, Jessa | 12/19/2025 | 9:29 PM | 9:50 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Azarcon, Dianne | 12/19/2025 | 9:23 PM | 9:43 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Cortes, Jessa | 12/19/2025 | 8:33 PM | 8:44 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Caingcoy, Rolly | 12/19/2025 | 8:40 PM | 8:51 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Borlado, Lady Mae | 12/19/2025 | 8:51 PM | 9:03 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Dariagan, Esequela May | 12/19/2025 | 8:45 PM | 9:00 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Santillan, Wea | 12/19/2025 | 8:40 PM | 8:42 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Lizada, Bea | 12/19/2025 | 8:52 PM | 8:54 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Salas, Ma Joyce | 12/18/2025 | 7:32 PM | 7:55 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and Denali error. Cx is still on the line and suddenly when I go back I was kicked out on Citrix, so I had to repull-up all the tools again. |
| Lopez, Quibec | 12/18/2025 | 5:49 PM | 5:54 PM | Citrix Froze - CONTACTS DISCONNECTED | Avaya freeze need to restart pda and avaya |
| Lopez, Quibec | 12/18/2025 | 6:11 PM | 6:20 PM | Avaya Issue - Freeze | Avaya freeze need to restart pda and avaya |
| Ebacuado, Khaleen Kaye | 12/19/2025 | 6:48 PM | 6:52 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Shift Date: 12/1/25 Start Time End Time: 6:48 PM - 6: 52 PM GSD Ticket Number : ------ Issue Type: VPN disconnected & PDA error Account Number: N/A POD Number: 35 POD Letter: F VPS USED: PHX |
| Patron, Precious Kaye | 12/19/2025 | 7:07 PM | 7:38 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Citrix froze while on lunch | Need to change pod to login | Tried to login on LVS Citrix but it won't go through, changed to EU, need to restart to login and need to repull up tools. |
| Antioquia, Leah Mae | 12/19/2025 | 8:10 PM | 8:35 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/1/25 Start Time End Time: 6:10 - 6:35 PM GSD Ticket Number : N/A Issue Type: PC not working, afterwards, I was kicked out from Citrix Account Number: N/A POD Number: 36 POD Letter: F VPS USED: PHX REASON: While on ready, I was kicked out from Citrix and when I pulled up Citrix again, I can't click anything on the screen and I asked for help with WF Mollie. WF advised to have a hard reset and it took time before I pulled up citrix and avaya. Experienced a loop in restart page at citrix and after few minutes, I need to pull up all the tools again. |
| Lizada, Bea | 12/19/2025 | 8:22 PM | 8:29 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Bacuta, Rodelyn | 12/18/2025 | 8:18 PM | 8:22 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Nobleza, Ronelyn | 12/19/2025 | 7:56 PM | 8:03 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Shift Date: 12/19/25 Start Time End Time: 07:56 PM - 08:03 PM GSD Ticket Number : N/A Issue Type: PDA ERROR - VPN DISCONNECTED After lunch Account Number: N/A POD Number: 35 POD Letter: G VPS USED: PHX Reason: PDA ERROR - VPN DISCONNECTED After lunch - need to pull AVAYA again because it freezes |
| Gregorio, Jester | 12/19/2025 | 6:05 PM | 6:16 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted the teammate until he goes on ready |
| Esico, Mike Alen | 12/19/2025 | 8:26 PM | 8:29 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/25 Start Time End Time: 8:26 - 8:29 PM GSD Ticket Number : N/A Issue Type: Citrix Froze and VPN Disconnected Account Number:1799519401550794699 POD Number: 36 POD Letter: A VPS USED: ASH |
| Oquendo, Jemart | 12/19/2025 | 8:22 PM | 8:27 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/25 Start Time End Time: 8:22 - 8:27 PM GSD Ticket Number : N/A Issue Type: Citrix Froze and VPN Disconnected Account Number:1799519401550794699 POD Number: 30 POD Letter: G VPS USED: PHX REASON: Citrix froze while on call // call disconnected // delivered ghost spiel // need to put notes on account and endorsed the cx for callback |
| Carlos, Anna Mae | 12/19/2025 | 8:20 PM | 8:24 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Ebacuado, Khaleen Kaye | 12/19/2025 | 7:58 PM | 8:17 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Shift Date: 12/1/25 Start Time End Time: 7:58 PM - 8:17 PM GSD Ticket Number : ------ Issue Type: While on Lunch, I was kicked out from Citrix Account Number: N/A POD Number: 35 POD Letter: F VPS USED: PHX REASON: While lunch break, I got logged out of Citrix. When I tried to open it again, it stayed on the restart screen and took too long to load. Avaya also didn’t open, so I had to restart my computer to fix the issue and pull up tools again. |
| Lizada, Bea | 12/19/2025 | 7:42 PM | 7:52 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Dela Cruz, Juhanah | 12/19/2025 | 7:44 PM | 8:05 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | N/A |
| Cortes, Jessa | 12/19/2025 | 5:28 PM | 5:39 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | System Downtime reported and validated |
| Degoma, Rachel | 12/19/2025 | 8:09 PM | 8:14 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Shift Date: 12/19/25 Start Time End Time: 8:09 pm - 8:14 pm GSD Ticket Number : N/A Issue Type: PDA ERROR while on lunch Account Number: N/A POD Number: 35 POD Letter: E VPS USED: PHX |
| Dumigpi, Althea | 12/19/2025 | 6:18 PM | 6:42 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | System Downtime reported and validated |
| Abag, Jay | 12/19/2025 | 7:59 PM | 8:06 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Azarcon, Dianne | 12/19/2025 | 5:30 PM | 5:46 PM | Citrix Froze - CONTACTS DISCONNECTED | Tried logging in after re-connecting to VPN but Citrix keeps on kicking me out - system downtime reported and validated |
| Cabuslay, Ma Richelle | 12/19/2025 | 7:42 PM | 7:46 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | While on BREAK. Theres an active LIVE CHAT entered. Advised to go on LOGOUT pending. |
| Borres, Jonna Jean | 12/19/2025 | 7:55 PM | 8:07 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/25 Start Time End Time: 7:55 pm - 8:07 pm GSD Ticket Number : Issue Type: CITRIX FROZE AND kicked out of citrix/ AVAYA stuck/ had to force exit Account Number: 1173962226064100754 POD Number: 36 POD Letter: E VPS USED: PHX REASON: CITRIX FROZE AND VPN GOT DISCONNECTED/ AVAYA stuck/ had to force exit and repull up avaya again. PDA denali error. had to repull up PDA again |
| Delfin, Precious Eleanor | 12/19/2025 | 8:02 PM | 8:04 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | N/A |
| Dela Cruz, Juhanah | 12/19/2025 | 4:14 PM | 4:39 PM | Citrix Latency - Change Citrix Server | N/A |
| Abela, Rasil | 12/19/2025 | 7:38 PM | 7:52 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | N/A |
| Ibanez, Daniell | 12/19/2025 | 7:46 PM | 7:52 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/25 Start Time End Time: 7:46 -7:52 PM GSD Ticket Number : N/A Issue Type: citrix froze while on call Account Number:1331300005909435552 POD Number: 36 POD Letter: C VPS USED: PHX REASON: citrix froze while on call call not disconnected but cannot hear cx response. ghost spiel delivered,had to disconnect VPN so I don't have to re pull up tools again |
| Cortez, Janielow | 12/19/2025 | 7:33 PM | 7:35 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | N/A |
| Lamayo, Alvin | 12/19/2025 | 5:36 PM | 6:00 PM | No Audio - PDA/ other tools still functional | N/A |
| Ponsaran, Girlie | 12/19/2025 | 6:28 PM | 6:35 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Celoso, Ma Christina | 12/19/2025 | 5:09 PM | 6:13 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Franco, Doreen | 12/18/2025 | 7:22 PM | 7:28 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Rapista, Sarah Jane | 12/19/2025 | 7:23 PM | 7:30 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/19/25 Start Time End Time: 7:23 - 7:30 PM GSD Ticket Number : N/A Issue Type: Citrix Froze and VPN Disconnected Account Number:1576606696049984197 POD Number: 36 POD Letter: B VPS USED: PHX REASON: Delivered Ghost spiel and needed to restart VPN and AVAYA. |
| Nobleza, Ronelyn | 12/19/2025 | 7:07 PM | 7:15 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Shift Date: 12/16/25 Start Time End Time: 07:07 PM - 07:15 PM GSD Ticket Number : N/A Issue Type: PDA ERROR - VPN DISCONNECTED Account Number: N/A POD Number: 35 POD Letter: G VPS USED: PHX Reason: CITRIX FROZE WHILE ON CALL | CONTACT DISCONNECTED | avaya is still going on and needto pull up AVAYA again | pending lunch going on as well | and when i dial avaya - PDA error |
| Dalmino, Josie | 12/19/2025 | 7:02 PM | 7:05 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Shift Date: 12/1/25 Start Time End Time: 07:02 PM - 07:05 PM GSD Ticket Number : N/A Issue Type: PDA ERROR WHILE ON CHAT Account Number: N/A POD Number: 35 POD Letter: A VPS USED: PHX Reason: I encountered a PDA error while on chat. I need to press ‘Pending Logout’ in order to make an outbound call after the current call. Then, I have to reopen the PDA. |
| Dap-og, Florence | 12/19/2025 | 6:35 PM | 6:35 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Frozed, Kicked out. was able to log-in to citrix without restarting. PDA error Chat continues assist cx first. Restart PDA |
| Aguil, Mark Anthony | 12/19/2025 | 6:00 PM | 6:08 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze started 6:00PM then PDA error but still with chat ended 6:08PM back on ready 6:08PM |
| Amoguez, Apple Jane | 12/18/2025 | 1:19 AM | 1:38 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Celoso, Ma Christina | 12/18/2025 | 12:55 AM | 1:20 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Dela Cruz, Juhanah | 12/18/2025 | 12:50 AM | 1:16 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Lamayo, Alvin | 12/18/2025 | 12:53 AM | 1:16 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Capawan, Jherico | 12/18/2025 | 12:25 AM | 12:40 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Dicon, Reymelyn Grace | 12/18/2025 | 11:57 PM | 12:16 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Capawan, Jherico | 12/18/2025 | 6:19 PM | 6:40 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | N/A |
| Antioquia, Leah Mae | 12/19/2025 | 6:05 PM | 6:11 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Shift Date: 12/1/25 Start Time End Time: 6:05 - 6:11 PM (LUNCH 5:05 - 6:05) GSD Ticket Number : N/A Issue Type: While on Lunch, I was kicked out from Citrix Account Number: N/A POD Number: 36 POD Letter: F VPS USED: PHX REASON: While on Lunch, I was kicked out from Citrix and when I pulled up Citrix again, it was stuck on restart took too long to load. Avaya also wasn't pulling up so I had to restart the PC to reset and repull up everything again. |
| Detanoy, Anne Nicole | 12/19/2025 | 6:04 PM | 6:08 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/1/25 Start Time End Time: 6:04 - 6:08 PM GSD Ticket Number : N/A Issue Type: Kick out of Citrix while on lunch Account Number:N/A POD Number: 36 POD Letter: G VPS USED: PHX REASON: |
| Balberona, Ryah Mae | 12/19/2025 | 6:07 PM | 6:11 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted the teammate |
| Talabucon, Michelle | 12/19/2025 | 5:53 PM | 6:03 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix disconnected while on call // REPULL UP TOOLS. Endorsed for call back |
| Antioquia, Leah Mae | 12/18/2025 | 9:03 PM | 9:28 PM | Citrix Latency - Change Citrix Server | While reviewing an account, I experienced a severe latency and my VPN was disconnected. Afterwards I was kicked out from citrix. It took too long for the citrix to load and I needed to restart the PC and reset the citrix. |
| Alkonga, Abigail | 12/18/2025 | 11:45 PM | 11:47 PM | Citrix Disconnected/PDA/Denali Error - after Break | Citrix froze while on break |
| Ropa, Nina Grace | 12/19/2025 | 5:05 PM | 5:07 PM | Avaya Issue - Freeze | Unable to stamped Billable training on time as Avaya takes time to pull up/advised to re start PC/ did Avaya fix. |
| Quirino, Rio Mae | 12/19/2025 | 5:13 PM | 5:20 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/1/25 Start Time End Time: 5:13 - 5:20 PM GSD Ticket Number : N/A Issue Type: Citrix Froze and call disconnected, Kick out of Citrix Account Number:1154163738329673234 POD Number: 36 POD Letter: D VPS USED: PHX REASON: Had to re pull up vpn, avaya, and citrix and tools |
| Ciudadano, Michaela | 12/19/2025 | 4:38 PM | 4:47 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Lamayo, Alvin | 12/19/2025 | 3:55 PM | 4:04 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | N/A |
| Falco, Via | 12/17/2025 | 10:35 PM | 10:46 PM | Avaya Issue - Freeze | Name: Via O. Falco Shift Date: 12/17/25 Start Time: 10:35 PM End Time: 10:46 PM Issue: Citrix Froze/Avaya Freeze Account Number: N/A Was the call disconnected?: na Was a customer callback required?: na Who was the callback endorsed to?: na Ticket: na POD # & Letter: na Production Floor: TRN ROOM VPN Used: PHX Assisted By: Trainer King |
| Guevarra, Lander John | 12/17/2025 | 12:39 AM | 12:49 AM | Avaya Issue - Freeze | Name: Lander Guevarra Shift Date: 12/17/25 Start Time: 12:39 AM End Time: 12:49 AM Issue: citrix froze| PDA error Account Number: NA Was the call disconnected?: NO Was a customer callback required?: NO Who was the callback endorsed to?: NA Ticket: POD # & Letter: TRN room Production Floor: 3rd floor TRN room ROXAS VPN Used: LVS Assisted By: Ailene Alba |
| Lamayo, Alvin | 12/18/2025 | 9:58 PM | 10:01 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | N/A |
| Contillo, Jerome | 12/17/2025 | 12:48 AM | 12:53 AM | Avaya Issue - Freeze | Name: Jerome Contillo Shift Date: 12/17/25 Start Time: 12:48 AM End Time: 12:53 AM Issue: citrix froze| PDA error Account Number: NA Was the call disconnected?: NO Was a customer callback required?: NO Who was the callback endorsed to?: NA Ticket: POD # & Letter: TRN room Production Floor: 3rd floor TRN room ROXAS VPN Used: LVS Assisted By: Ailene Alba |
| Cordovero, Jinky | 12/17/2025 | 12:20 AM | 12:27 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Name: Jinky Cordovero Shift Date: 12/17/2025 Start Time: 12:20 AM End Time: 12:27 AM Issue: Kicked out from Citrix. Account Number: NA Was the call disconnected?: NA Was a customer callback required?: NA Who was the callback endorsed to?: NA Ticket: NA POD # & Letter: Training room Production Floor: No VPN Used: PHX Assisted By: Coach April Borres |
| Delfin, Wenjiel | 12/18/2025 | 12:32 PM | 12:37 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Donguines, Dia | 12/19/2025 | 5:00 PM | 5:10 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Name: Dia Donguines Shift Date: Dec. 19, 2025 Start Time: 05:00 pm End Time: 05:10 pm Issue: Citrix froze and got got kicked out of Citrix. Need to restart. Account Number: N/A Was the call disconnected?: N/A Was a customer callback required?: N/A Who was the callback endorsed to?: N/A Ticket: N/A POD # & Letter: POD 14- D Production Floor: 5th floor VPN Used: PHX Assisted By: TL Shiela |
| Baler, Nathaniel Victor | 12/19/2025 | 5:00 PM | 5:10 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Name: Nathaniel Victor Baler Shift Date: 12/19/2025 Start Time: 5:00 PM End Time: 5:10 PM Issue: Citrix froze Account Number: NA Was the call disconnected?: NA Was a customer callback required?: NA Who was the callback endorsed to?: NA Ticket: POD # & Letter: 6 - C Production Floor: 5th VPN Used: PHX Assisted By: Coach Ailene |
| Ponsaran, Girlie | 12/18/2025 | 12:38 AM | 12:52 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | N/A |
| Cordovero, Jinky | 12/19/2025 | 5:08 PM | 5:12 PM | No Audio - PDA/ other tools still functional | Name: Jinky Cordovero Shift Date: 12/19/25 Start Time: 5:08 PM End Time: 5:12PM Issue: AUDIO ISSUE Account Number: NA Was the call disconnected?: NO Was a customer callback required?: NO Who was the callback endorsed to?: NA Ticket: POD # & Letter: 6- E Production Floor: 5th floor VPN Used: PHX Assisted By: Coach Ailene Alba |
| Vili, Annie Grace | 12/17/2025 | 12:26 AM | 12:27 AM | Citrix Latency - Change Citrix Server | Name: Annie Grace Vili Shift Date: 12/17/2025 Start Time: 12:26 AM End Time: 12:27 AM Issue: Kicked out from Citrix. Account Number: NA Was the call disconnected?: NA Was a customer callback required?: NA Who was the callback endorsed to?: NA Ticket: NA POD # & Letter: Training room Production Floor: No VPN Used: PHX Assisted By: Coach April Borres |
| Abela, Rasil | 12/18/2025 | 12:38 AM | 12:49 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | N/A |
| Guevarra, Lander John | 12/17/2025 | 11:08 PM | 11:12 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Name: Lander Guevarra Shift Date: 12/17/25 Start Time: 11:08 PM End Time: 11:12PM Issue: citrix froze| PDA error Account Number: NA Was the call disconnected?: NO Was a customer callback required?: NO Who was the callback endorsed to?: NA Ticket: POD # & Letter: TRN room Production Floor: 3rd floor TRN room ROXAS VPN Used: LVS Assisted By: Ailene Alba |
| Cortez, Janielow | 12/18/2025 | 12:18 AM | 12:27 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Contillo, Jerome | 12/17/2025 | 8:46 PM | 8:49 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Name: Jerome Contillo Shift Date: 12/17/25 Start Time: 8:46 PM End Time: 8:49 PM Issue: citrix froze| PDA error Account Number: NA Was the call disconnected?: NO Was a customer callback required?: NO Who was the callback endorsed to?: NA Ticket: POD # & Letter: TRN room Production Floor: 3rd floor TRN room ROXAS VPN Used: LVS Assisted By: Ailene Alba |
| Amoguez, Apple Jane | 12/18/2025 | 9:22 PM | 10:13 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Degoma, Rachel | 12/19/2025 | 4:59 PM | 5:04 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Shift Date: 12/19/25 Start Time End Time: 4:59 PM -5:04 PM GSD Ticket Number : N/A Issue Type: PDA Denali Error Account Number: N/A POD Number: 35 POD Letter: E VPS USED: PHX |
| Barrera, Kate Angeline | 12/19/2025 | 4:36 PM | 4:42 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted the teammate until she goes on ready |
| Antioquia, Leah Mae | 12/19/2025 | 4:30 PM | 4:33 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/1/25 Start Time End Time: 4:30 - 4:33 PM GSD Ticket Number : N/A Issue Type: CITRIX FROZE AND VPN GOT DISCONNECTED Account Number: 1173962226064100754 POD Number: 36 POD Letter: F VPS USED: PHX |
| Esico, Mike Alen | 12/19/2025 | 4:24 PM | 4:26 PM | Citrix Froze - CONTACTS DISCONNECTED | NBN: to receiev Shift Date: 12/1/25 Start Time End Time: 4:24 - 4:26 PM GSD Ticket Number : N/A Issue Type: Citrix froze Account Number: 5604357832573438504 POD Number: 36 POD Letter: A VPS USED: ASH |
| Tacud, Claira Mae | 12/19/2025 | 2:41 PM | 2:46 PM | Citrix Froze - CONTACTS DISCONNECTED | ISSUE while on a call |
| Tacud, Claira Mae | 12/19/2025 | 12:22 PM | 12:27 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix froze transferred station |
| Tacud, Claira Mae | 12/19/2025 | 8:24 PM | 8:28 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix froze while waiting for a call |
| Alayon, Joeven | 12/19/2025 | 12:14 PM | 12:24 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Need to change prod from 5th to 3rd floor. Need to restart Citrix and repull up everything. |
| Valencia, Paulyn Rose | 12/19/2025 | 12:12 PM | 12:27 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix disconnected after prod transfer// need to repull up tools |
| Teodosio, Jean | 12/19/2025 | 12:50 PM | 12:54 PM | No Audio - PDA/ other tools still functional | No audio |
| Sta Romana, Jett | 12/19/2025 | 10:55 AM | 11:06 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and closed | Restart Citrix, reported to WF allan |
| CabalQuinto, Shayne | 12/19/2025 | 12:27 PM | 12:33 PM | Citrix Froze - CONTACTS DISCONNECTED | Moving from 5th to 3rd during lunch break. |
| CabalQuinto, Shayne | 12/19/2025 | 11:24 AM | 11:28 AM | Citrix Froze - CONTACTS DISCONNECTED | Citriz froze |
| Dumali, Marjorie | 12/19/2025 | 12:31 PM | 12:36 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix /PDA/AVAYA disconnected | change station |
| Billones, Vincent Paul | 12/19/2025 | 1:06 PM | 1:10 PM | Citrix Froze - CONTACTS DISCONNECTED | audio issue cx no respond contact is disconnected. |
| Teodosio, Jean | 12/19/2025 | 12:25 PM | 12:36 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | transfer from 5th fl to 3rd fl |
| Teodosio, Jean | 12/19/2025 | 7:58 AM | 8:03 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze |
| Billones, Vincent Paul | 12/19/2025 | 12:35 AM | 12:40 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix/Froze contact not disconnected. change station on 3rd floor |
| Baguioro, Chybelle | 12/19/2025 | 12:15 PM | 12:28 PM | Citrix Froze - CONTACTS DISCONNECTED | TRANSFERRED TO 3RD |
| Baguioro, Chybelle | 12/19/2025 | 11:47 AM | 11:53 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze and disconnected | unable to hear cx from the other line after sysdown | contact disconnected |
| Baguioro, Chybelle | 12/19/2025 | 8:28 AM | 8:29 AM | Citrix Disconnected/PDA/Denali Error - after Break | PDA ERROR | AVAYA, VPN AND PDA GOT DISCONNECTED AFTER BREAK. |
| Baguioro, Chybelle | 12/19/2025 | 7:42 AM | 7:44 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix FROZE | PDA ERROR WHILE ON READY |
| Baguioro, Chybelle | 12/19/2025 | 7:12 AM | 7:21 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix disconnected | CHANGE PC |
| Ciudad, Jerebel | 12/19/2025 | 12:11 AM | 12:20 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix error needed to restart after floor change |
| Ciudad, Jerebel | 12/19/2025 | 11:52 AM | 11:58 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | citrix kickout after lunch |
| Ciudad, Jerebel | 12/19/2025 | 10:28 AM | 10:33 AM | Citrix Disconnected/PDA/Denali Error - after Break | citrix kick out after break |
| Capurcos, Joan | 12/18/2025 | 8:21 AM | 8:29 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix freeze / Avaya freeze / citrix disconnected whille on call |
| Esteban, Janelle | 12/18/2025 | 7:23 AM | 7:27 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | N/A |
| Dizon, Arnel | 12/18/2025 | 4:18 AM | 4:23 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Denosta, Aprilyn | 12/18/2025 | 10:02 AM | 10:10 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Dizon, Arnel | 12/18/2025 | 8:18 AM | 8:32 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Esteban, Janelle | 12/18/2025 | 8:24 AM | 8:32 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Julian, Kristine Rose | 12/18/2025 | 9:53 AM | 9:59 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Bunol, Alvin Joshua | 12/18/2025 | 9:57 AM | 10:00 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Billones, Vincent Paul | 12/19/2025 | 9:52 AM | 9:56 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix/Froze contact is disconnected. |
| Hiloma, Ronalie | 12/18/2025 | 9:15 AM | 9:19 AM | No Audio - PDA/ other tools still functional | no audio while speaking with the customer (customer is using website to contact us ) |
| Valencia, Paulyn Rose | 12/19/2025 | 9:43 AM | 9:53 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze while on ready// PDA error// tried to stamp for ready but citrix then disconnected// reported the system issue to WF allan and repulled up the tools again |
| Olanga, Jolimae | 12/18/2025 | 9:24 AM | 9:27 AM | Avaya Issue - Freeze | Shift Date: Dec 18, 2025 Start Time: 9:24AM End Time: 9:27AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix froze, Avaya error while on chat Account Number: 2065173225748387831 Pod Number/Letter: 24|G Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: Assisted by: Coach Grace |
| Tenales, John Rey | 12/18/2025 | 8:35 AM | 8:48 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Shift Date: 12/18/2025 Start Time End Time: 8:35 AM - 8:48 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Avaya, PDA disconnected Account Number: N/A Pod Number/Letter: 23/D Production Floor: 5th floor VPN Used: PHX Account Number: 1185492887105637222, 5318562219500150870 |
| Espejo, Renalyn | 12/18/2025 | 8:22 AM | 8:26 AM | Avaya Issue - Freeze | Avaya Froze during call . No audio. Kicked out citrix. |
| Honrado, Kristel Danielle | 12/18/2025 | 7:00 AM | 7:12 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: December 18, 2025. Start Time End Time: 7:00 AM - 7:12 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): During Async system issue| Citrix disconnected| was able to access Citrix without setting up| Account Number: 5581862869721367691 Pod Number/Letter: 27 | A Production Floor: 5th Floor VPN Used: PHX GSD Ticket Number: N/A Assisted by: Coach Grace |
| Denosta, Marrianne | 12/18/2025 | 7:54 AM | 8:00 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Shift Date: December 18,2025 Start Time End Time: 7:54 AM - 8:00 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Denali error while on lunch. Account Number: N/A while on lunch Pod Number/Letter: 27/C Production Floor: 5F VPN Used: PHX GSD Ticket Number: |
| Flotildes, Realyn | 12/18/2025 | 7:55 AM | 7:57 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Shift Date: December 18,2025 Start Time End Time: 7:55 AM - 7:57 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Denali error while on lunch. Account Number: N/A while on lunch Pod Number/Letter: 23/G Production Floor: 5F VPN Used: PHX GSD Ticket Number: Assisted by: coach Kruzxanne EID: 430580 |
| Arevalo, Jolina | 12/18/2025 | 7:52 AM | 8:08 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate's citrix froze and she was kicked out from it. The call was not disconnected so teammate needs to pullup her citrix and tools to assist the customer while on system down. |
| Marcelino, Joselle | 12/18/2025 | 6:44 AM | 6:50 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: December 18, 2025 Start Time End Time: 06:44-50 am Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix froze, denali error Account Number: 2265790598479288090 Pod Number/Letter: 27-B Production Floor: 5th Floor VPN Used: PHX GSD Ticket Number: Assisted by: WF Allen |
| Palomo, John Paul | 12/18/2025 | 6:47 AM | 6:58 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Shift Date: 12/18/2025 Start Time End Time: 6:47 AM - 6:58 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix Froze / PDA Denali error while on Chat. I have to stamp logout to avoid further messages from the chat because it's already lunch time. Account Number: N/A Pod Number/Letter: 24/C Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: IMS0824830 Assisted by: Allen |
| Olanga, Jolimae | 12/18/2025 | 5:07 AM | 5:32 AM | Citrix Disconnected/PDA/Denali Error - after Break | Shift Date: Dec 18, 2025 Start Time: 5:07AM End Time: 5:32AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Change of pod Account Number: While on break Pod Number/Letter: 26|E Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: Assisted by: WF Allen |
| Iguin, Harlyn Mae | 12/18/2025 | 8:14 AM | 8:29 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate was kicked out from citrix after it froze. The call was disconnected but teammate need to restart her PC because she can't click anything even outside citrix. |
| Valencia, Paulyn Rose | 12/19/2025 | 7:08 AM | 7:14 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix disconnected// need to transfer station and need help to repull up tools again |
| Tulale, Mae Con | 12/18/2025 | 6:18 AM | 6:21 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Shift Date: December 18, 2025 Start Time End Time: 6:18 - 6:21 Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix froze, denali error Account Number: N/a Pod Number/Letter: 25-E Production Floor: 5th Floor VPN Used: PHX GSD Ticket Number: Assisted by: WF Allen mtulale - 431971 |
| Bunol, Alvin Joshua | 12/18/2025 | 8:24 AM | 8:53 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | n/a |
| Colesio, Edberg | 12/18/2025 | 8:23 AM | 8:41 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate was kicked out from citrix and he can't click anything. Teammate tried to pull-up another citrix but still gets an error. Advised the teammate to change station. |
| Magbanua, Ailyn | 12/18/2025 | 7:37 AM | 7:42 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Teammate's citrix was disconnected while on lunch. |
| Baguioro, Chybelle | 12/19/2025 | 7:12 AM | 7:21 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix disconnected | CHANGE PC |
| Dela Torre, Ivan Kyle | 12/18/2025 | 8:00 AM | 8:03 AM | Citrix Froze - CONTACTS DISCONNECTED | kicked out from citrix, cx unaudible, pulled up avaya,pda error |
| Berdandino, Rosalie | 12/18/2025 | 7:27 AM | 7:30 AM | Citrix Froze - CONTACTS DISCONNECTED | kicked out of the citrix// hard reset. |
| Generale, Lieza | 12/18/2025 | 7:45 AM | 7:50 AM | Citrix Froze - CONTACTS DISCONNECTED | kicked out of citrix |
| Ocumas, Christine | 12/18/2025 | 7:40 AM | 7:45 AM | Citrix Froze - CONTACTS DISCONNECTED | kicked out of citrix |
| Abajar, Allysa | 12/18/2025 | 7:12 AM | 7:25 AM | Avaya Issue - Freeze | Teammate had to restart PDA, can't receive calls. |
| Tindog, Laiza Mae | 12/18/2025 | 7:18 AM | 7:22 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze || kicked out from citrix |
| Diaz, Jessirie | 12/18/2025 | 7:16 AM | 7:19 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze || can't hear cx |
| Juarez, Andrei | 12/18/2025 | 7:54 AM | 8:23 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | n/a |
| Berdandino, Rosalie | 12/18/2025 | 3:21 AM | 3:23 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | PDA denali error |
| Beluso, Jhenice | 12/18/2025 | 5:53 AM | 6:07 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | n/a |
| Tindog, Laiza Mae | 12/18/2025 | 3:16 AM | 3:20 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze || PDA error |
| Baranda, Patricia Ann | 12/18/2025 | 5:50 AM | 5:54 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze. Still have an active call. Teammate was able to continue with the call since citrix did not kicked her out. |
| Begona, Maricar | 12/18/2025 | 3:06 AM | 3:10 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | VPN diconnected, can't hear cx, citrix froze |
| Magluyan, Grace Alondra Joy | 12/18/2025 | 7:50 AM | 7:55 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate did not exceed 5 minutes. |
| Nedula, Cleo Mariz | 12/18/2025 | 3:08 AM | 3:12 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze, avaya diconnected, can't hear the customer on the other line. |
| Fundal, Riny Lance | 12/18/2025 | 5:13 AM | 5:16 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze with active call. Teammate was able to go back right away since he was not kicked out. |
| Magluyan, Grace Alondra Joy | 12/18/2025 | 6:12 AM | 6:18 AM | Avaya Issue - Freeze | Took time to pull up Avaya and Tools |
| Parreno, Mark Anthony | 12/18/2025 | 5:38 AM | 5:46 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze and got kicked out. Teammate had to pull up citrix again. with active call. |
| Cadigal, Christopher | 12/18/2025 | 5:43 AM | 5:58 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Froze and kicked out after few minutes. Teammate has an active call 1227925669391848044. Teammate had to pull up citrix again. |
| Deocampo, Kelvin James | 12/18/2025 | 7:39 AM | 7:42 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix kickout need to restart but call still connected |
| Amparo, Ana Roces | 12/18/2025 | 5:42 AM | 5:47 AM | Citrix Disconnected/PDA/Denali Error - after Break | AVAYA freeze after Break. |
| Dela Cruz, Mary Joy | 12/18/2025 | 7:25 AM | 7:34 AM | Avaya Issue - Freeze | Citrix froze and kicked out / avaya disconnected and vpn / re start Citrix and tools |
| Bandellon, Razel Ann | 12/18/2025 | 8:17 AM | 8:23 AM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Palsario, Erica | 12/18/2025 | 8:18 AM | 8:27 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate's citrix froze while assisting the customer. Teammate had to restart the PC since the applications were unclickable. Tools affected: Citrix Disconnected/ PDA/ Avaya |
| Alvero, Eleandro | 12/18/2025 | 5:49 AM | 5:58 AM | Citrix Disconnected/PDA/Denali Error - after Break | Citrix disconnected and PDA error. Need to pull up Avaya and Citrix again. |
| Tayco, Khevin | 12/18/2025 | 5:40 AM | 5:55 AM | Avaya Issue - Freeze | Citrix froze and got kicked out. Teammate had to pull up citrix again. |
| Alojado, Geoven | 12/18/2025 | 4:19 AM | 4:30 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Froze Avaya got disconnected |
| Julian, Kristine Rose | 12/18/2025 | 5:50 AM | 6:05 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | none |
| Diaz, Frenmar | 12/18/2025 | 6:30 AM | 6:34 AM | Avaya Issue - Freeze | The system issue was resolved, and the teammate was able to go back on ready. |
| Montalban, Lorebe | 12/18/2025 | 5:48 AM | 5:55 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Teammate experience system issue during break. |
| Dalumpines, Athea Trisha | 12/18/2025 | 5:43 AM | 5:56 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate has her CITRIX disconnected while on break. Needed to pull up tools. |
| Celino, Ar Brian | 12/18/2025 | 8:06 AM | 8:09 AM | No Audio - PDA/ other tools still functional | Citrix froze and unable to hear cx |
| Espinosa Jr, Mervin | 12/18/2025 | 5:43 AM | 5:51 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate had CITRIX freeze and PDA error, while he is on BREAK. |
| Escalada, Johann Mikhail | 12/18/2025 | 7:31 AM | 7:31 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | N/A |
| Torre, Kin Bryan | 12/18/2025 | 7:25 AM | 7:26 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Teammate's PDA error while on lunch. |
| Bantigue, Jonna Mae | 12/18/2025 | 3:26 AM | 3:42 AM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Ayuda, Ma Victoria | 12/18/2025 | 5:41 AM | 5:52 AM | Citrix Disconnected/PDA/Denali Error - after Break | Teammate was on Break when she experience system issue (PDA error) |
| Bueno, Patricia Nicole | 12/18/2025 | 7:02 AM | 7:07 AM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Valenzuela, Keziah Mae | 12/18/2025 | 7:33 AM | 7:36 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call \\ Kicked out from citrix, call got disconnected \\ All tools disappeared |
| Binag, Roxan Joy | 12/18/2025 | 7:04 AM | 7:18 AM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Adodoli, Karl Howen | 12/18/2025 | 5:41 AM | 5:50 AM | Citrix Froze - CONTACTS DISCONNECTED | CITRIX was disconnected and PDA error, Teammate needs to pull up AVAYA and CITRIX while he is on Break. |
| Frugalidad, Cristina | 12/18/2025 | 8:00 AM | 8:11 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | At 08:00 AM TM's citrix froze during an active call | relaunched citrix (NA AZURE) and tried assisting the cx | call resolved | relaunched TM's Denali |
| Didulo, Liezel | 12/18/2025 | 7:01 AM | 7:10 AM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Alayon, Alyn Joy | 12/18/2025 | 7:11 AM | 7:23 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | n/a |
| Bajande, Jemima | 12/18/2025 | 7:05 AM | 7:15 AM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Pinaroyo, Rica Mae | 12/18/2025 | 7:11 AM | 7:28 AM | Citrix Latency - Change Citrix Server | N/A |
| Hermosisima, Zacharie James | 12/18/2025 | 7:44 AM | 8:01 AM | Citrix Disconnected/PDA/Denali Error - after Break | Tm experienced a downtime on break. Was about to set up but coach is still on break, I vouched for it to let the TM set up and go on ready |
| Graciadas, John Wilbert | 12/18/2025 | 5:33 AM | 5:46 AM | Citrix Disconnected/PDA/Denali Error - after Break | Teammate experience system sown while on Break |
| Bantigue, Jonna Mae | 12/18/2025 | 7:26 AM | 7:48 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Encina, Felix John | 12/18/2025 | 5:42 AM | 5:45 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate did not exceed 5 minutes of system down. |
| Flotildes, Realyn | 12/18/2025 | 2:57 AM | 3:05 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experienced a downtime during transfer. citrix didn't mirror. |
| Visto, Josellel | 12/05/2025 | 2:49 AM | 3:05 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experienced a downtime during transfer. citrix didn't mirror. |
| Diaz, Frenmar | 12/18/2025 | 7:52 AM | 7:57 AM | Citrix Froze - CONTACTS DISCONNECTED | The system issue was resolved, and the teammate was able to go back on ready. |
| Devibar, Juselle Rey | 12/18/2025 | 5:38 AM | 5:39 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Teammate did not exceed the 5 minutes system down. |
| Tanuyan, Zephamor Borrish | 12/18/2025 | 6:55 PM | 7:05 PM | Citrix Froze - CONTACTS DISCONNECTED | SHIFT DATE: 12/18/2025 START TIME: 6:59 AM END TIME: 7:05 AM REASON WHY YOU EXCEEDED 5 MINS IN SYSTEM DOWN: Avaya slow to pull up ISSUE: Citrix Froze/Avail ACCOUNT NUMBER: N/A TICKET NUMBER: POD:27-E VPN USED:PHX REMARKS |
| Mercado, Rozeth | 12/18/2025 | 6:13 AM | 6:40 AM | Citrix Disconnected/PDA/Denali Error - after Break | The system issue was resolved, and the teammate was able to go back on ready. |
| Tulale, Mae Con | 12/18/2025 | 2:46 AM | 3:00 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experienced a downtime during transfer of PODS. Citrix session didn't mirror. |
| Almasol, Shaira Rose | 12/18/2025 | 5:55 PM | 6:10 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | TM NAME: Shaira Rose Almasol SHIFT DATE: 12/19/2025 START TIME: 5:58 AM END TIME:6:08 AM ISSUE: Citrix Kicked out while on lunch ACCOUNT NUMBER: NA POD NUMBER-30 POD LETTER- A PRODUCTION FLOOR: 3rdfloor VPN USED- PHX Remarks: restart citrix and VPN |
| Oliveros, Christine | 12/18/2025 | 7:30 AM | 7:41 AM | No Audio - PDA/ other tools still functional | , 7:30 VPN citrix froze disconnected when reestablished cant hear cx, 7:34 delivered ghost spiel ended the call, avaya no sound, needs to logout and pullback |
| Magdaluyo, Claire Mae | 12/18/2025 | 2:50 AM | 2:56 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experienced a downtime during transfer of PODS. Citrix session didn't mirror. |
| Mercado, Jason | 12/18/2025 | 7:28 AM | 7:39 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Teammate experienced a PDA error while on lunch. He tried to click ‘Ready,’ but it only kept loading, so he restarted his AVAYA and VPN and then set up his PDA again. It took a while for his AVAYA to pull up. |
| Nepomuceno, Shenie | 12/18/2025 | 6:00 AM | 6:10 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | TM NAME: snepomuceno SHIFT DATE: 12/18.2025 START TIME: 06:01 AM END TIME: 06:06 AM REASON WHY YOU EXCEEDED 5 MINS IN SYSTEM DOWN: n/a ISSUE: Citrix disconnected while on lunch ACCOUNT NUMBER: n/a TICKET NUMBER: n/a POD: 29-C VPN USED: PHX REMARKS: n/a |
| Calsena, April Dexter | 12/18/2025 | 5:45 AM | 6:10 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | TM Name: acalsena SHIFT DATE- 12/18/2025 START TIME- 5:48 AM END TIME- 6:07 AM REASON WHY YOU EXCEEDED 5 MINS IN SYSTEM DOWN- ISSUE- PDA error while on Lunch ACCOUNT NUMBER: TICKET NUMBER- POD-30 E VPN USED- PHX REMARKa |
| Rance, Clem | 12/18/2025 | 6:55 AM | 7:14 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | PC Shutdown | Cx Disconnected Due To System Issue. |
| Algoso, Kyla Joy | 12/18/2025 | 6:42 AM | 7:09 AM | Citrix Latency - Change Citrix Server | TM experienced a PDA error and citrix froze while on chat. Assisted pending chats before restarting citrix as it still experiencing latency |
| Esporma, Hannah Mae | 12/18/2025 | 5:35 AM | 6:05 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | TM Name: hesporma SHIFT DATE- 12/18/2025 START TIME- 5:38 AM END TIME- 6:01 AM REASON WHY YOU EXCEEDED 5 MINS IN SYSTEM DOWN- PDA Error while on Lunch ISSUE- PDA error while on Lunch ACCOUNT NUMBER: TICKET NUMBER- POD-30 D VPN USED- PHX REMARKS |
| Algoso, Kyla Joy | 12/18/2025 | 2:40 AM | 3:03 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experience a system issue when transferring POD during break. Citrix didn't mirrored. |
| Pagsuguiron, Rachel | 12/18/2025 | 5:45 AM | 6:00 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Rachel Pagsuguiron SHIFT DATE-12/18/2025 START TIME-5:45 AM END TIME- 6:00 AM REASON WHY YOU EXCEEDED 5 MINS IN SYSTEM DOWN- Just got back after lunch ISSUE- Error in denali ACCOUNT NUMBER- TICKET NUMBER- POD-30-F VPN USED-PHX REMARKS- |
| Berry, Jean | 12/18/2025 | 5:55 AM | 6:00 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | TM NAME: jeaberry SHIFT DATE: DEC 18 START TIME: 5:55AM END TIME: 6:00 AM REASON WHY YOU EXCEEDED 5 MINS IN SYSTEM DOWN: ISSUE: CITRIX DISCONNECTED WHILE ON LUNCH ACCOUNT NUMBER: N/A TICKET NUMBER: N/A POD: 29 D VPN USED: PHX REMARKS: |
| Olivas, Johanna | 12/18/2025 | 6:47 AM | 6:54 AM | Citrix Froze - CONTACTS DISCONNECTED | The system issue was resolved, and the teammate was able to go back on ready. |
| Bacarro, Hanna Khate | 12/18/2025 | 7:41 AM | 7:45 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | PDA Error |
| Frial, Dave Lee | 12/18/2025 | 5:25 AM | 5:50 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Dellava, Angelica Mae | 12/18/2025 | 7:25 AM | 7:27 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | error while on lunch needs to set up PDA and AVAYA |
| Empeno, Alleah Camille | 12/18/2025 | 7:24 AM | 7:40 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix disconnected still in call |
| Arboleda Jr, Arnel | 12/18/2025 | 4:25 AM | 4:30 AM | No Audio - PDA/ other tools still functional | SYSDOWN |
| Oloroso, Mark Bryan | 12/18/2025 | 7:15 AM | 7:18 AM | Citrix Disconnected/PDA/Denali Error - after Break | error when abt to go on ready from brk. |
| Equinan, Jelame | 12/18/2025 | 4:10 PM | 4:20 PM | Citrix Froze - CONTACTS DISCONNECTED | SHIFT DATE: 12/18/2025 START TIME: 4:14AM END TIME: 4:19AM REASON WHY YOU EXCEEDED 5 MINS IN SYSTEM DOWN:endorsed cx for a callback but having issuewith the tracker | leave a note on cx account. ISSUE:citrix froze and I was kickout ACCOUNT NUMBER:5448681287406185524 TICKET NUMBER: POD: 27- A VPN USED: PHX REMARKS: |
| Villas, Neca | 12/17/2025 | 7:25 AM | 7:29 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | N/A |
| Catalan, Jowelyn | 12/18/2025 | 7:23 AM | 7:26 AM | Citrix Froze - CONTACTS DISCONNECTED | Avaya Issue/Contact Disconnected |
| Valencia, Nieza Joy | 12/18/2025 | 7:15 AM | 7:28 AM | Citrix Disconnected/PDA/Denali Error - after Break | CITRIX DOWN // AVAYA ISSUE |
| Rescate, Paul Jensen | 12/18/2025 | 6:27 AM | 6:36 AM | Citrix Disconnected/PDA/Denali Error - after Break | The system issue was resolved, and the teammate was able to go back on ready. |
| Villanueva, Harold | 12/18/2025 | 7:13 AM | 7:26 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix disconnected |
| Zapico, Rosario | 12/18/2025 | 6:33 AM | 6:47 AM | Citrix Froze - CONTACTS DISCONNECTED | The system issue was resolved, and the teammate was able to go back on ready. |
| Cordova, Jayvin | 12/18/2025 | 7:26 AM | 7:28 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Disconnected |
| Estialbo, Rochilyn Joy | 12/18/2025 | 5:34 AM | 5:40 AM | Citrix Froze - CONTACTS DISCONNECTED | The system issue was resolved, and the teammate was able to go back on ready. |
| Oloroso, Mark Bryan | 12/18/2025 | 7:15 AM | 7:18 AM | Citrix Disconnected/PDA/Denali Error - after Break | pda error while on break |
| Didulo, Liezel | 12/18/2025 | 3:00 AM | 3:14 AM | No Audio - PDA/ other tools still functional | Citrix froze, lost audio while on call |
| Alvero, Eleandro | 12/18/2025 | 1:48 AM | 1:55 AM | Citrix Froze - CONTACTS DISCONNECTED | CITRIX was froze and Teammate had to wait for the AVAYA to pull-up since it's took too long to load. |
| Abool, Mary Gloden | 12/18/2025 | 5:35 AM | 5:43 AM | Citrix Froze - CONTACTS DISCONNECTED | The system issue was resolved, and the teammate was able to go back on ready. |
| Aravejo, Shelomith | 12/18/2025 | 3:23 AM | 3:32 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Ledesma, John Patrick | 12/18/2025 | 5:29 AM | 5:38 AM | Citrix Froze - CONTACTS DISCONNECTED | The system issue was resolved, and the teammate was able to go back on ready. |
| Bordan, Rielyn Mae | 12/18/2025 | 7:07 AM | 7:12 AM | Avaya Issue - Freeze | NA |
| Magluyan, Grace Alondra Joy | 12/18/2025 | 2:09 AM | 2:43 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Teammate had encountered system issue during lunch, but was able to ready on time. |
| Alayon, Alyn Joy | 12/18/2025 | 3:16 AM | 3:20 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | VPN Automatically Disconnected/ Reconnected then PDA went error. Re launched PDA |
| Olmo, Lei Franzie Aira | 12/18/2025 | 6:56 AM | 7:03 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix disconnected |
| Ambay, Anne Nicole | 12/18/2025 | 5:44 AM | 5:55 AM | Citrix Froze - CONTACTS DISCONNECTED | The system issue was resolved, and the teammate was able to go back on ready. |
| Bajande, Jemima | 12/18/2025 | 3:03 AM | 3:05 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Labrador, Rachel | 12/18/2025 | 6:53 AM | 6:55 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix disconnected/PDA error |
| Tambong, Levi | 12/18/2025 | 2:14 AM | 2:37 AM | Citrix Froze - CONTACTS DISCONNECTED | The system issue was resolved, and the teammate was able to go back on ready. |
| Castro, Nyl John | 12/18/2025 | 5:43 AM | 6:29 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | PDA disconnected while customer was still on the line. Citrix froze and got kicked out. Teammate had to pull up citrix again. |
| Bueno, Patricia Nicole | 12/18/2025 | 3:00 AM | 3:05 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call. Contact not disconnected |
| Zapico, Rosario | 12/18/2025 | 2:06 AM | 2:46 AM | Citrix Froze - CONTACTS DISCONNECTED | The system issue was resolved, and the teammate was able to go back on ready. |
| Hiloma, Ronalie | 12/18/2025 | 2:24 AM | 2:03 AM | No Audio - PDA/ other tools still functional | *Customer concern with pi4, Experienced system issue, ghost spiel provided. |
| Amparo, Ana Roces | 12/18/2025 | 1:19 AM | 1:25 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate had experience error in PDA, Citrix freeze while Customer is still on the line. |
| Buhayo, Neil | 12/18/2025 | 2:56 AM | 3:05 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | PDA error while on call contact disconnected |
| Ebuna, Ckim Wesley | 12/18/2025 | 5:39 AM | 5:48 AM | Citrix Froze - CONTACTS DISCONNECTED | The system issue was resolved, and the teammate was able to go back on ready. |
| Delos Santos, Hubert Clifford | 12/18/2025 | 6:30 AM | 7:10 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix disconnected and kicked out while still on call finished call and reup VPN Avaya |
| Abrica, Apollo | 12/18/2025 | 5:38 AM | 5:55 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze and got kicked out. Teammate had to pull up citrix again. |
| Bantigue, Jonna Mae | 12/18/2025 | 2:26 AM | 2:33 AM | No Audio - PDA/ other tools still functional | Audio issue, able to hear cx. fixed audio |
| Espinosa Jr, Mervin | 12/18/2025 | 1:41 AM | 1:46 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate restarts his AVAYA and VPN to proceed. |
| Sta Romana, Jett | 12/19/2025 | 6:50 AM | 7:00 AM | No Audio - PDA/ other tools still functional | No audio | other tools are working | Change PC |
| Cezar, Princess Jean | 12/18/2025 | 2:28 AM | 2:43 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze/disconnected while on call|| no audio|| restart everything| re-pull up all tools |
| Ayuda, Ma Victoria | 12/18/2025 | 1:56 AM | 2:08 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate had her CITRIX freeze, and was kicked out. Needs to restart in setting-up. |
| Fiecas, Peache | 12/18/2025 | 5:33 AM | 5:43 AM | Citrix Froze - CONTACTS DISCONNECTED | The system issue was resolved, and the teammate was able to go back on ready. |
| Abajar, Allysa | 12/18/2025 | 5:38 AM | 6:14 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and got kicked out. Teammate's avaya was too slow to pull up. Had to rebuild the PDA. |
| Parohinog, Reynan | 12/18/2025 | 1:56 AM | 2:01 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate did not exceed 5 minutes. |
| Lubrin, Mary Gwyneth | 12/18/2025 | 5:21 AM | 5:42 AM | Citrix Latency - Change Citrix Server | Assisted here to cloud reset and restart all the tools |
| Obafial, Christian Jay | 12/18/2025 | 5:25 AM | 5:35 AM | Citrix Froze - CONTACTS DISCONNECTED | The system issue was resolved, and the teammate was able to go back on ready. |
| Aurelio, Jen Rose | 12/18/2025 | 5:36 AM | 5:42 AM | Citrix Froze - CONTACTS DISCONNECTED | The system issue was resolved, and the teammate was able to go back on ready. |
| Cabugao, Nhel Francis | 12/18/2025 | 6:40 AM | 6:51 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | While on the call/ unable to un-hold the call/ Re start everything. Assisted by TL Gel and Coach April |
| Legaspi, Li Gorton | 12/18/2025 | 5:22 AM | 5:43 AM | Citrix Froze - CONTACTS DISCONNECTED | The system issue was resolved, and the teammate was able to go back on ready. |
| Devibar, Juselle Rey | 12/18/2025 | 1:37 AM | 1:46 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate's CITRIX freeze and lasted for 5 minutes and needs to set-up everything. |
| Estialbo, Rochilyn Joy | 12/18/2025 | 5:34 AM | 5:40 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assist her to cater first the customer before restarting |
| Algarne, Roby Jean | 12/18/2025 | 6:35 AM | 6:39 AM | Citrix Disconnected/PDA/Denali Error- after Training Meeting | Citrix kicked out // during Training/Meting / Re set up |
| Jore, Paul Vincent | 12/18/2025 | 6:30 AM | 6:41 AM | Citrix Disconnected/PDA/Denali Error- after Training Meeting | Citrix kickout while on training meeting/ re set up |
| Anisco, Jannah Gift | 12/18/2025 | 6:01 AM | 6:04 AM | Citrix Froze - CONTACTS DISCONNECTED | VPN disconnected/Citrix kicked out |
| Viejo, Jerilee | 12/18/2025 | 5:50 AM | 5:55 AM | Citrix Disconnected/PDA/Denali Error- after Training Meeting | Citrix kickout/Avaya loading and PDA/restarted tools/ |
| Cabugao, Nhel Francis | 12/18/2025 | 6:40 AM | 6:51 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | assisted TM till login, he endorsed accnt for callback request on their team channel. |
| Olisco, Francis John | 12/18/2025 | 6:26 AM | 6:36 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Froze and PDA/Denali Error while on avail |
| Baguioro, Chybelle | 12/19/2025 | 6:30 AM | 6:36 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | PDA ERROR | CHANGE PC |
| Tondo, Joshua | 12/18/2025 | 6:20 AM | 6:35 AM | Citrix Disconnected/PDA/Denali Error - after Break | citrix froze and disconnected while on break, need to pull up tools again| |
| Villarosa, Gerry | 12/18/2025 | 12:30 AM | 12:35 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | VALIDATED |
| Aniero, Mark Anthony | 12/18/2025 | 6:15 AM | 6:22 AM | Citrix Disconnected/PDA/Denali Error - after Break | Citrix froze while on break |
| Alcos, Jenny | 12/18/2025 | 6:38 AM | 6:46 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Kicked out from citrix//call not disconnected |
| Zapico, Rosario | 12/18/2025 | 10:26 PM | 10:35 PM | Citrix Froze - CONTACTS DISCONNECTED | The system issue was resolved, and the teammate was able to go back on ready. |
| Floro, Claire Jacynth | 12/18/2025 | 5:52 AM | 5:54 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | No audio on two calls, no account pull up on the next call/ Citrix froze//PDA error |
| Olivas, Johanna | 12/18/2025 | 5:30 AM | 5:41 AM | Citrix Froze - CONTACTS DISCONNECTED | The system issue was resolved, and the teammate was able to go back on ready. |
| Degala, Jeanette | 12/18/2025 | 6:22 AM | 6:27 AM | Avaya Issue - Freeze | Avaya error |
| Formelos, Diana Joy | 12/18/2025 | 5:21 AM | 5:33 AM | Avaya Issue - Freeze | The system issue was resolved, and the teammate was able to go back on ready. |
| Abool, Mary Gloden | 12/18/2025 | 5:35 AM | 5:43 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assist her to assist first the cx before restarting |
| Baranda, Patricia Ann | 12/18/2025 | 5:50 AM | 5:54 AM | Avaya Issue - Freeze | Citrix froze and got kicked out. |
| Duno, Edgar Louise | 12/18/2025 | 5:21 AM | 5:36 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assist him that he need to finish to the call first before restarting |
| Procalla, Vincent Albert | 12/18/2025 | 4:36 AM | 4:47 AM | Avaya Issue - Freeze | Citrix froze and got kicked out. Teammate unable to go back to citrix, had to restart and login again. |
| Osano, Jhenaline | 12/18/2025 | 6:02 AM | 6:13 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate's Citrix froze and then she was kicked out while the call is still on going. Teammate set-up and assist the customer. |
| Formelos, Diana Joy | 12/18/2025 | 1:21 AM | 1:31 AM | Citrix Froze - CONTACTS DISCONNECTED | The issue has been resolved and the teammate was able to go back on ready. |
| Quinton, Quenne | 12/18/2025 | 5:53 AM | 5:03 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Citrix loggeout after the Avaya got disconnected. |
| Acejo, Aljune Mike | 12/18/2025 | 5:48 AM | 5:58 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call//PDA denalli errror//OUT FROM CITRIX |
| Buala, Kristine Grace | 12/18/2025 | 5:40 AM | 5:55 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call, the call did not disconnected while the Citrix had already loggedout. |
| Cordova, Jayvin | 12/18/2025 | 5:27 AM | 5:39 AM | Citrix Froze - CONTACTS DISCONNECTED | Kicked out from citrix, call disconnected |
| Duran, Louella | 12/18/2025 | 5:26 AM | 5:28 AM | Avaya Issue - Freeze | Avaya error |
| Arcano, Anjenette | 12/18/2025 | 5:10 AM | 5:14 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call \\ Kicked out from citrix, call got disconnected \\ All tools disappeared |
| Deslate, Krezzel | 12/18/2025 | 5:40 AM | 5:48 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call |
| Tenales, John Rey | 12/18/2025 | 5:32 AM | 5:33 AM | Avaya Issue - Freeze | Shift Date: 12/18/2025 Start Time End Time: 5:32 AM - 5:33 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Avaya disconnected Account Number: N/A Pod Number/Letter: 23/D Production Floor: 5th floor VPN Used: PHX |
| Lingco, Rollene | 12/18/2025 | 5:29 AM | 5:37 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze and denali error while on call |
| Samino, Anthony Josh | 12/18/2025 | 5:27 AM | 5:30 AM | Citrix Disconnected/PDA/Denali Error - after Break | Shift Date: 12/18/2025 Start Time End Time: 5:27 AM - 5:30 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): after break Advised to change POD, successfully mirrored it, but it goes PDA error Account Number:N/A Pod Number/Letter: 26/D transferred to 27-D Production Floor: 5th floor VPN Used: PHX |
| Candelario, Jenesa | 12/18/2025 | 4:00 AM | 4:10 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | N/A |
| Samino, Anthony Josh | 12/18/2025 | 4:53 AM | 5:00 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Shift Date: 12/18/2025 Start Time End Time: 4:53 AM - 5:00 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): PDA error Account Number:1788090593962279524 Pod Number/Letter: 26/D Production Floor: 5th floor VPN Used: PHX |
| Esteban, Janelle | 12/18/2025 | 4:20 AM | 4:31 AM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Celino, Chriselle | 12/18/2025 | 5:27 AM | 5:40 AM | Citrix Froze - CONTACTS DISCONNECTED | Reported to WF May Ann |
| Alvero, Eleandro | 12/17/2025 | 5:47 AM | 5:52 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate did not exceed 5 minute system down. |
| Randoy, Jenebeth | 12/18/2025 | 5:05 AM | 5:22 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Reported to Coach Rex |
| Borda, Lourgene | 12/18/2025 | 5:22 AM | 5:25 AM | Avaya Issue - Freeze | Reported to WF May Ann |
| Duran, Louella | 12/18/2025 | 5:04 AM | 5:11 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Disconnected |
| Galleno, Mark | 12/18/2025 | 5:22 AM | 5:25 AM | Citrix Froze - CONTACTS DISCONNECTED | Reported to Coach Lovly |
| Espinosa Jr, Mervin | 12/18/2025 | 1:41 AM | 1:46 AM | Citrix Froze - CONTACTS DISCONNECTED | The system down did not exceed 5 minutes |
| Daniel, Mark Jojit | 12/18/2025 | 5:08 AM | 5:18 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix kickout/Restart Avaya and PDA/restarted tools/ Call not disconnected |
| Tuyay, Shantal | 12/18/2025 | 4:50 AM | 5:02 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Denali error while on call (call not disconnected) |
| Graciadas, John Wilbert | 12/18/2025 | 1:37 AM | 1:50 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate's CITRIX was disconnected and had difficulty in pulling it up again. |
| Galleno, Mark | 12/18/2025 | 1:11 AM | 1:22 AM | Citrix Froze - CONTACTS DISCONNECTED | Reported to WF Allen |
| Lubrin, Mary Gwyneth | 12/18/2025 | 1:11 AM | 1:36 AM | Citrix Disconnected/PDA/Denali Error - after Break | Reported to WF May Ann |
| Devibar, Juselle Rey | 12/17/2025 | 5:35 AM | 5:50 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate had to hard reset need to set up all over again and the call did not disconnect when the system down happened. Needs to set-up from the start. |
| Lingco, Rollene | 12/18/2025 | 1:27 AM | 1:49 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Citrix froze and kicked out while on call | need to restart citrix and pull up tools again. need to quit avaya to end the call since there was no response on the cx end had a hard time pulling up Avaya |
| Deslate, Krezzel | 12/18/2025 | 1:41 AM | 1:45 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call |
| Buala, Kristine Grace | 12/18/2025 | 1:27 AM | 12:40 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate pulled up Citrix again, as it got disconnected after it froze. |
| Borda, Lourgene | 12/18/2025 | 12:18 AM | 12:30 AM | Avaya Issue - Freeze | Reported to WF May Ann |
| Bunol, Alvin Joshua | 12/18/2025 | 4:22 AM | 4:24 AM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Arbolado, Danielle | 12/18/2025 | 4:56 AM | 5:05 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | kickout/Restart Avaya and PDA/restarted tools |
| Celino, Chriselle | 12/18/2025 | 1:25 AM | 1:50 AM | Citrix Froze - CONTACTS DISCONNECTED | Reported to WF May Ann |
| Tondo, Joshua | 12/18/2025 | 1:10 AM | 1:20 AM | Citrix Disconnected/PDA/Denali Error - after Break | Citrix froze and disconnected while on break need to pull up tools again |
| Tolentino, Realyn | 12/18/2025 | 4:41 AM | 4:53 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate forgot the account number |
| Iguin, Harlyn Mae | 12/18/2025 | 4:12 AM | 4:31 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Teammate's citrix froze while on call. call was not disconnected and the then teammate was instructed by WF Yan to restart her citrix because the other monitor is not working. |
| Bandellon, Razel Ann | 12/18/2025 | 4:16 AM | 4:23 AM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Manican, Joanna Len | 12/18/2025 | 1:15 AM | 1:18 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Reported to WF May Ann |
| Rance, Clem | 12/18/2025 | 3:40 AM | 3:45 AM | Citrix Froze - CONTACTS DISCONNECTED | Encountered system issue, Avaya got disconnected, Citrix froze, not hearing response from Cx. Need to restart tools. |
| Deocampo, Joemar | 12/18/2025 | 2:34 AM | 2:50 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Reported to WF Allen |
| Zante, Chim Neo | 12/25/2025 | 4:02 AM | 4:07 AM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Bordan, Rielyn Mae | 12/18/2025 | 12:38 AM | 1:31 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | PDA error while on lunch. Time is based on my stats |
| Dizon, Arnel | 12/18/2025 | 4:18 AM | 4:23 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | n/a |
| Tablo, Roxann | 12/18/2025 | 2:45 AM | 2:55 AM | Citrix Froze - CONTACTS DISCONNECTED | Reported to coach Lovly |
| Colesio, Edberg | 12/18/2025 | 4:25 AM | 4:35 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate's citrix froze during consult and he can't click anything. The call was disconnected but he received another call during sysdown. Teammate set-up another citrix and PDA. |
| Tenales, John Rey | 12/18/2025 | 4:33 AM | 4:42 AM | Citrix Disconnected/PDA/Denali Error - after Break | Shift Date: 12/18/2025 Start Time End Time: 4:33 AM - 4:42 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): after break. We were advised to change Pod station. I have to restart and setup my tools again. Account Number: N/A Pod Number/Letter: 23/D Production Floor: 5th floor VPN Used: PHX |
| Daniel, Mark Jojit | 12/18/2025 | 1:25 AM | 1:28 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | NA |
| Bacarro, Hanna Khate | 12/18/2025 | 3:40 AM | 4:48 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | citrix disconnected during lunch |
| Villanueva, Harold | 12/18/2025 | 4:26 AM | 4:29 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | PDA Error |
| Valencia, Nieza Joy | 12/18/2025 | 3:30 AM | 3:32 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | PDA Error |
| Bordan, Rielyn Mae | 12/18/2025 | 4:41 AM | 4:46 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | NA |
| Espejo, Renalyn | 12/18/2025 | 4:21 AM | 4:24 AM | No Audio - PDA/ other tools still functional | Avaya froze during call. No audio. Provided ghost spiel. |
| Tenales, John Rey | 12/18/2025 | 3:43 AM | 3:58 AM | Citrix Disconnected/PDA/Denali Error - after Break | Shift Date: 12/18/2025 Start Time End Time: 3:43 AM - 3:58 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): after break. We were advised to change Pod station. I have to restart and setup my tools again. Account Number: N/A Pod Number/Letter: 26/A Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: |
| Alojado, Geoven | 12/18/2025 | 4:19 AM | 4:30 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Froze Avaya got disconnected |
| Olmo, Lei Franzie Aira | 12/18/2025 | 3:07 AM | 3:08 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | PDA Error |
| Flotildes, Realyn | 12/18/2025 | 3:44 AM | 4:04 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Shift Date: December 18,2025 Start Time End Time: 3:44 AM - 4:04 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Denali error while on chat. Account Number: 6101613434235649151 and 2174222159436303567 Pod Number/Letter: 23/G Production Floor: 5F VPN Used: PHX GSD Ticket Number: Assisted by: coach grace EID: 430580 |
| Abool, Mary Gloden | 12/18/2025 | 1:33 AM | 1:35 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted to stamp on ready right away |
| Magdaluyo, Claire Mae | 12/18/2025 | 3:36 AM | 4:05 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Shift Date: 12/18/2025 Start Time End Time: 3:36 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Denali error while on chat Account Number: 6052023337415762984 Pod Number/Letter: 23 - F Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: Assisted by: Coach Tania EID: 430142/cmagdaluyo |
| Catalan, Jowelyn | 12/18/2025 | 3:16 AM | 3:19 AM | Citrix Froze - CONTACTS DISCONNECTED | CITRIX FROZE/CALL DISCONNECTED |
| Oliveros, Christine | 12/18/2025 | 3:28 AM | 3:33 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Basas, Kirk Michael | 12/18/2025 | 4:30 AM | 4:35 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted to stamp on ready right away |
| Escalada, Johann Mikhail | 12/18/2025 | 2:57 AM | 3:07 AM | Avaya Issue - Freeze | Teammate is now back at taking calls |
| Magluyan, Grace Alondra Joy | 12/17/2025 | 5:19 AM | 5:37 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Teammate's PDA was froze and VPN was disconnected, when Teammate attempted to login again Teammate experienced CITRIX freeze and was logged out again. |
| Resurreccion, Rodel John | 12/18/2025 | 4:09 AM | 4:25 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on Call. Teammate was kicked out but the call was not disconnected. Teammate set up his citrix again to assist the customer but after once call he receive another call so he disconnected his AVAYA and set it up again. |
| Salgado, Bryan Steven | 12/18/2025 | 4:10 AM | 4:33 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted the tm to assist first the cx then help him restarting and stamp on ready |
| Celino, Ar Brian | 12/18/2025 | 4:01 AM | 4:03 AM | No Audio - PDA/ other tools still functional | N/A |
| Tenales, John Rey | 12/18/2025 | 2:46 AM | 3:02 AM | Citrix Disconnected/PDA/Denali Error - after Break | Shift Date: 12/18/2025 Start Time End Time: 2:46 AM - 3:02 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): after break. We were advised to change Pod station. I have to restart and setup my tools again. Account Number: N/A Pod Number/Letter: 26/A Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: |
| Parreno, Mark Anthony | 12/18/2025 | 3:41 AM | 3:48 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | PDA Error after teammate went back from lunch |
| Bayhon, Katrina | 12/18/2025 | 4:00 PM | 4:10 PM | Citrix Latency - Change Citrix Server | Had a hard time signing in to Citrix and pull up my tools which leads to delayed in logging in |
| Trinidad, Gio Enrico | 12/18/2025 | 4:00 PM | 4:10 PM | Citrix Latency - Change Citrix Server | Could not log in to Citrix |
| Ayuda, Ma Victoria | 12/17/2025 | 5:49 AM | 5:58 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate was kicked out from his CITRIX and still on the line with the Customer assisting to verify identity in receiving code using her phone number. Wasn't able to set-up |
| Declaro, Lalyn | 12/18/2025 | 4:00 PM | 4:10 PM | Citrix Latency - Change Citrix Server | Can't log in to Citrix/ LVS |
| Nadate, Jonnabell | 12/18/2025 | 3:59 AM | 4:10 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate's citrix froze and she was kicked out from it. Call was not disconnected but no audio from the customer's end. Teammate need to set up again. |
| Sion, Noel James | 12/18/2025 | 4:00 PM | 4:10 PM | Citrix Latency - Change Citrix Server | Could not log in to the Citrix | LVS |
| Villarosa, Gerry | 12/18/2025 | 4:00 PM | 4:10 PM | Citrix Latency - Change Citrix Server | Could not log in on the Citrix |
| Lagumbay, Daniela Marie | 12/18/2025 | 4:00 PM | 4:10 PM | Citrix Latency - Change Citrix Server | Avaya not signing in, had to restart twice. |
| Candoleta, Janine Pearl | 12/18/2025 | 4:00 PM | 4:11 PM | Citrix Latency - Change Citrix Server | Can't log in to Citrix / LVS..Need to reboot |
| Alvero, Eleandro | 12/17/2025 | 1:49 AM | 1:59 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate was kicked out from his CITRIX, and is assisting his Customer (login) while on call. |
| Arrobang, Juliena Rose | 12/18/2025 | 3:49 AM | 3:58 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Kicked out on Citrix after lunch. Teammate had to log back in to Citrix and restart PDA. |
| Oquendo, Romel John | 12/18/2025 | 4:00 PM | 4:10 PM | Citrix Latency - Change Citrix Server | Could not log in to Cetrix therefore could not be ready on time at 4PM |
| Andrade, Tresha | 12/18/2025 | 4:00 PM | 4:14 PM | Citrix Latency - Change Citrix Server | Could not log in to Cetrix therefore could not be ready on time at 4PM |
| Bascos, Kyle | 12/18/2025 | 4:00 PM | 4:20 PM | Citrix Latency - Change Citrix Server | setting up my citrix when i suddenly got kicked out and cannot use the LVS anymore so I had to find another citrix to pull up my resources again |
| Lagumbay, Daniela Marie | 12/18/2025 | 4:00 PM | 4:10 PM | Citrix Latency - Change Citrix Server | Avaya not signing in, had to restart Avaya twice. |
| Marcelo, Johoney | 12/18/2025 | 3:59 AM | 4:04 AM | No Audio - PDA/ other tools still functional | Teammate's citrix froze and the call still continue but no Audio. |
| Batilaran, Frenzy Earl Sydney | 12/18/2025 | 4:00 PM | 4:04 PM | Citrix Latency - Change Citrix Server | Could not log in to Citrix/LVS/severe latency in DUB |
| Tulale, Mae Con | 12/18/2025 | 3:48 AM | 3:55 AM | Citrix Froze - CONTACTS DISCONNECTED | Correcting agent name Shift Date: December 18, 2025 Start Time End Time: 3:48 - 3:55 Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix froze, denali error Account Number: 1241017006138375631 / endorse for CB Pod Number/Letter: 25-E Production Floor: 5th Floor VPN Used: PHX GSD Ticket Number: Assisted by: WF Allen mtulale - 431971 |
| Torres, Maycel | 12/18/2025 | 4:00 PM | 4:25 PM | Citrix Latency - Change Citrix Server | could not log in to LVS Citrix had to use DUB Citrix that cause the latency |
| Denosta, Marrianne | 12/18/2025 | 3:48 AM | 4:02 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Shift Date: 12/18/2025 Start Time End Time: 3:48 AM - 4:02 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): citix froze and avya error| contacts not disconnected Account Number: n/a Pod Number/Letter: 27/C Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: Assisted by: |
| Bayhon, Katrina | 12/18/2025 | 7:39 PM | 7:45 PM | Citrix Froze - CONTACTS DISCONNECTED | I was about to file the dispute but got stopped because of citrix froze and avaya, VPN got disconnected and need to repull up avaya and it takes time to load up |
| Adodoli, Karl Howen | 12/18/2025 | 1:34 AM | 1:42 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate wasn't able to set-up right away since he experienced CITRIX froze for a long time and Customer is no longer responsive |
| Trinidad, Angelika | 12/18/2025 | 6:50 PM | 7:08 PM | Citrix Froze - CONTACTS DISCONNECTED | While checking the transaction citrix froze and avaya, VPN got disconnected and nee o repull up avaya and it takes time to load up |
| Mateo, Mary Claresse | 12/18/2025 | 7:36 PM | 8:52 PM | Citrix Froze - CONTACTS DISCONNECTED | Denali error. call got disconnected |
| Torres, Maycel | 12/18/2025 | 7:55 PM | 8:06 PM | Citrix Froze - CONTACTS DISCONNECTED | Avaya Freeze/citrix froze call got disconnected |
| Trinidad, Gio Enrico | 12/18/2025 | 7:56 PM | 8:03 PM | Citrix Froze - CONTACTS DISCONNECTED | CITRIX FROZE AND DISCONNECTED. RELOAD TOOLS .both calls got disconnected just after I received the calls |
| Floro, Claire Jacynth | 12/18/2025 | 3:20 AM | 3:22 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | kicked out Citrix while on call |
| Batilaran, Frenzy Earl Sydney | 12/18/2025 | 7:54 PM | 8:06 PM | Citrix Froze - CONTACTS DISCONNECTED | citirix froze/server unreachable. Cx was telling me her concern but the call suddenly got disconnected due to system issue. I only heard that it was a payment for toys for her grandkids |
| Magdaluyo, Claire Mae | 12/18/2025 | 3:48 AM | 3:55 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Shift Date: 12/18/2025 Start Time End Time: 3:36 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Denali error while on chat Account Number: 6052023337415762984 Pod Number/Letter: 23 - F Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: Assisted by: Coach Tania EID: 430142/cmagdaluyo |
| Sion, Noel James | 12/18/2025 | 7:46 PM | 8:06 PM | Citrix Froze - CONTACTS DISCONNECTED | WHile handling cx the Citrix Freeze contact disconnected. Citrix Issue |
| Diaz, Frenmar | 12/18/2025 | 10:00 PM | 10:45 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | This issue was assisted by WF Franz Allen Garcia. |
| Pinalba, Reybe | 12/18/2025 | 7:51 PM | 8:07 PM | Citrix Froze - CONTACTS DISCONNECTED | While assisting the Cx, Citrix froze / Avaya froze while on call had been kicked out from Citrix after|Need to re-pull up Avaya, citrix and all the tools. |
| Villarosa, Gerry | 12/18/2025 | 6:59 PM | 7:11 PM | Citrix Froze - CONTACTS DISCONNECTED | I was about to explain the status of the dispute case however, Citrix froze and got kicked out, VPN got disconnected and need to restart my VPN, Avaya and repull up my tools. |
| Deondo, Kristine Marie | 12/18/2025 | 3:46 AM | 3:54 AM | Citrix Disconnected/PDA/Denali Error - after Break | Shift Date: 12/18/2025 EID: 435600 NTID: krdeondo Start Time: 03:46AM End Time: 03:54 AM GSD Ticket Number : Issue Type (e.g., Latency, Frozen Screen, Avaya Error) - Citrix froze/ PDA error ( Transfer PODs POD: 12-D to 26-G Current Skillset: CHAT Last Activity: Break - DUB Citrix |
| Denosta, Marrianne | 12/18/2025 | 2:47 AM | 3:19 AM | Citrix Disconnected/PDA/Denali Error - after Break | Shift Date: 12/18/2025 Start Time End Time: 2:47 AM - 3:19 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): after break. We were advised to change Pod station. I have to restart and setup my tools again. Account Number: N/A Pod Number/Letter: 27/C Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: Assisted by: Allen |
| Torre, Kin Bryan | 12/18/2025 | 3:00 AM | 3:40 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate's citrix froze and he was kicked out from citrix while on call. The call continue and the teammate needs to set up his tools again to assist the customer. The customer would like to withdraw the funds in his account but it was Blocked even after teammate perform SUA. Teammate attempted to transfer the call but due to sysdown avaya is not working. Teammate offered callback. |
| Palomo, John Paul | 12/18/2025 | 2:53 AM | 3:17 AM | Citrix Disconnected/PDA/Denali Error - after Break | Shift Date: 12/18/2025 Start Time End Time: 2:53 AM - 3:17 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): PDA Denali error after break. We were advised to change Pod station. I have to restart and setup my tools again. Account Number: N/A Pod Number/Letter: 24/C Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: IMS0824830 Assisted by: Allen |
| Besa, Josh Rainer | 12/18/2025 | 7:55 PM | 8:12 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | While assisting the Cx, Citrix froze / Avaya froze while on call had been kicked out from Citrix after|Need to re-pull up Avaya, citrix and all the tools. |
| Arojado, Jay Ann | 12/18/2025 | 2:47 AM | 2:59 AM | Citrix Disconnected/PDA/Denali Error - after Break | Shift Date: 12/18/2025 Start Time End Time: 2:47 am – 2:59 am Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): PDA error, change station/pods Account Number: none Pod Number/Letter: 25 - F Production Floor: 5th floor VPN Used: PHX GSD Ticket Number: Assisted by: Allen jaarojado / 432612 |
| Rescate, Paul Jensen | 12/18/2025 | 10:00 PM | 10:41 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | This issue was assisted by WF Franz Allen Garcia. |
| Candoleta, Janine Pearl | 12/18/2025 | 8:05 PM | 8:19 PM | Citrix Froze - CONTACTS DISCONNECTED | CITRIX FROZE AND DISCONNECTED.. kick out of citrix, avaya issue |
| Honrado, Kristel Danielle | 12/18/2025 | 2:40 AM | 3:09 AM | Citrix Disconnected/PDA/Denali Error - after Break | Shift Date: December 18, 2025. Start Time End Time: 2:40 AM - 3:09 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): During Call system issue| Citrix disconnected| Changing pod| Account Number: 1259731165612861874 Pod Number/Letter: 27 | A Production Floor: 5th Floor VPN Used: PHX GSD Ticket Number: IMS0824830 Assisted by: WF Allen |
| Declaro, Lalyn | 12/18/2025 | 7:56 PM | 8:18 PM | Citrix Froze - CONTACTS DISCONNECTED | CITRIX FROZE AND DENALI ERROR |
| Bascos, Kyle | 12/18/2025 | 7:56 PM | 8:35 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | CITRIX FROZE/need to repull up my resources but upon checking, every tools that i pulled up been loading/validated with coach and WF Mollie/tried to use another citrix but it still the same/advised to reboot my computer and try again and it was successful |
| Samino, Anthony Josh | 12/18/2025 | 2:45 AM | 3:12 AM | Citrix Disconnected/PDA/Denali Error - after Break | Shift Date: December 18,2025 Start Time End Time: 2:45 AM - 03:12 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Denali error after break/change station with WF Allen permission Account Number: No Contact got disconnected Pod Number/Letter: 26/D Production Floor: 5F VPN Used: PHX GSD Ticket Number: Assisted by: WF Allen |
| Bayhon, Katrina | 12/18/2025 | 9:10 PM | 9:25 PM | Citrix Latency - Change Citrix Server | I was in the process pf filing the dispute and then I experienced latency. I finished filing the other one and only one left. Finished filing after I was done restarting my Citrix. Takes time to pull up Citrix as well as the tools |
| Denosta, Aprilyn | 12/18/2025 | 1:50 AM | 2:33 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Besa, Josh Rainer | 12/18/2025 | 10:14 PM | 10:35 PM | Citrix Latency - Change Citrix Server | Was able to help Cx with their withdrawal issue running care, due to latency the process was slow. Restart pc and repull-up all the tools and experience a 3 mins sysdown. |
| Hermosisima, Maria Finah | 12/18/2025 | 2:49 AM | 2:52 AM | Citrix Disconnected/PDA/Denali Error - after Break | Shift Date: December 18,2025 Start Time End Time: 2:49 AM - 02:52 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Denali error after break/change station with WF Allen permission Account Number: No Contact got disconnected Pod Number/Letter: 25/G Production Floor: 5F VPN Used: PHX GSD Ticket Number: Assisted by: WF Allen |
| Cabuslay, Ma Richelle | 12/18/2025 | 1:11 AM | 1:12 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on LIVECHAT, then kick out from CITRIX. Needs to re-pull up my tools and finish the Active CHAT before resetting my PDA. |
| Trinidad, Angelika | 12/18/2025 | 10:52 PM | 11:07 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Got kicked out in citrix and t takes time for avaya to load up // repull up tools |
| Macaculop, Chona | 12/18/2025 | 1:45 AM | 1:56 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Trinidad, Gio Enrico | 12/18/2025 | 12:30 AM | 12:34 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Got kicked out in citrix whilst on lunch |
| Dellava, Angelica Mae | 12/18/2025 | 2:57 AM | 2:58 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Batilaran, Frenzy Earl Sydney | 12/18/2025 | 12:30 AM | 12:36 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | PDA/Denali in error after lunch/had to restart Avaya |
| Fajardo, Jayshell | 12/18/2025 | 12:17 AM | 12:26 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Reported to: Coach Nhel Bryan Arabia |
| Bayhon, Katrina | 12/18/2025 | 12:28 AM | 12:40 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Got kicked out in citrix after lunch and it takes time for avaya to load up // repull up tools |
| Flotildes, Realyn | 12/18/2025 | 2:57 AM | 3:05 AM | Citrix Disconnected/PDA/Denali Error - after Break | Shift Date: December 18,2025 Start Time End Time: 2:57 AM - 3:05 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Denali error after break/change station with WF Allen permission Account Number: No Contact got disconnected Pod Number/Letter: 23/G Production Floor: 5F VPN Used: PHX GSD Ticket Number: Assisted by: WF Allen EID: 430580 |
| Magbanua, Ailyn | 12/18/2025 | 3:10 AM | 3:22 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate's Citrix froze and she can no longer click anything on the screen. Teammate received 3 calls while on Sysdown. Teammate need to restart and open her citrix again. |
| Sion, Noel James | 12/18/2025 | 11:54 PM | 12:37 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Kick out from Citrix while on lunch |
| Arboleda Jr, Arnel | 12/18/2025 | 12:21 AM | 12:36 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Briones, Andrea Mean | 12/18/2025 | 2:57 AM | 3:01 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Advised the tm to endorse the call for callback |
| Torres, Maycel | 12/18/2025 | 12:30 AM | 12:38 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Got kicked out in citrix and during lunch it takes time to load avaya |
| Gade, Micah Pearl Lyne | 12/18/2025 | 2:16 AM | 2:21 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | N/A |
| Mateo, Mary Claresse | 12/18/2025 | 12:28 AM | 12:40 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Denali error after lunch break |
| Villas, Neca | 12/18/2025 | 2:47 AM | 3:01 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Assisted the teammate and is now back taking calls |
| Visto, Josellel | 12/18/2025 | 2:49 AM | 3:05 AM | Citrix Disconnected/PDA/Denali Error - after Break | Shift Date: December 18,2025 Start Time End Time: 2:49 AM 3:05 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): change station with WF Allen permission Account Number: No Contact got disconnected Pod Number/Letter: 24/F Production Floor: 5F VPN Used: PHX GSD Ticket Number: Assisted by: WF Allen JVISTO (430740) |
| Mercado, Rozeth | 12/18/2025 | 10:00 PM | 10:02 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | This issue was assisted by WF Franz Allen Garcia. |
| Alayon, Alyn Joy | 12/18/2025 | 12:11 AM | 12:15 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Reported to: Coach Nhel Bryan Arabia |
| Tanuyan, Zephamor Borrish | 12/18/2025 | 2:58 AM | 3:11 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Bascos, Kyle | 12/18/2025 | 12:30 AM | 12:40 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Kick out from Citrix while on lunch. While on lunch Citrix kick out, NEED TO REPULL UP TOOLS |
| Suderio, Marco Pablo | 12/18/2025 | 2:58 AM | 3:03 AM | No Audio - PDA/ other tools still functional | N/A |
| Magdaluyo, Claire Mae | 12/18/2025 | 2:50 AM | 2:56 AM | Citrix Disconnected/PDA/Denali Error - after Break | Shift Date: December 18,2025 Start Time End Time: 2:50 AM 2:56 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Denali error after break/change station with WF Allen permission Account Number: No Contact got disconnected Pod Number/Letter: 23/F Production Floor: 5F VPN Used: PHX GSD Ticket Number: Assisted by: WF Allen EID :430142 cmagdaluyo |
| Oquendo, Romel John | 12/18/2025 | 12:25 AM | 12:40 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Got kicked out in citrix whilst on lunch |
| Gregorio, Jester | 12/18/2025 | 1:21 AM | 1:34 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and disconnected / Restart Avaya |
| Almasol, Shaira Rose | 12/18/2025 | 2:30 AM | 2:58 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Denali error while on call, resolved concern. |
| Pinalba, Reybe | 12/18/2025 | 12:35 AM | 12:39 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Citrix froze / Avaya froze after Lunch |
| Francisco, Patricia Ann | 12/18/2025 | 2:56 AM | 2:58 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix freeze but the call is not disconnected |
| Matutina, Jovilyn | 12/18/2025 | 1:41 AM | 1:50 AM | Citrix Disconnected/PDA/Denali Error - after Break | N/A |
| Tulale, Mae Con | 12/18/2025 | 2:46 AM | 3:00 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Resending with correct date Shift Date: December 18, 2025 Start Time End Time: 2:46 - 03:00 Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Change POD, denali error Account Number: N/a Pod Number/Letter: 25-E Production Floor: 5th Floor VPN Used: PHX GSD Ticket Number: Assisted by: WF Allen |
| Tondo, Melyn | 12/18/2025 | 11:28 PM | 12:40 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Got kicked out in citrix and takes time for avaya to load up // repull up tools |
| Tamagos, Geremy Luke | 12/18/2025 | 2:11 AM | 2:25 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Delos Santos, Hubert Clifford | 12/18/2025 | 2:43 AM | 2:51 AM | Citrix Disconnected/PDA/Denali Error - after Break | PDA/Denali error after first break |
| Lagumbay, Daniela Marie | 12/18/2025 | 12:27 AM | 12:38 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Got kicked out from Citrix while on lunch |
| Aravejo, Shelomith | 12/17/2025 | 9:42 AM | 10:10 AM | Citrix Latency - Change Citrix Server | Also assisted by WF Allan and TL Teentaw |
| Mendoza, Ivie | 12/18/2025 | 1:56 AM | 2:05 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze // PDA error while on call /call disconnected |
| Villarosa, Gerry | 12/18/2025 | 12:31 AM | 12:38 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Citrix froze after lunch |
| Julian, Kristine Rose | 12/18/2025 | 3:14 AM | 3:17 AM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Frial, Dave Lee | 12/18/2025 | 1:56 AM | 2:00 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | N/A |
| Besa, Josh Rainer | 12/02/2025 | 2:17 AM | 2:21 AM | No Audio - PDA/ other tools still functional | Was about to validate Cx account and experience a sysdown requested Cb for Cx. itrix/PDA Froze no audio |
| Almasol, Shaira Rose | 12/18/2025 | 2:30 PM | 2:58 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Let her finished assisting the cx before restarting all the tools. |
| Tulale, Mae Con | 12/17/2025 | 2:46 AM | 3:00 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Shift Date: December 18, 2025 Start Time End Time: 2:46 - 03:00 Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Change POD, denali error Account Number: N/a Pod Number/Letter: 25-E Production Floor: 5th Floor VPN Used: PHX GSD Ticket Number: Assisted by: WF Allen |
| Chu, Kenny Lloyd | 12/17/2025 | 9:56 AM | 10:00 AM | No Audio - PDA/ other tools still functional | N/A |
| Osano, Jhenaline | 12/18/2025 | 2:16 AM | 2:19 AM | Citrix Disconnected/PDA/Denali Error - after Break | Teammate's PDA went ton error after her Break. |
| Cartujano, David | 12/18/2025 | 2:09 AM | 2:18 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Escalada, Jacene Joy | 12/18/2025 | 10:07 PM | 10:39 PM | Citrix Latency - Change Citrix Server | Assisted to restart the citrix and try other citrix and wait her until she get ready |
| Villanueva, Harold | 12/18/2025 | 3:11 AM | 3:15 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze// call disconnected |
| Esporma, Hannah Mae | 12/18/2025 | 1:35 AM | 1:51 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Doroteo, Jargelyn | 12/18/2025 | 2:57 AM | 2:58 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Froze/No response/Ghost spiel |
| Calsena, April Dexter | 12/18/2025 | 1:48 AM | 1:54 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Alcos, Jenny | 12/18/2025 | 2:36 AM | 2:40 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix froze//avaya froze// call not disconnected |
| Labrador, Rachel | 12/18/2025 | 2:50 AM | 2:52 AM | Avaya Issue - Freeze | Citrix froze |
| Diamonon, Fons Fernando | 12/18/2025 | 1:27 AM | 1:31 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | System Downtime reported and validated |
| Diamonon, Fons Fernando | 12/25/2025 | 9:05 PM | 9:10 PM | Citrix Froze - CONTACTS DISCONNECTED | System Downtime reported and validated |
| Diamonon, Fons Fernando | 12/18/2025 | 5:01 PM | 5:05 PM | Citrix Froze - CONTACTS DISCONNECTED | System downtime reported and validated |
| Azarcon, Dianne | 12/18/2025 | 11:33 AM | 11:45 AM | Citrix Froze - CONTACTS DISCONNECTED | System down time reported and validated |
| Jore, Paul Vincent | 12/18/2025 | 2:32 AM | 2:34 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Finished the call then restarted PDA. |
| Dela Cruz, Rozhien | 12/18/2025 | 2:21 AM | 2:31 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | system down time validated |
| Borlado, Lady Mae | 12/18/2025 | 2:17 AM | 2:30 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | System down was reported by the teammate immediately |
| Tuyay, Shantal | 12/18/2025 | 2:58 AM | 3:03 AM | Citrix Latency - Change Citrix Server | Assisted to let her restart citrix and stamp break right away |
| Lizada, Bea | 12/18/2025 | 2:21 AM | 2:26 AM | Avaya Issue - Freeze | System downtime reported and validated |
| Pamunag, Jazzen Roi | 12/18/2025 | 1:54 AM | 2:01 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | System down reported and validated. |
| Pinaroyo, Rica Mae | 12/17/2025 | 9:46 AM | 9:48 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Santillan, Wea | 12/18/2025 | 12:48 AM | 1:01 PM | Citrix Froze - CONTACTS DISCONNECTED | System down reported and validated |
| Barrera, Kate Angeline | 12/18/2025 | 9:49 PM | 9:50 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted the teammate and explain when to start the tracking |
| Pagsuguiron, Rachel | 12/18/2025 | 1:42 AM | 2:00 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Bueno, Patricia Nicole | 12/17/2025 | 9:24 AM | 9:29 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze |
| Alovera, Kate Syndalle | 12/18/2025 | 1:55 AM | 2:04 AM | Citrix Froze - CONTACTS DISCONNECTED | Assisted the teammate until she go on ready |
| Cortes, Jessa | 12/18/2025 | 12:30 AM | 12:32 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | System Downtime reported and validated. |
| Olisco, Francis John | 12/18/2025 | 2:31 AM | 2:40 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Froze and Disconnected | Need to set up all tools again |
| Bautista, Demmeth | 12/18/2025 | 8:56 PM | 9:07 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted the teammate until login and go on ready |
| Alsagon, Loriely Anne | 12/18/2025 | 11:39 PM | 11:57 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted By: Coach Sheeva |
| Gade, Micah Pearl Lyne | 12/17/2025 | 9:29 AM | 9:35 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Agana, Glendalyn | 12/18/2025 | 11:23 PM | 11:51 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted By: Coach Sheeva |
| Castro, Harvey Nicolai Andrew | 12/18/2025 | 1:40 AM | 1:45 AM | Avaya Issue - Freeze | error while on call |
| Estrella, Joyce | 12/18/2025 | 2:23 AM | 2:26 AM | Avaya Issue - Freeze | Logged out of citrix while on active call. Teammate was able to go back to the cx but PDA went error. |
| Algarne, Roby Jean | 12/18/2025 | 2:35 AM | 2:40 AM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Pacurza, Rhea | 12/18/2025 | 1:30 AM | 1:40 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Citrix Disconnected/PDA/Denali Error - after Lunch |
| Dasig, Symon John | 12/18/2025 | 7:35 PM | 7:42 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | NA |
| Peremne, Tanya Kyle | 12/18/2025 | 12:47 AM | 1:01 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate was affected by system issue which his citrix froze and was kicked out that he had to repull up all the tools to further assist the customer since the customer is on the line. |
| Dasig, Symon John | 12/18/2025 | 11:58 AM | 12:10 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | NA |
| Tanong, Kelly | 12/18/2025 | 12:02 AM | 12:10 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Tuyay, Shantal | 12/18/2025 | 12:39 AM | 1:34 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | System down during lunch break. Time based on my stats. |
| Dela Cruz, Juhanah | 12/18/2025 | 9:13 PM | 9:13 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Franco, Doreen | 12/18/2025 | 10:20 PM | 10:28 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Llegue, Bench Rhamsey | 12/18/2025 | 11:58 PM | 12:15 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | IMS0824830 |
| Dumigpi, Althea | 12/18/2025 | 12:19 PM | 12:29 PM | Citrix Froze - CONTACTS DISCONNECTED | System downtime reported and validated |
| Detorio, Mc Varry | 12/18/2025 | 12:05 PM | 12:09 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted By: Coach Sheeva |
| Anisco, Jannah Gift | 12/18/2025 | 2:00 AM | 2:03 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | PDA error |
| Caingcoy, Rolly | 12/18/2025 | 11:19 PM | 11:32 PM | Citrix Froze - CONTACTS DISCONNECTED | System downtime validated and reported |
| Olanga, Jolimae | 12/18/2025 | 1:54 AM | 1:55 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Shift Date: Dec 18, 2025 Start Time: 1:54AM End Time: 1:55AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Citrix froze| Denali error Account Number: 2259621980800445795 Pod Number/Letter: 5|A Production Floor: 3rd floor VPN Used: PHX GSD Ticket Number: Assisted by: Coach Tania |
| Franco, Doreen | 12/18/2025 | 6:47 PM | 6:51 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Paulo, Pauline | 12/18/2025 | 12:25 AM | 12:41 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate was affected by system issue which her Citrix froze need to restart PC and repull up tools |
| Valaquio, Jason Albert | 12/18/2025 | 12:02 PM | 12:19 PM | Citrix Froze - CONTACTS DISCONNECTED | System down time reported and validated |
| Magdaluyo, Claire Mae | 12/18/2025 | 2:18 AM | 2:23 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Shift Date: December 18,2025 Start Time End Time: 2:18 AM 2:23 AM Issue Type (e.g., Citrix, Latency, Frozen Screen, Avaya Error): Denali error while on call Account Number: 1982871562315229810 Pod Number/Letter: 4/G Production Floor: 5F VPN Used: PHX GSD Ticket Number: Assisted by: Coach Tania |
| Degala Jr, Darwin | 12/18/2025 | 11:33 PM | 11:56 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted By: Coach Sheeva |
| Dariagan, Esequela May | 12/18/2025 | 11:51 PM | 12:03 PM | Citrix Froze - CONTACTS DISCONNECTED | System downtime reported and validated |
| Franco, Doreen | 12/18/2025 | 6:21 PM | 6:29 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Horario, John Rey | 12/18/2025 | 11:50 AM | 12:17 AM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Sarmiento, Xian Yan | 12/18/2025 | 11:49 PM | 11:53 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | System downtime reported and validated |
| Bacas, Maxine Rose | 12/18/2025 | 11:45 PM | 11:55 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted By: WF MOLLIE |
| Begaso, Jestine Marie | 12/18/2025 | 9:16 PM | 9:28 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | NA |
| Artates, Micha Ella | 12/18/2025 | 11:10 PM | 11:21 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted By: WF MOLLIE |
| Esico, Mike Alen | 12/18/2025 | 2:24 AM | 2:28 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Dela Cruz, Rozhien | 12/18/2025 | 10:19 PM | 10:33 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | System down reported and validated |
| Lucahin, Angelie | 12/18/2025 | 1:38 AM | 1:50 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Reported to WF May Ann |
| Dalmino, Josie | 12/18/2025 | 2:25 AM | 2:29 AM | Citrix Disconnected/PDA/Denali Error- after Training Meeting | Shift Date: 12/18/25 Start Time End Time: 02:25 AM -2:29 AM GSD Ticket Number : N/A Issue Type: pda error Account Number: 5632897822200255404 POD Number: 36 POD Letter: A VPS USED: PHX REASON: PDA error need to repull up again |
| Horario, John Rey | 12/18/2025 | 7:48 PM | 8:01 PM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Deondo, Micah | 12/18/2025 | 2:16 AM | 2:30 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM started to experience audio issue @2:16 AM while in an active call | citrix disconnected | assisted TM to login through NA Azure and assist the cx first but lost connection | TM was able to go on Ready by 02:30 AM |
| Pacurza, Rhea | 12/18/2025 | 11:35 PM | 11:45 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate was affected by system issue which his citrix froze and was kicked out that he had to repull up all the tools to further assist the customer since the customer is on the line. |
| Cortes, Jd Grace | 12/18/2025 | 11:34 PM | 11:49 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted By: Coach Sheeva |
| Acervo, Erika | 12/18/2025 | 8:02 PM | 8:09 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | NA |
| Bacuta, Rodelyn | 12/18/2025 | 11:17 PM | 11:32 PM | Citrix Froze - CONTACTS DISCONNECTED | System downtime was reported and validated |
| Taladtad, Jelly Ann | 12/18/2025 | 2:02 AM | 2:11 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Denali error after call |
| Samino, Anthony Josh | 12/18/2025 | 1:02 AM | 1:22 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Resending to correct AM/PM time Shift Date: December 18, 2025 Acc no. before sysdown: 5611033473325006355 NTID: asamino Site: (ROXAS) EID: 435276 Start Local (MNL) time: 1:02 AM End Local (MNL) time: 1:22 AM Current Skillset: voice Last Activity you were doing before Sysdown: DUB citrix kicked out need to resetup again POD number and letter: 11-E Assisted by: Coach Grace |
| Biclar, Andreia Sacci | 12/18/2025 | 7:36 PM | 7:51 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | NA |
| Alair, Amiel Alan | 12/18/2025 | 11:10 PM | 11:16 PM | Citrix Froze - CONTACTS DISCONNECTED | System down reported and validated |
| Huenda, Gracelle Ann | 12/18/2025 | 2:15 AM | 2:22 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Tenales, John Rey | 12/18/2025 | 1:04 AM | 1:10 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | resending to correct AM/PM time, Shift Date: December 18, 2025 Acc no. before sysdown: 1938217207448818178 NTID: jtenales Site: (ROXAS) EID: 430585 Start Local (MNL) time: 1:04 AM End Local (MNL) time: 1:10 AM Current Skillset: voice Last Activity you were doing before Sysdown: DUB citrix kicked out Assisted by: Coach Grace |
| Aguilar, Leanne Kaye | 12/18/2025 | 11:08 PM | 11:12 PM | Avaya Issue - Freeze | System down time reported and validated |
| Rapista, Sarah Jane | 12/18/2025 | 12:54 AM | 1:47 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Shift Date: 12/18/25 Start Time End Time: 12:54 AM -1:47 AM GSD Ticket Number : N/A Issue Type: kicked out from citrix while on lunch Account Number: N/A POD Number: 30 POD Letter: c VPS USED: PHX REASON: Sysdown while on lunch- Couldn't navigate citrix. I've tried to pull up the citrix, but still couldn't navigate it and needed to shutdown the PC. Needed to shutdown all of the tools as well as Avaya, and VPN. When trying to pull up the tools, all of the trackers are not working even in edge. I've restart the PC again and pulled up all of the VPN, Avaya, PDA and Tools. |
| Borlado, Lady Mae | 12/18/2025 | 10:16 PM | 10:27 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | System downtime reported and validated |
| Flotildes, Realyn | 12/18/2025 | 2:01 AM | 2:10 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Shift Date: December 18, 2025 Acc no. before sysdown: 5537469696619658113 NTID: rflotildes Site: (ROXAS) EID: 430580 Start Local (MNL) time: 2:01 AM End Local (MNL) time: 2; 10 AM Current Skillset: voice Last Activity you were doing before Sysdown: DUB citrix froze while on call then was kicked out restart avaya/set up again POD number and letter: 4-E Assisted by: Coach Grace |
| Lubrin, Mary Gwyneth | 12/18/2025 | 10:00 PM | 10:21 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Reported to WF Allen |
| Lizada, Bea | 12/18/2025 | 10:12 PM | 10:28 PM | Citrix Disconnected/PDA/Denali Error - after Break | System Downtime Reported by teammate |
| Practisala, Pearly Ann | 12/18/2025 | 11:38 PM | 11:43 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted By Coach Sheeva |
| Tondo, Joshua | 12/18/2025 | 2:12 AM | 2:19 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix froze and disconnected while on call, need to pull up tools again| |
| Bernales, Joseph | 12/18/2025 | 1:23 AM | 1:28 AM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Arellano, Bea Luz | 12/18/2025 | 11:11 PM | 11:25 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted By: Mollie |
| Alejandro, Crisnavel | 12/18/2025 | 11:59 PM | 12:02 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix/PDA Disconnected/Froze - CONTACTS NOT DISCONNECTED |
| Palsario, Erica | 12/18/2025 | 12:18 AM | 12:24 AM | No Audio - PDA/ other tools still functional | Reported to WF Allen |
| Gallardo, Kian Jan | 12/18/2025 | 11:56 PM | 12:00 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Citrix Froze while on Chat and was kicked out was able to repull up Citrix instantly using LVS |
| Briones, Lorrie Miles | 12/18/2025 | 11:35 PM | 11:40 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted By: Coach Sheeva |
| Begaso, Jestine Marie | 12/18/2025 | 1:19 AM | 1:23 AM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Dela Sada, Michaela | 12/17/2025 | 12:39 AM | 12:46 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix freeze, lost audio while on cal |
| Samino, Anthony Josh | 12/18/2025 | 1:02 PM | 1:22 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Shift Date: December 18, 2025 Acc no. before sysdown: 5611033473325006355 NTID: asamino Site: (ROXAS) EID: 435276 Start Local (MNL) time: 1:02 AM End Local (MNL) time: 1:22 AM Current Skillset: voice Last Activity you were doing before Sysdown: DUB citrix kicked out need to resetup again POD number and letter: 11-E Assisted by: Coach Grace |
| Nepomuceno, Shenie | 12/18/2025 | 12:38 AM | 12:43 AM | Citrix Froze - CONTACTS DISCONNECTED | Call got disconnected during the call. |
| Obafial, Mark Gyzzynn | 12/18/2025 | 11:54 PM | 11:58 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix/PDA Disconnected/Froze - CONTACTS NOT DISCONNECTED |
| Patron, Precious Kaye | 12/18/2025 | 11:33 PM | 11:37 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted By: Coach Sheeva |
| Deocampo, Joemar | 12/18/2025 | 10:00 PM | 11:10 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | reported to WF Allen |
| Llegue, Bench Rhamsey | 12/18/2025 | 8:12 PM | 8:45 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted By: Coach Sheeva |
| Chu, Kenny Lloyd | 12/18/2025 | 1:45 AM | 1:49 AM | Citrix Disconnected/PDA/Denali Error - after Break | System froze and denali error while on break | could not stamp to ready |
| Bernas, John Vincent | 12/18/2025 | 11:45 PM | 11:57 PM | No Audio - PDA/ other tools still functional | while call is on hold system issue detected | placed proper notes instead and offered a call back after ghost spiel ( while the call is on hold for closing the case as other pay-out system issue detected wasn't able to deliver good news) |
| Antioquia, Leah Mae | 12/18/2025 | 2:10 AM | 2:14 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/18/25 Start Time End Time: 2:10 AM -2:14 AM GSD Ticket Number : N/A Issue Type: Citrix froze and VPN got disconnected while on call Account Number: 1842541142119679560 POD Number: 36 POD Letter: F VPS USED: PHX REASON: Citrix froze and VPN got disconnected, had to repull up PDA since it was on error and Avaya not working properly. |
| Berry, Jean | 12/18/2025 | 12:36 AM | 12:41 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call. |
| Nuguid, John Carlo | 12/18/2025 | 11:50 PM | 12:09 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate was affected by system issue which his citrix froze and was kicked out that he had to repull up all the tools to further assist the customer since the customer is on the line. |
| Tenales, John Rey | 12/18/2025 | 1:04 PM | 1:10 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Shift Date: December 18, 2025 Acc no. before sysdown: 1938217207448818178 NTID: jtenales Site: (ROXAS) EID: 430585 Start Local (MNL) time: 1:04 AM End Local (MNL) time: 1:10 AM Current Skillset: voice Last Activity you were doing before Sysdown: DUB citrix kicked out Assisted by: Coach Grace |
| Barrios, Michael | 12/18/2025 | 8:01 PM | 8:09 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted By: Coach Sheeva |
| Olisco, Divine | 12/18/2025 | 1:45 AM | 1:54 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Detorio, Mc Varry | 12/18/2025 | 8:04 PM | 8:09 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted By: Coach Sheeva |
| Degala Jr, Darwin | 12/18/2025 | 7:31 PM | 8:10 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted By: Coach Sheeva |
| Acervo, Erika | 12/18/2025 | 12:08 AM | 12:11 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | NA |
| Bantigue, Jonna Mae | 12/17/2025 | 8:34 AM | 8:45 AM | Citrix Latency - Change Citrix Server | Citrix froze and disconnected while on call |
| Begaso, Jestine Marie | 12/18/2025 | 12:06 AM | 12:09 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | NA |
| Cortes, Jd Grace | 12/18/2025 | 7:33 PM | 8:03 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted By: TL Mollie |
| Bacas, Maxine Rose | 12/18/2025 | 7:47 PM | 8:01 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted By: WF MOLLIE |
| Habulan, Nicole | 12/18/2025 | 11:42 PM | 11:46 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze- CONTACT DISCONNECTED |
| Altamea, Stella Marie | 12/18/2025 | 7:36 PM | 7:58 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted By: Coach Sheeva |
| Martus, Feleah Mae | 12/18/2025 | 11:39 PM | 11:43 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Froze - CONTACTS DISCONNECTED |
| Encina, Felix John | 12/18/2025 | 1:41 AM | 1:44 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate did not exceed 5 minute system down. |
| Gade, Micah Pearl Lyne | 12/17/2025 | 8:22 AM | 8:45 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Reported to: Coach Melissa / WF Allan |
| Borda, Ginalyn | 12/18/2025 | 11:35 PM | 11:39 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze , PDA ERROR WHILE ON CALL |
| Borres, Jonna Jean | 12/18/2025 | 1:55 AM | 1:59 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Shift Date: 12/18/25 Start Time End Time: 1:55 AM - 1:59 AM GSD Ticket Number : N/A Issue Type: Citrix froze while on chat/ not disconnected/ PDA Denali error Account Number: 6042254643656603135 ,4821818973338042037 POD Number: 31 POD Letter: A VPS USED: PHX REASON: Citrix froze while on chat/ PDA denali error. had to finish replying to chats and had to logout and login again. had to sign out of avaya and sign in again |
| Agana, Glendalyn | 12/18/2025 | 7:28 PM | 7:45 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted By: WF Mollie |
| Barroa, Cyrene | 12/18/2025 | 11:34 PM | 11:39 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Froze - CONTACTS DISCONNECTED |
| Aniero, Mark Anthony | 12/18/2025 | 1:26 AM | 1:44 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call, citrix and call got disconnected |
| Iguis, Jessa | 12/18/2025 | 1:20 PM | 1:37 PM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze , error in denali |
| Bernales, Christelle Ann | 12/18/2025 | 9:44 PM | 9:51 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze , PDA ERROR WHILE ON CALL |
| Patron, Precious Kaye | 12/18/2025 | 7:33 PM | 7:37 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted By: Coach Sheeva |
| Castro, Harvey Nicolai Andrew | 12/18/2025 | 9:23 PM | 9:26 PM | Citrix Disconnected/PDA/Denali Error - after Break | Citrix Disconnected/PDA/Denali Error - after Break |
| Acejo, Aljune Mike | 12/18/2025 | 1:49 AM | 1:57 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call || Call was not disconnected |
| Floro, Claire Jacynth | 12/18/2025 | 1:46 AM | 1:50 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call |
| Preciosa, Marie Antonette | 12/04/2025 | 10:20 PM | 10:35 PM | No Audio - PDA/ other tools still functional | Audio issue, advised to reboot the PC |
| Cezar, Princess Jean | 12/17/2025 | 8:28 AM | 8:31 AM | Citrix Disconnected/PDA/Denali Error - after Break | PDA error while on break |
| Cartujano, Ace Joseph | 12/18/2025 | 7:08 PM | 7:30 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted By: Mollie |
| Tolentino, Realyn | 12/18/2025 | 12:38 AM | 1:35 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Down during lunch |
| Tayco, Khevin | 12/18/2025 | 1:38 PM | 1:47 AM | Avaya Issue - Freeze | Citrix froze and PDA went error. |
| Anisco, Jannah Gift | 12/18/2025 | 10:00 PM | 10:15 PM | Citrix Latency - Change Citrix Server | Unable to login on time due to system issue. Restarted PC. |
| Alayon, Alyn Joy | 12/17/2025 | 8:11 AM | 8:25 AM | Citrix Froze - CONTACTS DISCONNECTED | Reported to: WF Franz Allen Garcia |
| Antioquia, Leah Mae | 12/18/2025 | 1:33 AM | 1:41 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Shift Date: 12/18/25 Start Time End Time: 1:33 AM -1:41 AM GSD Ticket Number : N/A Issue Type: kicked out from citrix while on lunch Account Number: N/A POD Number: 36 POD Letter: F VPS USED: PHX REASON: kicked out from citrix while on lunch, needed to repull up all the tools and citrix took too long to upload because it was stuck on the warning page. |
| Ropa, Nina Grace | 12/18/2025 | 9:00 PM | 9:08 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Issue: Citrix froze, PDA showed an error, restarted Avaya and PDA/ Avaya takes time to pull up while on Billable Training. |
| Detanoy, Anne Nicole | 12/18/2025 | 1:33 AM | 1:37 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | pda error while on lunch / kick out on Citrix and restart all tools. |
| Jore, Paul Vincent | 12/18/2025 | 10:00 PM | 10:26 PM | Citrix Latency - Change Citrix Server | Advised to change station. |
| Estialbo, Rochilyn Joy | 12/18/2025 | 1:32 AM | 1:41 AM | Citrix Froze - CONTACTS DISCONNECTED | Assisted to restart citrix and wait her to stamp on ready right away |
| Bajande, Jemima | 12/17/2025 | 7:57 AM | 8:06 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze |
| Duno, Edgar Louise | 12/18/2025 | 1:19 AM | 1:26 AM | Citrix Latency - Change Citrix Server | Assisted to restart citrix and wait him to stamp ready right away |
| Binag, Roxan Joy | 12/17/2025 | 7:57 AM | 8:11 AM | Citrix Froze - CONTACTS DISCONNECTED | WF Allen assisted as well |
| Algarne, Roby Jean | 12/18/2025 | 10:32 AM | 10:36 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Need to reset up citrix, call not disconnected |
| Duran, Louella | 12/18/2025 | 1:18 AM | 1:19 AM | Avaya Issue - Freeze | Avaya Error |
| Antioquia, Leah Mae | 12/17/2025 | 11:27 PM | 11:43 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | I WAS KICKED OUT FROM CITRIX AND I NEED TO REPULL UP ALL THE TOOLS, AVAYA TOOK TOO LONG TO PULL UP // PDA WAS ALSO HAVING SEVERE LATENCY AND NEEDED TO RESTART THE PC |
| Oquendo, Jemart | 12/18/2025 | 1:19 AM | 1:23 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | PDA ERROR WHILE ON LUNCH |
| Quirino, Rio Mae | 12/18/2025 | 1:18 AM | 1:20 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Shift Date: 12/18/25 Start Time End Time: 1:18 AM -1:20 AM GSD Ticket Number : N/A Issue Type: Citrix issue Account Number:n/a POD Number: 36 POD Letter: D VPS USED: PHX REASON: Error while on lunch |
| Vegafria, Manny Mark | 12/17/2025 | 9:20 AM | 9:27 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix logged out contact did not disconnect |
| Diaz, Jessirie | 12/17/2025 | 9:11 AM | 9:15 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | N/A |
| Aravejo, Shelomith | 12/17/2025 | 6:34 AM | 6:37 AM | No Audio - PDA/ other tools still functional | Sysdown during lunch |
| Pinaroyo, Rica Mae | 12/17/2025 | 7:23 AM | 7:23 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Reported to: WF Allen Franz Garcia |
| Almasol, Shaira Rose | 12/18/2025 | 1:10 AM | 1:20 AM | Citrix Disconnected/PDA/Denali Error - after Break | Denali was on error after break |
| Ponsaran, Girlie | 12/18/2025 | 8:36 PM | 8:40 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Basas, Kirk Michael | 12/18/2025 | 12:30 AM | 12:45 AM | Avaya Issue - Freeze | Advice to reboot computer annd let him restart citrix and stamp on ready |
| Jamelarin, Uziel Ann | 12/18/2025 | 12:13 AM | 12:30 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Avaya Freeze while on active call | Connection Lost and was kick out from Citrix, Contact disconnected | TM had to wait 2 mins and do the ghost spiel. Tm tried to log in back to citrix, was kicked out again. Helped the teammate to restart and log out the citrix. |
| Bacarro, Hanna Khate | 12/18/2025 | 11:30 PM | 11:55 PM | Citrix Latency - Change Citrix Server | Reboot the IGEL and let her restart the citrix then wait her to stamp on ready |
| Vegafria, Manny Mark | 12/17/2025 | 4:18 AM | 4:20 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix logged out |
| Galleno, Mark | 12/18/2025 | 10:00 PM | 10:17 PM | Citrix Latency - Change Citrix Server | Assisted to restart citrix and wait until he stamp on ready |
| Declaro, Lalyn | 12/18/2025 | 12:28 AM | 12:41 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | TM was about to go back after lunch, but citrix got disconnected and TM can't click the screen||advised cx to reboot and login again|| it takes time due to citrix latency and upon login it's just loading |
| Cordova, Jayvin | 12/18/2025 | 11:30 PM | 11:32 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experience a citrix froze before go on ready. Assisted until successfully stamp on ready |
| Degoma, Rachel | 12/18/2025 | 12:42 AM | 1:00 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/18/25 Start Time End Time: 12:42 AM - 1:00 AM GSD Ticket Number : ---- Issue Type: Citrix froze | Contacts not disconnected Account Number: 1798966810996504497 POD Number: 30 POD Letter: A VPS USED: PHX REASON: Citrix froze while on call and the call still connected and I'm still talking to the cx over the phone | after a while it kicked me out to citrix and had to explain to the cx that I am having technical issues//I'm having trouble pulling up all my tools again since I restarted citrix twice and AVAYA took long to open | When I opened Citrix I had to track the call for a call back and leave notes on the account while pulling up my tools And Finish the UAA filing because promised cx |
| Doroteo, Jargelyn | 12/17/2025 | 8:19 AM | 8:21 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | PDA error/Contact DISCONNECT |
| Estialbo, Rochilyn Joy | 12/17/2025 | 11:32 PM | 11:33 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | VPN disconnected ( we both cannot hear each other) |
| Estialbo, Rochilyn Joy | 12/03/2025 | 1:26 AM | 1:38 AM | Avaya Issue - Freeze | TM experience a Avaya Freeze while on call. Waited for the system to automatically connect to check if the customer still on the line. Assist TM until go on ready |
| Horario, John Rey | 12/18/2025 | 11:50 PM | 12:17 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | ad to restart the PC to open and re pullup all the tools. |
| Delfin, Precious Eleanor | 12/18/2025 | 11:40 PM | 12:05 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/18/25 Start Time End Time: 11:40 PM - 12:05AM GSD Ticket Number : ---- Issue Type: Citrix froze//Citrix quit// Account Number: 2290077467372908614 POD Number: 31 POD Letter: B VPS USED: PHX REASON: Citrix froze while on call and the call still connected and I'm still talking to the cx over the phone | after a while it kicked me out to citrix and had to explain to the cx that I am having technical issues//I'm having trouble pulling upp all my tools again since I need to restart citrix twice and dialed the Avaya but I still get the error message "Please sign in to the extension". Ask for assistance with the workforce. |
| Javier, Channa | 12/18/2025 | 12:30 AM | 12:48 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | None |
| Esico, Mike Alen | 12/18/2025 | 10:21 PM | 10:49 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/18/25 Start Time End Time: 10:21 PM - 10:49 PM GSD Ticket Number : Issue Type: Citrix froze Account Number: 1984053162433295134 POD Number: 30 POD Letter: D VPS USED: PHX REASON: Citrix froze while on call and the call got disconnected | after a while it kicked me out. Because of the latency I'm having trouble pulling upp all my tools again. And after all that I can't sign in to PDA even I successfully connected to the VPN and dialed the Avaya but I still get the error message "Please sign in to the extension". Ask for assistance with the workforce. |
| Carlos, Anna Mae | 12/18/2025 | 10:36 PM | 11:04 PM | Citrix Disconnected/PDA/Denali Error - after Break | Shift Date: 12/18/25 Start Time End Time: 10:36 PM -11:04 PM GSD Ticket Number : N/A Issue Type: pda error while on break Account Number: N/A POD Number: 36 POD Letter: C VPS USED: PHX REASON: pda error while on break / kick out on Citrix and restart all tools / took time to pull up Avaya. |
| Parohinog, Reynan | 12/17/2025 | 1:40 AM | 1:45 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate encountered PDA error and still assisting Customer with the concern. |
| Procalla, Vincent Albert | 12/18/2025 | 12:38 AM | 12:48 AM | Citrix Disconnected/PDA/Denali Error - after Break | PDA Went error while on break. Teammate had to restart PDA |
| Ponsaran, Ariel John | 12/18/2025 | 12:16 AM | 12:20 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Magluyan, Grace Alondra Joy | 12/17/2025 | 1:29 AM | 1:39 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Teammate's VPN was disconnected and AVAYA took too long to pull-up. |
| Teguihanon, Mheljhone | 12/18/2025 | 9:23 PM | 9:35 PM | Citrix Froze - CONTACTS DISCONNECTED | : Latency Citrix can't assist the customer proper |
| Dalmino, Josie | 12/18/2025 | 12:26 AM | 12:34 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/18/25 Start Time End Time: 12:26 AM -12:34 AM GSD Ticket Number : N/A Issue Type: Citrix issue Account Number: 5620995985861375509 POD Number: 36 POD Letter: A VPS USED: PHX REASON: kicked out of citrix, chat disconnected, need to log in on the citrix and pull up all tools |
| Ibanez, Daniell | 12/18/2025 | 12:03 AM | 12:07 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze while on call cx is unresponsive so ghost spiel delivered. had to disconnect the VPN so that I don't need to re pull up tools again. call schedule for callback |
| Ibanez, Daniell | 12/18/2025 | 11:37 PM | 11:44 PM | Citrix Latency - Change Citrix Server | latency affecting the call had to restart citrix and re pull up again, asked permission to sir molly, sir molly agreed |
| Bacas, Maxine Rose | 12/18/2025 | 7:47 PM | 8:01 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call for about 5 minutes/ Citrix kicked out/ No audio/Cx is still on the line so I had to deliver ghost spiel after 2 minutes and repull up Citrix. |
| Antioquia, Leah Mae | 12/18/2025 | 11:41 PM | 11:46 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | VPN was disconnected while on call and afterwards citrix froze and I was kicked out in citrix. |
| Borres, Jonna Jean | 12/18/2025 | 10:18 PM | 10:20 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Citrix froze while on chat/ PDA denali error. had to finish replying to chats, outbound call and had to logout and login again. |
| Salgado, Bryan Steven | 12/18/2025 | 12:09 PM | 12:13 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Celino, Ar Brian | 12/18/2025 | 12:01 PM | 12:03 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Bacas, Maxine Rose | 12/18/2025 | 11:45 PM | 11:55 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call for about 5 minutes/ Citrix kicked out/ No audio/Cx is still on the line so I had to deliver ghost spiel after 2 minutes and repull up Citrix//NO account pulled up |
| Alvero, Eleandro | 12/17/2025 | 1:49 PM | 1:59 PM | Citrix Froze - CONTACTS DISCONNECTED | Teammate was kicked out from his CITRIX, he encountered multiple error in logging in (CITRIX) and needs to set-up and again, |
| Besa, Mary Jane | 12/18/2025 | 8:49 PM | 9:52 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze // need to pull up tools // latency restart pc |
| Frugalidad, Cristina | 12/18/2025 | 11:57 PM | 12:07 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Call got disconnected due to Avaya issue. VPN, Avaya and Denali were relaunched but Avaya went grace period, assisted by WF Allen. |
| Delfin, Precious Eleanor | 12/18/2025 | 11:40 PM | 12:05 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call and the call still connected and I'm still talking to the cx over the phone then after a while it kicked me out to citrix and had to explain to the cx that I am having technical issues//I'm having trouble pulling up all my tools again since I need to restart citrix twice and dialed the Avaya but I still get the error message "Please sign in to the extension". Ask for assistance with the workforce. |
| Equinan, Jelame | 12/18/2025 | 12:14 AM | 12:15 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Ayuda, Ma Victoria | 12/18/2025 | 10:34 PM | 10:38 PM | Citrix Froze - CONTACTS DISCONNECTED | Teammate did not exceed 5 minutes in system down. |
| Demandaco, Cristy | 12/17/2025 | 7:09 AM | 7:20 AM | Citrix Latency - Change Citrix Server | TM need to change Citrix |
| Doroteo, Jargelyn | 12/18/2025 | 11:30 PM | 11:31 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Teammate wasn't able to go on Ready by 11:30 PM due to Denali latency (going in circle). |
| Dela Sada, Michaela | 12/17/2025 | 7:07 AM | 7:12 AM | Citrix Latency - Change Citrix Server | No call during sysdown |
| Bueno, Patricia Nicole | 12/17/2025 | 5:23 AM | 5:35 AM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by WF Allen |
| Alayon, Alyn Joy | 12/17/2025 | 8:11 AM | 8:25 AM | Citrix Latency - Change Citrix Server | Assisted by WF Franz Allen Garcia |
| Altamea, Stella Marie | 12/18/2025 | 11:37 PM | 11:54 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call | kicked out from citrix and had an error in denali |
| Bantigue, Jonna Mae | 12/17/2025 | 4:33 AM | 4:43 AM | Citrix Latency - Change Citrix Server | TM got kicked out of Citrix and need to re pull up |
| Arellano, Bea Luz | 12/18/2025 | 11:11 PM | 11:32 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Kicked out in citrix while on call / Tried to repull up other citrix to get back on queue. Need to disconnect two calls after as there's no valid response on the line. Disconnected VPN and repull up citrix and avaya instead. |
| Arrobang, Juliena Rose | 12/18/2025 | 11:30 PM | 11:39 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze. Teammate cannot hear the customer already. |
| Rance, Clem | 12/18/2025 | 11:40 PM | 11:43 PM | Citrix Froze - CONTACTS DISCONNECTED | Cx Disconnected Due To System Issue. |
| Condez, Rea Angelika | 12/18/2025 | 11:33 PM | 11:47 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | System Froze. No audio after. Customer already disconnected and teammate also received an other call. |
| Tayco, Khevin | 12/18/2025 | 10:00 PM | 10:16 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Unable to login to PDA. PDA turned white only |
| Randoy, Jenebeth | 12/18/2025 | 10:00 PM | 10:52 PM | Citrix Latency - Change Citrix Server | Assisted the teammate to restart citrix and cloud reset. Wait until the teammate stamp on ready. |
| Abajar, Allysa | 12/18/2025 | 10:00 PM | 10:21 PM | Avaya Issue - Freeze | Can't login to PDA |
| Cadigal, Christopher | 12/18/2025 | 10:00 PM | 10:21 PM | Citrix Latency - Change Citrix Server | Broken Teleconnector, Static sound from Cx's line. Teammate changed station and had to restart |
| Tanuyan, Zephamor Borrish | 12/18/2025 | 10:55 PM | 11:10 PM | Avaya Issue - Freeze | Avaya, and PDA was so slow to pull up | I needed to endorse my cx for a callback. |
| Cartujano, David | 12/18/2025 | 10:05 PM | 10:10 AM | Citrix Froze - CONTACTS DISCONNECTED | sysdown |
| Iguis, Jessa | 12/18/2025 | 10:00 PM | 10:15 PM | No Audio - PDA/ other tools still functional | Audio issue need to restart citrix |
| Tamagos, Geremy Luke | 12/18/2025 | 10:00 PM | 10:05 AM | Avaya Issue - Freeze | sysdown |
| Algarne, Roby Jean | 12/17/2025 | 6:32 AM | 6:36 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | PDA error, call got disconnected. |
| Bacas, Maxine Rose | 12/18/2025 | 7:47 PM | 8:01 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call for about 5 minutes/ Citrix kicked out/ No audio/Cx is still on the line so I had to deliver ghost spiel after 2 minutes and repull up Citrix. |
| Cawaling, Jeneron | 12/18/2025 | 5:43 PM | 5:52 PM | No Audio - PDA/ other tools still functional | Audio issue, had to restart PC |
| Badillo, Bernard Luis | 12/18/2025 | 10:30 PM | 10:42 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | System issue encountered start of the shift since Denali was not pulling up. TM had to do hard reset and Denali was taking time to pull up before TM can go on Ready |
| Bengan, Aicyl | 12/18/2025 | 10:30 PM | 10:33 PM | Citrix Latency - Change Citrix Server | N/A |
| Garcia, Christian Paul | 12/18/2025 | 10:30 PM | 10:33 PM | Avaya Issue - Freeze | TM was not able to go Ready start of shift, citrix issue |
| Batilaran, Frenzy Earl Sydney | 12/17/2025 | 1:03 AM | 1:06 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | PDA got in error during and after lunch. Had to restart Avaya |
| Briones, Lorrie Miles | 12/18/2025 | 7:32 PM | 7:37 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted By: TL MOLLIE |
| Buaron, Jera | 12/18/2025 | 8:48 PM | 8:56 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix froze while on chat | citrix logged me out and made me set it up again. |
| Practisala, Pearly Ann | 12/18/2025 | 7:37 PM | 7:48 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted By:Mollie |
| Arellano, Bea Luz | 12/18/2025 | 7:14 PM | 7:25 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Was the call disconnected?: na Was a customer callback required?: na Who was the callback endorsed to?: na Assisted By: Mollie |
| Candoleta, Janine Pearl | 12/17/2025 | 1:00 AM | 1:05 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | citrix froze during lunch, pda error |
| Bascos, Kyle | 12/17/2025 | 12:56 AM | 1:08 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | PDA error after lunch. Was about to get ready after lunch but I got kicked out of citrix |
| Bascos, Kyle | 12/17/2025 | 8:00 PM | 8:03 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | waiting for the call but citrix froze and error on my PDA |
| Sion, Noel James | 12/17/2025 | 12:17 AM | 1:07 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Citrix freeze contact disconnect been kick out from citrix while on lunch |
| Acevedo, Larce Lawrence | 12/18/2025 | 8:40 PM | 8:50 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Froze while on training |
| Andojar, Ma Angeline | 12/17/2025 | 12:38 AM | 1:03 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Kicked out of Citrix and PDA/Denali Error while on lunch |
| Besa, Josh Rainer | 12/17/2025 | 11:48 PM | 11:59 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix kicked out during on call, couldn't provide CB for Cx account wasn't pull up during call |
| Torres, Maycel | 12/17/2025 | 1:02 AM | 1:08 AM | Citrix Froze - CONTACTS DISCONNECTED | system issue while on lunch /kicked out of cetrix/avaya freeze |
| Pamunag, Jazzen Roi | 12/18/2025 | 9:51 PM | 9:55 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Trinidad, Gio Enrico | 12/17/2025 | 12:57 AM | 1:05 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Citrix and PDA down after lunch. Need to restart citrix. Kicked out. |
| Declaro, Lalyn | 12/17/2025 | 12:58 AM | 1:08 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Citrix and PDA down after lunch. Need to restart citrix. Kicked out |
| Trinidad, Gio Enrico | 12/17/2025 | 5:12 PM | 5:15 PM | Citrix Froze - CONTACTS DISCONNECTED | Got kicked out in citrix while on call need to repull up and restart pc |
| Oquendo, Romel John | 12/17/2025 | 1:05 AM | 1:11 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Citrix and PDA error after lunch. |
| Lagumbay, Daniela Marie | 12/17/2025 | 12:55 AM | 1:15 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Citrix and PDA kicked out after lunch. Re-load tools |
| Tondo, Melyn | 12/17/2025 | 12:34 AM | 1:18 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Citrix log out/ VPN Disconnected while on lunch. Citrix and PDA kicked out after lunch. Re-load tools |
| Pamunag, Jazzen Roi | 12/18/2025 | 1:25 PM | 1:27 PM | Citrix Disconnected/PDA/Denali Error - after Break | N/A |
| Quirino, Rio Mae | 12/18/2025 | 8:49 PM | 8:54 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/18/25 Start Time End Time: 8:49 PM - 8:54 PM GSD Ticket Number : - Issue Type: citrix froze while on call Account Number: 1368490770647521129 POD Number: 36 POD Letter: D VPN USED: PHX REASON: need to restart VPN and Avaya. |
| Alair, Amiel Alan | 12/18/2025 | 8:54 PM | 8:58 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Detanoy, Anne Nicole | 12/18/2025 | 8:51 PM | 8:56 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/18/25 Start Time End Time: 8:51 PM - 8:56 PM GSD Ticket Number : - Issue Type: Citrix froze Account Number: 1561192263748373772 POD Number: 36 POD Letter: E VPN USED: PHX REASON: need to restart VPN and Avaya. |
| Carlos, Anna Mae | 12/18/2025 | 9:18 PM | 9:20 PM | Citrix Latency - Change Citrix Server | Citrix froze while on call // call got disconnected |
| Trinidad, Angelika | 12/17/2025 | 1:13 AM | 1:32 AM | Citrix Froze - CONTACTS DISCONNECTED | While having a conversation with cx got kicked out and avaya froze need to restart pc and repull up tools |
| Delfin, Wenjiel | 12/18/2025 | 8:31 PM | 8:33 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Ponsaran, Ariel John | 12/18/2025 | 8:20 PM | 8:25 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Peremne, Tanya Kyle | 12/18/2025 | 8:42 PM | 8:57 PM | Citrix Latency - Change Citrix Server | IMS0824745 |
| Pacurza, Rhea | 12/18/2025 | 8:03 PM | 8:36 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | IMS0824745 |
| Capawan, Jherico | 12/18/2025 | 6:19 PM | 6:40 PM | Citrix Froze - CONTACTS DISCONNECTED | Needs to restart the Citrix and repull up tools. |
| Dicon, Reymelyn Grace | 12/18/2025 | 7:56 PM | 8:09 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Oquendo, Jemart | 12/18/2025 | 9:00 PM | 9:08 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call // call got disconnected // kicked out of citrix // need to log in on the citrix again and put notes on the account and endorsed the cx for callback |
| Begaso, Jestine Marie | 12/18/2025 | 5:17 PM | 5:20 PM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Tanong, Kelly | 12/18/2025 | 8:01 PM | 8:03 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Ebacuado, Khaleen Kaye | 12/18/2025 | 8:47 PM | 8:51 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/18/25 Start Time End Time: 8:47 PM - 8:51 PM Account Number: 2160856451684909446 Issue Type: citrix froze while on call Account Number: N/A POD Number: 30 POD Letter: B VPN USED: PHX |
| Dariagan, Esequela May | 12/18/2025 | 8:06 PM | 8:42 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Santillan, Wea | 12/18/2025 | 8:48 PM | 8:56 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Lamayo, Alvin | 12/18/2025 | 7:23 PM | 7:35 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Pacurza, Rhea | 12/18/2025 | 8:51 PM | 8:56 PM | Citrix Froze - CONTACTS DISCONNECTED | Experience System Issue citrix froze while on call |
| Antioquia, Leah Mae | 12/18/2025 | 8:39 PM | 8:46 PM | Avaya Issue - Freeze | while on async, citrix froze and I experienced severe latency, afterwards I was kicked out from citrix |
| Rapista, Sarah Jane | 12/18/2025 | 8:43 PM | 8:45 PM | Avaya Issue - Freeze | Pull up VPN and Avaya |
| Cuarte, Riva Fe | 12/18/2025 | 8:37 PM | 8:44 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/18/25 Start Time End Time: 8:37 PM - 8:44 PM GSD Ticket Number : N/A Issue Type: citrix froze Account Number: 2288862621570763990 POD Number: 36 POD Letter: G VPN USED: PHX REASON: citrix froze | severe latency | has to re-open citrix |
| Lamayo, Alvin | 12/18/2025 | 7:23 PM | 7:35 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Degoma, Rachel | 12/18/2025 | 8:34 PM | 8:44 PM | Avaya Issue - Freeze | Shift Date: 12/18/25 Start Time End Time: 8:34 PM - 8:44 PM GSD Ticket Number : - Issue Type: Avaya and PDA error while on queue Account Number: N/A POD Number: 30 POD Letter: A VPN USED: PHX REASON: AVAYA and PDA errored / Need to reset AVAYA and PDA / AVAYA took long to open |
| Paulo, Pauline | 12/18/2025 | 7:44 PM | 8:44 PM | Citrix Froze - CONTACTS DISCONNECTED | Teammate experience system issue and was logged out on her citrix when she tried to logged in back her citrix got locked ask assistance to WF mollie for unlocking of password |
| Dalmino, Josie | 12/18/2025 | 8:25 PM | 8:31 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/18/25 Start Time End Time: 08:25 PM - 08:31PM GSD Ticket Number : N/A Issue Type: citrix froze and PDA error while on call Account Number: 1461208582569746446 POD Number: 36 POD Letter: A VPN USED: PHX REASON: call got disconnected due to citrix froze ,need to re pull up avaya and vpn |
| Alejandro, Crisnavel | 12/18/2025 | 7:59 PM | 8:02 PM | Citrix Froze - CONTACTS DISCONNECTED | PDA Error while on chat |
| Bernas, John Vincent | 12/18/2025 | 7:48 PM | 7:58 PM | Citrix Froze - CONTACTS DISCONNECTED | Was endorsed for a callback |
| Horario, John Rey | 12/18/2025 | 7:48 PM | 8:01 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | After the call ended, tried pulling up the citrix again but can't so I had to restart the cirtix to have access again and get ready. |
| Gallardo, Kian Jan | 12/18/2025 | 7:53 PM | 7:55 PM | Citrix Froze - CONTACTS DISCONNECTED | Chat disconnected |
| Habulan, Nicole | 12/18/2025 | 7:50 PM | 7:53 PM | Citrix Froze - CONTACTS DISCONNECTED | Endorsed to Callback |
| Martus, Feleah Mae | 12/18/2025 | 7:32 PM | 7:34 PM | Citrix Froze - CONTACTS DISCONNECTED | n/a |
| Castro, Harvey Nicolai Andrew | 12/18/2025 | 6:08 PM | 6:10 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | N/A |
| Pinalba, Reybe | 12/18/2025 | 7:51 PM | 8:07 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | While assisting the Cx, Citrix froze / Avaya froze while on call had been kicked out from Citrix after|Need to re-pull up Avaya, citrix and all the tools. |
| Cortes, Jessa | 12/18/2025 | 7:46 PM | 8:31 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Aguilar, Leanne Kaye | 12/18/2025 | 8:17 PM | 8:26 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Guevarra, Lander John | 12/18/2025 | 8:08 PM | 8:23 PM | Citrix Latency - Change Citrix Server | Audio issue/kicked out of citrix while on billable training and doing activity share screen all tools got wiped out, citrix was not recovered |
| Dumigpi, Althea | 12/18/2025 | 8:17 PM | 8:23 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Ibanez, Daniell | 12/18/2025 | 8:15 PM | 8:19 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Shift Date: 12/18/25 Start Time End Time: 8:15 to 8:19 GSD Ticket Number : N/A Issue Type: kicked out while on lunch Account Number: N?A POD Number: 31 POD Letter: E VPS USED: PHX REASON: |
| Valaquio, Jason Albert | 12/18/2025 | 8:01 PM | 8:06 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Penano, Herlyn | 12/18/2025 | 7:32 PM | 7:34 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Villarosa, Gerry | 12/17/2025 | 11:11 PM | 11:37 PM | Citrix Froze - CONTACTS DISCONNECTED | Cx expecting for a refund from DBZ but she did not receive any refund from the seller after she returned the item and my citrix froze and got kicked out but the customer still on the line so I manage to advise her to reach out to the seller. |
| Practisala, Pearly Ann | 12/18/2025 | 7:37 PM | 7:48 PM | Citrix Froze - CONTACTS DISCONNECTED | callback endorsed to Diego Pangilinan |
| Dariagan, Esequela May | 12/18/2025 | 7:46 PM | 7:50 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | System downtime reported to workforce and assisted by the coach. |
| Artates, Micha Ella | 12/18/2025 | 7:09 PM | 7:33 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix kicked out while on call - had to repull up and avaya takes too long to pull up |
| Cartujano, Ace Joseph | 12/18/2025 | 7:08 PM | 7:30 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix froze while I'm on call. It took 5 minutes for the citrix to disconnect. Cx is still on the line so I had to deliver ghost spiel after 2 minutes and repull up citrix. Keyboard was also not working properly so I have reached out to the available WF to have it checked. I have then endorsed disconnected call for a callback. |
| Cuarte, Riva Fe | 12/18/2025 | 7:45 PM | 7:48 PM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze | latency |
| Alair, Amiel Alan | 12/18/2025 | 7:09 PM | 7:12 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | System down occurs while the teammate is on messaging. Teammate reported it immediately. |
| Delfin, Precious Eleanor | 12/18/2025 | 7:38 PM | 7:47 PM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze and PDA errored / contact got disconnected / need to pull up avaya again because I can't login instantly and need to add some notes on the account of the customer and endorsed the cx for a call back/ |
| Arellano, Bea Luz | 12/18/2025 | 7:14 PM | 7:25 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | PDA denali error while on Lunch |
| Caingcoy, Rolly | 12/18/2025 | 7:16 PM | 7:28 PM | Citrix Froze - CONTACTS DISCONNECTED | System downtime was reported by the teammate immediately and also assisted the teammate in pulling up Citrix. |
| Villanueva, Joevil Paul | 12/18/2025 | 7:11 PM | 7:22 PM | Citrix Disconnected/PDA/Denali Error - after Break | Citrix froze while on Break / Change Citrix and reopen tools |
| Dela Cruz, Rozhien | 12/18/2025 | 6:18 PM | 6:23 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | System downtime was reported by the teammate immediately |
| Bacuta, Rodelyn | 12/18/2025 | 7:16 PM | 7:21 PM | Avaya Issue - Freeze | System Downtime was reported by the teammate immediately. |
| Lizada, Bea | 12/18/2025 | 7:09 PM | 7:11 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | System Downtime Validated |
| Pinalba, Reybe | 12/17/2025 | 2:05 AM | 12:26 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Disconnected|Kicked Out from Citrix|Contact Not disconnected|Need to re-pull up Avaya, Citrix, and Tools |
| Trinidad, Angelika | 12/17/2025 | 11:10 PM | 11:35 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix kicked out while on call and can't get back to citrix restarted my desktop for 3x |
| Bayhon, Katrina | 12/17/2025 | 10:47 PM | 11:15 PM | Citrix Froze - CONTACTS DISCONNECTED | was about to locate the transaction but system issue occurred. Requested for a callback. disconnected/got kicked out/server unreachable |
| Tupas, Jastin | 12/17/2025 | 10:45 PM | 11:00 PM | No Audio - PDA/ other tools still functional | Cx is asking about the cases on her account from Meta, she wants a refund from these transactions since she did not authorize these future charges on her account. I am not able to assist her well due to system issue. She already filed a dispute. Need a transition from UNAUTH TO INR. No Audio |
| Tupas, Jastin | 12/17/2025 | 6:47 PM | 6:58 PM | Citrix Froze - CONTACTS DISCONNECTED | Cx is asking of the status of his cases, I already explained what happened and and I am about to make a Low Dollar Payout and the call got disconnected due to system issue. Citrix froze and there is no audio available. I already endorsed the cx for a callback since I am not able to fully resolve his concern due to system issue. |
| Andojar, Ma Angeline | 12/17/2025 | 8:37 PM | 8:48 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze and PDA/Denali error while on call |
| Borlado, Lady Mae | 12/18/2025 | 6:14 PM | 6:23 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Carlos, Anna Mae | 12/18/2025 | 6:33 PM | 6:36 PM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze and PDA errored | contact got disconnected. |
| Esico, Mike Alen | 12/18/2025 | 6:21 PM | 6:26 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/18/25 Start Time End Time: 6:21 PM - 6:26 PM GSD Ticket Number : N/A Issue Type: citrix froze and PDA errored Account Number: 2282525891569468041 POD Number: 30 POD Letter: D VPN USED: ASH REASON: citrix froze and PDA errored| contact got disconnected. |
| Oquendo, Jemart | 12/18/2025 | 5:33 PM | 5:38 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Shift Date: 12/18/25 Start Time End Time: 5:33 - 5:38PM GSD Ticket Number : N/A Issue Type: Citrix Issue Account Number: 1610551271853305964 POD Number: 30 POD Letter: G VPS USED: PHX |
| Pamunag, Jazzen Roi | 12/18/2025 | 5:59 PM | 6:02 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | N/A |
| Dumigpi, Althea | 12/18/2025 | 4:26 PM | 4:27 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Dumigpi, Althea | 12/18/2025 | 4:16 PM | 4:17 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Bautista, Demmeth | 12/18/2025 | 4:55 PM | 4:59 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call |
| Delfin, Precious Eleanor | 12/18/2025 | 5:00 PM | 5:04 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | pc malfunction need to disconnect vpn to fix and connect again to vpn |
| Azarcon, Renalyn | 12/18/2025 | 4:41 PM | 4:45 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze and contact got disconnected. PDA error, restarted PDA and stamp ready. |
| CabalQuinto, Shayne | 12/18/2025 | 4:40 PM | 4:44 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze and contact got disconnected. PDA error, restarted PDA and stamp ready. |
| Teodosio, Jean | 12/18/2025 | 4:35 PM | 4:39 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and contact got disconnected. PDA error, restarted PDA and stamp ready. |
| Mina, Mariel | 12/18/2025 | 4:34 PM | 4:39 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and contact got disconnected. PDA error, restarted PDA and stamp ready. |
| Trinidad, Gio Enrico | 12/17/2025 | 8:39 PM | 8:42 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | PDA denali error while on call |
| Billones, Vincent Paul | 12/18/2025 | 2:40 PM | 2:45 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and contact got disconnected. PDA error, restarted PDA and stamp ready. |
| Teodosio, Jean | 12/18/2025 | 12:30 PM | 12:43 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Change station from 5th floor to 3rd floor. Need to set up tools again as citrix did not mirror and it takes time for Avaya to Pull up. Need to log in to VPN, AVAYA, Citrix and PDA and stamp on ready. |
| Teodosio, Jean | 12/05/2025 | 10:17 AM | 10:22 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze and contact got disconnected. PDA error, restarted PDA and stamp ready. |
| Alayon, Joeven | 12/18/2025 | 12:30 PM | 12:44 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Change station from 5th floor to 3rd floor. Need to set up tools again as citrix did not mirror and it takes time for Avaya to Pull up. Need to log in to VPN, AVAYA, Citrix and PDA and stamp on ready. |
| Amante, Eldy Christian | 12/18/2025 | 12:31 PM | 12:44 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Change station from 5th floor to 3rd floor. Need to set up tools again as citrix did not mirror and it takes time for Avaya to Pull up. Need to log in to VPN, AVAYA, Citrix and PDA and stamp on ready. |
| Dumali, Marjorie | 12/18/2025 | 12:40 PM | 12:51 PM | Avaya Issue - Freeze | Change station from 5th floor to 3rd floor. Need to set up tools again as citrix did not mirror and it takes time for Avaya to Pull up. Need to log in to VPN, AVAYA, Citrix and PDA and stamp on ready. |
| CabalQuinto, Shayne | 12/18/2025 | 12:37 PM | 12:43 PM | Avaya Issue - Freeze | Change station from 5th floor to 3rd floor. Need to set up tools again as citrix did not mirror and it takes time for Avaya to Pull up. Need to log in to VPN, AVAYA, Citrix and PDA and stamp on ready. |
| CabalQuinto, Shayne | 12/18/2025 | 10:22 AM | 10:26 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and contact got disconnected. PDA error, restarted PDA and stamp ready. |
| Sta Romana, Jett | 12/18/2025 | 12:33 PM | 12:48 PM | Avaya Issue - Freeze | Change station from 5th floor to 3rd floor. Need to set up tools again as citrix did not mirror and it takes time for Avaya to Pull up. Need to log in to VPN, AVAYA, Citrix and PDA and stamp on ready. |
| Sta Romana, Jett | 12/18/2025 | 11:49 AM | 11:58 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze for more than 3 minutes and got kicked out. VPN got disconnected too. Need to restart citrix and vpn and stamp on ready. |
| Sta Romana, Jett | 12/18/2025 | 8:02 AM | 8:06 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and contact got disconnected. PDA error, restarted PDA and stamp ready. |
| Macalintal, Hanna Jane | 12/18/2025 | 10:06 AM | 10:11 AM | Citrix Froze - CONTACTS DISCONNECTED | PDA/Denali error while no call. Need to wait for the call to completely disconnected and restart PDA after. |
| Valencia, Paulyn Rose | 12/18/2025 | 12:35 PM | 12:44 PM | Avaya Issue - Freeze | Avaya disconnected and PDA error. Change station from 5th floor to 3rd floor. Need to set up tools again. |
| Baguioro, Chybelle | 12/18/2025 | 1:14 PM | 1:18 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Unable to reload citrix (access denied) Need to restart PC and pull tools again. |
| Baguioro, Chybelle | 12/18/2025 | 12:42 PM | 12:56 PM | Avaya Issue - Freeze | Change station from 5th to 3rd. Unable to log in to citrix. Need to pull up tools again. |
| Tacud, Claira Mae | 12/18/2025 | 12:43 PM | 12:46 PM | Avaya Issue - Freeze | PDA error. Change station from 5th floor to 3rd floor. Need to set up tools again. |
| Baguioro, Chybelle | 12/18/2025 | 11:25 AM | 11:28 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and disconnected. Restarted Citrix and PDA and stamp on ready. |
| Mina, Mariel | 12/18/2025 | 12:30 PM | 12:44 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | PDA error. Change station from 5th floor to 3rd floor. Need to set up tools again. |
| Buncalan, Joemil Bemaren | 12/18/2025 | 12:30 PM | 12:38 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | PDA error. Change station from 5th floor to 3rd floor. Need to set up tools again. |
| Billones, Vincent Paul | 12/18/2025 | 12:05 PM | 12:10 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Citrix froze and PDA error while on lunch. Need to restart PDA and stamp on ready. |
| Ciudad, Jerebel | 12/18/2025 | 10:28 AM | 10:33 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze. Call disconnected. Need to wait for citrix and start PDA again. |
| Tupaz, Krisha Faye | 12/18/2025 | 11:54 AM | 11:57 PM | Citrix Disconnected/PDA/Denali Error- after Training Meeting | Citrix froze while on training meeting. |
| Dumali, Marjorie | 12/18/2025 | 10:43 AM | 10:49 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call. Call got disconnected and PDA and AVAYA error. Need to connect Avaya and restart PDA and get ready. |
| Dumali, Marjorie | 12/18/2025 | 10:39 AM | 10:41 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call. Contact got disconnected. Restart PDA and get ready. |
| Mina, Mariel | 12/18/2025 | 10:17 AM | 10:22 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call. Restart PDA. |
| Tacud, Claira Mae | 12/18/2025 | 10:05 AM | 10:08 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze call not disconnected. Need to finish the call first and restart PDA. |
| Arevalo, Jolina | 12/17/2025 | 4:09 AM | 4:44 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Denali error citrix disconnected while on lunch |
| Morado, Mark | 12/17/2025 | 2:00 AM | 2:10 AM | Citrix Disconnected/PDA/Denali Error - after Break | Denali Error while on break |
| Empino, Gene Reynald | 12/17/2025 | 6:08 AM | 6:18 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | TM was been kick out of citrix and need to set up all the tools all over. |
| Billones, King Jether | 12/17/2025 | 8:57 AM | 9:11 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix took a while to restart |
| Samino, Anthony Josh | 12/17/2025 | 3:20 AM | 3:34 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: December 17, 2025 Acc no. before sysdown: 5445067102811579912 NTID: asamino Site: (ROXAS) EID: 435276 Start Local (MNL) time: 3:20 AM End Local (MNL) time: 3:34 AM Current Skillset: voice Last Activity you were doing before Sysdown: DUB citrix kicked out, unable to recover my setup, need to resetup once again Assisted by: Coach Grace |
| Comala, John Vincent | 12/17/2025 | 8:52 AM | 9:02 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | none |
| Honrado, Kristel Danielle | 12/17/2025 | 3:37 AM | 3:43 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/17/2025 Start Time End Time: 3:37 AM - 3:43 AM GSD Ticket Number : Issue Type (e.g., Latency, Frozen Screen, Avaya Error) - Citrix froze/ PDA error ( contacts disconnected) Account Number: 1959529394774809955 |
| Taylor, Joeline | 12/17/2025 | 8:49 AM | 8:51 AM | Avaya Issue - Freeze | none |
| Olanga, Jolimae | 12/17/2025 | 1:11 AM | 1:14 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Shift Date: December 17, 2025 NTID: jolanga Site: (ROXAS) EID: 435070 Start Local (MNL) time: 1:11 AM End Local (MNL) time: 1:14 AM Current Skillset: voice Last Activity you were doing before Sysdown: Denali error while on call Assisted by: Coach Grace POD: 12| F |
| Cesar, Maila | 12/17/2025 | 8:06 AM | 8:14 AM | Avaya Issue - Freeze | none |
| Denosta, Marrianne | 12/17/2025 | 3:47 AM | 3:57 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/17/2025 Start Time End Time: 3:47 Am - 3:57 GSD Ticket Number : Issue Type (e.g., Latency, Frozen Screen, Avaya Error) - Citrix froze/ PDA error ( contacts disconnected) Account Number: 1976220787217973070 |
| Brillantes, Angel Mae | 12/17/2025 | 7:55 AM | 8:04 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix not loading right away. had to wait |
| Visto, Josellel | 12/17/2025 | 2:44 AM | 2:56 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Shift Date: December 17, 2025 NTID: jvisto Site: (ROXAS) EID: 430740 Start Local (MNL) time: 2:44 AM End Local (MNL) time: 2:56 AM Current Skillset: voice VPN used: phx Last Activity you were doing before Sysdown: transferring PODS Assisted by: wf allen POD: 23/d |
| Valerio, Mark David | 12/17/2025 | 7:34 AM | 7:46 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | kick out of citrix as wll had to restart citrix |
| Ortiz, Arian Mae | 12/17/2025 | 7:43 AM | 7:49 AM | Citrix Disconnected/PDA/Denali Error - after Break | none |
| Humpay, Elaine | 12/17/2025 | 7:36 AM | 7:40 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | none |
| Dumali, Marjorie | 12/18/2025 | 6:38 AM | 6:40 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and PDA error. Call got disconnected. Need to restart PDA and get ready again. |
| Salgado, Janelle Marie | 12/17/2025 | 5:24 AM | 6:24 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | unable to sign in to PDA and had to transfer station |
| Tenales, John Rey | 12/17/2025 | 3:36 AM | 3:44 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/17/2025 Start Time End Time: 3:36 Am - 3:44 GSD Ticket Number : Issue Type (e.g., Latency, Frozen Screen, Avaya Error) - Citrix froze/ PDA error ( contacts disconnected) Account Number: 1279718483149352357 |
| Fiolog, Crystal May | 12/17/2025 | 5:54 PM | 5:57 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Kicked out on citrix while on lunch. Teammate cannot log in on her citrix, as well as on her avaya. Assisted tm until she get on ready. |
| Magtagad, Hannah Joy | 12/17/2025 | 5:51 AM | 6:20 AM | Avaya Issue - Freeze | Need to restart Avaya can't sign in and had to restart avaya multiple times |
| Marcelino, Joselle | 12/17/2025 | 2:57 AM | 2:59 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Shift Date: December 17, 2025 NTID: jomarcelino Site: (ROXAS) EID: 434454 Start Local (MNL) time: 2:57 AM End Local (MNL) time: 2:59 AM Current Skillset: voice Last Activity you were doing before Sysdown: transferring PODS | Setting up Citrix and tools POD: 27 | A |
| Tan, Mikaella Tatiana | 12/17/2025 | 9:56 AM | 9:59 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze contacts not disconnected |
| Estebes, Immanuel | 12/17/2025 | 6:39 PM | 6:46 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Denali error while I'm about to transfer the cx to an account specialist. |
| Taylor, Joeline | 12/17/2025 | 5:17 AM | 5:21 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | none |
| Bernas, John Vincent | 12/17/2025 | 5:19 AM | 5:25 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Citrix kicked out during lunch and PDA error, restarted citrix |
| Nicodemus, Mary Joy | 12/17/2025 | 9:17 AM | 9:19 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | PDA Error/ Contact Disconnected |
| Sanchez, Queenie Joy | 12/17/2025 | 4:14 PM | 4:16 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze, cx no audio, pending logout and restarted my avaya. |
| Erenio, Remelyn | 12/17/2025 | 5:08 AM | 5:23 AM | Citrix Latency - Change Citrix Server | citrix kick out | unable to pull up citrix right away |
| Hermosisima, Maria Finah | 12/17/2025 | 3:02 AM | 3:15 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Shift Date: December 17, 2025 NTID: mhermosisima Site: (ROXAS) EID: 432389 Start Local (MNL) time: 03:02 AM End Local (MNL) time: 03:15 AM Current Skillset: voice Last Activity you were doing before Sysdown: transferring PODS | Setting up Citrix and tools POD: 27 | D |
| Cobrado, Ma Cyrine | 12/17/2025 | 4:11 PM | 4:12 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze PDA Denali error |
| Ortiz, Arian Mae | 12/17/2025 | 2:16 AM | 2:34 AM | Avaya Issue - Freeze | unable to pull up avaya right away |
| Visto, Josellel | 12/17/2025 | 6:44 AM | 6:54 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Shift Date: December 17, 2025 NTID: jvisto Site: (ROXAS) EID: 430740 Start Local (MNL) time: 6:44 am End Local (MNL) time: 6:54 am VPN used: phx Current Skillset: voice Last Activity you were doing before Sysdown: pda error after lunch avaya disconnected POD: 23/D |
| Busia, John Paul | 12/17/2025 | 5:46 AM | 5:51 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Avaya issue, Citrix error while on lunch |
| Billones, King Jether | 12/17/2025 | 5:11 AM | 5:19 AM | Citrix Disconnected/PDA/Denali Error - after Break | Latency pulling up avaya |
| Cobrado, Ma Cyrine | 12/17/2025 | 11:32 PM | 11:32 PM | Avaya Issue - Freeze | Avaya issue cannot pull up cannot sign in to avaya |
| Flotildes, Realyn | 12/17/2025 | 6:46 AM | 6:52 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Shift Date: December 17, 2025 Start Time: 6:46 AM End Time: 6:52 AM GSD Ticket Number : Issue Type: Citrix froze/Denali error Account Number: N/a while on lunch VPN:phx |
| Llorente, Mel Rose | 12/17/2025 | 6:57 AM | 7:08 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Froze | Avaya disconnected. N/A error occurred after call and the citrix restarted. |
| Valerio, Mark David | 12/17/2025 | 2:55 AM | 3:09 AM | Citrix Latency - Change Citrix Server | Mandatory change of station after UK logout unable to pull up citrix right away |
| Olanga, Jolimae | 12/17/2025 | 6:48 AM | 6:53 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Acc no: This happened while on lunch Shift Date: December 17, 2025 NTID: jolanga Site: (ROXAS) EID: 435070 Start Local (MNL) time: 6:48AM End Local (MNL) time: 6:53AM Current Skillset: voice Last Activity you were doing before Sysdown: Citrix froze| denali error POD: 24/F |
| Baulos, Bill Austin | 12/18/2025 | 9:52 AM | 10:02 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze for more than 5 minutes and got kicked out. Need to set up Citrix again and set up tools again. |
| Salgado, Janelle Marie | 12/17/2025 | 2:59 AM | 3:08 AM | Citrix Latency - Change Citrix Server | Mandatory change of station after UK logout unable to pull up citrix right away |
| Denosta, Marrianne | 12/17/2025 | 9:14 AM | 9:23 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Shift Date: 12/17/2025 Start Time / End Time: 9:14 Am - 9:23 AM GSD Ticket Number: Issue Type:| No audio| PDA error| Contact disconnected Account Number: 2012671589989851359 VPN / Citrix: PHX / DUB POD: 26/C 5th floor |
| Billanes, Axcelle Mar | 12/17/2025 | 6:49 PM | 6:54 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call, Call got disconnected and PDA denali error |
| Billones, King Jether | 12/17/2025 | 2:31 AM | 2:35 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix issue contacts disconnected |
| Valencia, Paulyn Rose | 12/18/2025 | 9:48 AM | 9:53 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call. Citrix still on froze but call already disconnected in Avaya. Need to set up VPN again. |
| Comala, John Vincent | 12/17/2025 | 3:12 AM | 3:28 AM | Citrix Latency - Change Citrix Server | Mandatory change of station after UK logout unable to pull up citrix right away |
| Tulale, Mae Con | 12/17/2025 | 6:47 AM | 7:01 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Shift Date: December 17, 2025 Start Time: 6:47 End Time: 7:01 GSD Ticket Number : Issue Type: error while on lunch Account Number: N/a Pod 27 - B |
| Frio, Denziel Marie | 12/17/2025 | 7:24 AM | 7:30 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze, pda error, call disconnected 7:26 |
| Samino, Anthony Josh | 12/17/2025 | 7:17 AM | 7:32 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Shift Date: December 17, 2025 Start Time: 7:16 AM End Time: 7:32 AM GSD Ticket Number : Issue Type: DUB citrix got kicked out, was able to recover my tools. contact not disconnected Account Number: N/a |
| Brillantes, Angel Mae | 12/17/2025 | 2:21 AM | 2:32 AM | Citrix Latency - Change Citrix Server | Mandatory change of station after UK logout unable to pull up citrix right away |
| Macalintal, Hanna Jane | 12/18/2025 | 9:50 AM | 9:52 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and PDA disconnected. Contact got disconnected. |
| Delfin, Vanneza | 12/17/2025 | 7:08 PM | 7:09 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted by coach Marlo |
| Sanchez, Queenie Joy | 12/17/2025 | 8:11 AM | 8:18 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call and then citrix disconnected, I Can't hear the cx on the line then Ghost spiel ,I restarted my citrix. 8:14 call got disconnected. |
| Billones, King Jether | 12/17/2025 | 3:17 AM | 3:30 AM | Citrix Latency - Change Citrix Server | change station and latency pulling up citrix succesfully |
| Alarba, Phoebecates | 12/17/2025 | 6:47 AM | 6:54 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Denali error while on call. Started 6:47am call ended 6:50 back in ready 6:54. |
| Honrado, Kristel Danielle | 12/17/2025 | 2:48 AM | 3:10 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate did a POD transfer as usual (for NA IR), and after setting up Citrix and tools, encountered sysdown | Assisted by WF Allen |
| Honrado, Kristel Danielle | 12/17/2025 | 2:48 AM | 3:10 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate did a POD transfer as usual (for NA IR), and after setting up Citrix and tools, encountered sysdown | Assisted by WF Allen |
| Suderio, Marco Pablo | 12/17/2025 | 9:33 AM | 9:34 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | PDA error while on call and advised the teammate to endorse it for callback |
| Macalintal, Hanna Jane | 12/18/2025 | 9:02 AM | 9:09 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze and Denali error. Contact not disconnected. Need to finish call first before set up PDA again. |
| Billones, Vincent Paul | 12/18/2025 | 8:59 AM | 9:04 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze and Denali error. Contact not disconnected. Need to finish call and restart PDA. |
| Buncalan, Joemil Bemaren | 12/18/2025 | 8:50 AM | 8:55 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call. Denali got error and call got disconnected. Need to restart Denali. |
| Palomo, John Paul | 12/17/2025 | 2:44 AM | 2:59 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Shift Date: 12/17/2025 Start Time / End Time: 2:44 AM - 2:59 AM GSD Ticket Number: Issue Type: PDA/Denali error - We were advised to change POD station. I have to restart and step my tools again. Account Number: VPN / Citrix: PHX / DUB POD: 27/G 5th floor |
| Degala, Jeanette | 12/17/2025 | 8:21 AM | 8:34 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix disconnected // restarted tools |
| Serrano, Angel Faith | 12/17/2025 | 6:15 AM | 6:26 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate was currently on Break when system issue happened and CITRIX was disconnected and needs to set-up everything. |
| Doroteo, Jargelyn | 12/17/2025 | 7:13 AM | 8:13 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | itrix disconnected/Contact not disconnected |
| Palomo, John Paul | 12/17/2025 | 3:27 AM | 3:45 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/17/2025 Start Time / End Time: 3:27 AM - 3:45 AM GSD Ticket Number: Issue Type: Citrix Froze and call got disconnected. I have to restart and step my tools again. Account Number: 1156280016128985990, 5518542700519426517 VPN / Citrix: PHX / DUB POD: 27/G 5th floor |
| Bondoc, John Karl Ric | 12/17/2025 | 8:10 AM | 8:30 AM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Empeno, Alleah Camille | 12/17/2025 | 8:01 AM | 8:11 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Disconnected |
| Generale, Lieza | 12/17/2025 | 8:10 AM | 8:15 AM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Valencia, Nieza Joy | 12/17/2025 | 7:52 AM | 8:10 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | PDA ERROR while having call |
| Palomo, John Paul | 12/17/2025 | 7:30 AM | 7:50 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/17/2025 Start Time / End Time: 7:30 AM - 7:50 AM GSD Ticket Number: Issue Type: Citrix Froze and call got disconnected. I was kicked out of my Citrix .I have to restart and step my tools again. Account Number: 2261689800086792931 VPN / Citrix: PHX / DUB POD: 27/G 5th floor |
| Nedula, Cleo Mariz | 12/17/2025 | 8:22 AM | 8:29 AM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Reodava, Eric | 12/17/2025 | 8:10 PM | 8:15 PM | Citrix Froze - CONTACTS DISCONNECTED | Kicked out of Citrix while on call, the call was disconnected and there is no audio. Avaya has an issue. |
| Abunas, Mc Brandon | 12/17/2025 | 8:12 AM | 8:25 AM | Citrix Froze - CONTACTS DISCONNECTED | Avaya Disconnected and citrix disconnected while on call. Change citrix to go ready. |
| Denosta, Marrianne | 12/17/2025 | 7:48 AM | 8:00 AM | Citrix Froze - CONTACTS DISCONNECTED | Issue Type (e.g., Latency, Frozen Screen, Avaya Error) - Citrix froze/ PDA error ( contacts disconnected) |
| Dadivas, Nica Rose | 12/17/2025 | 8:16 AM | 8:27 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Froze while assisting the customer and the call got disconnected then after that I was kicked out and then another call entered however the cx cannot hear me as well coach Jona assisted me so that I could go back to the system again. |
| Honrado, Kristel Danielle | 12/17/2025 | 7:43 AM | 8:00 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/17/2025 Start Time / End Time: 7:43 AM - 8:00 AM GSD Ticket Number: IMS0824547 Issue Type: Citrix Froze and call got disconnected. I was kicked out of my Citrix .I have to restart and set my tools again. PDA/Denali Error. Account Number: 1571794033203182193 VPN / Citrix: PHX / DUB POD: 27/ A 5th floor |
| Acuyong, Joyce | 12/17/2025 | 8:11 AM | 8:22 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and disconnected while I was assisting the customer and preparing to transfer them to the appropriate department. The call was disconnected, and Coach Jona assisted me with the system issue. |
| Bolante, Pholla Jeve | 12/17/2025 | 8:20 AM | 8:25 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and I had to wait for it to respond while assisting cx. |
| Cordova, Jayvin | 12/17/2025 | 7:52 AM | 8:02 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Reason: citrix disconnected (contact disconnected) |
| Deondo, Kristine Marie | 12/17/2025 | 7:11 AM | 8:07 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Shift Date: 12/17/2025 Employee ID: 435600 NTID : rkdeondo Start Time: 7:11AM (system down/kicked out from Citrix Froze/call not disconnected) End Call: 08:05 AM (End call with customer ) End Time: 08:07AM GSD Ticket Number : Issue Type: Moving POD 26-G (e.g., Latency, Frozen Screen, Avaya Error) - Citrix froze/ PDA error ( contacts disconnected) Account Number: Assisted by: Coach Grace |
| Nicodemus, Mary Joy | 12/17/2025 | 8:14 AM | 8:26 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Kicked out of Citrix while on call, need to assist first the Cx and finish the call before I can pull up my PDA. |
| Villanueva, Harold | 12/17/2025 | 8:36 AM | 8:44 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix froze 8:36 AM but cx is still on the line, TM was kicked out of citrix . call ended 8:40 AM, had to relogin PDA was able to ready at 8:44 AM |
| Samino, Anthony Josh | 12/17/2025 | 12:40 AM | 1:05 AM | Citrix Froze - CONTACTS DISCONNECTED | Initially assisted teammate with citrix froze; connection has been lost, after 10 minutes of still not fixing the issue, asked helped from WF Mollie; GSD ticket filed (IMS0824383) |
| Isada, Ayessa | 12/17/2025 | 8:10 AM | 8:24 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Froze, hard reset, Avaya got disconnected |
| Baure, Nika Jeane | 12/17/2025 | 7:58 AM | 8:15 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Kick out in Citrix and call got disconnected need to restart Citrix and pull all the tools. |
| Escalada, Johann Mikhail | 12/17/2025 | 8:18 AM | 8:20 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | VPN Disconnected and reconnected |
| Marcelino, Joselle | 12/17/2025 | 7:55 AM | 8:00 AM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/17/2025 Start Time / End Time: 7:55 AM - 08:00 AM GSD Ticket Number: Issue Type: PDA Denali error after a Citrix froze. Chat disconnected Account Number: 2113037681174454770 VPN / Citrix: PHX / Azure-EU POD: 29/D 5th floor |
| Cobrado, Ma Cyrine | 12/17/2025 | 2:43 AM | 2:49 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experience a downtime, citrix didn't mirror when transferring to another POD. Assist TM until to go on ready. |
| Catalan, Jowelyn | 12/17/2025 | 7:44 AM | 7:59 AM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by WF Allen |
| Delfin, Vanneza | 12/17/2025 | 2:43 AM | 2:51 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experience a downtime, citrix didn't mirror when transferring to another POD. Assist TM until to go on ready. |
| Visto, Josellel | 12/17/2025 | 2:44 AM | 2:56 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experience a downtime, citrix didn't mirror when transferring to another POD. Assist TM until to go on ready. |
| Alcazaren, Marivie | 12/18/2025 | 8:08 AM | 8:15 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Citrix froze and VPN got disconnected. Need to set up VPN, AVAYA and citrix again. |
| Billanes, Axcelle Mar | 12/17/2025 | 2:46 AM | 2:54 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experience a downtime, citrix didn't mirror when transferring to another POD. Assist TM until to go on ready. |
| Villas, Neca | 12/17/2025 | 8:10 AM | 8:23 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Yamson, Jhon Richard | 12/17/2025 | 7:52 AM | 8:22 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Kicked out by citrix while having a call on the line, restarted and set-up my tools |
| Sta Romana, Jett | 12/18/2025 | 8:02 AM | 8:06 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and Denali error. Contact got disconnected. |
| Estebes, Immanuel | 12/17/2025 | 2:44 AM | 2:54 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experience a downtime, citrix didn't mirror when transferring to another POD. Assist TM until to go on ready. |
| Celino, Ar Brian | 12/17/2025 | 7:44 AM | 8:13 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Kicked out of citrix and need to restart all tools. Cx was assisted during sysdown. |
| Francisco, Nikka Patricia | 12/17/2025 | 7:56 AM | 8:15 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Sta Romana, Jett | 12/18/2025 | 7:47 AM | 7:51 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and Denali error. Contact got disconnected. |
| Uadan Jr, Richard | 12/17/2025 | 7:44 AM | 7:54 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix disconnected (contact not disconnected) |
| Diaz, Lyka Angelique | 12/17/2025 | 8:16 AM | 8:19 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix disconnected and had to restart it again. |
| Honrado, Kristel Danielle | 12/17/2025 | 7:43 AM | 8:01 PM | Citrix Froze - CONTACTS DISCONNECTED | Got disconnected from citrix and avaya |
| Arbolado, Danielle | 12/17/2025 | 12:58 AM | 1:15 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Tm experience citrix kicked out while on call. advised to logged in again and continue assisting cx then set up again. |
| Alayon, Joeven | 12/18/2025 | 5:50 AM | 5:53 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze and PDA error but chat not disconnected. Need to response to chat first before setting up PDA again. |
| Dellava, Angelica Mae | 12/17/2025 | 7:56 AM | 8:15 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on a call |
| Samino, Anthony Josh | 12/17/2025 | 12:40 AM | 1:05 AM | Citrix Froze - CONTACTS DISCONNECTED | Initially, Citrix froze then connection got lost. Assisted asamino but after more than 10 minutes of the issue not being fixed (due to latency) asked helped from WF Mollie and GSD ticket was filed. |
| Honrado, Kristel Danielle | 12/03/2025 | 7:43 AM | 8:01 AM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by TL Carl |
| Empeno, Alleah Camille | 12/17/2025 | 8:01 AM | 8:11 AM | Citrix Froze - CONTACTS DISCONNECTED | Assisted teammates until she go on ready |
| Labrador, Rachel | 12/17/2025 | 7:48 AM | 7:51 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | citrix disconnected vpn disconnected contacts not disconnected no audio after |
| Rosas, Shainne Lou | 12/17/2025 | 6:27 AM | 6:37 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | TM need to setup, Citrix got disconnected during lunch. |
| Abrica, Apollo | 12/17/2025 | 6:15 AM | 6:22 AM | Avaya Issue - Freeze | Teammate's citrix froze while on call. |
| Alarba, Phoebecates | 12/17/2025 | 3:28 AM | 3:50 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | TM experience a citrix kicked out after lunch and having keeps getting kicked out on logging a hard time logging in again. ASSISTED BY: Lea Bautista |
| Oliveros, Christine | 12/17/2025 | 8:00 AM | 8:03 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Froze while on call / call did not ended |
| Peral Jr, Teodolfo | 12/17/2025 | 6:14 AM | 6:26 AM | Citrix Disconnected/PDA/Denali Error - after Break | PDA Error while on Break. |
| Cadigal, Christopher | 12/17/2025 | 5:33 AM | 5:45 AM | Avaya Issue - Freeze | Teammate's avaya froze and got kicked out of citrix while on call. Teammate had to login back to Citirx. |
| Ocumas, Christine | 12/17/2025 | 7:32 AM | 7:40 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while the customer was on the line. VPN logon failed twice. |
| Caballero, Reto | 12/17/2025 | 3:45 AM | 3:53 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted cx while citrix was disconnected. |
| Ongkingco, Kim Verly | 12/17/2025 | 4:13 AM | 4:35 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and was kicked out. Cx was still on the other line but cx could not hear me anymore. Ghost Spiel initiated. Transferred to another station. Logged in to Citrix and pulled up all my tools. ASSISTED BY: Coach Lea |
| Arojado, Jay Ann | 12/17/2025 | 5:11 AM | 5:16 AM | No Audio - PDA/ other tools still functional | TM experience PDA error. Go on ready on her own after restarting PDA |
| Arojado, Jay Ann | 12/17/2025 | 2:46 AM | 2:58 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experience sysdown time while on call. Call still available in AVAYA until disconnected. Assist TM until to go on ready |
| Diaz, Jessirie | 12/17/2025 | 5:09 AM | 5:24 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM kicked out from Citrix, CX is still on call. |
| Tulale, Mae Con | 12/17/2025 | 2:43 AM | 3:00 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experience sysdown time while on call. Call still available in AVAYA until disconnected. Assist TM until to go on ready |
| Bueno, Patricia Nicole | 12/17/2025 | 5:23 AM | 5:35 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | TM experience sysdown time while on call. Call still available in AVAYA until disconnected. Assist TM until to go on ready |
| Arrobang, Juliena Rose | 12/17/2025 | 6:45 AM | 6:48 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Froze-Teammate was unable to click anything on screen until she was kicked out from Citrix but the Customer was still active in AVAYA. The teammate continued to assist the customer. |
| Tayco, Khevin | 12/17/2025 | 5:25 AM | 5:53 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | IMS0824431 |
| Estrella, Joyce | 12/17/2025 | 4:38 AM | 4:43 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Froze-Teammate was unable to click anything on screen until she was kicked out from Citrix but the Customer was still active in AVAYA. The teammate continued to assist the customer. |
| Castro, Nyl John | 12/17/2025 | 5:34 AM | 5:47 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Froze-Teammate was unable to click anything on screen until he was kicked out from Citrix but the Customer was still active in AVAYA. The teammate continued to assist the customer. |
| Baranda, Patricia Ann | 12/17/2025 | 1:58 AM | 2:00 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | PDA Error-No Contact Received |
| Benid, Rose Anne | 12/17/2025 | 7:25 AM | 7:30 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | TM experience a PDA error while on lunch. Assisted TM until go on ready. |
| Baranda, Patricia Ann | 12/17/2025 | 5:54 AM | 5:59 AM | Avaya Issue - Freeze | PDA Error-No Contact Received |
| Francisco, Patricia Ann | 12/17/2025 | 7:13 AM | 7:24 AM | Citrix Disconnected/PDA/Denali Error - after Break | Citrix froze while on break and got kick out in Citrix restart it then sign in again. |
| Hierro, Alnie Glaze | 12/17/2025 | 7:40 AM | 7:42 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | citrix kicked out while on lunch |
| Baranda, Patricia Ann | 12/17/2025 | 6:28 PM | 6:34 PM | Avaya Issue - Freeze | PDA Error-No Contact Received |
| Arcano, Anjenette | 12/17/2025 | 5:20 AM | 5:30 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experience citrix froze while on call, restarted citrix but experience kicked out before can successfully login. Assist TM until to go on ready. |
| Baguioro, Chybelle | 12/18/2025 | 7:20 AM | 7:25 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | No contact was disconnected |
| Patricio, Aikie | 12/17/2025 | 2:55 AM | 3:04 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experience a downtime, citrix didn't mirror when transferring to another POD. Assist TM until to go on ready. |
| Marcelino, Joselle | 12/17/2025 | 3:33 AM | 4:02 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Unreachable server, No responses from the customers, and cannot sign in to Avaya due to Invalid Agent, need to change station to set up. Shift Date:12/17/2025 Start Time End Time: 03:33am- 4:02 am GSD Ticket Number : Issue Type (e.g., Latency, Frozen Screen, Avaya Error) Unreachable server, No responses from the customers, and cannot sign in to Avaya due to Invalid Agent, need to change station to set up. Please note: Assisted by TL Rachelle |
| Beltran, Mary Grace | 12/17/2025 | 5:55 AM | 6:01 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix disconnected while on call. I had to restart my citrix and I signed out of avaya and signed in again and I go on ready on 06:01 AM. |
| Santos, Raquel | 12/17/2025 | 6:45 AM | 6:50 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and call got disconnected |
| Mercado, Jason | 12/17/2025 | 6:41 AM | 7:00 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate's Citrix froze and then disconnected at 6:41 AM. Call was not disconnected and teammate need to set-up his Citrix, VPN and PDA again. Customer concern is regarding unauthorized transaction. |
| Diaz, Lyka Angelique | 12/17/2025 | 3:55 AM | 4:13 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Sysdown occured before the call ended and there is no audio that is coming out form the other line anymore. I tried to just log out my PDA but I cannot pull it up so I went to my Avaya and dialed my dialer but there was no sound, I repeated it but it is still not working so I signed out my Avaya and sign in again immediately after. That's when the issue was fixed. |
| Lachica, Angel | 12/17/2025 | 6:47 AM | 6:54 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM experience Denali error. TM go on ready after setting up tools. No coaches to report to as they are taking over phone calls of other TM. |
| Fiolog, Crystal May | 12/17/2025 | 5:54 PM | 5:57 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Teammate got disconnected on citrix while on lunch. Teammate was supposed to get on ready but their citrix got froze and they got kicked. Assist teammate until they got on ready. |
| Hermosisima, Maria Finah | 12/17/2025 | 7:09 PM | 7:13 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix disconnected while TM was on call. |
| Algoso, Kyla Joy | 12/17/2025 | 2:37 AM | 2:53 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | TM's citrix got disconnected. TM until to go on ready. |
| Viejo, Jerilee | 12/17/2025 | 4:37 AM | 4:52 AM | Citrix Froze - CONTACTS DISCONNECTED | PDA disconnected/call not disconnected/Avaya loading |
| Diaz, Frenmar | 12/17/2025 | 5:49 AM | 6:02 AM | Citrix Froze - CONTACTS DISCONNECTED | The issue was resolved, and the teammate was able to return to ready status. |
| Bordan, Rielyn Mae | 12/17/2025 | 6:40 AM | 6:43 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | PDA error after call. |
| Lachica, Angel | 12/17/2025 | 2:50 AM | 3:00 AM | Citrix Latency - Change Citrix Server | TM experience a downtime, citrix didn't mirror when transferring to another POD. Assist TM until to go on ready. |
| Ambay, Anne Nicole | 12/17/2025 | 6:06 AM | 6:11 AM | Citrix Froze - CONTACTS DISCONNECTED | The issue was resolved, and the teammate was able to return to ready status. |
| Osano, Jhenaline | 12/17/2025 | 6:48 AM | 6:59 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Teammate's Citrix was disconnected but the call was not disconnected, no audio from the customer so teammate delivered ghost spiel and disconnected the VPN . Teammate restart her Citrix because she can't pull it up. |
| Obafial, Christian Jay | 12/17/2025 | 5:55 AM | 5:56 AM | Avaya Issue - Freeze | The issue was resolved, and the teammate was able to return to ready status. |
| Estialbo, Rochilyn Joy | 12/17/2025 | 4:48 AM | 5:50 AM | Avaya Issue - Freeze | The issue was resolved, and the teammate was able to return to ready status. |
| Ofalla, Frank Danniel | 12/18/2025 | 1:35 AM | 1:44 AM | Citrix Latency - Change Citrix Server | TM experience a severe latency while handling call which causes a hard time accessing the tools. Asked a permission to logout to restart after the call. Assist TM until to go on ready again. |
| Formelos, Diana Joy | 12/17/2025 | 5:36 AM | 5:53 AM | Avaya Issue - Freeze | The issue was resolved, and the teammate was able to return to ready status. This system issue was assisted by WF Franz Allen Garcia. |
| Ayuda, Ma Victoria | 12/17/2025 | 5:49 AM | 5:58 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate experienced CITRIX freeze and was kicked out and needs to set-up again. |
| Tariao, John David | 12/17/2025 | 5:36 AM | 5:50 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | The issue was resolved, and the teammate was able to return to ready status. This system issue was assisted by WF Franz Allen Garcia. |
| Mercado, Rozeth | 12/17/2025 | 5:36 AM | 5:53 AM | Avaya Issue - Freeze | The issue was resolved, and the teammate was able to return to ready status. This system issue was assisted by WF Franz Allen Garcia |
| Espinosa Jr, Mervin | 12/04/2025 | 5:45 AM | 5:58 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate experienced CITRIX disconnection and needs to do set-up again. |
| Zapico, Rosario | 12/17/2025 | 5:31 AM | 5:50 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | The issue was resolved, and the teammate was able to return to ready status. This system issue was assisted by WF Franz Allen Garcia |
| Fiecas, Peache | 12/17/2025 | 1:19 AM | 1:27 AM | Avaya Issue - Freeze | The issue was resolved, and the teammate was able to return to ready status. |
| Tolentino, Realyn | 12/17/2025 | 6:24 AM | 6:27 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze call not disconnected |
| Cabugao, Nhel Francis | 12/17/2025 | 4:36 AM | 4:52 AM | Citrix Froze - CONTACTS DISCONNECTED | latency issue / PDA not loading/ reset up tools |
| Mercado, Rozeth | 12/17/2025 | 1:37 AM | 1:40 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | The issue was resolved, and the teammate was able to return to ready status. |
| Zapico, Rosario | 12/17/2025 | 1:31 AM | 1:50 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | The issue was resolved, and the teammate was able to return to ready status. |
| Abajar, Allysa | 12/17/2025 | 5:44 AM | 6:00 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate's PC froze, Spark, Teams and all tools were unclickable until the point where teammate was kicked out of CITRIX but still assisted her customer as they were still active in AVAYA. |
| Frugalidad, Cristina | 12/17/2025 | 5:38 AM | 6:38 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | N/A |
| Celeste, Airene Mae | 12/17/2025 | 5:16 AM | 5:20 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Teammate got disconnected on citrix while on lunch. Teammate was supposed to get on ready but their citrix got froze and they got kicked. Assist teammate until they got on ready. |
| Badillo, Bernard Luis | 12/17/2025 | 5:33 AM | 6:33 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | N/A |
| Anisco, Jannah Gift | 12/17/2025 | 4:36 AM | 4:54 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix kicked out call got disconnected/automatically tried setting up however takes time to pull up citrix screen went black PDA is not loading when pulling it up. |
| Torre, Kin Bryan | 12/17/2025 | 5:56 AM | 6:29 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate's Citrix froze and he was kicked out from Citrix while still on call. Teammate need to set-up everything including his Avaya. Call was prolonged because the customer can't validate his account. |
| Olisco, Divine | 12/17/2025 | 5:14 AM | 6:02 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Teammate got disconnected on citrix while on lunch. Teammate was supposed to get on ready but their citrix got froze and they got kicked. Assist teammate until they got on ready. |
| Galisim, Lovely Nicole | 12/17/2025 | 6:23 AM | 6:32 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Citrix froze and the teammate got disconnected. Had to restart Citrix and also the Avaya. |
| Majen, Jenylyn | 12/17/2025 | 1:20 AM | 1:32 AM | Avaya Issue - Freeze | The issue was resolved, and the teammate was able to return to ready status. |
| Magluyan, Grace Alondra Joy | 12/17/2025 | 1:29 PM | 1:39 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Teammate's VPN was disconnected and took time to pull her AVAYA. |
| Victoriano, Roilen Brian | 12/17/2025 | 5:53 AM | 6:02 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate got disconnected on citrix while on ready. Teammate got froze and they got kicked out. Assist teammate until they got on ready. |
| Ledesma, John Patrick | 12/17/2025 | 1:35 AM | 1:43 AM | Avaya Issue - Freeze | The issue was resolved, and the teammate was able to return to ready status. |
| Diocos, Fredgine Mae | 12/17/2025 | 5:45 AM | 5:52 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Teammate got disconnected on citrix while on lunch. Teammate was supposed to get on ready but their citrix got froze and they got kicked. Assist teammate until they got on ready. |
| Estialbo, Rochilyn Joy | 12/17/2025 | 1:26 AM | 1:38 AM | Avaya Issue - Freeze | The issue was resolved, and the teammate was able to return to ready status. |
| Bordan, Jon Bonjam | 12/17/2025 | 5:50 AM | 5:58 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Teammate got disconnected on citrix while on lunch. Teammate was supposed to get on ready but their citrix got froze and they got kicked. Assist teammate until they got on ready. |
| Mendoza, Julie Ann | 12/17/2025 | 6:13 AM | 6:18 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate got kicked out from citrix. Had to restart citrix and everything. |
| Graciadas, John Wilbert | 12/17/2025 | 6:04 AM | 6:15 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and got kick out. Then assist the teammate to restart the citrix and pull out PDA and stamp on break. |
| Parreno, Mark Anthony | 12/17/2025 | 5:49 AM | 5:57 AM | Citrix Latency - Change Citrix Server | Citrix froze and got kick out. Then assist the teammate to restart the citrix and pull out PDA and stamp on break. |
| Obafial, Christian Jay | 12/17/2025 | 1:25 AM | 1:30 AM | Avaya Issue - Freeze | The issue was resolved, and the teammate was able to return to ready status. |
| Alcones, Paula Jane | 12/17/2025 | 5:43 AM | 5:48 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | N/A |
| Condez, Rea Angelika | 12/17/2025 | 5:56 AM | 6:03 AM | Citrix Latency - Change Citrix Server | Citrix froze and got kick out when stamping to break. Let tm to start citrix and pull out PDA them stamp break |
| Iguin, Harlyn Mae | 12/17/2025 | 6:14 PM | 6:19 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate’s Citrix froze after her call, and she was then kicked out of Citrix. Her VPN was also disconnected. The teammate needed to set up everything again. |
| Santos, Raquel | 12/17/2025 | 3:53 AM | 4:39 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Tm was sysdown when she get back from lunch. Tm was not able to pull out citrix. Assist to cloud reset and restart again. |
| Salgado, Bryan Steven | 12/17/2025 | 5:29 AM | 5:32 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on a call. |
| Baure, Nika Jeane | 12/17/2025 | 4:40 AM | 4:42 AM | Avaya Issue - Freeze | Denali error while waiting for a call. |
| Morado, Mark | 12/17/2025 | 6:02 AM | 6:11 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix got disconnected while the teammate is on a call. Teammate needs to pull up Cictrix together with his avaya |
| Acejo, Aljune Mike | 12/17/2025 | 6:00 AM | 6:11 AM | Citrix Disconnected/PDA/Denali Error - after Break | Citrix Disconnected while on break | All tools disconnected |
| Quinton, Quenne | 12/17/2025 | 5:55 AM | 6:05 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Disconnected while on call | All tools disconnected |
| Torre, Kin Bryan | 12/17/2025 | 1:56 AM | 2:09 AM | Citrix Latency - Change Citrix Server | Having a hard time logging back in to citrix due to latency and screen went black. |
| Arcano, Anjenette | 12/17/2025 | 5:20 AM | 5:30 AM | No Audio - PDA/ other tools still functional | citrix froze, vpn disconnected, call disconnected // assisted by WF Allen |
| Floro, Claire Jacynth | 12/17/2025 | 5:47 AM | 5:57 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Disconnected while on call | All tools disconnected |
| Oloroso, Mark Bryan | 12/17/2025 | 5:23 AM | 5:26 AM | Citrix Disconnected/PDA/Denali Error - after Break | PDA error while on break // restarted tools |
| Parohinog, Reynan | 12/17/2025 | 4:41 AM | 4:48 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Teammate experience CITRIX freeze, had to set up again the VPN and during PDA login Teammate received an error. |
| Aravejo, Shelomith | 12/17/2025 | 4:25 AM | 4:33 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and kick out while on call. Help tm to cloud reset and restart citrix then pull out PDA and stamp on ready |
| Tan, Mikaella Tatiana | 12/17/2025 | 5:56 AM | 6:00 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze and got kicked out of citrix, contacts not disconnected. |
| Abunas, Mc Brandon | 12/17/2025 | 4:12 AM | 4:14 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Froze while on call and on pending lunch, Call not disconnected. |
| Dalumpines, Athea Trisha | 12/17/2025 | 5:44 AM | 5:52 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate experience Citrix disconnection and had to to a hard restart. |
| Procalla, Vincent Albert | 12/17/2025 | 5:45 AM | 5:54 AM | Citrix Froze - CONTACTS DISCONNECTED | Helped cx to go on ready. |
| Cordova, Jayvin | 12/17/2025 | 5:12 AM | 5:17 AM | Citrix Disconnected/PDA/Denali Error - after Break | PDA error while ion break // restarted PDA // AVAYA |
| Magluyan, Grace Alondra Joy | 12/17/2025 | 1:29 AM | 1:39 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Teammate experienced VPN disconnection while she is on call with her new Customer. Teammate exceeded 5 minutes because the AVAYA took too lo g to pull up. |
| Encina, Felix John | 12/17/2025 | 5:33 AM | 5:42 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate experience CITRIX freeze during call, exceeded the 5 minute since the initial attempt in AVAYA login was failed and took too long to load. |
| Amparo, Ana Roces | 12/17/2025 | 1:20 AM | 1:22 AM | Avaya Issue - Freeze | Teammate experience AVAYA Freeze. |
| Villanueva, Harold | 12/17/2025 | 4:29 AM | 4:44 AM | Citrix Froze - CONTACTS DISCONNECTED | TM was assisted by WF Yan |
| Buala, Kristine Grace | 12/17/2025 | 5:25 AM | 5:35 AM | Citrix Froze - CONTACTS DISCONNECTED | CITRIX FROZE//CALL GOT DISCONNECTED |
| Olisco, Francis John | 12/17/2025 | 5:21 AM | 5:32 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Disconnected while on call | All tools disconnected |
| Encina, Felix John | 12/17/2025 | 1:32 AM | 1:37 AM | Citrix Froze - CONTACTS DISCONNECTED | System issued did not exceed in 5 minutes. (CITRIX FROZE) |
| Lingco, Rollene | 12/17/2025 | 5:20 AM | 5:30 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze and disconnected while on call need to pull up tools again| cx no response on the line | delivered ghost spiel and end the call |
| Bondoc, John Karl Ric | 12/17/2025 | 4:07 AM | 4:24 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | NA |
| Tindog, Laiza Mae | 12/17/2025 | 4:45 AM | 4:47 AM | Citrix Disconnected/PDA/Denali Error - after Break | NA |
| Dela Cruz, Ma Samantha | 12/17/2025 | 4:10 AM | 4:14 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | NA |
| Begona, Maricar | 12/17/2025 | 4:27 AM | 4:31 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | NA |
| Begona, Maricar | 12/17/2025 | 4:12 AM | 4:14 AM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Devibar, Juselle Rey | 12/17/2025 | 1:32 AM | 1:32 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate experience CITRIX freeze. |
| Ayuda, Ma Victoria | 12/17/2025 | 2:35 AM | 2:37 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate experience PDA Error during call when she is assisting Customer in updating phone number. |
| Daniel, Mark Jojit | 12/17/2025 | 5:08 AM | 5:15 AM | Citrix Froze - CONTACTS DISCONNECTED | Citric kicked out and had to re open tools. |
| Nedula, Cleo Mariz | 12/17/2025 | 3:58 AM | 4:15 AM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Arbolado, Danielle | 12/17/2025 | 4:29 AM | 5:02 AM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Catalan, Jowelyn | 12/17/2025 | 4:49 AM | 4:57 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | PDA ERROR/CONTACT DISCONNECTED |
| Ocumas, Christine | 12/17/2025 | 3:30 AM | 4:03 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Teammate was kicked out of Citrix three times during the call. The teammate assisted the customer without a PDA and used only Spark. |
| Aniero, Mark Anthony | 12/17/2025 | 4:34 AM | 4:54 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call, citrix and call got disconnected, teammate needed to re open his tools. |
| Alayon, Alyn Joy | 12/17/2025 | 4:11 AM | 4:37 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | WF Mae Ann assisted the TM |
| Albay, Cymon | 12/17/2025 | 4:30 AM | 4:40 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix kicked out/Took time to reopen the PDA. |
| Graciadas, John Wilbert | 12/17/2025 | 2:01 AM | 2:03 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate experience CITRIX freeze and provided ghost but was able to get back right away |
| Gade, Micah Pearl Lyne | 12/17/2025 | 4:24 AM | 4:29 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call |
| Abool, Mary Gloden | 12/17/2025 | 1:35 AM | 1:36 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate was able to go back on ready before 5 mns. |
| Adodoli, Karl Howen | 12/17/2025 | 1:41 AM | 1:52 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate experienced CITRIX freeze and call was disconnected and needs to set-up again. |
| Arbolado, Danielle | 12/17/2025 | 12:58 AM | 1:15 AM | Avaya Issue - Freeze | Avaya kicked out. Unable to login back to Avaya. Reopen Avaya. Avaya took awhile to open. Assisted by Coach April and TL Aira. |
| Jore, Paul Vincent | 12/17/2025 | 4:31 AM | 4:38 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Call disconnected. Transaction Inquiry |
| Bajande, Jemima | 12/17/2025 | 3:56 AM | 3:58 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call |
| Tuyay, Shantal | 12/17/2025 | 4:30 AM | 4:35 AM | Citrix Froze - CONTACTS DISCONNECTED | Call got disconnected |
| Binag, Roxan Joy | 12/17/2025 | 3:53 AM | 3:59 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call. |
| Ebuna, Ckim Wesley | 12/17/2025 | 1:26 AM | 1:30 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate was able to go back on ready before 5mns. |
| Suderio, Marco Pablo | 12/17/2025 | 4:22 AM | 4:23 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on a call. |
| Olivas, Johanna | 12/17/2025 | 1:40 AM | 1:44 AM | Avaya Issue - Freeze | Teammate was assisted by WF: Franz Allen Garcia |
| Escalada, Johann Mikhail | 12/17/2025 | 4:15 AM | 12:19 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on a call. |
| Fiolog, Crystal May | 12/17/2025 | 4:18 AM | 4:22 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | tm was about to transfer for escalation but avaya and cx got disconnected. tm restarted avaya and pda. |
| Villas, Neca | 12/17/2025 | 4:07 AM | 4:11 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call |
| Pamati-an, John Lester | 12/17/2025 | 4:05 AM | 4:12 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Advised the tm to endorse the call for callback |
| Tindog, Laiza Mae | 12/17/2025 | 3:04 AM | 3:10 AM | Citrix Froze - CONTACTS DISCONNECTED | NA |
| Dellava, Angelica Mae | 12/17/2025 | 4:05 AM | 4:11 AM | Avaya Issue - Freeze | Tm is now taking calls |
| Isada, Ayessa | 12/17/2025 | 4:08 AM | 4:11 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on a call. |
| Dela Sada, Michaela | 12/17/2025 | 3:05 AM | 3:11 AM | Citrix Froze - CONTACTS DISCONNECTED | Teammate re pull up Citrix |
| Pinaroyo, Rica Mae | 12/17/2025 | 1:43 AM | 1:45 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | teammate was able to stamp ready right away |
| Oliveros, Christine | 12/17/2025 | 3:59 AM | 4:01 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on a call. |
| Baure, Nika Jeane | 12/17/2025 | 3:57 AM | 3:58 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call |
| Abrica, Apollo | 12/17/2025 | 1:21 PM | 2:19 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Error while on lunch - Sysdown was based on mystats |
| Ricardo, Danicah | 12/17/2025 | 3:14 AM | 3:25 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix disconnected and need to repull out the tools such as avaya, citrix, vpn. |
| Tolentino, Realyn | 12/17/2025 | 2:07 AM | 2:43 AM | Avaya Issue - Freeze | Teammate was logged out from the Avaya and unable to login back. We tried resetting the Avaya, asked help from WF Yann. Advised to reboot PC. |
| Sanchez, Queenie Joy | 12/17/2025 | 11:43 PM | 11:52 PM | Avaya Issue - Freeze | Citrix froze | avaya issue |caller no audio restarted avaya . avaya took time to pull up, I restarted both of my PDA and Avaya |
| Briones, Andrea Mean | 12/17/2025 | 3:57 AM | 3:59 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Condez, Rea Angelika | 12/17/2025 | 1:56 AM | 1:58 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Error while on lunch - Sysdown was based on mystats |
| Aluad, Rose Ann | 12/17/2025 | 3:29 AM | 3:51 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate continues to receive call without citrix. Had to reset the avaya since unable to stamp on ready on Denali. Ticket number IMS0824429 |
| Yamson, Jhon Richard | 12/17/2025 | 3:51 AM | 3:53 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze while on call |
| Celino, Ar Brian | 12/17/2025 | 3:42 AM | 3:44 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze and can't hear the cx. Assisted the tm and was able to get back to the call. |
| Taylor, Joeline | 12/17/2025 | 12:47 AM | 12:51 AM | Avaya Issue - Freeze | avaya freeze |
| Billones, Mark | 12/17/2025 | 3:03 AM | 3:12 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Froze - Contact Disconnected |
| Arellano, Bea Luz | 12/17/2025 | 7:05 PM | 7:30 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted by Coach Sheeva |
| Humpay, Elaine | 12/17/2025 | 12:32 AM | 12:43 AM | Avaya Issue - Freeze | DELAY IN PULLING UP AVAYA |
| Caballero, Raquel | 12/17/2025 | 3:00 AM | 3:04 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Froze contact not disconnected. |
| Alarba, Phoebecates | 12/17/2025 | 12:12 AM | 12:20 AM | Avaya Issue - Freeze | Avaya freeze denali error while engaged in call. Call ended 12:15 am |
| Cortes, Jd Grace | 12/17/2025 | 7:27 PM | 7:47 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by Coach Sheeva |
| Altamea, Stella Marie | 12/17/2025 | 7:36 PM | 7:54 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by Coach Sheeva |
| Ofalla, Frank Danniel | 12/17/2025 | 2:14 AM | 2:28 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix disconnected and need to repull out the tools such as avaya, citrix, vpn. |
| Artates, Micha Ella | 12/17/2025 | 7:57 PM | 8:20 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | assisted by coach Sheeva |
| Alsagon, Loriely Anne | 12/17/2025 | 7:41 PM | 8:01 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted by Coach Sheeva |
| Gallofin, Rach Mary | 12/17/2025 | 11:35 PM | 11:38 PM | No Audio - PDA/ other tools still functional | Assisted by: Demi Florea Jimera |
| Aguil, Mark Anthony | 12/17/2025 | 11:23 PM | 11:31 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by: Demi Florea Jimera |
| Batilaran, Frenzy Earl Sydney | 12/17/2025 | 8:07 PM | 8:34 PM | Citrix Froze - CONTACTS DISCONNECTED | was about to close the case of my cx and deliver great news but call got disconnected due to system issue. TM citrix froze and kicked out. TM need to restart her citrix and pull up all her tools. Helped TM to restart her citrix. |
| Agana, Glendalyn | 12/17/2025 | 8:14 PM | 8:33 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted By: Coach Sheeva |
| Polvorosa, Trezia Mae | 12/17/2025 | 12:59 AM | 1:01 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Assisted by Coach Allie |
| Torres, Maycel | 12/17/2025 | 7:06 PM | 8:29 PM | Citrix Froze - CONTACTS DISCONNECTED | handling cx call got disconnected due to system issue cetrix frooze/kicked out of cetrix/avaya freeze/repull up tools again |
| Castro, Nyl John | 12/17/2025 | 2:12 AM | 1:15 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Error while on lunch - Sysdown was based on mystats |
| Beneranda, Yliaza John | 12/17/2025 | 11:40 PM | 11:44 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by: Demi Florea Jimera |
| Salvador, KC | 12/17/2025 | 11:31 PM | 11:36 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted by Coach Allie |
| Cartujano, Ace Joseph | 12/17/2025 | 7:17 PM | 7:35 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by Coach Sheeva |
| Villegas, Ruella Jane | 12/17/2025 | 11:28 PM | 11:38 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by: Demi Florea Jimera |
| Sion, Noel James | 12/17/2025 | 8:15 PM | 8:30 PM | Citrix Froze - CONTACTS DISCONNECTED | TM citrix froze and kicked out. TM need to restart her citrix and pull up all her tools. Helped TM to restart her citrix. |
| Adame, Willie Mer | 12/17/2025 | 11:33 PM | 11:37 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted by Coach Allie |
| Tupaz, Alain Ray | 12/17/2025 | 3:30 AM | 3:33 AM | No Audio - PDA/ other tools still functional | Audio Issue |
| Dap-og, Florence | 12/17/2025 | 11:54 PM | 11:58 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by: Demi Florea Jimera |
| Degala Jr, Darwin | 12/17/2025 | 7:28 PM | 7:50 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by Coach Sheeva |
| Cuare, Rey John | 12/17/2025 | 11:26 PM | 11:30 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by Coach Allie |
| San Miguel, Dione Rose | 12/17/2025 | 11:45 PM | 11:52 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by: Demi Florea Jimera |
| Candoleta, Janine Pearl | 12/17/2025 | 8:07 PM | 8:30 PM | Citrix Froze - CONTACTS DISCONNECTED | TM citrix froze and kicked out. TM need to restart her citrix and pull up all her tools. Helped TM to restart her citrix. |
| Zulieta, Vanessa | 12/17/2025 | 11:33 PM | 11:40 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted by Coach Allie |
| De Honor, Cezarah Marie | 12/17/2025 | 11:45 PM | 11:57 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by: Demi Florea Jimera |
| Briones, Lorrie Miles | 12/17/2025 | 11:34 PM | 11:43 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted By: WF MOLLIE |
| Declaro, Lalyn | 12/17/2025 | 8:06 PM | 8:14 PM | Citrix Froze - CONTACTS DISCONNECTED | TM citrix froze and kicked out. TM need to restart her citrix and pull up all her tools. Helped TM to restart her citrix. |
| Magbanua, Ailyn | 12/17/2025 | 3:12 AM | 3:24 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Teammate’s Citrix froze at 3:12 AM, and the call got disconnected. The VPN was also disconnected. The teammate needed to restart her VPN and set up her AVAYA. There was latency when she pulled up her AVAYA. The teammate clicked on Ready after she set up her PDA at 3:24 AM. |
| Legaspi, Amiel Dave | 12/17/2025 | 11:27 PM | 11:32 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted by Coach Allie |
| Talabucon, Michelle | 12/17/2025 | 11:54 PM | 11:57 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Assisted by: Demi Florea Jimera |
| Besa, Josh Rainer | 12/17/2025 | 7:47 PM | 8:08 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM citrix froze and kicked out. TM need to restart her citrix and pull up all her tools. Helped TM to restart her citrix. |
| Cartujano, Ace Joseph | 12/17/2025 | 1:07 PM | 1:19 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted By: MOLLIE |
| Hari-on, Marrienne | 12/17/2025 | 11:48 PM | 11:59 AM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by: Demi Florea Jimera |
| Quicoy, Febelyn | 12/17/2025 | 11:28 PM | 11:32 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by Coach Allie |
| Lopez, Jean | 12/17/2025 | 11:25 PM | 11:33 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by Coach Allie |
| Trinidad, Angelika | 12/17/2025 | 7:15 PM | 7:20 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Restart Avaya and PDA |
| Artates, Micha Ella | 12/17/2025 | 2:27 PM | 2:30 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted By: Mollie |
| Ponsaran, Khrystmund | 12/17/2025 | 11:43 PM | 12:03 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted by: Demi Florea Jimera |
| Horario, John Rey | 12/17/2025 | 11:14 PM | 11:24 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted by Coach Allie |
| De Honor, Cezarah Marie | 12/17/2025 | 11:45 PM | 11:57 PM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze & kickout | need to restart and pull up tools |
| Briones, Mark | 12/17/2025 | 1:11 AM | 1:17 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Assisted by: Demi Florea Jimera |
| Patron, Precious Kaye | 12/17/2025 | 12:12 PM | 12:16 PM | Citrix Disconnected/PDA/Denali Error - after Break | Reported to Coach Sheeva |
| San Miguel, Dione Rose | 12/17/2025 | 11:45 PM | 11:52 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by: Demi Florea Jimera |
| Burbano, Maita | 12/17/2025 | 3:10 AM | 3:18 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Llegue, Bench Rhamsey | 12/17/2025 | 11:44 PM | 12:06 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by Coach Sheeva |
| Bayhon, Katrina | 12/17/2025 | 6:45 PM | 7:05 PM | Citrix Froze - CONTACTS DISCONNECTED | TM citrix froze and kicked out. TM need to restart her citrix and pull up all her tools. Helped TM to restart her citrix. We were discussing the case PP-R-JLI-604798174 and then I experienced system issue. Endorsed for a callback. |
| Sabolbora, Angel Gennie | 12/17/2025 | 11:23 PM | 11:27 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by: Demi Florea Jimera |
| Sabolbora, Angel Gennie | 12/17/2025 | 7:26 PM | 7:38 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by: Demi Florea Jimera |
| Agana, Glendalyn | 12/17/2025 | 11:48 PM | 12:05 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by Coach Sheeva |
| Pinalba, Reybe | 12/17/2025 | 6:03 PM | 6:25 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | TM citrix froze and kicked out. TM need to restart her citrix and pull up all her tools. Helped TM to restart her citrix. |
| Adonay, Lorena | 12/17/2025 | 11:32 PM | 11:34 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by: Demi Florea Jimera |
| Olandesca, Rvee Jude | 12/17/2025 | 2:05 AM | 2:07 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Gallofin, Therese Mary | 12/17/2025 | 10:06 PM | 10:16 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Assisted by: Demi Florea Jimera |
| Degala Jr, Darwin | 12/17/2025 | 11:42 PM | 12:05 PM | Citrix Disconnected/PDA/Denali Error - after Break | Assisted by Coach Sheeva |
| Sabolbora, Angel Gennie | 12/17/2025 | 11:23 PM | 11:27 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call. LVS-HDX froze . PDA error . Restart PDA. |
| Briones, Mark | 12/17/2025 | 9:57 PM | 10:02 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Assisted by: Demi Florea Jimera |
| Altamea, Stella Marie | 12/17/2025 | 11:37 PM | 11:59 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by Coach Sheeva |
| Hari-on, Marrienne | 12/17/2025 | 7:48 PM | 8:00 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted by: Demi Florea Jimera |
| Parreno, Mark Anthony | 12/17/2025 | 1:41 AM | 1:59 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Error while on lunch - Sysdown was based on mystats |
| Briones, Mark | 12/17/2025 | 8:01 PM | 8:06 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Assisted by: Demi Florea Jimera |
| Barrios, Michael | 12/17/2025 | 11:42 PM | 12:01 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by |
| Francisco, Patricia Ann | 12/17/2025 | 2:56 AM | 2:58 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Tm encountered citrix froze while on call. |
| Mujal, Archieval | 12/17/2025 | 7:32 PM | 7:35 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Assisted by: Demi Florea Jimera |
| Beneranda, Yliaza John | 12/17/2025 | 7:40 PM | 7:45 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted by: Demi Florea Jimera |
| Nadate, Jonnabell | 12/17/2025 | 2:49 AM | 2:58 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate’s Citrix froze at 2:49 AM, but the call continued. She could no longer click anything, so she had to open another Citrix session to continue assisting the customer. After the call, the teammate disconnected from the VPN and had to set up her PDA again. |
| Altamea, Stella Marie | 12/17/2025 | 11:37 PM | 11:59 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by Coach Sheeva |
| Bacas, Maxine Rose | 12/17/2025 | 11:36 PM | 11:50 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by Coach Sheeva |
| Dap-og, Florence | 12/17/2025 | 7:51 PM | 7:54 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by: Demi Florea Jimera |
| Briones, Lorrie Miles | 12/17/2025 | 11:34 PM | 11:43 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by Coach Sheeva |
| Iguin, Harlyn Mae | 12/17/2025 | 2:12 AM | 2:20 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate's Citrix froze at 2:12 AM but the call still continue. Her PDA was logged out at 2:19 AM and then Teammate click back on Ready at 2:20 AM and teammate then teammate received another call. |
| Cortes, Jd Grace | 12/17/2025 | 11:29 PM | 11:42 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted By: Mollie |
| Barzanas, Irene | 12/17/2025 | 7:41 PM | 7:43 PM | Avaya Issue - Freeze | Assisted by: Demi Florea Jimera |
| Colesio, Edberg | 12/17/2025 | 1:45 AM | 2:15 AM | Citrix Disconnected/PDA/Denali Error - after Break | TM got kick out during break, unable to set up right away due to latency, Advice to use other citrix instead |
| Practisala, Pearly Ann | 12/17/2025 | 11:31 PM | 11:34 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Reported to Coach Sheeva |
| Baldonado, Regene | 12/17/2025 | 2:31 AM | 2:41 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and call disconnected. Assisted the tm to provide ghost call and restart VPN and avaya then relaunch PDA. It takes 10 minutes avaya is taking long to pull up. |
| Sabolbora, Angel Gennie | 12/17/2025 | 7:26 PM | 7:38 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by: Demi Florea Jimera |
| Abolucion, Jodelyn | 12/17/2025 | 1:41 AM | 1:44 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | PDA error while on call. |
| Gallofin, Rach Mary | 12/17/2025 | 7:34 PM | 7:36 PM | Avaya Issue - Freeze | Avaya got disconnected |
| Tayco, Khevin | 12/17/2025 | 1:41 AM | 2:55 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Error while on lunch - Sysdown was based on mystats |
| Mercado, Jason | 12/17/2025 | 2:40 AM | 2:46 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix disconnected and need to repull out the tools such as avaya, citrix, vpn. |
| Altamea, Stella Marie | 12/17/2025 | 10:06 PM | 10:10 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Assisted by Coach Sheeva |
| Adonay, Lorena | 12/17/2025 | 7:29 PM | 7:32 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted by: Demi Florea Jimera |
| Diocena, Karl Vincent | 12/17/2025 | 1:55 AM | 2:00 AM | Citrix Froze - CONTACTS DISCONNECTED | EID: 430157 NTID: kdiocena Time: 1:55 AM - 2:00 AM Reason: citrix froze while on call | had to restart avaya | Ticket #: AN: 1646363168389696627 POD # / Letter: 36-A VPN Used: PHX |
| Talabucon, Michelle | 12/17/2025 | 7:32 PM | 7:36 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by: Demi Florea Jimera |
| Acejo, Aljune Mike | 12/17/2025 | 2:43 AM | 2:49 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | DENALLI ERROR While on Lunch |
| Florentino, Randy | 12/17/2025 | 2:20 AM | 2:45 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Tm was engage on a call when his citrix froze. when cutrix was kicked out cx was still on the line. tm pulled up new citrix to assist the concern of cx. tm restarted citrix, vpn and avaya after the call. |
| Duatin, Marbee Darryl | 12/17/2025 | 1:03 AM | 1:07 AM | Citrix Froze - CONTACTS DISCONNECTED | Less than 5 minutes |
| Patron, Precious Kaye | 12/17/2025 | 8:29 PM | 8:39 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Assisted by Coach Sheeva |
| Villegas, Ruella Jane | 12/17/2025 | 7:25 PM | 7:36 AM | Avaya Issue - Freeze | Assisted by: Demi Florea Jimera |
| Diamonon, Fons Fernando | 12/17/2025 | 12:37 AM | 12:41 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | EID: 431070 NTID: fdiamonon Time: 12:37 AM - 12:41 AM Reason: Citrix froze and was kicked out while on chat. Tools are still connected when I logged in again Ticket #: AN: 1543056288274538303 POD # / Letter: 31 / F VPN Used: PHX |
| Practisala, Pearly Ann | 12/17/2025 | 7:30 PM | 7:38 PM | Avaya Issue - Freeze | Assisted by Coach Sheeva |
| Borlado, Lady Mae | 12/17/2025 | 7:13 PM | 7:33 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Dariagan, Esequela May | 12/17/2025 | 8:50 PM | 9:03 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Santillan, Wea | 12/17/2025 | 1:19 PM | 1:59 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Tan, Mikaella Tatiana | 12/17/2025 | 1:53 AM | 1:56 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze - contacts not disconnected |
| Estrella, Joyce | 12/17/2025 | 1:37 AM | 1:59 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Error while on lunch - Sysdown was based on mystats |
| Gonzales, Jovelyn | 12/17/2025 | 11:19 PM | 11:21 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted by Coach Allie |
| Santillan, Wea | 12/17/2025 | 10:03 PM | 10:30 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Peral Jr, Teodolfo | 12/17/2025 | 1:14 AM | 2:01 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Error while on lunch - Sysdown was based on mystats |
| Santillan, Wea | 12/17/2025 | 6:01 PM | 6:26 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Conlu, Ma Josefa | 12/17/2025 | 11:22 PM | 11:27 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted by Coach Allie |
| Procalla, Vincent Albert | 12/17/2025 | 1:41 AM | 2:01 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | IMS0824429 |
| Buaron, Jera | 12/17/2025 | 10:58 PM | 11:02 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted by Coach Allie |
| Bacas, Maxine Rose | 12/17/2025 | 7:39 PM | 7:54 PM | Citrix Latency - Change Citrix Server | Assisted by Coach Sheeva |
| Abajar, Allysa | 12/17/2025 | 1:44 AM | 2:21 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Error while on lunch - Sysdown was based on mystats |
| Diocos, Fredgine Mae | 12/17/2025 | 1:44 AM | 1:47 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze, |
| Dariagan, Esequela May | 12/17/2025 | 12:53 AM | 2:18 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | System downtime was approved and validated by WF Mollie and ticket was issued by WF Allen |
| Polvorosa, Trezia Mae | 12/17/2025 | 7:57 PM | 8:19 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted by Coach Allie |
| Fundal, Riny Lance | 12/17/2025 | 1:55 AM | 2:21 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Error while on lunch - Sysdown was based on mystats |
| Adame, Willie Mer | 12/17/2025 | 7:55 PM | 8:32 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Assisted by Coach Allie |
| Baranda, Patricia Ann | 12/17/2025 | 1:56 AM | 2:00 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | Error while on lunch |
| Penano, Herlyn | 12/17/2025 | 12:33 AM | 1:29 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | System down time was reported, assisted and validated by WF Mollie |
| Alcones, Paula Jane | 12/17/2025 | 2:26 AM | 2:29 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | while assisting the cx tm pda went on error and call got disconnected. tm restarted avaya. |
| Pamunag, Jazzen Roi | 12/17/2025 | 1:51 AM | 1:52 AM | Citrix Disconnected/PDA/Denali Error - after Break | Validated! |
| Briones, Lorrie Miles | 12/17/2025 | 7:29 PM | 7:49 PM | Citrix Latency - Change Citrix Server | Assisted by Coach Sheeva |
| Gregorio, Jester | 12/17/2025 | 12:40 AM | 1:56 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Assisted the teammate and informed the WF Mollie |
| Badillo, Bernard Luis | 12/17/2025 | 1:47 AM | 2:10 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Cabuslay, Ma Richelle | 12/17/2025 | 10:50 PM | 10:58 PM | Citrix Disconnected/PDA/Denali Error - after Break | Assisted the teammate |
| Rapista, Sarah Jane | 12/17/2025 | 2:08 PM | 2:12 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Benitez, Dan Bryan | 12/17/2025 | 10:54 PM | 11:04 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted the teammate |
| Beltran, Mary Grace | 12/17/2025 | 1:52 AM | 1:55 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Froze while on Call. cx dropped the call. |
| Alair, Amiel Alan | 12/17/2025 | 12:46 AM | 1:08 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | System downtime was reported by the teammate and was reported to the workforce. |
| Chu, Kenny Lloyd | 12/17/2025 | 1:54 AM | 1:59 AM | Avaya Issue - Freeze | TM's Citrix froze while on call |
| Delegencia, Karl Kevin | 12/17/2025 | 1:46 AM | 1:50 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze cx got disconnected . tm retstarted vpn and pda |
| Bengan, Aicyl | 12/17/2025 | 1:37 AM | 1:49 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Donguines, Dia | 12/17/2025 | 10:25 PM | 11:59 PM | No Audio - PDA/ other tools still functional | Audio Issues during shadowing- restarted PC and relaunch Citrix multiple times| Unable to pull up Denali- just joined the GCCA Lite shadowing session with Denali off. |
| Fiolog, Crystal May | 12/17/2025 | 1:40 AM | 12:47 AM | Citrix Froze - CONTACTS DISCONNECTED | tm citrix froze and couldnt click anything . 1:44am tm got kicked out form citrix( connection lost ) tm took longer time to pull up avaya. |
| Francisco, April Rose | 12/17/2025 | 12:10 PM | 12:15 PM | Citrix Disconnected/PDA/Denali Error - after Break | PDA error while on break |
| Buala, Kristine Grace | 12/17/2025 | 1:25 AM | 1:45 AM | Citrix Froze - CONTACTS DISCONNECTED | DENALLI ERROR BILL ON CALL | Teammate assisted the customer and after the call teammate had to relaunch citrix again. |
| Deondo, Micah | 12/17/2025 | 1:39 AM | 1:46 AM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Aniero, Mark Anthony | 12/17/2025 | 12:33 AM | 12:51 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze during a call, causing the call to disconnect. After that, I received four additional calls, and then my PDA displayed an error. |
| Villanueva, Harold | 12/17/2025 | 12:30 AM | 12:49 AM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Tm unable to log in due to latency on citrix (NA AZURE). Assisted the tm to cloud reset and try other citrix (LVS). |
| Sarmiento, Xian Yan | 12/17/2025 | 12:39 AM | 1:02 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | System downtime was reported and validated with WF Mollie |
| Bueno, Patricia Nicole | 12/17/2025 | 1:21 AM | 1:26 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call and TM reported the issue right away |
| Olisco, Francis John | 12/17/2025 | 1:21 AM | 1:29 AM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Disconnected while on call | All tools disconnected |
| Deslate, Krezzel | 12/17/2025 | 1:29 AM | 1:32 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze while on call |
| Ojano, Marnie | 12/17/2025 | 1:29 AM | 1:30 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | N/A |
| Diaz, Jessirie | 12/17/2025 | 1:09 AM | 1:13 AM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | No audio, VPN disconnected and then connected |
| Ombega, Joey | 12/17/2025 | 12:26 AM | 12:40 AM | Citrix Latency - Change Citrix Server | assisted by WF JP |
| Balberona, Ryah Mae | 12/17/2025 | 10:04 PM | 10:42 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | Assisted the teammate in doing the task manager |
| Alkonga, Abigail | 12/17/2025 | 10:37 PM | 10:55 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted the teammate |
| Tolentino, Realyn | 12/17/2025 | 1:12 AM | 1:15 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | See issue |
| Lingco, Rollene | 12/17/2025 | 1:19 AM | 1:28 AM | Citrix Froze - CONTACTS DISCONNECTED | citrix froze and denali error while on call |
| Baldisimo, Krishna Joy | 12/17/2025 | 10:31 PM | 10:44 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze - please note that citrix froze usually took 5 minutes or more and will kick the teammate out |
| Cortes, Jessa | 12/17/2025 | 12:39 AM | 12:45 AM | Avaya Issue - Freeze | System downtime validated |
| Barrera, Kate Angeline | 12/17/2025 | 9:50 PM | 9:58 PM | Citrix Froze - CONTACTS DISCONNECTED | Teammate do not have call when the issue happened but got kicked after the citrix froze |
| Tanong, Kelly | 12/02/2025 | 1:11 AM | 1:13 AM | Citrix Disconnected/PDA/Denali Error - after Break | N/A |
| Dapilaga, Thea Faith | 12/17/2025 | 9:59 PM | 10:03 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Teammate encounter PDA error during Async Messaging |
| Caingcoy, Rolly | 12/17/2025 | 11:30 PM | 11:59 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Validated and assisted by Workforce Mollie |
| Upod, Nina Marie | 12/17/2025 | 9:42 PM | 9:44 PM | No Audio - PDA/ other tools still functional | PDA error - validated |
| Bantigue, Jonna Mae | 12/17/2025 | 12:26 AM | 12:40 AM | Citrix Latency - Change Citrix Server | WF Mae Ann also assisted the TM |
| Caldea, Anne Emirald | 12/17/2025 | 9:17 PM | 9:26 PM | Citrix Froze - CONTACTS DISCONNECTED | Validated - Assisted the TM during system down |
| Aguilar, Leanne Kaye | 12/17/2025 | 12:29 AM | 12:32 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | System down time was validate, teammate immediately reported system issue upon return from lunch |
| Bautista, Demmeth | 12/17/2025 | 8:58 PM | 9:14 PM | Citrix Disconnected/PDA/Denali Error - after Break | Assisted the customer during system down |
| Borlado, Lady Mae | 12/17/2025 | 11:51 PM | 12:33 AM | Citrix Disconnected/PDA/Denali Error - after Lunch | System down was validated and assisted by WF Mollie. |
| De Jose, Jan Cedrex | 12/17/2025 | 8:04 PM | 8:09 PM | Avaya Issue - Freeze | Assisted by Coach Allie |
| De Jose, Jan Cedrex | 12/17/2025 | 4:03 PM | 4:10 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by coach Allie |
| Llorente, Mel Rose | 12/17/2025 | 12:39 PM | 12:47 PM | Citrix Froze - CONTACTS DISCONNECTED | Issue was assisted by Coach Marlo. |
| Brillantes, Angel Mae | 12/17/2025 | 12:01 AM | 12:20 AM | Citrix Latency - Change Citrix Server | Tm's citrix froze and unable to click anything while on a call. We have to restart citrix multiple times since it's only showing black screen. |
| Ricardo, Danicah | 12/17/2025 | 11:36 PM | 11:46 PM | Citrix Latency - Change Citrix Server | Assisted by WF Allen, System down is due to citrix latency, and the teammate had to restart the citrix. |
| Jore, Paul Vincent | 12/17/2025 | 12:29 AM | 12:32 AM | Citrix Froze - CONTACTS DISCONNECTED | Call resolved. |
| Tuyay, Shantal | 12/17/2025 | 12:29 AM | 12:31 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix froze, but the call is still connected afterwards 12: 29AM |
| Degoma, Rachel | 12/17/2025 | 12:37 AM | 12:41 AM | Avaya Issue - Freeze | Required Documentation: Shift Date: 12/17/25 Start Time End Time: 12:37 AM - 12:41 AM GSD Ticket Number : NA Issue Type: Citrix Froze | Contacts Not Disconnected Account Number: 5346244268086000676 POD Number: 30 POD Letter: A VPS USED: PHX |
| Antioquia, Leah Mae | 12/17/2025 | 12:27 AM | 12:35 AM | Avaya Issue - Freeze | Shift Date: 12/17/25 Start Time End Time: 12:27 PM - 12:35 PM GSD Ticket Number : N/A Issue Type: Citrix froze and afterwards I was kicked out from citrix. The VPN was also disconnected. Account Number: 6054149139797200018 POD Number: 29 POD Letter: D VPS USED: PHX REASON: I was kicked out from citrix and have to repull up tools again. Contact was also not disconnected outside citrix. |
| Delfin, Wenjiel | 12/17/2025 | 11:47 PM | 11:50 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Deocampo, Dennis | 12/17/2025 | 11:22 PM | 11:47 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Lopez, Jean | 12/17/2025 | 7:25 PM | 7:33 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by Coach Allie |
| Quirino, Rio Mae | 12/17/2025 | 11:51 PM | 11:59 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/17/25 Start Time: 11:51 End Time: 11:59 GSD Ticket Number : N/A Issue Type: Kick out of Citrix Account Number: N/A POD Number: 29 POD Letter: B VPS USED: PHX REASON: citrix disconnected while on break and need to pull up all the tools again. |
| Legaspi, Amiel Dave | 12/16/2025 | 6:26 PM | 6:41 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by Coach Allie |
| Delfin, Precious Eleanor | 12/17/2025 | 11:51 PM | 12:10 PM | Citrix Froze - CONTACTS DISCONNECTED | sysdown//vpn/citrix disconnected/need to sign in to citrix and restart and pull up tools |
| Amoguez, Apple Jane | 12/17/2025 | 11:35 PM | 11:47 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Borres, Jonna Jean | 12/17/2025 | 11:50 PM | 12:05 PM | Citrix Froze - CONTACTS DISCONNECTED | Issue Type: citrix disconnected/Denali error pending break- call DC |
| Luz, Dominic | 12/17/2025 | 11:58 PM | 12:00 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Disconnected - Contact Disconnected / No Audio. |
| Zulieta, Vanessa | 12/17/2025 | 7:33 PM | 7:40 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by Coach Allie |
| Dicon, Reymelyn Grace | 12/17/2025 | 11:10 PM | 11:20 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Dumigpi, Althea | 12/17/2025 | 11:42 PM | 11:52 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | System downtime validated and also reported to WF Mollie |
| Cuare, Rey John | 12/17/2025 | 7:25 PM | 7:32 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by Coach Allie |
| Quicoy, Febelyn | 12/17/2025 | 7:23 PM | 7:34 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by coach Allie |
| Teguihanon, Mheljhone | 12/17/2025 | 11:55 PM | 12:05 AM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | EID: 428208 NTID: mteguihanon Time: 11:55PM - 12:05PM Reason: Citrix Freeze while on call then suddenly i was kickout from the citrix while assisting the customer | need to repull up my tools | Ticket #: AN: 5544534478118805068 POD # / Letter: 35F VPN Used: PHX |
| Hierro, Alnie Glaze | 12/17/2025 | 11:30 PM | 11:33 PM | Citrix Latency - Change Citrix Server | Assisted by WF Allem, restarted citrix since unable to pull up Denali. |
| Espinosa Jr, Mervin | 12/17/2025 | 11:50 PM | 11:50 PM | Citrix Froze - CONTACTS DISCONNECTED | Teammate experience CITRIX freeze during dispute filing, and is not hearing the Customer anymore. Teammate provided ghost spiel and restart again. |
| Diama, Joana Marie | 12/17/2025 | 11:30 PM | 11:35 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | EID: 432154 NTID: jodiama Time: 11:30 PM - 11:35 PM Reason: citrix disconnected while on call | had to restart all tools including citrix Ticket #: N/A AN: 1940280364381036947 POD # / Letter: 31 - G VPN Used: ASH |
| Benid, Rose Anne | 12/17/2025 | 11:43 PM | 11:45 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | PDA/Denali Issues - PDA turns white unable to navigate. |
| Salvador, KC | 12/17/2025 | 7:32 PM | 7:37 PM | Citrix Froze - CONTACTS DISCONNECTED | Assisted by Coach Allie |
| Carlos, Anna Mae | 12/17/2025 | 11:55 PM | 12:04 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | N/A |
| Antioquia, Leah Mae | 12/17/2025 | 11:27 PM | 11:43 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date: 12/17/25 Start Time End Time: 11:27 PM - 11:43 PM GSD Ticket Number : N/A Issue Type: NEED TO RESTART PDA, VPN WAS DICSONNECTED AND I WAS KICKED OUT FROM CITRIX AND NEED TO REPULL UP EVERYTHING Account Number: 1532148905856715839 POD Number: 29 POD Letter: D VPS USED: PHX REASON: I WAS KICKED OUT FROM CITRIX AND I NEED TO REPULL UP ALL THE TOOLS, AVAYA TOOK TOO LONG TO PULL UP // PDA WAS ALSO HAVING SEVERE LATENCY AND NEEDED TO RESTART THE PC |
| Oquendo, Jemart | 12/17/2025 | 11:57 PM | 12:02 PM | Citrix Froze - CONTACTS DISCONNECTED | N/A |
| Duatin, Marbee Darryl | 12/17/2025 | 9:02 PM | 9:19 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | EID 300743 NTID mduatin TIME: 9:02 pm- 9:19 pm REASON: KICK OUT OF CITRIX. FROZEN AVAYA, NEED TO RESTART AVAYA AND CITRIX. RE PULL UP TOOLS TICKET: AN:1794753831032549484 POD 36 LETTER B VPN PHX |
| Dalmino, Josie | 12/17/2025 | 11:45 PM | 11:55 PM | Citrix Disconnected/PDA/Denali Error - after Break | N/A |
| Diocena, Karl Vincent | 12/17/2025 | 9:55 PM | 10:05 PM | Citrix Disconnected/PDA/Denali Error - after Break | EID: 430157 NTID: kdiocena Time: 9:55 PM - 10:05 PM Reason: citrix disconnected while on break | had to restart all tools including citrix | avaya took longer to pull up | has to set up tools again Ticket #: Needs to be requested | asked JP | was informed that the coaches will be the one that needs to request for the ticket AN: N/A POD # / Letter: 36-A VPN Used: PHX |
| Ibanez, Daniell | 12/17/2025 | 11:46 PM | 11:54 PM | Citrix Disconnected/PDA/Denali Error - after Break | N/A |
| Ponsaran, Ariel John | 12/17/2025 | 8:54 PM | 8:58 PM | Citrix Froze - CONTACTS DISCONNECTED | EID: 429855 NTID: aponsaran Time: 08:54 PM - 08:58 PM Reason: citrix froze call disconnected Ticket #: AN: 1348236632092800798 POD # / Letter: 31-D VPN Used: PHX |
| Nobleza, Ronelyn | 12/17/2025 | 11:45 PM | 11:51 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | N/A |
| Cahilig, Raven Roe | 12/17/2025 | 8:39 PM | 8:51 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | EID: 429847 NTID: racahilig Time: 8:39 - 8:51 PM Reason: citrix froze while on call and got disconnected eventually | continued the call on avaya while repulling up tools Ticket #: AN: 1466714910862475305 POD # / Letter: 36 - D VPN Used: PHX |
| Gonzales, Jovelyn | 12/17/2025 | 7:33 PM | 7:33 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted by Coach Allie |
| Esico, Mike Alen | 12/17/2025 | 11:37 PM | 11:46 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | N/A |
| Horario, John Rey | 12/17/2025 | 7:14 PM | 7:17 PM | Citrix Disconnected/PDA/Denali Error - after Break | Assisted by me |
| Buaron, Jera | 12/17/2025 | 6:58 PM | 7:02 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Assisted by me |
| Antioquia, Leah Mae | 12/17/2025 | 11:27 PM | 11:43 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | N/A |
| Legaspi, Amiel Dave | 12/17/2025 | 4:05 PM | 4:06 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Validated by me |
| Sarmiento, Xian Yan | 12/17/2025 | 8:37 PM | 8:57 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | System downtime was validated and reported to WF Mollie |
| Bacuta, Rodelyn | 12/17/2025 | 11:14 PM | 11:24 PM | Avaya Issue - Freeze | System downtime validated |
| Ebacuado, Khaleen Kaye | 12/17/2025 | 10:32 PM | 10:40 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | N/A |
| Pamunag, Jazzen Roi | 12/17/2025 | 9:53 PM | 10:22 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | System downtime validated |
| Detanoy, Anne Nicole | 12/17/2025 | 11:20 PM | 11:28 PM | Citrix Froze - CONTACTS DISCONNECTED | Shift Date:12/17/2015 Start Time End Time:11:20PM-11:28PM GSD Ticket Number :none Issue Type :Citrix froze / kicked out to citrix. Account Number:1362011956034279218 POD Number:29 POD Letter:E VPN USED: PHX REASON: Need to restart VPN as I was kicked out to citrix. |
| Sobredo, Mark Bryan | 12/17/2025 | 10:48 PM | 10:53 PM | Citrix Disconnected/PDA/Denali Error - after Break | Invalid SYSDOWN | The issue can be resolved in less than 5 minutes |
| Ambay, Anne Nicole | 12/17/2025 | 10:03 PM | 10:06 PM | Avaya Issue - Freeze | The teammate just went on ready on time, but no calls are coming in yet. |
| Bacuta, Rodelyn | 12/17/2025 | 7:13 PM | 7:19 PM | Citrix Disconnected/PDA/Denali Error - after Break | System Downtime validated |
| Espinosa Jr, Mervin | 12/17/2025 | 10:00 PM | 10:04 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | Teammate is waiting for PDA Denali to pull up around 09:53 PM, but is took too long. Asked assistance form WF Mollie and have Teammate to restart everything. |
| Bula, Esther | 12/17/2025 | 10:45 PM | 10:48 PM | No Audio - PDA/ other tools still functional | Resolved - Unable to hear the mentor clearly (audio cutting in and out). Need to use a different Citrix. |
| Lingco, Rollene | 12/17/2025 | 10:47 PM | 10:59 PM | Citrix Latency - Change Citrix Server | Change Citrix due to latency |
| Ambay, Anne Nicole | 12/17/2025 | 10:03 PM | 10:06 PM | Avaya Issue - Freeze | The teammate just went on ready on time, but no calls are coming in yet. |
| Serrano, Angel Faith | 12/17/2025 | 10:06 PM | 10:34 PM | Citrix Froze - CONTACTS DISCONNECTED | Teammate experience CITRIX freeze the call in AVAYA is on going but no response coming from the Customer (TM provided ghost spiel). Ask assistance from WF Yan waited for CITRIX error to pop up and advised Teammate to restart everything but Teammate received a call and endorsed it for callback. Teammate waited for the AVAYA to pull up since it took too long. |
| Diamonon, Fons Fernando | 12/17/2025 | 8:34 PM | 8:38 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Valid Sysdown | Less than 5 minutes EID: 431070 NTID: fdiamonon Time: 8:34 PM - 8:38 PM Reason: Citrix froze while on chat Ticket #: AN: 2140535569048079316 POD # / Letter: 31 / F VPN Used: PHX |
| Teguihanon, Mheljhone | 12/17/2025 | 7:48 PM | 7:50 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Valid Sysdown | Less than 5 minutes EID: 428208 NTID: mteguihanon Time: 7:48PM - 7:50PM Reason: Citrix Froze | No audio Ticket #: AN: 2020002325179573767 POD # / Letter: 35F VPN Used: PHX |
| Baldonado, Regene | 12/17/2025 | 10:30 PM | 10:51 PM | Avaya Issue - Freeze | citrix froze and tm got kicked out from citrix. tm have to resetup and avaya took long to be pulled up. after tm set up the avaya pda took time to load. asked assistance form wf Allen as well |
| Graciadas, John Wilbert | 12/17/2025 | 10:00 PM | 10:10 PM | PDA/ Denali Issue - PDA turned white/blank unable to navigate/use PDA | TM is getting ready around 09:57 but the PDA Denali is not pulling up. Ask assistance to WF Mollie and was advised to restart everything. |
| Cailin, Sharmaine Joy | 12/17/2025 | 10:00 PM | 10:05 PM | Avaya Issue - Freeze | tm was inside the prod floor 15 minutes prior on her shift. she tried multiple time to pull up her avaya but it took so long. after she pulled it up her avaya took time to load causing for tm unable to go on ready on time. |
| Aguilar, Reyla Jean | 12/17/2025 | 7:15 PM | 7:18 PM | Citrix/PDA Disconnected/Froze- CONTACTS NOT DISCONNECTED | Citrix Froze || PDA error L Messaging contacts not disconnected | Pending logout to stamp on ready after replying to chats |
| Villaruz, Mae Ann | 12/17/2025 | 8:44 PM | 9:04 PM | Citrix Froze - CONTACTS DISCONNECTED | citrix freeze and disconnected while on active call. No audio after system issue occurred. Need to restart PC as for WF advise since I cannot open citrix. Need to repull up Avaya and VPN. |
| Villaruz, Mae Ann | 12/17/2025 | 8:44 PM | 9:04 PM | Citrix Froze - CONTACTS DISCONNECTED | citrix freeze and disconnected while on active call. No audio after system issue occurred. Need to restart PC as for WF advise since I cannot open citrix. Need to repull up Avaya and VPN. |
| Alovera, Kate Syndalle | 12/17/2025 | 6:17 PM | 6:20 PM | Citrix Disconnected/PDA/Denali Error - after Lunch | Pda error while on lunch |
| Gregorio, Jester | 12/17/2025 | 8:34 PM | 9:00 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call, kickout from citrix, no audio, restart and set up again |
| Espineda, Janine Nicole | 12/17/2025 | 8:21 PM | 8:45 PM | VPN Disconnected (Server unreachable) - Automatically disconnects call, chat, Avaya & Audio. | citrix froze / kicked out of citrix while on call / hard reset / |
| Benitez, Dan Bryan | 12/17/2025 | 6:48 PM | 6:56 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix Froze while on call |
| Baldisimo, Krishna Joy | 12/17/2025 | 5:51 PM | 6:01 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze while on call, kickout from citrix, no audio, restart and set up again |
| Degoma, Renz | 12/17/2025 | 7:47 PM | 7:52 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze |
| Ang, Princess | 12/17/2025 | 7:56 PM | 8:07 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze PDA error while on ready | chat not disconnected | need to reply on chat before can stamp ready on PDA |
| Durana, Alysa Charamae | 12/17/2025 | 7:43 PM | 7:57 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and disconnected | re pull up Avaya |
| Upod, Nina Marie | 12/17/2025 | 7:44 PM | 7:55 PM | Citrix Froze - CONTACTS DISCONNECTED | Froze for a long time call not disconnected, Issue resolved |
| Durana, Alysa Charamae | 12/17/2025 | 6:36 PM | 6:50 PM | Citrix Froze - CONTACTS DISCONNECTED | Citrix froze and disconnected | re pull up Avaya |
| Espineda, Janine Nicole | 12/17/2025 | 4:22 PM | 4:32 PM | Avaya Issue - Freeze | Teammate encounter a system issue with Avaya - Freeze - need to disconnect avaya/Disconnect VPN and relogin |