Originally Posted by
Cheetah_SA
I think aidanc is suggesting that the system should do the reversing. Likewise it should compensate for the agent error by following the correct logic and not alllowing multiple holds for a single transaction.
My understanding of many call centers is that the process is heavily scripted and things like ticket booking are done through a pretty inflexible workflow system.
In the case of an airline ticketing (workflow) system, like the one I expect is being used in Pune, it should be able to recognise that the next step should not proceed until the previous one is completed.