Consultant Desktop

User Access Levels: Traveller | Travel Arranger (TA) | Travel Manager (TM) | Travel Account Manager (TAM)

Agency users via the Consultant Desktop can utilise the various options in Request for the management of Requests received from their assigned company(ies).

Requests Queue

Access

Select the Requests Queue sub-menu option.

New Requests that have not been claimed will be bolded in black.
An unclaimed Request once the SLA (Service Level Agreement) has been exceeded, will be highlighted in red.
- Additionally, a notification (hover tooltip) will provide details of the hours/minutes since the date/time of creation.

Requests standard SLAs time exceeded (>) since the date/time of creation are:
🕐 Domestic > 1 hour from creation
🕛 International > 12 hours from creation

Requests Queue - Icons Legend

Icon	Description
	Allows the quote(s) that have been created by a TAM and appended to the Request to be viewed.
	Allows a TAM to claim a request from the Requests Queue. Travel Account Manager (TAM) Once claimed, the TAM’s initials will be assigned to the Request which is designed to avoid other TAMs from working the same Request. Additionally, it will no longer be accessed under the aforementioned SLAs.
	View the original Request submitted by the travel booking (e.g. traveller, travel arranger).
	Allows a TAM to create a quote for the Request; more than one (1) is possible. Travel Account Manager (TAM)
	Allows the currently assigned TAM of the Request to reassign it to a different TAM. Travel Account Manager (TAM)
	Allows the Request to be deleted. Travel Account Manager (TAM) ⚠ Once a Request has been deleted it is unable to restored or recovered.

Claim Request

It is recommended a TAM claims a Request prior to commencing work on preparing quote(s) and related tasks such as checking availability. This is to avoid an unclaimed Request being handled by two (2) TAMs as well as to ensure SLAs are adhered to.

A Request that has been claimed will still appear in the Requests Queue list, though it will be listed at the bottom and appended with the initials (abbreviation) of the currently assigned TAM.

To claim a Request, select the Claim Request icon associated with the Request line.

A confirmation dialogue box will be shown, selecting
- Claim Request will accept the claim, else
- Close will let the Request remain unclaimed and return the TAM to the Requests Queue list.

Confirmation of a successful Claim Request will be shown.
- Selecting Close will return the TAM to the Requests Queue list.

The following example shows two (2) Requests claimed by TAM with the initials LS (Lisa Smith).

View Quote

A Request with one (1) or more quotes attached can be viewed by a TAM by selecting the View Quote icon associated with the Request line.

If only one (1) quote exists, it will be shown immediately, else
a list of quotes will be shown that allows each to be selected to view in detail, as shown in the following example.

Reassign Booking

The currently assigned TAM of the Request is able to re-assign it to another TAM, if required.

Select the Reassign Booking icon inline with the Request needing to be re-assigned
Select the new TAM from the list of options provided
Select Reassign
Once completed, the Request will be transferred to the My Requests (queue) of the newly assigned TAM.

Quote Audit Log

My Requests

Access

Select My Requests.

My Requests - Icons Legend

Icon	Description
	Allows the quote(s) that have been created by a TAM and appended to the Request to be viewed.
	View the original Request submitted by the travel booking (e.g. traveller, travel arranger).
	Allows a TAM to create a quote for the Request; more than one (1) is possible. Travel Account Manager (TAM)
	Allows the currently assigned TAM of the Request to reassign it to different a TAM. Travel Account Manager (TAM)
	Allows the Request to be deleted. Travel Account Manager (TAM) ⚠ Once a Request has been deleted it is unable to restored or recovered.

Status

The following provides a high-level description of each Status that can be seen in the Request.

Status	Description
IN PROGRESS	Request received by the agency (e.g. TMC) but awaiting to be actioned by a TAM (e.g. travel consultant) i.e. add quote(s).
REQUEST AWAITING APPROVAL	Request without Quote(s) requires approval to proceed by travel approver.
QUOTE AWAITING APPROVAL	Request with Quote(s) awaiting approval by travel approver.
QUOTE AWAITING ACCEPTANCE	Request with Quote(s) awaiting acceptance by travel booker.
TRAVEL APPROVED	Request has been approved by travel approver or where no approval is required, has been completed.
TRAVEL APPROVED - PLEASE ISSUE TICKET	Request has been approved by travel approver or where no approval is required, has been completed and awaits booking to be made by travel booker (e.g. travel arranger) via the company’s OBT (Online Booking Tool).
TRAVEL DECLINED	Request is declined by travel approver.

View Request

Selecting the View Request icon will display details of the initial Request submitted by the travel booker (e.g. traveller, travel arranger).

View Quote

Selecting the View Quote icon will display details of the quote(s) that have been created and appended to the Request.

If more than one (1) quote exists, an option to select which quote to view will subsequently be shown, as seen in the following example.

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