Below are some scenarios regarding the conflict of agents:
Unite doesn’t authorize a change in agent code while a booking is on offer or completed. And if a booking from Agent A gets canceled and a new booking for the same student gets processed within 24h by Agent B, the original agent (Agent A) will get the booking and the commissions. Unite doesn’t want to encourage bookings to get canceled and reprocessed. If a student is not happy with the room that was allocated to them, they can amend this but a room move for example doesn’t justify a change of agent.
Unite’s site teams and the virtual sales team will be processing bookings for new customers. If a student contacts them and a booking gets processed for the student via their channels first, they will not be able to process a request from the same student from an agent, even if the booking form was received first.
Any bookings processed via the webchat are not eligible for agent commissions (they can easily identify on their system when a booking was made or amended by that team)