Subject: Re: Resolution Time SLA
From: Saurabh Dadu <[email-masked]>
To: Jessie Caparas <[email-masked]>, seeta.seeta <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>, mustehsan.siddiqui <[email-masked]>, Mohd Imran <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Malik Ismail <[email-masked]>, mohammad.quamar <[email-masked]>
Date: Sun, 8 Nov 2020 04:23:34 +0000

Hi Jessie,

Thanks for your email. We already started to address this again with the team yesterday.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Jessie Caparas <[email-masked]>
Sent: 08 November 2020 9:49 AM
To: seeta.seeta <[email-masked]>; [email-masked] <[email-masked]>; [email-masked] <[email-masked]>; [email-masked] <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>; Deeksha Dadu <[email-masked]>; mustehsan.siddiqui <[email-masked]>; Mohd Imran <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Malik Ismail <[email-masked]>; mohammad.quamar <[email-masked]>
Subject: RE: Resolution Time SLA

Hi Team,

Can you please check as to why email SLA is extremely high?

Chat SLA is slightly high as well.

Date

Emails offered

Emails resolved

Email 1st Response Time

Email Resolution Time

Chats Offered

Chats Resolved

Chats1st response SLA

Chats Resolution Time

5-Nov

800

925

14h 40m

32h 25m

461

397

45s

14m 15s

Date

Emails offered

Emails resolved

Email 1st Response Time

Email Resolution Time

Chats Offered

Chats Resolved

Chats1st response SLA

Chats Resolution Time

6-Nov

515

921

13h 7m

36h 35m

247

220

30s

9m 21s

Date

Emails offered

Emails resolved

Email 1st Response Time

Email Resolution Time

Chats Offered

Chats Resolved

Chats1st response SLA

Chats Resolution Time

7-Nov

677

831

12h 9m

56h 12m

385

313

54s

11m 26s

Thank you and Kind Regards,

Jessie Caparas

Email: [email-masked]<mailto:[email-masked]>

T: +97145172087

From: Jessie Caparas
Sent: Wednesday, October 28, 2020 9:41 AM
To: seeta.seeta <[email-masked]>; [email-masked]; [email-masked]; [email-masked]
Cc: Saurabh <[email-masked]>; deeksha <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Mohd Imran <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Malik Ismail <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>
Subject: Resolution Time SLA
Importance: High

Hi All,

Resolution time for both emails and chats have been extremely high for the past couple of days.

Date

Email 1st Response Time

Email Resolution Time

Chats1st response SLA

Chats Resolution Time

25-Oct

4h 44m

45h 59m

29s

10m 10s

Date

Email 1st Response Time

Email Resolution Time

Chats1st response SLA

Chats Resolution Time

26-Oct

5h 44m

50h 34m

2m 24s

1h 8m

Date

Email 1st Response Time

Email Resolution Time

Chats1st response SLA

Chats Resolution Time

27-Oct

11h 2m

52h 30m

1m 1s

9m 49s

Please look into this on priority and check as to why the SLA is this high.

Thank you and Kind Regards,

Jessie Caparas

Email: [email-masked]<mailto:[email-masked]>

T: +97145172087

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