Subject: RE: Average first response time SLA
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>
To: Apoorv Joshi <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, saurabh <[email-masked]>, Malik Ismail <[email-masked]>, Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Sat, 20 Nov 2021 10:02:23 +0000

Hi Apoorv<mailto:[email-masked]> Shakeeb<mailto:[email-masked]>

Below overall performance for KSA team on 19th November, all below target set for daily closure and responses, please let us know if there’s challenges for support needed.

Agent
Tickets assigned
Tickets resolved
Private notes
Responses
Saud Almutlaq
0
0
0
0
Fatima Anazi
8
6

5
Hessah Alosaimi
12
13
8
20
Shehanah Khalid
18
13
3
20
Rashid Rashoud
38
14

16
Maha Alotaibi
5
22

21
Naif Alabid
20
24
9
25
Alia Alshammari
27
28
3
28
Modhi Alanzi
74
36
20
59
Raghad Alotaibi
43
40
13
46
Sarah Awad
44
43
2
41
Khdejah Alharby
57
45
2
46
Saud Alhaiti
47
47
16
59

From: Apoorv Joshi <[email-masked]>
Sent: Thursday, November 18, 2021 2:34 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>
Cc: Shakeeb Arsalan <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; saurabh <[email-masked]>; Malik Ismail <[email-masked]>; Mohd Imran <[email-masked]>; Jessie Caparas <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>
Subject: Re: Average first response time SLA

External email sender, please take precaution.
Hi Mahmoud,

In Livesalesman queue we no longer have any first response due cases left and the agents have already been assigned on the fresh cases. We will try to get it controlled asap as per the given SLA below.

In KSA Queue - We have assigned agents to get this controlled asap. I have also informed the concerned Supervisors to ensure that cases are being assigned accordingly and agents are being advised accordingly to get them under controlled.

Thank you for sharing this with us.

Regards,
Apoorv

________________________________
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>
To: "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Cc: "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>, "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, November 18, 2021 3:30:57 PM
Subject: RE: Average first response time SLA

Hi Apoorv,

Below widgets added for First response due in next 4H, please prioritize clearing these numbers to ensure achieving SAL for first response.

Thanks

From: Mahmoud Emadeldin Mahmoud Elsayed
Sent: Thursday, November 18, 2021 10:45 AM
To: Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: RE: Average first response time SLA

Hi Shakeeb,

Below KSA new batch performance for 17th November!!, avrg resolving 23 per agent, that very low

Agent
Tickets assigned
Tickets resolved
Private notes
Responses
Alia Alshammari

Amira Alanaz
14
6

8
Eid Alqahtani
28
33
3
30
Khalid Almuhaysin

4

1
Khdejah Alharby
44
24

30
Nabilah Alqahtanni
11
11
1
15
Naif Alabid
33
24
12
41
Raghad Alotaibi
39
41
1
47
Reenad Alosaimi
26
29
4
47
Samia Alshehri
21
13

11
Saud Alhaiti
48
66
14
70
Shehanah Khalid
11
9

11

From: Mahmoud Emadeldin Mahmoud Elsayed
Sent: Wednesday, November 17, 2021 10:11 AM
To: Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: RE: Average first response time SLA

Hi shakeeb

Below is Average first response time SLA for last two days, and current open violation ticket count.

Please ensure that  SLA% achieved daily.

From: Mahmoud Emadeldin Mahmoud Elsayed

Sent: Tuesday, November 16, 2021 3:43 PM

To: Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>

Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>

Subject: Average first response time SLA

Importance: High

Hi Shakeeb,

As discussed, Average first response time overdue absolute numbers widgets added to LSM and KSA Email dashboards.

Average first response: 12 calendar hours.

Benchmark: above 90%

Average created tickets:  1200 currently, next week ≈ 1500

Please confirm and ensure that overdue, Average first response violations percentage is less than 10% from total received.

Thanks

Mahmoud

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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com