Subject: RE: Tickets pendency (LSM KSA call center)
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>
To: Apoorv Joshi <[email-masked]>
Cc: Ankur Kwatra <[email-masked]>, saurabh <[email-masked]>, deeksha <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Malik Ismail <[email-masked]>, Mohd Imran <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Tue, 26 Apr 2022 09:57:41 +0000

Hi All

Kindly response to below highlighted 1874 “new tickets without first response yet”.

Count of Open NEW Ticket
Aging "Days"
0
1 -6
>7
Grand Total
LSM KSA Back-office
1
5
5
11
LSM KSA Call Center
2
32
9
43
LSM KSA Tag New Tickets
535
1837
2372
Grand Total
538
1874
14
2426

Aging "Days"
0 -6
7 -13
14 29
>30
Grand Total
LSM KSA Back-office
8
56
98
107
269
LSM KSA Call Center
1015
716
479
123
2333
LSM KSA Tag New Tickets
15
15
Grand Total
1038
772
577
230
2617

Thanks
From: Apoorv Joshi <[email-masked]>
Sent: Sunday, April 24, 2022 5:02 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>
Cc: Ankur Kwatra <[email-masked]>; saurabh <[email-masked]>; deeksha <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Malik Ismail <[email-masked]>; Mohd Imran <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>
Subject: Re: Tickets pendency (LSM KSA call center)

External email sender, please take precaution.
Hi Mahmoud,

Thank you for sharing the ticket bifurcation.

We have assigned some agents on the tagging cases as well as the call centre cases. We have already worked on 621 cases today and we will try to get this to 800+ by EOD today. We are trying our best to get this queue finished asap.

We will also let you know where we need your assistance to help us in this.

Thank you for your help!

Regards,
Apoorv

________________________________
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>
To: "Ankur Kwatra" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Cc: "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, April 24, 2022 5:50:06 PM
Subject: RE: Tickets pendency (LSM KSA call center)

Hi All,

Please find backlog status for KSA tickets, we notice spike in new open tickets aging over the weekend.

Count of Open Ticket
Aging "Days"
>30
0 -6
14 29
7 -13
Grand Total
LSM KSA Back-office
160
9
150
74
393
LSM KSA Call Center
125
1131
466
510
2232
LSM KSA Tag New Tickets
9
9
Grand Total
285
1149
616
584
2634

Count of Open NEW Ticket
Aging "Days"
0
1 -6
>7
Grand Total
LSM KSA Back-office
1
2
7
10
LSM KSA Call Center
4
52
5
61
LSM KSA Tag New Tickets
601
1241
1842
Grand Total
606
1295
12
1913

From: Ankur Kwatra <[email-masked]<mailto:[email-masked]>>
Sent: Friday, April 22, 2022 11:57 AM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Cc: saurabh <[email-masked]<mailto:[email-masked]>>; deeksha <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Subject: Re: Tickets pendency (LSM KSA call center)

External email sender, please take precaution.
Dear Mahmoud,

Greetings for the Day!

We have assigned few agents to work on the Automation Tagging cases and are hoping to close another 550-600 by EOD.

Also, we have few agents in the KSA Team working dedicatedly on the ageing cases and on the back office queue.

Regards
Ankur K

________________________________
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>
To: "Ankur Kwatra" <[email-masked]<mailto:[email-masked]>>
Cc: "saurabh" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>, "mustehsan siddiqui" <[email-masked]<mailto:[email-masked]>>, "Malik Ismail" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Sent: Friday, April 22, 2022 11:49:37 AM
Subject: RE: Tickets pendency (LSM KSA call center)

Hi Ankur,

Please find below is the status for backlog, thanks for clearing new tickets in “LSM KSA Tag New Tickets”.

Count of Open Ticket
Aging "Days"
0 -6
7 -13
14 -29
>30
Grand Total
LSM KSA Back-office
61
271
470
294
1096
LSM KSA Call Center
1060
640
478
170
2348
LSM KSA Tag New Tickets
1593
2
1595
Grand Total
2714
913
948
464
5039

Count of Open NEW Ticket
Aging "Days"
0 days
Grand Total
LSM KSA Call Center
30
30
LSM KSA Tag New Tickets
262
262
Grand Total
292
292

From: Ankur Kwatra <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, April 21, 2022 2:18 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Cc: saurabh <[email-masked]<mailto:[email-masked]>>; deeksha <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Subject: Re: Tickets pendency (LSM KSA call center)

External email sender, please take precaution.
Dear Mahmoud,

Greetings for the day!

We have cross checked the automation and it has already been fixed.

The responses are now working on the Automation Bot. The tickets mentioned have been taken care off already.

Regards
Ankur Kwatra

________________________________
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>
To: "saurabh" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>, "ankur kwatra" <[email-masked]<mailto:[email-masked]>>
Cc: "mustehsan siddiqui" <[email-masked]<mailto:[email-masked]>>, "Malik Ismail" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, April 21, 2022 3:15:39 PM
Subject: RE: Tickets pendency (LSM KSA call center)

Hi All,

For some Scenario LSM Automation Bot not sending responses however agents are closing the cases for update it as pending,
Below for your reference.

4189403
4180655
4183853
4184543
4185301
4185596

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, April 21, 2022 1:15 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: Re: Tickets pendency (LSM KSA call center)

External email sender, please take precaution.
Ankur and Apoorv

This Tagging cases we have to be finishing these within 8 hours
Regards,

Saurabh Dadu
LiveSalesman

On 21-Apr-2022, at 11:12 AM, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>> wrote:

Hi All,

Please find below is summary for pending unresolved tickets for KSA split by status wise “new, no first response yet” day aging.

Please prioritize responding to new tickets on “LSM KSA Tag New Tickets’1531”.

Count of Open Ticket
Aging "Days"
0
>30
1 -6
14 -29
7 -13
Grand Total
LSM KSA Back-office

247
58
286
187
778
LSM KSA Call Center
9
179
1002
498
610
2298
LSM KSA Tag New Tickets
1

8

9
Grand Total
10
426
1068
784
797
3085

Count of New Ticket
“No first response yet”
Aging "Days"
0
>7
1 -6
Grand Total
LSM KSA Back-office
391
8
399
LSM KSA Call Center
4
46
123
173
LSM KSA Tag New Tickets
410
1
1400
1811
Grand Total
414
438
1531
2383

Mahmoud

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<http://www.landmarkgroup.com>
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<http://www.landmarkgroup.com>
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<http://www.landmarkgroup.com>
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<http://www.landmarkgroup.com>
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