Subject: Re: Tickets pendency (LSM KSA call center)
From: Saurabh Dadu <[email-masked]>
To: Ankur Kwatra <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, Deeksha Dadu <[email-masked]>, mustehsan.siddiqui <[email-masked]>, Malik Ismail <[email-masked]>, Mohd Imran <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Tue, 26 Apr 2022 10:25:51 +0000

Dear Mahmoud,

Just to add, we were up till now receiving about 600 odd non-chat tickets/day (new tickets) in KSA. Since last few days this is growing, and we are receiving over 1100 non-chat cases per day.

We are mobilising resources by adding extra people + over time to ensure we can take care of the higher inflow.

Regards,

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Ankur Kwatra <[email-masked]>
Sent: 26 April 2022 3:50 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>; Saurabh Dadu <[email-masked]>; Deeksha Dadu <[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)

Dear Mahmoud,

Greetings for the day!

I would like to bring to your kind attention that we have assigned 8-10 executives to work on this queue.

The executives are working on the queue diligently and have managed to close more than 500 already and shall close another 500 by the EOD.

The queue appears to be swollen up as the inflow of the cases are more than expected, however we are planning to bring it under control as soon as we possibly can.

Regards
Ankur K

________________________________
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]>
Sent: Tuesday, April 26, 2022 3:27:41 PM
Subject: RE: Tickets pendency (LSM KSA call center)

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