Subject: KSA Groups Performance
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>
To: saurabh <[email-masked]>, Deeksha Dadu <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: Munish Bhandari <[email-masked]>, Mohd Imran <[email-masked]>, Malik Ismail <[email-masked]>
Date: Wed, 18 May 2022 09:45:33 +0000

Hi All,

Please find below is KSA tickets "email and portal" performance for month of May.

We implement first respond "LSM automation" none of SLA achieved, kindly ensure closing MAY and all service levels are achieved.

Please don't close tickets on "LSM KSA tag new group".

Group
Tickets assigned
Tickets resolved
Tickets reopened
First response SLA %
Resolution SLA %
FCR %
Responses
Avg 1st response
Avg response
Avg resolution
LSM KSA Back-office
305
1527
77
25
20
76
2502
251:19:23
233:58:48
370:58:04
LSM KSA Call Center
5919
9139
1681
40
66
71
14306
22:06:53
40:14:02
126:09:15
LSM KSA Tag New Tickets
26
36
4
61
64
97
78
12:05:14
15:00:20
85:22:53

6,250
10,702
1,762
42%
50%
81%
95H:10M:30
96H:24M:23
194H:10M:04

Mahmoud
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