Subject: Re: KSA Groups Performance
From: Saurabh Dadu <[email-masked]>
To: "Mahmoud Emadeldin Mahmoud Elsayed" <[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 09:48:08 +0000

Dear Mahmoud,

Will review this and come back to you shortly.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>
Sent: 18 May 2022 3:15 PM
To: Saurabh Dadu <[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]>
Subject: KSA Groups Performance

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

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