Subject: Re: KSA Groups Performance
From: Ankur Kwatra <[email-masked]>
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>
Cc: saurabh <[email-masked]>, deeksha <[email-masked]>, Apoorv Joshi <[email-masked]>, Munish Bhandari <[email-masked]>, Mohd Imran <[email-masked]>, Malik Ismail <[email-masked]>
Date: Mon, 23 May 2022 07:30:39 -0700 (MST)

Dear Mahmoud, 

Greetings! 

Thankyou for highlighting the improvement. We are trying our best to increase it even further. 

I am certain of the fact that you will see more improvement in the coming few days. 

Regards 
Ankur Kwatra 

From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]> 
To: "saurabh" <[email-masked]>, "deeksha" <[email-masked]>, "ankur kwatra" <[email-masked]>, "Apoorv Joshi" <[email-masked]> 
Cc: "Munish Bhandari" <[email-masked]>, "Mohd Imran" <[email-masked]>, "Malik Ismail" <[email-masked]> 
Sent: Monday, May 23, 2022 7:41:16 PM 
Subject: RE: KSA Groups Performance 

Hi All, 

Please find the below group performance, source: Email & portal, project: KSA, for MAY. 

Thanks for the effort we can see slight improvement in SLA% however it didn’t meet our target SLA yet, and FCR decreased to 80%. 

	

Group 	

Assigned 	

Resolved 	

Reopened 	

First response SLA % 	

Resolution SLA % 	

FCR % 	

Responses 	

Avg 1st response 	

Avg response 	

Avg Resolution 

LSM KSA Back-office 	

294 	

1537 	

82 	

25 	

21 	

76 	

2550 	

251:19:23 	

228:05:20 	

366:39:48 

LSM KSA Call Center 	

7639 	

10910 	

2039 	

47 	

69 	

71 	

17701 	

19:25:03 	

35:15:02 	

119:14:47 

LSM KSA Tag New Tickets 	

31 	

44 	

5 	

70 	

70 	

93 	

114 	

9:16:49 	

11:20:29 	

70:40:36 

7,964 	

12,491 	

2,126 	

47.3 	

53.3 	

80 		

93:20:25 	

91:33:37 	

185:31:44 

From: Mahmoud Emadeldin Mahmoud Elsayed 
Sent: Wednesday, May 18, 2022 1:46 PM 
To: saurabh <[email-masked]>; Deeksha Dadu <[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 
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