Subject: RE: KSA Groups Performance
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>
To: Ankur Kwatra <[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, 30 May 2022 08:20:02 +0000

Hi Ankur,

Below is the KSA tickets performance May, we notice few customers tickets were assigned to the below highlighted groups they are impacting overall KSA support performance,

Group
assigned
resolved
reopened
First response SLA %
Resolution SLA %
FCR %
Responses
Avg 1st response
Avg response
Avg Resolution
DED & MOC Cases
39
59
14
50
47
42
6
24:27:31
21:39:27
229:40:00
KSA Chats All LSM
10
15
3
67
53
60
24
1439:49:41
371:55:05
591:51:16
LiveSalesman
17
19
14
99
74
58
94
3:41:41
13:56:13
78:44:48
LSM KSA Back-office
321
1565
84
28
22
76
2618
228:36:44
217:44:25
362:05:58
LSM KSA Call Center
9426
12705
2469
54
73
71
20988
17:19:10
31:08:54
112:32:34
LSM KSA Tag New Tickets
154
166
22
91
92
93
351
5:37:26
6:10:41
22:19:20

From: Ankur Kwatra <[email-masked]>
Sent: Monday, May 23, 2022 6:31 PM
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]>
Subject: Re: KSA Groups Performance

CAUTION: External email sender. Use care when clicking on links or opening attachments!
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]<mailto:[email-masked]>>
To: "saurabh" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>, "ankur kwatra" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Cc: "Munish Bhandari" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>, "Malik Ismail" <[email-masked]<mailto:[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]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; [email-masked]<mailto:[email-masked]>
Cc: Munish Bhandari <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[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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