Subject: RE: KSA Groups Performance
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>
To: Saurabh Dadu <[email-masked]>, Ankur Kwatra <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>, Apoorv Joshi <[email-masked]>, Mohd Imran <[email-masked]>, Malik Ismail <[email-masked]>
Date: Mon, 30 May 2022 08:45:10 +0000

Hi Saurabh

Please check all 15 closed tickets on chat group, not all have same below scenario,  for example 4383877.

Even if the same below scenario happened it should be in LSM email and portal queue only.

From: Saurabh Dadu <[email-masked]>
Sent: Monday, May 30, 2022 12:40 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Ankur Kwatra <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>; Apoorv Joshi <[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,

Thanks for your email.

I noticed that in your last email you had mistakenly added wrong Manish to the thread which I have now removed

The case example you shared:

  1.  The case was originally created by email
  2.  It was a KSA ticket and it was in LSM non KSA queue
  3.  It was then re-assigned to KSA queue
  4.  Before it could be actioned, customer initiated a chat
  5.  Since the conversation happened on Chat it went to Chat group
  6.  Hence first email response or further email responses SLAs may not apply.
Please let me know if my understanding of the subject is correct

Kind regards,

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Sent: 30 May 2022 1:59 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Ankur Kwatra <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Munish Bhandari <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Subject: RE: KSA Groups Performance

Hi Saurabh,

Thanks for clarification, below are customers Emails and portal tickets only, for example: 4386540

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Monday, May 30, 2022 12:26 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Ankur Kwatra <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Munish Bhandari <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Subject: Re: KSA Groups Performance

CAUTION: External email sender. Use care when clicking on links or opening attachments!

Hi Mahmoud,

Thank you for your email.

Just one little point I would like to add here:

KSA Chats All LSM Group: Here since the conversation has happened already with the client, and chats are escalated. Therefore the Avg. First Reply and Average response time should not be considered. However I see that Resolution time is high, and I am going to address now with team.

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Sent: 30 May 2022 1:50 PM
To: Ankur Kwatra <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Munish Bhandari <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Subject: RE: KSA Groups Performance

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]<mailto:[email-masked]>>
Sent: Monday, May 23, 2022 6:31 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Cc: saurabh <[email-masked]<mailto:[email-masked]>>; deeksha <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Munish Bhandari <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[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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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