Subject: RE: average chat conversation handling time
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>
To: Saurabh Dadu <[email-masked]>, Ankur Kwatra <[email-masked]>, Apoorv Joshi <[email-masked]>, Deeksha Dadu <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Mohd Imran <[email-masked]>, Malik Ismail <[email-masked]>
Date: Wed, 1 Jun 2022 13:58:15 +0000

Hi All,

Please find KSA performance for month of May

Group
Assigned
Resolved
First response SLA %
Resolution SLA %
FCR %
Responses
Avg 1st response
Avg response
Avg  resolution
KSA Chats All LSM
14
20
86
60
65
33
480:49:45
213:38:01
457:39:54
LiveSalesman
17
19
99
74
58
104
3:46:13
12:54:00
78:44:48
LSM KSA Back-office
346
1571
28
22
76
2644
228:36:44
211:43:06
360:48:37
LSM KSA Call Center
10191
13318
56
73
71
22246
16:45:23
30:10:17
111:15:05
LSM KSA Tag New Tickets
197
210
94
94
94
490
4:28:08
4:52:19
18:11:45

10765
15138
72.6
64.6
72.8
25517
146:53:15
94:39:33
205:20:02

From: Mahmoud Emadeldin Mahmoud Elsayed
Sent: Monday, May 30, 2022 2:55 PM
To: Saurabh Dadu <[email-masked]>; Ankur Kwatra <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>; Deeksha Dadu <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Mohd Imran <[email-masked]>; Malik Ismail <[email-masked]>
Subject: RE: average chat conversation handling time

Hi Saurabh,

No, it's BS website and app chat
Account: https://landmarkgroup16.freshchat.com/
Group: KSA chat team

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Monday, May 30, 2022 2:53 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Ankur Kwatra <[email-masked]<mailto:[email-masked]>>
Cc: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Subject: Re: average chat conversation handling time

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

Are these Whatsapp chats?

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 4:10 PM
To: Ankur Kwatra <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; mustehsan.siddiqui <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Subject: RE: average chat conversation handling time

Hi All,

Please find the below is open new chat for 2 hours and no one attend them yet!!

From: Ankur Kwatra <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, May 29, 2022 1:50 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Cc: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; deeksha <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Subject: Re: average chat conversation handling time

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

Dear Mahmoud,

Greetings!

Have already informed the respective supervisors to monitor it more vigorously.

Regards

Ankur K

________________________________

From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>
To: "ankur kwatra" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Cc: "deeksha" <[email-masked]<mailto:[email-masked]>>, "mustehsan siddiqui" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>, "Malik Ismail" <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, May 29, 2022 3:09:24 PM
Subject: average chat conversation handling time

Hi team,

Please ensure that agent will close the chat if there's no response from customer side,

As below agent close the chat after one hour from last message by the customer.

We can explore sending automation message and solving the chat automatically if there's interaction from both sides.

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<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