Subject: RE: First Response Time
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>
To: Apoorv Joshi <[email-masked]>
Cc: saurabh <[email-masked]>, Ankur Kwatra <[email-masked]>, deeksha <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Malik Ismail <[email-masked]>, Mohd Imran <[email-masked]>
Date: Mon, 20 Jun 2022 06:58:44 +0000

Thanks Apoorv,

Please share the KSA agents role IDs to create them new role “without merging” as we can’t edit the default agent role.

From: Apoorv Joshi <[email-masked]>
Sent: Monday, June 20, 2022 10:49 AM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>
Cc: saurabh <[email-masked]>; Ankur Kwatra <[email-masked]>; deeksha <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Malik Ismail <[email-masked]>; Mohd Imran <[email-masked]>
Subject: Re: First Response Time

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

Thank you for sharing the below details.

I will check these tickets and merge them correctly. You can go ahead with the supervisor only for the merge option.

Regards,
Apoorv

________________________________
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>
To: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Cc: "saurabh" <[email-masked]<mailto:[email-masked]>>, "Ankur Kwatra" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, June 20, 2022 12:11:50 PM
Subject: RE: First Response Time

Hi @Apoorv Joshi<mailto:[email-masked]>

Below new tickets agents violate the process and merge the old tickets to the new tickets.
Will change the merging option to be for supervisors only.

Ticket Id
First Response Time (in Hrs)
4503208
-106:06:41
4503892
-4:40:01
4501026
-6:03:37
4501386
-1:58:14

From: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, June 14, 2022 10:11 AM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Cc: saurabh <[email-masked]<mailto:[email-masked]>>; Ankur Kwatra <[email-masked]<mailto:[email-masked]>>; deeksha <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>
Subject: Re: First Response Time

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

I am on it. Thank you for your help!

Regards,
Apoorv

________________________________
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>
To: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Cc: "saurabh" <[email-masked]<mailto:[email-masked]>>, "Ankur Kwatra" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, June 14, 2022 11:36:46 AM
Subject: RE: First Response Time

Thanks Apoorv,

Please remerge the below tickets and sent the old as primary

4483608
4485136
4442891
4458488
4464370
4478316
4482694
4488194
4456506
4464163
4465152
4440027
4488604
4458646
4480675
4482583
4483301
4431700
4474223
4469841
4471109
4471657
4446427
4431309
4453835
4432865

From: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Sent: Monday, June 13, 2022 10:44 AM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Cc: saurabh <[email-masked]<mailto:[email-masked]>>; Ankur Kwatra <[email-masked]<mailto:[email-masked]>>; deeksha <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>
Subject: Re: First Response Time

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

I have checked these tickets.

Kindly let me have a word with KSA supervisors today, I will ask them to give everyone a warning regarding this and if the same is not being followed in the next 48 hours you can go ahead with removing the agents access to merge and keeping it with Supervisors only.

Thank you for your guidance.

Regards,
Apoorv

________________________________
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>
To: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Cc: "saurabh" <[email-masked]<mailto:[email-masked]>>, "Ankur Kwatra" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, June 13, 2022 11:53:10 AM
Subject: RE: First Response Time

Hi Apoorv,

Old tickets were merged to the below tickets and the below were updated as primary tickets, and that’s impacts first response to negative.

I will remove merging access from agent roles and keep it with Supervisor only.

4488604
-10:02:51
4480675
-1:51:52
4482583
-115:40:07
4483301
-1:16:37

From: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, June 9, 2022 9:24 AM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Cc: saurabh <[email-masked]<mailto:[email-masked]>>; Ankur Kwatra <[email-masked]<mailto:[email-masked]>>; deeksha <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>
Subject: Re: First Response Time

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

I will ensure that as well. Thank you for your help!

Regards,
Apoorv

________________________________
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>
To: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Cc: "saurabh" <[email-masked]<mailto:[email-masked]>>, "Ankur Kwatra" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, June 9, 2022 10:05:33 AM
Subject: RE: First Response Time

Hi Apoorv,

Adding to the below, please ensure merging the newer tickets to the old ones, “old tickets should be the primary ones”.

Thanks
From: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, June 7, 2022 11:49 AM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Cc: saurabh <[email-masked]<mailto:[email-masked]>>; Ankur Kwatra <[email-masked]<mailto:[email-masked]>>; deeksha <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>
Subject: Re: First Response Time

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

Thank you for your email.

I will get this checked with the team however, team is already advised not to merge chat cases with emails. I will share a warning with them regarding this and will ensure this is not being repeated.

Regards,
APoorv

________________________________
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>
To: "saurabh" <[email-masked]<mailto:[email-masked]>>, "Ankur Kwatra" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Cc: "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, June 7, 2022 1:14:17 PM
Subject: First Response Time

Hi All,

Please stop merging tickets source chat “conversation” with emails tickets for now as it is impacting First Response.

Thanks
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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