Subject: Re: First Response Time
From: Apoorv Joshi <[email-masked]>
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>
Date: Wed, 22 Jun 2022 05:38:26 -0700 (MST)

Hi Mahmoud, 

Kindly find the list below, I have written Sup. in front of supervisor access accounts: 

Modhi Alanzi 	[email-masked] 	Sup. 
Saud Almutlaq 	[email-masked] 	
Rashid Rashoud 	[email-masked] 	
Asma salem 	[email-masked] 	
Reenad Alosaimi 	[email-masked] 	Sup. 
Shehanah Khalid 	[email-masked] 	
Amira Alanaz 	[email-masked] 	
Naif Teni 	[email-masked] 	Sup. 
Shahad Albelihed 	[email-masked] 	
Hilah Alolayan 	[email-masked] 	
Khalid Alamri 	[email-masked] 	Sup. 
Hessah Alsufayyan 	[email-masked] 	
Nihal Alsaiari 	[email-masked] 	
Abdulrahman alqumea 	[email-masked] 	
Abdulilah Alhuwairini 	[email-masked] 	
Maha Alrasheedi 	[email-masked] 	

Regards, 
Apoorv 

From: "Apoorv Joshi" <[email-masked]> 
To: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]> 
Sent: Wednesday, June 22, 2022 4:19:31 PM 
Subject: Re: First Response Time 

Hi Mahmoud, 

Okay I will share the emails with you by today then. 

Thank you for confirming. 

Regards, 
Apoorv 

From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]> 
To: "Apoorv Joshi" <[email-masked]> 
Sent: Wednesday, June 22, 2022 4:15:37 PM 
Subject: RE: First Response Time 

No he didn’t speak about it, but let ensure merge option is disabled 

From: Apoorv Joshi <[email-masked]> 
Sent: Wednesday, June 22, 2022 2:42 PM 
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]> 
Subject: Re: First Response Time 

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

Hi Mahmoud, 

Did Naif speak to you about this? He told me he wanted to speak to you about this. 

Regards, 

Apoorv 

From: "Mahmoud Emadeldin Mahmoud Elsayed" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Apoorv Joshi" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, June 22, 2022 3:48:24 PM 
Subject: RE: First Response Time 

Hi [ mailto:[email-masked] | 
@Apoorv Joshi ] 

Any update on the below request 

From: Apoorv Joshi < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, June 20, 2022 11:48 AM 
To: Mahmoud Emadeldin Mahmoud Elsayed < [ mailto:[email-masked] | [email-masked] ] > 
Cc: saurabh < [ mailto:[email-masked] | [email-masked] ] >; Ankur Kwatra < [ mailto:[email-masked] | [email-masked] ] >; deeksha < [ mailto:[email-masked] | [email-masked] ] >; Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Malik Ismail < [ mailto:[email-masked] | [email-masked] ] >; Mohd Imran < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: First Response Time 

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

Hi Mahmoud, 

I will share the requested details with you asap. 

Regards, 

Apoorv 

From: "Mahmoud Emadeldin Mahmoud Elsayed" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Apoorv Joshi" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Ankur Kwatra" < [ mailto:[email-masked] | [email-masked] ] >, "deeksha" < [ mailto:[email-masked] | [email-masked] ] >, "Mustehsan Siddiqui" < [ mailto:[email-masked] | [email-masked] ] >, "malik ismail" < [ mailto:[email-masked] | [email-masked] ] >, "Mohd Imran" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, June 20, 2022 12:28:44 PM 
Subject: RE: First Response Time 

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 < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, June 20, 2022 10:49 AM 
To: Mahmoud Emadeldin Mahmoud Elsayed < [ mailto:[email-masked] | [email-masked] ] > 
Cc: saurabh < [ mailto:[email-masked] | [email-masked] ] >; Ankur Kwatra < [ mailto:[email-masked] | [email-masked] ] >; deeksha < [ mailto:[email-masked] | [email-masked] ] >; Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Malik Ismail < [ mailto:[email-masked] | [email-masked] ] >; Mohd Imran < [ mailto:[email-masked] | [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" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Apoorv Joshi" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Ankur Kwatra" < [ mailto:[email-masked] | [email-masked] ] >, "deeksha" < [ mailto:[email-masked] | [email-masked] ] >, "Mustehsan Siddiqui" < [ mailto:[email-masked] | [email-masked] ] >, "malik ismail" < [ mailto:[email-masked] | [email-masked] ] >, "Mohd Imran" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, June 20, 2022 12:11:50 PM 
Subject: RE: First Response Time 

Hi [ mailto:[email-masked] | 
@Apoorv Joshi ] 

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 < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, June 14, 2022 10:11 AM 
To: Mahmoud Emadeldin Mahmoud Elsayed < [ mailto:[email-masked] | [email-masked] ] > 
Cc: saurabh < [ mailto:[email-masked] | [email-masked] ] >; Ankur Kwatra < [ mailto:[email-masked] | [email-masked] ] >; deeksha < [ mailto:[email-masked] | [email-masked] ] >; Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Malik Ismail < [ mailto:[email-masked] | [email-masked] ] >; Mohd Imran < [ mailto:[email-masked] | [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" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Apoorv Joshi" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Ankur Kwatra" < [ mailto:[email-masked] | [email-masked] ] >, "deeksha" < [ mailto:[email-masked] | [email-masked] ] >, "Mustehsan Siddiqui" < [ mailto:[email-masked] | [email-masked] ] >, "malik ismail" < [ mailto:[email-masked] | [email-masked] ] >, "Mohd Imran" < [ mailto:[email-masked] | [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 < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, June 13, 2022 10:44 AM 
To: Mahmoud Emadeldin Mahmoud Elsayed < [ mailto:[email-masked] | [email-masked] ] > 
Cc: saurabh < [ mailto:[email-masked] | [email-masked] ] >; Ankur Kwatra < [ mailto:[email-masked] | [email-masked] ] >; deeksha < [ mailto:[email-masked] | [email-masked] ] >; Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Malik Ismail < [ mailto:[email-masked] | [email-masked] ] >; Mohd Imran < [ mailto:[email-masked] | [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" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Apoorv Joshi" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Ankur Kwatra" < [ mailto:[email-masked] | [email-masked] ] >, "deeksha" < [ mailto:[email-masked] | [email-masked] ] >, "Mustehsan Siddiqui" < [ mailto:[email-masked] | [email-masked] ] >, "malik ismail" < [ mailto:[email-masked] | [email-masked] ] >, "Mohd Imran" < [ mailto:[email-masked] | [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 < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, June 9, 2022 9:24 AM 
To: Mahmoud Emadeldin Mahmoud Elsayed < [ mailto:[email-masked] | [email-masked] ] > 
Cc: saurabh < [ mailto:[email-masked] | [email-masked] ] >; Ankur Kwatra < [ mailto:[email-masked] | [email-masked] ] >; deeksha < [ mailto:[email-masked] | [email-masked] ] >; Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Malik Ismail < [ mailto:[email-masked] | [email-masked] ] >; Mohd Imran < [ mailto:[email-masked] | [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" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Apoorv Joshi" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Ankur Kwatra" < [ mailto:[email-masked] | [email-masked] ] >, "deeksha" < [ mailto:[email-masked] | [email-masked] ] >, "Mustehsan Siddiqui" < [ mailto:[email-masked] | [email-masked] ] >, "malik ismail" < [ mailto:[email-masked] | [email-masked] ] >, "Mohd Imran" < [ mailto:[email-masked] | [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 < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, June 7, 2022 11:49 AM 
To: Mahmoud Emadeldin Mahmoud Elsayed < [ mailto:[email-masked] | [email-masked] ] > 
Cc: saurabh < [ mailto:[email-masked] | [email-masked] ] >; Ankur Kwatra < [ mailto:[email-masked] | [email-masked] ] >; deeksha < [ mailto:[email-masked] | [email-masked] ] >; Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Malik Ismail < [ mailto:[email-masked] | [email-masked] ] >; Mohd Imran < [ mailto:[email-masked] | [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" < [ mailto:[email-masked] | [email-masked] ] > 
To: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Ankur Kwatra" < [ mailto:[email-masked] | [email-masked] ] >, "deeksha" < [ mailto:[email-masked] | [email-masked] ] >, "Apoorv Joshi" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Mustehsan Siddiqui" < [ mailto:[email-masked] | [email-masked] ] >, "malik ismail" < [ mailto:[email-masked] | [email-masked] ] >, "Mohd Imran" < [ mailto:[email-masked] | [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 

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. [ http://www.landmarkgroup.com/ | www.landmarkgroup.com ] 

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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. [ http://www.landmarkgroup.com/ | 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. [ http://www.landmarkgroup.com/ | 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. [ http://www.landmarkgroup.com/ | 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