Subject: Re: First Response Time (Average)
From: Deeksha Dadu <[email-masked]>
To: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Saurabh Dadu <[email-masked]>
Cc: "[email-masked]" <[email-masked]>, mustehsan.siddiqui <[email-masked]>, Malik Ismail <[email-masked]>, Mohd Imran <[email-masked]>
Date: Tue, 30 Aug 2022 06:34:03 +0000

Hi,

Checking this now.

Regards,
Deeksha
________________________________
From: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>
Sent: Tuesday, August 30, 2022 12:02 PM
To: Deeksha Dadu <[email-masked]>; Saurabh Dadu <[email-masked]>
Cc: [email-masked] <[email-masked]>; mustehsan.siddiqui <[email-masked]>; Malik Ismail <[email-masked]>; Mohd Imran <[email-masked]>
Subject: RE: First Response Time (Average)

Hi All,

Please check the below KSA chat landmarkgroup16.

From: Deeksha Dadu <[email-masked]>
Sent: Monday, August 29, 2022 4:53 PM
To: Saurabh Dadu <[email-masked]>
Cc: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; [email-masked]; Mustehsan Siddiqui <[email-masked]>; Malik Ismail <[email-masked]>; Mohd Imran <[email-masked]>
Subject: Re: First Response Time (Average)

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

Noted, thanks both

Sent from my iPhone

On 29 Aug 2022, at 17:42, Saurabh Dadu <[email-masked]<mailto:[email-masked]>> wrote:

Hi Mahmoud,

It was good to speak with you. We will control chat wait times.

In the mean while @Deeksha Dadu<mailto:[email-masked]> - Please get chat escalations done by India.

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Sent: 29 August 2022 5:09 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]> <[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]>>
Subject: Re: First Response Time (Average)

Hi Mahmoud,

Since KSA agents are sometimes on back to back chats, they are finding it difficult to escalate them alongside, resulting in pendency in escalating them. I want to reduce the wait time on chats and hence, I do not want them to spend time on escalations for now.

May I ask for your permission to get open chats escalated using automation by agents from India? I assure  you that there will be NO email sent to the customer or manual escalation, just internal escalation using automation wherever applicable.

Kindly confirm so that I can get the queue cleared. We should not have this issue once new agents go live and agents have more bandwidth on them.

Please rest assured I will not proceed if you do not give your consent.

Thanks

Regards,

Deeksha

________________________________

From: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Sent: Monday, August 29, 2022 1:50 PM
To: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]> <[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]>>
Subject: RE: First Response Time (Average)

Hi Deeksha,

Thanks for taking care of that. Below is First Response Time (Average) for KSA team in landmarkgroup16

From: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, August 24, 2022 5:03 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; [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]>>
Subject: Re: First Response Time (Average)

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

Hi Mahmoud,

Thank you for your email.

We are aware of this. We are adding more agents with in this week in KSA team to resolve this.

Regards,

Deeksha

________________________________

From: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, August 24, 2022 6:21 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]> <[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]>>
Subject: First Response Time (Average)

HI All,

Kindly note that KSA First Response Time (Average) is increasing daily recently, most of the agents are not available to attend the chat within SLA, below as example.

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