Subject: RE: Tickets Backlogs
From: Malik Ismail <[email-masked]>
To: Apoorv Joshi <[email-masked]>, deeksha <[email-masked]>, Saurabh Dadu <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Jessie Caparas <[email-masked]>, Mohd Imran <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Wed, 12 Apr 2023 10:46:11 +0000

Hi All,

Please inform the agents to action open tickets ≤30 on priority. Also, to close tickets with pending status.

From our side, we will work on closing aging pending tickets.

Appreciate your cooperation.

Count of Ticket ID
Days
Row Labels
≤30
≤ 60
≤90
≥100
Grand Total
Open
5315
132
13
2
5462
Pending
185
3
1
1
190
Waiting on Customer
339
1
1
341
Waiting on Third Party
275
275
Grand Total
6114
136
15
3
6268

From: Malik Ismail
Sent: Friday, April 7, 2023 2:47 PM
To: Apoorv Joshi <[email-masked]>; deeksha <[email-masked]>; Saurabh Dadu <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Jessie Caparas <[email-masked]>; Mohd Imran <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>
Subject: RE: Tickets Backlogs

Hi All,

The number of tickets has increased drastically. Please get the team to expedite closure of tickets asap.

also, the average 1st response time is missed for both groups since 1st Apr.

Kindly share your inputs and plan of action to get this improved.

KSA
Row Labels
Count of Ticket ID
2022
12
May
1
Jun
1
Sep
1
Oct
1
Nov
2
Dec
6
2023
4228
Jan
8
Feb
47
Mar
1068
Apr
3105
Grand Total
4240

LSM
Row Labels
Count of Ticket ID
2022
4
Jul
1
Nov
1
Dec
2
2023
1474
Jan
10
Feb
53
Mar
492
Apr
919
Grand Total
1478

Regards,
Malik
From: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, March 7, 2023 9:42 AM
To: Malik Ismail <[email-masked]<mailto:[email-masked]>>
Cc: Manish Kumar <[email-masked]<mailto:[email-masked]>>; deeksha <[email-masked]<mailto:[email-masked]>>; saurabh <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: Re: Tickets Backlogs

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

We have already put agents on the backlogs, we will ensure these gets actioned within today. If we require any further assistance, we will be in touch with you.

Thank you for your help.

Regards,
Apoorv

________________________________
From: "malik ismail" <[email-masked]<mailto:[email-masked]>>
To: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
Cc: "deeksha" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>, "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, March 7, 2023 10:10:40 AM
Subject: RE: Tickets Backlogs

Hi Team,

The number of tickets is getting increased.

Kindly get 2022 tickets actioned on priority and get it closed urgently.

The volume will be expected to go high in the next days as Shopathon has started.

Let us know if any support is needed.

KSA
Row Labels
Count of Ticket ID
2022
15
Sep
2
Oct
2
Nov
2
Dec
9
2023
1268
Jan
26
Feb
330
Mar
912
Grand Total
1283

LSM
Row Labels
Count of Ticket ID
2022
14
Jul
1
Aug
1
Sep
1
Nov
3
Dec
8
2023
1130
Jan
37
Feb
321
Mar
772
Grand Total
1144

Thanks

From: Malik Ismail
Sent: Wednesday, March 1, 2023 11:57 AM
To: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>
Cc: deeksha <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: Tickets Backlogs

Hi Team,

More than 1K tickets in KSA & 828 in LSM is pending to be closed and Ramadan is due by next 3 weeks.

Please get the team to expedite closure of these tickets asap.

Let us know if any support is needed.

LSM KSA Call Center
Row Labels
Count of Ticket ID
2022
24
Aug
1
Sep
2
Oct
1
Nov
3
Dec
17
2023
1226
Jan
38
Feb
1080
Mar
108
Grand Total
1250

LiveSalesman
Row Labels
Count of Ticket ID
2022
14
Jul
1
Sep
2
Nov
2
Dec
9
2023
814
Jan
47
Feb
710
Mar
57
Grand Total
828

[A picture containing text, clipart    Description automatically generated]
Malik Ismail
Digital Team | Landmark Group
T: +97145172086

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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