Subject: RE: Ticket Back Logs - Livesalesman
From: Jessie Caparas <[email-masked]>
To: Seeta Seeta <[email-masked]>
Cc: "Fauzan Ahmad, Musalman" <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Mohd Imran <[email-masked]>, deeksha <[email-masked]>
Date: Mon, 29 Jun 2020 09:40:05 +0000

Hi Seeta,

As discussed, we can stop overtime for the agents.

Great job to the team on reducing a huge numbers in just a week of overtime.

Please work on an action plan to ensure all back logs are done asap.

Since majority of the cases are on 3rd party, check these cases to check what can be done to resolve them especially if the case is more than 48 hours with no response from internal teams.

Livesalesman Queue:

MONTH
Case Count
Feb
5
Mar
41
Apr
234
May
911
Jun
1576
Grand Total
2767

Livesalesman L2 Queue:

MONTH
Case Count
Feb
3
Mar
66
Apr
249
May
617
Jun
378
Grand Total
1313

From: Seeta Seeta <[email-masked]>
Sent: Sunday, June 21, 2020 3:56 PM
To: Jessie Caparas <[email-masked]>
Cc: Fauzan Ahmad, Musalman <[email-masked]>; Shakeeb Arsalan <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Mohd Imran <[email-masked]>; deeksha <[email-masked]>
Subject: Re: Ticket Back Logs - Livesalesman

External email sender, please take precaution.
Hi Jessie,

For the backlogs, we are putting all tenured agents to work on those cases and everyone will gonna do 2 hours overtime so we can finish the backlogs as soon as possible.

All the new agents will work on fresh cases so we can manage both cases ( fresh + backlogs )
Thanks & Regards,
Seeta Kunwar

________________________________
From: "jessie caparas" <[email-masked]<mailto:[email-masked]>>
To: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>
Cc: "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, 21 June, 2020 15:34:55
Subject: Ticket Back Logs - Livesalesman

Hi Seeta,

As discussed, let’s push the team to close as many tickets as possible.

We have a lot of back logs still for May and June.

Let’s do overtime for at least a week and check if there are any significant changes to the numbers.

Please advise as well how soon this will be done and how many hours are we giving overtime to the agents.

FYI @Mohd Imran<mailto:[email-masked]>

MONTH
Count of Cases
Feb
3
Mar
37
Apr
283
May
1449
Jun
2498
Grand Total
4270

Thank you and Kind Regards,
Jessie Caparas
Email: [email-masked]<mailto:[email-masked]>
T: +97145172087

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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