Subject: RE: LSM productivity
From: Mohd Imran <[email-masked]>
To: seeta.seeta <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Apoorv Joshi <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Malik Ismail <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Sun, 11 Oct 2020 08:53:28 +0000

Hi Team,

SLA for this previous week is not achieved. Instead of going down first response and resolution time went on higher end.

Please focus and achieve SLAs in running week.

Email
Week
Average 1st response time
Average resolution time
12 Jul - 18 Jul
28h 54m
35h 19m
19 Jul - 25 Jul
40h 0m
35h 19m
26 Jul - 1 Aug
36h 19m
29h 51m
2 Aug - 8 Aug
13h 27m
40h 56m
9 Aug - 15 Aug
13h 5m
39h 39m
16 Aug - 22 Aug
17h 48m
49h 25m
23 Aug - 29 Aug
16h 57m
47h 42m
30 Aug - 05 Sep
14h 20m
48h 44m
06 Sep - 12 Sep
15h 7m
48h 9m
13 Sep - 19 Sep
15h 53m
43h 4m
20 Sep - 26 Sep
12h 29m
42h 55m
27 Sep - 03 Oct
20h 5m
36h 40m
04 Oct - 10 Oct
29h 47m
52h 34m

Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

From: Mohd Imran
Sent: Wednesday, October 7, 2020 10:31 AM
To: Seeta Seeta <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>; Fauzan Ahmad, Musalman <[email-masked]>; Apoorv Joshi <[email-masked]>; Shakeeb Arsalan <[email-masked]>; Jessie Caparas <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Malik Ismail <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>; Saurabh <[email-masked]>; deeksha <[email-masked]>
Subject: RE: LSM productivity

Hi Seeta,

Thanks for sharing the plan.

As per the last two weeks tickets assigned report of emails and chats we are only getting 850 emails and 104 chats on an average, with the current manpower we have enough capacity to handle this volume. This should be handled without any stretch and shifts.

Below is the tickets assigned report.

Date
Email assigned
Email resolved
Chats assigned
Chats resolved
20-Sep
675
689
91
91
21-Sep
630
693
126
125
22-Sep
693
677
113
113
23-Sep
716
630
134
135
24-Sep
891
746
123
124
25-Sep
752
614
19
19
26-Sep
1016
932
23
22
27-Sep
1067
734
200
198
28-Sep
1049
671
169
170
29-Sep
1065
832
35
36
30-Sep
1073
789
171
170
01-Oct
848
621
155
154
02-Oct
656
1058
12
13
03-Oct
799
785
9
9
04-Oct
835
669
140
140
05-Oct
807
739
133
133
06-Oct
885
587
123
122

From: Seeta Seeta <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, October 6, 2020 6:15 PM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Cc: Fauzan Ahmad, Musalman <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Saurabh <[email-masked]<mailto:[email-masked]>>; deeksha <[email-masked]<mailto:[email-masked]>>
Subject: Re: LSM productivity

External email sender, please take precaution.
Hi Imran,

In order to achive the SLA, We are following the below steps:

- From today we are working in 24*7 shift so we can respond on maximum emails which we are receiving in daily basis.

- From tomorrow onwards we are working for 12 hours everyday so we can finish the backlogs and meet the SLA.

- Our tenured agents are taking care of SM / APP REVIEW / KW HC, along with chats and emails.

-  I will daily check aging cases daily. Also, will daily check on first response time, and make sure the agents complete all of their open cases before shift end.

- Due to increased volume lately we are increasing our staffing.

We will do our best to make sure the SLA is kept under control.

Thanks & Regards,
Seeta Kunwar

________________________________
From: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>
To: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
Cc: "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "jessie caparas" <[email-masked]<mailto:[email-masked]>>, "Mohmoud Elsayed" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>, "Saurabh" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, October 5, 2020 3:53:41 PM
Subject: Re: LSM productivity

Hi Imran,

We are working on the below highlighted concern and by tomorrow we will share the plan of action to improved the SLA.

Thanks & Regards,
Seeta Kunwar

________________________________
From: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
To: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>
Cc: "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "jessie caparas" <[email-masked]<mailto:[email-masked]>>, "Mohmoud Elsayed" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>, "Saurabh" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, October 5, 2020 1:13:57 PM
Subject: LSM productivity

Hi Team,

Please find below data of last 12 weeks for Average first response and resolution time.

We are missing on average 1st response from long time.

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

Week
Average 1st response time
Average resolution time
12 Jul - 18 Jul
28h 54m
35h 19m
19 Jul - 25 Jul
40h 0m
35h 19m
26 Jul - 1 Aug
36h 19m
29h 51m
2 Aug - 8 Aug
13h 27m
40h 56m
9 Aug - 15 Aug
13h 5m
39h 39m
16 Aug - 22 Aug
17h 48m
49h 25m
23 Aug - 29 Aug
16h 57m
47h 42m
30 Aug - 05 Sep
14h 20m
48h 44m
06 Sep - 12 Sep
15h 7m
48h 9m
13 Sep - 19 Sep
15h 53m
43h 4m
20 Sep - 26 Sep
12h 29m
42h 55m
27 Sep - 03 Oct
20h 5m
36h 40m

Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

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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