Subject: Re: Resolution Time SLA
From: Seeta Seeta <[email-masked]>
To: jessie caparas <[email-masked]>
Cc: Shakeeb Arsalan <[email-masked]>, Apoorv Joshi <[email-masked]>, Fauzan Musalman <[email-masked]>, Saurabh <[email-masked]>, deeksha <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Mohd Imran <[email-masked]>, Mohmoud Elsayed <[email-masked]>, malik ismail <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Wed, 28 Oct 2020 00:11:09 -0700 (MST)

Hi Jessie, 

We have coached our all agents to work on their all old cases and new cases to reduce the email resolution time, we will monitor this and will make sure to take care of the SLA's. 

Thanks & Regards, 
Seeta Kunwar 

From: "jessie caparas" <[email-masked]> 
To: "Seeta Seeta" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Fauzan Musalman" <[email-masked]> 
Cc: "Saurabh" <[email-masked]>, "deeksha" <[email-masked]>, "Mustehsan Siddiqui" <[email-masked]>, "Mohd Imran" <[email-masked]>, "Mohmoud Elsayed" <[email-masked]>, "malik ismail" <[email-masked]>, "Mohammad Shababe Quamar" <[email-masked]> 
Sent: Wednesday, October 28, 2020 11:11:04 AM 
Subject: Resolution Time SLA 

Hi All, 

Resolution time for both emails and chats have been extremely high for the past couple of days. 

	

Date 	

Email 1st Response Time 	

Email Resolution Time 	

Chats1st response SLA 	

Chats Resolution Time 

25-Oct 	

4h 44m 	

45h 59m 	

29s 	

10m 10s 

Date 	

Email 1st Response Time 	

Email Resolution Time 	

Chats1st response SLA 	

Chats Resolution Time 

26-Oct 	

5h 44m 	

50h 34m 	

2m 24s 	

1h 8m 

Date 	

Email 1st Response Time 	

Email Resolution Time 	

Chats1st response SLA 	

Chats Resolution Time 

27-Oct 	

11h 2m 	

52h 30m 	

1m 1s 	

9m 49s 

Please look into this on priority and check as to why the SLA is this high. 

Thank you and Kind Regards, 

Jessie Caparas 

Email: [ mailto:[email-masked] | 
[email-masked] ] 

T: +97145172087 

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