Subject: RE: Resolution Time SLA
From: Jessie Caparas <[email-masked]>
To: seeta.seeta <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: Saurabh <[email-masked]>, deeksha <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Mohd Imran <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Malik Ismail <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Sun, 8 Nov 2020 04:19:09 +0000

Hi Team,

Can you please check as to why email SLA is extremely high?

Chat SLA is slightly high as well.

Date
Emails offered
Emails resolved
Email 1st Response Time
Email Resolution Time
Chats Offered
Chats Resolved
Chats1st response SLA
Chats Resolution Time
5-Nov
800
925
14h 40m
32h 25m
461
397
45s
14m 15s
Date
Emails offered
Emails resolved
Email 1st Response Time
Email Resolution Time
Chats Offered
Chats Resolved
Chats1st response SLA
Chats Resolution Time
6-Nov
515
921
13h 7m
36h 35m
247
220
30s
9m 21s
Date
Emails offered
Emails resolved
Email 1st Response Time
Email Resolution Time
Chats Offered
Chats Resolved
Chats1st response SLA
Chats Resolution Time
7-Nov
677
831
12h 9m
56h 12m
385
313
54s
11m 26s

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

From: Jessie Caparas
Sent: Wednesday, October 28, 2020 9:41 AM
To: seeta.seeta <[email-masked]>; [email-masked]; [email-masked]; [email-masked]
Cc: Saurabh <[email-masked]>; deeksha <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Mohd Imran <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Malik Ismail <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>
Subject: Resolution Time SLA
Importance: High

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: [email-masked]<mailto:[email-masked]>
T: +97145172087

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