Subject: RE: Non Voice SLA
From: Jessie Caparas <[email-masked]>
To: Saurabh Dadu <[email-masked]>, Mustehsan Siddiqui <[email-masked]>
Cc: seeta.seeta <[email-masked]>, Shakeeb Arsalan <[email-masked]>, "Fauzan Ahmad . Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Wed, 18 Nov 2020 06:03:47 +0000

Hi Saurabh,

We have 3 groups showing in Freshdesk for Livesalesman.

The SLA policies is applied to the original group which is Livesalesman only.

If we have a new group called Livesalesman 0 - this wasn't made aware to us.

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

From: Saurabh Dadu <[email-masked]>
Sent: Wednesday, November 18, 2020 9:33 AM
To: Mustehsan Siddiqui <[email-masked]>; Jessie Caparas <[email-masked]>
Cc: seeta.seeta <[email-masked]>; Shakeeb Arsalan <[email-masked]>; Fauzan Ahmad . Musalman <[email-masked]>; Apoorv Joshi <[email-masked]>; Deeksha Dadu <[email-masked]>
Subject: Re: Non Voice SLA

External email sender, please take precaution.
Hi Jessie,

There is a disconnect in the reports I see on FD and reports you see.

All new contacts come in LiveSalesman L0 queue.

Our Avg 1st Response Time yesterday was 7:34 Minutes
FCR 98%

Please let me know where is the disconnect. If we are looking the numbers wrong, please let us know and we will correct.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Sent: 18 November 2020 10:57 AM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Re: Non Voice SLA

Hi @Saurabh<mailto:[email-masked]>,

The volume below is not even 50% of the projections, we should have been in a comfortable position by now to handle this volume. Can we get the house in order asap?

Regards,

Mustehsan Siddiqui

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Date: Wednesday, 18 November 2020 at 7:37 AM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: "seeta.seeta" <[email-masked]<mailto:[email-masked]>>, Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad . Musalman" <[email-masked]<mailto:[email-masked]>>, Apoorv Joshi <[email-masked]<mailto:[email-masked]>>, Deeksha Dadu <[email-masked]<mailto:[email-masked]>>, Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: RE: Non Voice SLA

Hi Saurabh,

Both chats and email SLA is extremely high.

Why is happening?

Please let the team keep this under control. It's just officially day 1 of the event and the SLA is way too high.

Date

Emails offered

Emails resolved

Email 1st Response Time

Email Resolution Time

Chats Offered

Chats Resolved

Chats1st response SLA

Chats Resolution Time

17-Nov

1281

1319

16h 27m

82h 18m

589

571

1m 20s

14m 36s

Thank you and Kind Regards,

Jessie Caparas

Email: [email-masked]<mailto:[email-masked]>

T: +97145172087

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, November 15, 2020 8:51 AM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: Re: Non Voice SLA

External email sender, please take precaution.

On it today

Regards,

Saurabh Dadu

LiveSalesman

On Nov 15, 2020, at 10:11 AM, Jessie Caparas <[email-masked]<mailto:[email-masked]>> wrote:

Hi Saurabh,

SLA for chats is continuously high. Check the below team performance for yesterday.

Chats Offered

Chats Resolved

Chats1st response SLA

Chats Resolution Time

514

443

5m 16s

30m 18s

Thank you and Kind Regards,

Jessie Caparas

Email: [email-masked]<mailto:[email-masked]>

T: +97145172087

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, November 14, 2020 9:46 AM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: Re: Non Voice SLA

External email sender, please take precaution.

Hi Jessie

Will review everything and take all possible corrective actions

Regards,

Saurabh Dadu

LiveSalesman

On Nov 14, 2020, at 11:14 AM, Jessie Caparas <[email-masked]<mailto:[email-masked]>> wrote:

Hi Saurabh,

Chat SLA is extremely high as well.

Checking on the team performance, the below agents handling time is way too high as well.

November 12:

November 13:

Thank you and Kind Regards,

Jessie Caparas

Email: [email-masked]<mailto:[email-masked]>

T: +97145172087

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, November 14, 2020 8:47 AM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: Re: Non Voice SLA

External email sender, please take precaution.

Hi Jessie,

Good morning.

Last 2 days we've really moved our focus onto closing the old cases. The team past few weeks was so focused on First response, that we found hundreds of cases old cases not having been finished on time.

So we spent last 2 days cleaning our house before we move into WW sale in this coming week.

Best regards,

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Sent: 14 November 2020 10:00 AM
To: seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; mustehsan.siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: Non Voice SLA

Hi Team,

Why is our SLA for both chats and emails extremely high?

This is for both November 12 and 13.

Emails offered

Emails resolved

Email 1st Response Time

Email Resolution Time

Chats Offered

Chats Resolved

Chats1st response SLA

Chats Resolution Time

1060

1067

12h 44m

65h 39m

579

515

1m 59s

15m 36s

Emails offered

Emails resolved

Email 1st Response Time

Email Resolution Time

Chats Offered

Chats Resolved

Chats1st response SLA

Chats Resolution Time

737

1024

16h 45m

81h 32m

374

368

7m 56s

16m 52s

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<http://www.landmarkgroup.com>
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