Subject: Re: Resolution time issue
From: "Fauzan Ahmad . Musalman" <[email-masked]>
To: Mohd Imran <[email-masked]>
Cc: Seeta Seeta <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Apoorv Joshi <[email-masked]>, saurabh <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, escalations dxbteam <[email-masked]>
Date: Sun, 29 Nov 2020 11:22:31 -0700 (MST)

Hi Imran, 

We have checked that there were two chats in the agent queue which were created on Jan 19, 2020 and Mar 16, 2020 and were assigned to the agent by intelliAssign on Jan 23, 2020 and Mar 24, 2020. However, these chats were not reflecting in the Livesalesman queue and it was showing in the assign to me section for the agent which we tried to close it yesterday and it got closed. This is the reason, resolution time is showing increased for this agent. 

Please find the link for both chats below: 

1. https://web.freshchat.com/a/224106425474082/inbox/2/0/conversation/314095870654998. 
2. https://web.freshchat.com/a/224106425474082/inbox/2/0/conversation/334338557210955. 

We have guided all the agents to keep an eye on such issue so that we do not face any problem for future for our chat SLA. 

Regards, 
Fauzan 

From: "Seeta Seeta" <[email-masked]> 
To: "Mohd Imran" <[email-masked]> 
Cc: "Fauzan Ahmad, Musalman" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "saurabh" <[email-masked]>, "Mustehsan Siddiqui" <[email-masked]>, "escalations dxbteam" <[email-masked]> 
Sent: Sunday, November 29, 2020 5:15:57 PM 
Subject: Re: Resolution time issue 

Hi Imran, 

Please provide us some time, I will investigate this and will get back to you soon. 

Thanks & Regards, 
Seeta Kunwar 

From: "Mohd Imran" <[email-masked]> 
To: "Seeta Seeta" <[email-masked]>, "Fauzan Musalman" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Saurabh" <[email-masked]> 
Cc: "Mustehsan Siddiqui" <[email-masked]>, "escalations dxbteam" <[email-masked]> 
Sent: Sunday, November 29, 2020 2:42:33 PM 
Subject: Resolution time issue 

Hi Team, 

Can we check why the resolution time of Asjad Hussein is way higher. His numbers changed the complete chat performance matrix for yesterday. 

Can we please investigate that what was the issue and what exactly happened. 

Regards , 

Mohd. Imran 

Customer Support WEB TEAM. 

Landmark Tower, Dubai 

+971-45172116 

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