Subject: RE: Agent Productivity
From: Jessie Caparas <[email-masked]>
To: Seeta Seeta <[email-masked]>, Urvika Chaudhary <[email-masked]>, "Fauzan Ahmad . Musalman" <[email-masked]>, Inayat Ali <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, Malik Ismail <[email-masked]>, Mustehsan Siddiqui <[email-masked]>
Date: Sun, 12 Jan 2020 09:00:17 +0000

Hi Seeta/Urvika,

We still have unresolved tickets for 2019.

Please share the challenge as to why we are not able to close them and let me or the team know what help is needed to get these closed.

I am free today to discuss the following challenges.

From: Jessie Caparas
Sent: Thursday, January 9, 2020 11:14 AM
To: Seeta Seeta <[email-masked]>; Urvika Chaudhary <[email-masked]>; Fauzan Ahmad . Musalman <[email-masked]>; Mustehsan Siddiqui <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>; Malik Ismail <[email-masked]>
Subject: RE: Agent Productivity
Importance: High

Hi Seeta/Urvika,

Here's the overall ticket count as of today:

It went down a bit and we need to keep on pushing the agents to focus on resolving the open tickets first then moving on to the oldest 3rd party tickets.

Let's have an action plan in place to close all 2019 back logs by Monday maximum.

@Urvika Chaudhary<mailto:[email-masked]> @Seeta Seeta<mailto:[email-masked]> @Fauzan  Ahmad . Musalman<mailto:[email-masked]> - let's discuss more about this later today.

From: Jessie Caparas
Sent: Wednesday, January 8, 2020 12:18 PM
To: Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Subject: RE: Agent Productivity
Importance: High

Hi Seeta/Urvika,

Here's the overall ticket count for each agent.

These are the open ticket count summary:

3RD Party ticket count summary:

We need the team to focus on resolving OCTOBER, NOVEMBER & DECEMBER.

Let the team finish all open tickets and clear all back logs for 2019.

Regards,
Jessie

From: Jessie Caparas
Sent: Tuesday, January 7, 2020 10:34 AM
To: Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Subject: RE: Agent Productivity
Importance: High

Hi Team,

As discussed yesterday, please find the below ticket count for each agent and the back logs which we still have from October 2019.

Let's ensure all open tickets are closed today.

OPEN TICKETS

Once the team is done with all unassigned tickets (which is on an average 600 emails only and 400+ chats), we should be able to focus on waiting on 3rd party tickets.

We only have 60 tickets for October and November - let's get these closed today as well.

WAITING ON 3RD PARTY TICKETS

SUMMARY OF AGENT's TICKET COUNT

@Seeta Seeta<mailto:[email-masked]> @Urvika Chaudhary<mailto:[email-masked]> @Fauzan  Ahmad . Musalman<mailto:[email-masked]> - do not hesitate to reach out to us for any complicated cases especially cases which are more than 48 hours.

We do have 3 different communication channels where we can be reached - EMAIL, FRESHCONNECT (where agents can join for real time discussions of tickets and SKYPE)

Looping @Mustehsan Siddiqui<mailto:[email-masked]>

From: Jessie Caparas
Sent: Sunday, January 5, 2020 11:09 AM
To: Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Subject: RE: Agent Productivity
Importance: High

Hi Team,

We are still not seeing any progress with the agent's productivity.

Only 1 agent is able to hit the minimum target.

What is going on here? We need this rectified asap.

FYI @Mustehsan Siddiqui<mailto:[email-masked]>

JANUARY 2

JANUARY 3

JANUARY 4

From: Jessie Caparas
Sent: Thursday, January 2, 2020 11:07 AM
To: Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Subject: RE: Agent Productivity
Importance: High

Hi Team,

Find the below productivity for December 31 and January 1st.

Let's have a great start for 2020.

Here is the below ticket count for each agent.

We only have 456 open tickets today and we have 24 agents staffed for today - we should action/resolve all tickets including third party tickets as well.

From: Jessie Caparas
Sent: Tuesday, December 31, 2019 1:52 PM
To: Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Subject: RE: Agent Productivity
Importance: High

Hi Saurabh,

Still not seeing any progress for the agents productivity.

What is going on here?

From: Jessie Caparas
Sent: Sunday, December 29, 2019 10:18 AM
To: Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Subject: RE: Agent Productivity
Importance: High

Hi Team,

From Thursday, we have noticed that the agents are not achieving their targets.

Providing that we only have 2 days until month end, we need to push the agents to action and resolve as many tickets as possible.

For today's headcount -we should be able to action and resolve 1400 tickets.

December 26 Productivity:

December 27:

December 28.

From: Jessie Caparas
Sent: Sunday, December 22, 2019 9:06 AM
To: Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Subject: RE: Agent Productivity
Importance: High

Hi All,

Please find the below open ticket count as of today:

We still have open tickets for October & November. Please check this asap.

Waiting on 3rd party ticket count:

We also have back logs of these tickets from October. Please look into this.

Do not hesitate to reach out to us if any help is needed with any of these tickets.

From: Jessie Caparas
Sent: Tuesday, December 17, 2019 3:16 PM
To: Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Subject: RE: Agent Productivity
Importance: High

Hi All,

Providing that we are asking the other vendor to take care of unassign tickets, let's ensure we push the agents to action and resolve as many tickets as they can.

Below is the count of open tickets per agent:

Ensure that we are closing chat tickets as well in Freshdesk. As of today, we have 60 chat tickets open in Freshdesk.

Regards,
Jessie

From: Jessie Caparas
Sent: Sunday, December 15, 2019 10:14 AM
To: Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Subject: RE: Agent Productivity
Importance: High

Hi Team,

Please find the productivity of the agents from December 12 -14.

EMAILS:

CHATS:

We see that the overall count is slowly decreasing.

Providing that the email and chat volume has been steadily going down, let's ensure we action and resolve as many tickets as possible.

From: Jessie Caparas
Sent: Monday, December 9, 2019 9:50 AM
To: Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Subject: RE: Agent Productivity
Importance: High

Hi Team,

Find the below productivity for December 8.

EMAILS:

CHATS

Let's push the agents to action and resolve all open tickets. We have a total of 26 agents today.

Regards,
Jessie

From: Jessie Caparas
Sent: Sunday, December 8, 2019 1:50 PM
To: Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: RE: Agent Productivity
Importance: High

Hi Team,

Find the below productivity from December 5 - 7th.

EMAILS:

CHAT:

We have 303 waiting on customer tickets - please get these closed asap.

Regards,
Jessie

From: Jessie Caparas
Sent: Thursday, December 5, 2019 10:08 AM
To: Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: RE: Agent Productivity
Importance: High

Attaching current email count.

@'Seeta Seeta'<mailto:[email-masked]>@'Urvika Chaudhary'<mailto:[email-masked]> @'Fauzan  Ahmad . Musalman'<mailto:[email-masked]> please check why we have 4 tickets in pending status and 2 assigned to back office.

We also have 324 waiting on customer tickets - check on these as well.

From: Jessie Caparas
Sent: Thursday, December 5, 2019 10:07 AM
To: 'Seeta Seeta' <[email-masked]<mailto:[email-masked]>>; 'Urvika Chaudhary' <[email-masked]<mailto:[email-masked]>>; 'Fauzan Ahmad . Musalman' <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; 'Saurabh Dadu' <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: RE: Agent Productivity
Importance: High

Hi Team,

@Seeta Seeta<mailto:[email-masked]> @Urvika Chaudhary<mailto:[email-masked]> @Fauzan  Ahmad . Musalman<mailto:[email-masked]> @Saurabh Dadu<mailto:[email-masked]>

Seems like we are slowing down in actioning and resolving tickets and our ticket count is constantly increasing.

EMAILS:

Only 8 people have exceeded their targets and the rest are way behind the target.

CHATS:

Our average email count from November 20 - December 4 is only 1333 and the forecasted count is still more than what we receive on a daily basis.

Please check on this and ensure that we action and resolve as many as tickets as we can.

Regards,
Jessie

From: Jessie Caparas
Sent: Wednesday, December 4, 2019 10:39 AM
To: Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: RE: Agent Productivity
Importance: High

Hi Team,

We currently have 296 waiting on customer tickets from October. Check these tickets and get these closed.

Check the below productivity of the agents from December 1 -3.

EMAILS:

CHATS:

Let's push the agents to action/resolve as many tickets as they can.

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

From: Jessie Caparas
Sent: Saturday, November 30, 2019 1:15 PM
To: Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: RE: Agent Productivity
Importance: High

Hi Team,

Please close all waiting on customer tickets which has been opened for more than 24 hours. We still have 310 tickets. Find the attached report for your reference.

Also, we have 143 chat tickets at the moment - get these closed as well.

Check the below productivity of the agents as of November 27, 28 and 29.

EMAILS:

CHATS:

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

From: Jessie Caparas
Sent: Thursday, November 28, 2019 11:47 AM
To: Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: RE: Agent Productivity
Importance: High

Hi Team,

Please find the below productivity.

EMAILS:

CHATS:

Keep pushing the agents to action and resolve as many tickets as possible.

As discussed, please close the waiting on customer tickets with no reply for more than 24 hours.

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

From: Jessie Caparas
Sent: Tuesday, November 26, 2019 2:47 PM
To: Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: Agent Productivity
Importance: High

Hi Team,

Please find the below productivity.

EMAILS:

CHATS:

Push the agents to action/resolve as many tickets as they can. The email count has increased and this will continue to happen in the next 10-15 days.

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

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