Subject: RE: Agent Productivity
From: Jessie Caparas <[email-masked]>
To: Seeta Seeta <[email-masked]>, Urvika Chaudhary <[email-masked]>, "Fauzan Ahmad . Musalman" <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Inayat Ali <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, Malik Ismail <[email-masked]>
Date: Sun, 19 Jan 2020 10:10:19 +0000

Hi Team,

Please continue to work on the back logs – we are almost done with the 2019 tickets.

Let us know what help is needed for the below tickets:

Ticket ID
Subject
Status
Source
Type
Agent
Created
Product
feedbackType
Order No
213752
Re:
Waiting on Third Party
Email
Post Order Inquiry
Mohammad shafeeque
10/27/2019
Centrepoint

6633678441
221666
Re: Order confirmed!
Open
Email
Post Order Inquiry
nitesh singh
10/31/2019
Shoemart

6448998290
224173
تاخير في التوصيل
Open
Outbound Email
Post Order Inquiry
Shakeeb Arsalan
11/2/2019
Lifestyle

6448290247
228851
Re: Your return has been processed
Waiting on Third Party
Email
Complaints
nitesh singh
11/4/2019
Max

9758591774
233469
Re:  !تم تأكيد الطلب
Waiting on Third Party
Email
Post Order Inquiry
Mohammad shafeeque
11/7/2019
Centrepoint

6616091994
239015
ارجاع منتجات
Waiting on Third Party
Email
Complaints
Mhd Obiedo
11/10/2019
Max

6446658708
251413
Click & Collect
Waiting on Third Party
Portal
Post Order Inquiry
Mohammad shafeeque
11/16/2019
Centrepoint
Click & Collect
6450307343
253991
Re: Feedback or suggestions
Waiting on Third Party
Email
Post Order Inquiry
Apoorv Joshi
11/17/2019
Centrepoint

6604080721
257489
Re: Your Click & Collect order is confirmed!
Waiting on Third Party
Email
Post Order Inquiry
nitesh singh
11/19/2019
Babyshop

9760571553
261339
Follow-up on order number 6450523651
Waiting on Third Party
Email
Post Order Inquiry
Abhishek Sisodia
11/20/2019
Centrepoint

6450523651
261540
Re: تم تأكيد طلبك للاستلام من المتجر
Waiting on Third Party
Email
Complaints
Ghazi Mohammed ahmed
11/20/2019
Max

6451380855
263352
Returns
Waiting on Third Party
Portal
Post Order Inquiry
Shakeeb Arsalan
11/21/2019
Centrepoint
Returns
6444191016
264585
received mistake shipment
Waiting on Third Party
Email
Complaints
Mohammad shafeeque
11/21/2019
Max

9761199861
264837
Delivery
Waiting on Third Party
Portal
Complaints
Mohammad shafeeque
11/21/2019
Max
Delivery
6450777327
267205
Re: Your products are on the way
Waiting on Third Party
Email
Post Order Inquiry
Abhishek Bargaonkar
11/22/2019
Shoemart

9761094934
269813
Delivery
Waiting on Third Party
Portal
Post Order Inquiry
Apoorv Joshi
11/23/2019
Max
Delivery
6452223193
270920
Conversation with amwn737
Waiting on Third Party
Chat
Pre Order Inquiry
Mohammad shafeeque
11/24/2019
Centrepoint

276121
Re: Thank you for collecting your order
Waiting on Third Party
Email
Post Order Inquiry
nitesh singh
11/25/2019
Centrepoint

9761050914
277931

Open
Email
Post Order Inquiry
Syed Ataullah
11/25/2019
Centrepoint

6452605430
280418
Conversation with User
Waiting on Third Party
Chat
Post Order Inquiry
Apoorv Joshi
11/26/2019
Babyshop

9761331214
281604
Returns
Waiting on Third Party
Portal
Post Order Inquiry
Mohammad shafeeque
11/26/2019
Max
Returns
6451292163
281755
Promotions or Gift Vouchers
Open
Portal
Post Order Inquiry
Abhishek Bargaonkar
11/26/2019
Centrepoint
Promotions or Gift Vouchers
9762325225
283525
Re: شارك رأيك وملاحظاتك معنا
Waiting on Customer
Email
Post Order Inquiry
Ahmad Daher
11/27/2019
Centrepoint

6451507970
283639
لم يتم تفعيل بطاقة الهدايا
Waiting on Third Party
Email
Pre Order Inquiry
Ahmad Daher
11/27/2019
Max

287124
Re: فاتورة مشترياتك
Waiting on Third Party
Email
Complaints
Asjad Hussain
11/28/2019
Babyshop

9761930033
287935
order number is 6453497689.
Waiting on Third Party
Email
Complaints
Manish Kumar
11/28/2019
Centrepoint

6453497689
288992
Re: Your Click & Collect order is confirmed!
Waiting on Third Party
Email
Post Order Inquiry
Abhishek Sisodia
11/28/2019
Max

6452777058
289615
Conversation with hooohooo33
Waiting on Third Party
Chat
Post Order Inquiry
Shakeeb Arsalan
11/28/2019
Max

6453272236
291353
Delivery
Waiting on Third Party
Portal
Complaints
Mhd Obiedo
11/29/2019
Centrepoint
Delivery
6453227619
292506
Conversation with Rinsing Wayfarer
Waiting on Third Party
Chat
Post Order Inquiry
Mhd Obiedo
11/29/2019
Max

6451235278
295341
Re: Your Click & Collect order is confirmed!
Waiting on Third Party
Email
Post Order Inquiry
Syed Ataullah
11/30/2019
Max

9761488599
296875
Order # 6452257207
Waiting on Third Party
Email
Complaints
Abhishek Sisodia
11/30/2019
Centrepoint

6452257207
298279
Complaint
Waiting on Third Party
Email
Complaints
Shakeeb Arsalan
12/1/2019
Babyshop

9762877048
300267
Conversation with Galloping Juice
Open
Chat
Complaints
Shakeeb Arsalan
12/1/2019
Centrepoint

6452842021
301374
Delivery
Waiting on Third Party
Portal
Complaints
Mhd Obiedo
12/1/2019
Centrepoint
Delivery
6454572495
301887
Re: كيف كانت تجربة تسوقك معنا؟
Waiting on Third Party
Email
Complaints
Sharf Ali Mohammed Alkebsi
12/2/2019
Centrepoint

6452646949
302131
Delivery
Waiting on Third Party
Portal
Post Order Inquiry
Apoorv Joshi
12/2/2019
Max
Delivery
6452843415
303761
Re: لقد استلمنا طلب الإرجاع الإلكتروني الخاص بك.
Waiting on Third Party
Email
Post Order Inquiry
Mhd Obiedo
12/2/2019
Max

6452898413
304206
Delivery
Waiting on Third Party
Portal
Post Order Inquiry
Apoorv Joshi
12/2/2019
Lifestyle
Delivery
6450040840
308051
Delivery
Waiting on Third Party
Portal
Post Order Inquiry
Piyush Mani
12/3/2019
Max
Delivery
7663057189
308602
Delivery
Waiting on Third Party
Portal
Complaints
Shakeeb Arsalan
12/3/2019
Centrepoint
Delivery
6453309521
310767
بخصوص الطلب رقم 6444148352
Waiting on Third Party
Email
Post Order Inquiry
Asjad Hussain
12/4/2019
Centrepoint

6444148352
311104
Re: شارك رأيك وملاحظاتك معنا
Waiting on Third Party
Email
Complaints
Asjad Hussain
12/4/2019
Centrepoint

6451957932
311423
Change my mobile number
Waiting on Third Party
Email
Pre Order Inquiry
Abhishek Bargaonkar
12/4/2019
Max

311507
Conversation with User
Waiting on Third Party
Chat
Post Order Inquiry
Mhd Obiedo
12/4/2019
Centrepoint

6454138366
311521
order number 6454864711
Waiting on Third Party
Email
Complaints
Rehan Khan
12/4/2019
Centrepoint

6454864711
312418
Delivery
Waiting on Third Party
Portal
Complaints
Mhd Obiedo
12/4/2019
Centrepoint
Delivery
6454505181
312787
Re: Your products are on the way
Waiting on Third Party
Email
Post Order Inquiry
Abhishek Bargaonkar
12/4/2019
Babyshop

9762867366
313193
Delivery
Waiting on Third Party
Portal
Complaints
Shakeeb Arsalan
12/4/2019
Centrepoint
Delivery
6449530642
314860
Conversation with User
Waiting on Third Party
Chat
Post Order Inquiry
Manish Kumar
12/5/2019
Centrepoint

6454106958
315631
Reference 9761209415
Open
Email
Post Order Inquiry
Ahmad Daher
12/5/2019
Centrepoint

9761209415
316225
Delivery
Waiting on Third Party
Portal
Post Order Inquiry
Apoorv Joshi
12/5/2019
Max
Delivery
6455367076
317986
Conversation with dolcie2012
Waiting on Third Party
Chat
Complaints
Shakeeb Arsalan
12/6/2019
Centrepoint

6455264127
320165
Returns
Waiting on Third Party
Portal
Complaints
Mohammad shafeeque
12/7/2019
Centrepoint
Returns
6449251213
325369
ارجوووو تعديل الطلبيه
Open
Email
Complaints
Syed Ataullah
12/8/2019
Max

6452361159
325597
Conversation with Galloping Tree
Waiting on Third Party
Chat
Post Order Inquiry
Asjad Hussain
12/8/2019
Max

6455309193
326532
Refund of Money
Waiting on Third Party
Email
Complaints
Ahmad Daher
12/8/2019
Centrepoint

6453737281
326837
Conversation with Jumping Cupcake
Waiting on Third Party
Chat
Complaints
Shakeeb Arsalan
12/8/2019
Centrepoint

6455404613
327098
Delivery
Waiting on Third Party
Portal
Complaints
Apoorv Joshi
12/8/2019
Centrepoint
Delivery
9763062385
327160
Not delivered
Waiting on Third Party
Email
Post Order Inquiry
Abhishek Sisodia
12/8/2019
Centrepoint

9763218666
327244
Re: Thank you for collecting your order
Waiting on Third Party
Email
Post Order Inquiry
Rehan Khan
12/9/2019
Centrepoint

6455546399
328809
Fw:  تم تأكيد طلبك للاستلام من المتجر Order Number 6454704799
Waiting on Third Party
Email
Post Order Inquiry
Algaili Abdelbagee Ahmed
12/9/2019
Centrepoint

6454704799
329183
Conversation with User
Waiting on Third Party
Chat
Pre Order Inquiry
Apoorv Joshi
12/9/2019
Max

329541
لدي طلب إرجاع من يوم الأربعاء إلى الآن لم يتم التواصل معي
Waiting on Third Party
Email
Post Order Inquiry
Mohammad shafeeque
12/9/2019
Max

6454683337
331244
Re: مشترياتك في طريقها إليك 6455354509
Waiting on Third Party
Email
Complaints
Ammar Ali
12/10/2019
Centrepoint

6455354509
333432
My Account
Open
Portal
Post Order Inquiry
Syed Ataullah
12/10/2019
Max
My Account
6450145696
334928
Conversation with Signaling Globe
Waiting on Third Party
Chat
Post Order Inquiry
Abhishek Sisodia
12/11/2019
Max

6453510022
335501
Conversation with User
Waiting on Customer
Chat
Post Order Inquiry
Piyush Mani
12/11/2019
Max

9763057238
335840
Re: مشترياتك في طريقها إليك 6455350966
Waiting on Third Party
Email
Post Order Inquiry
Asjad Hussain
12/11/2019
Babyshop

6455350966
336281
Delivery
Waiting on Third Party
Portal
Complaints
Syed Ataullah
12/11/2019
Centrepoint
Delivery
6455860725
337456
Click & Collect
Waiting on Third Party
Portal
Post Order Inquiry
Mhd Obiedo
12/12/2019
Max
Click & Collect
6453196898
338192
Conversation with Ticking Compass
Waiting on Third Party
Chat
Post Order Inquiry
Shakeeb Arsalan
12/12/2019
Max

6455802664
338199
Conversation with Singing Juice
Waiting on Third Party
Chat
Post Order Inquiry
Ammar Ali
12/12/2019
Centrepoint

6451290876
339789
Conversation with ghala_1989_
Waiting on Third Party
Chat
Post Order Inquiry
Shakeeb Arsalan
12/12/2019
Centrepoint

6456427763
339998
Discrepancy in the delivery Order No. 976-401-1386
Waiting on Third Party
Email
Post Order Inquiry
Ahmad Daher
12/13/2019
Babyshop

9764011386
340657
Returns
Waiting on Third Party
Portal
Complaints
Syed Ataullah
12/13/2019
Centrepoint
Returns
6454570617
341354
Returns
Waiting on Third Party
Portal
Complaints
Mohammad shafeeque
12/13/2019
Centrepoint
Returns
6454769675
341514
بشان قسيمه
Waiting on Third Party
Email
Pre Order Inquiry
Ahmad Daher
12/13/2019
Max

342432
لم يصل طلبي كامل
Waiting on Third Party
Email
Complaints
Ahmad Daher
12/14/2019
Babyshop

6455604512
342446
Re: Your products are on the way
Waiting on Third Party
Email
Post Order Inquiry
Ahmad Daher
12/14/2019
Babyshop

6456583790
342536
Conversation with User
Waiting on Third Party
Chat
Post Order Inquiry
Ahmad Daher
12/14/2019
Centrepoint

8363203815
343663
شكوى-قطعة ناقصة
Waiting on Third Party
Email
Complaints
Shakeeb Arsalan
12/14/2019
Centrepoint

6439968307
343940
Click & Collect
Waiting on Third Party
Portal
Post Order Inquiry
Apoorv Joshi
12/14/2019
Max
Click & Collect
6454330228
344859
Conversation with Bobbing Burger
Waiting on Third Party
Chat
Post Order Inquiry
Abhishek Sisodia
12/15/2019
Babyshop

6453019833
345033
Re: Your products are on the way
Waiting on Third Party
Email
Complaints
Ahmad Daher
12/15/2019
Centrepoint

6456464668
345566
طلبية
Waiting on Third Party
Email
Post Order Inquiry
Ahmad Daher
12/15/2019
Max

6456810806
345871
Conversation with User
Waiting on Third Party
Chat
Post Order Inquiry
Mohammad shafeeque
12/15/2019
Centrepoint

8362296731
346533

Waiting on Third Party
Email
Complaints
Asjad Hussain
12/16/2019
Max

1
348544
Click & Collect
Waiting on Third Party
Portal
Post Order Inquiry
Abhishek Bargaonkar
12/16/2019
Centrepoint
Click & Collect
6452406306
350542
Different item
Waiting on Third Party
Email
Post Order Inquiry
Abhishek Bargaonkar
12/17/2019
Splash

9764382060
351649
شكوي
Waiting on Third Party
Email
Post Order Inquiry
Fauzan Musalman
12/18/2019
Max

6453196196
352330
Conversation with bo_2020
Waiting on Third Party
Chat
Post Order Inquiry
Shakeeb Arsalan
12/18/2019
Centrepoint

6453930763
352360
Conversation with Roasting Donut
Waiting on Third Party
Chat
Post Order Inquiry
Abhishek Bargaonkar
12/18/2019
Shoemart

6456063943
355400
Conversation with Sailing Pen
Waiting on Third Party
Chat
Post Order Inquiry
Mhd Obiedo
12/19/2019
Splash

9764145339
356175

Waiting on Customer
Email
Complaints
Shakeeb Arsalan
12/20/2019
Babyshop

9764523288
356729
Conversation with User
Waiting on Third Party
Chat
Complaints
Mhd Obiedo
12/20/2019
Centrepoint

6455430710
356801
ايصال ارجاع طلبيه
Waiting on Third Party
Email
Complaints
Mohammad shafeeque
12/20/2019
Centrepoint

6451569388
357401
شكوى بخصوص طلب رقم٦٦٠٩٤١٤٧٤٣
Waiting on Customer
Email
Post Order Inquiry
Ahmad Daher
12/21/2019
Centrepoint

6609414743
360023
Conversation with User
Waiting on Third Party
Chat
Post Order Inquiry
Shivani Rani
12/22/2019
Centrepoint

6455284332
361592
عاجل
Waiting on Third Party
Email
Post Order Inquiry
Ghazi Mohammed ahmed
12/23/2019
Centrepoint

6456783218
362073
RE: shortage Click & collect
Open
Email
Complaints
Abhishek Bargaonkar
12/23/2019
Max

6456561823
362356
Re: You left Something in your cart
Open
Email
Pre Order Inquiry
Abhishek Bargaonkar
12/23/2019
Max

364380
Delivery
Waiting on Third Party
Portal
Complaints
Apoorv Joshi
12/24/2019
Centrepoint
Delivery
6454619890
364868
Refund
Waiting on Third Party
Email
Babyshop WWD
Syed Ataullah
12/24/2019
Centrepoint

6457496733
365162
Conversation with منى عطار
Waiting on Third Party
Chat
Post Order Inquiry
Ezzaldeen Mahyoub
12/24/2019
Splash

6454037959
365322
Re: تهانينا لك على القسيمة الشرائية
Waiting on Third Party
Email
Complaints
Musaab Hussein Al- Anesi
12/24/2019
Max

6450916628
366459
لم يصلني الحذاء الرياضي
Waiting on Third Party
Email
Post Order Inquiry
Ghazi Mohammed ahmed
12/25/2019
Splash

6456831422
366504
Returns
Waiting on Third Party
Portal
Post Order Inquiry
Piyush Mani
12/25/2019
Splash
Returns
9764833839
367660
Click & Collect
Waiting on Third Party
Portal
Post Order Inquiry
Mhd Obiedo
12/25/2019
Max
Click & Collect
6457406817
368087
Order# 6457545629 missing item
Waiting on Third Party
Email
Complaints
Ahmad Daher
12/25/2019
Babyshop

6457545629
368122
Delivery
Waiting on Third Party
Portal
Complaints
Syed Ataullah
12/25/2019
Max
Delivery
6452971835
369507
Conversation with User
Waiting on Third Party
Chat
Post Order Inquiry
Manish Kumar
12/26/2019
Centrepoint

6456574388
369778
لم يصلني مبلغ الشنطه
Open
Email
Post Order Inquiry
Abdel Moneim
12/26/2019
Centrepoint

6454497837
370240
Conversation with User
Waiting on Third Party
Chat
Post Order Inquiry
nitesh singh
12/26/2019
Max

9764770669
370839
Conversation with Biking Wayfarer
Waiting on Third Party
Chat
Post Order Inquiry
Shakeeb Arsalan
12/27/2019
Centrepoint

6452573608
371264
Delivery
Waiting on Third Party
Portal
Post Order Inquiry
Manish Kumar
12/27/2019
Centrepoint
Delivery
9764777159
371449

Waiting on Third Party
Email
Post Order Inquiry
Noor Alkatib
12/27/2019
Centrepoint

6456573911
371979
Conversation with Dancing Pen
Open
Chat
Post Order Inquiry
Ezzaldeen Mahyoub
12/27/2019
Shoemart

9763046102
372116
Conversation with engrfaisalaleem2000
Waiting on Third Party
Chat
Post Order Inquiry
Ahmad Daher
12/28/2019
Centrepoint

6457009831
372238
Click & Collect
Waiting on Third Party
Portal
Post Order Inquiry
Shivani Rani
12/28/2019
Centrepoint
Click & Collect
6457239447
372591
Re: مشترياتك في طريقها إليك 6455195957
Open
Email
Complaints
Shakeeb Arsalan
12/28/2019
Max

6455195957
372668
Order #6622871935
Waiting on Third Party
Email
Post Order Inquiry
Ghazi Mohammed ahmed
12/28/2019
Max

6622871935
373408
Click & Collect
Waiting on Third Party
Portal
Post Order Inquiry
Ahmad Daher
12/28/2019
Centrepoint
Click & Collect
9764761659
373589
No one came to pick up the item
Waiting on Third Party
Email
Post Order Inquiry
Ahmad Daher
12/28/2019
Splash

9764804263
374053
Returns
Waiting on Third Party
Portal
Post Order Inquiry
Ahmad Daher
12/29/2019
Centrepoint
Returns
6455023940
374238
Re: !تم تأكيد الطلب
Waiting on Third Party
Email
Post Order Inquiry
Ghazi Mohammed ahmed
12/29/2019
Babyshop

6458051255
374289
Returns
Waiting on Third Party
Portal
Complaints
Ahmad Daher
12/29/2019
Max
Returns
6457046749
374356
6457731108 ORDER not yet delivered
Waiting on Third Party
Email
Post Order Inquiry
nitesh singh
12/29/2019
Max

6457731108
374659
Re: Share your feedback with us
Waiting on Third Party
Email
Post Order Inquiry
Rehan Khan
12/29/2019
Centrepoint

6449921990
374689
Click & Collect
Waiting on Third Party
Portal
Post Order Inquiry
Rehan Khan
12/29/2019
Centrepoint
Click & Collect
6453639708
374974
لم تصل الشحنة
Waiting on Third Party
Email
Complaints
Sharf Ali Mohammed Alkebsi
12/29/2019
Centrepoint

6456354666
375048
Conversation with Sailing Candy
Waiting on Third Party
Chat
Post Order Inquiry
nitesh singh
12/29/2019
Shoemart

6456063943
375525
Re: مشترياتك في طريقها إليك 6458361932
Waiting on Third Party
Email
Post Order Inquiry
Mohammad shafeeque
12/29/2019
Centrepoint

6458361932
376144
Conversation with User
Waiting on Third Party
Chat
Complaints
Apoorv Joshi
12/29/2019
Shoemart

6454937003
376486
Delivery
Open
Portal
Post Order Inquiry
Ammar Ali
12/30/2019
Centrepoint
Delivery
6456821386
377147
تاخر طلب رقم 6457263960
Waiting on Third Party
Email
Post Order Inquiry
Algaili Abdelbagee Ahmed
12/30/2019
Max

6457263960
377325
Message of cancellation
Waiting on Third Party
Email
Post Order Inquiry
nitesh singh
12/30/2019
Centrepoint

6455548550
377540
لو سمحت بسال عن سبب تاخر الطلب الرجاء الرد والاسراع في الشحن
Waiting on Customer
Email
Post Order Inquiry
Asjad Hussain
12/30/2019
Centrepoint

6457427877
377961
Order # 6457171193
Waiting on Third Party
Email
Post Order Inquiry
Abhishek Bargaonkar
12/30/2019
Centrepoint

6457171193
378399
Re: Thank you for collecting your order
Waiting on Third Party
Email
Complaints
Shivani Rani
12/30/2019
Centrepoint

6458219807
378900
Re: Thank you for collecting your order
Waiting on Third Party
Email
Post Order Inquiry
Abhishek Sisodia
12/31/2019
Babyshop

9761977721
379000
متى يتصل المندوب
Waiting on Third Party
Email
Babyshop WWD
Mhd Obiedo
12/31/2019
Centrepoint

6458589991
379184
نقص في طلب 6458662347
Waiting on Third Party
Email
Babyshop WWD
Mhd Obiedo
12/31/2019
Centrepoint

6458662347
379864
Conversation with Chilling Carrot
Waiting on Third Party
Chat
Babyshop WWD
Syed Ataullah
12/31/2019
Centrepoint

6457240792
379867
Re: How did you enjoy shopping with us?
Waiting on Third Party
Email
Complaints
Abhishek Sisodia
12/31/2019
Centrepoint

9765787490
379981
Delivery
Waiting on Third Party
Portal
Post Order Inquiry
Nikhil Bishnoi
12/31/2019
Centrepoint
Delivery
9765429884
380068
Conversation with Sailing Horse
Waiting on Third Party
Chat
Post Order Inquiry
nitesh singh
12/31/2019
Centrepoint

6458118561
380286
Returns
Open
Portal
Complaints
Sharf Ali Mohammed Alkebsi
12/31/2019
Centrepoint
Returns
7663053421
380738
Delivery
Waiting on Third Party
Portal
Complaints
Algaili Abdelbagee Ahmed
12/31/2019
Centrepoint
Delivery
6458475789

From: Jessie Caparas
Sent: Thursday, January 16, 2020 9:19 AM
To: Seeta Seeta <[email-masked]>; Urvika Chaudhary <[email-masked]>; Fauzan Ahmad . Musalman <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Inayat Ali <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>; Malik Ismail <[email-masked]>
Subject: RE: Agent Productivity
Importance: High

Hi Team,

The open tickets have slightly increased. Please check on the open tickets first before we work on the 3rd party tickets.

Below is the summary of all 2019 unresolved tickets. Find the attached file and let us know what help is needed to resolve these pending cases.

Agents with less than 5 tickets should be able to action and resolve these cases today – let me or the team know today what is required for these cases.

Agents with more than 5 tickets should also urgently check what is needed to resolve these cases today. Any escalation with no reply for more than 48 hours should be raised for us to check.

From: Jessie Caparas
Sent: Tuesday, January 14, 2020 11:41 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]>>; Inayat Ali <[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,

Here’s an updated count for today.

As discussed, we should work on open tickets then proceed to the oldest unresolved ticket.

@Seeta Seeta<mailto:[email-masked]> @Urvika Chaudhary<mailto:[email-masked]> Let’s get on a call today to discuss further.

From: Jessie Caparas
Sent: Monday, January 13, 2020 8:45 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]>>; Inayat Ali <[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,

Please find the below ticket count for Open and 3rd party.

We have a few tickets left for 2019 and let’s keep pushing on getting these closed by this week.

Do reach out to us if any help is needed for old tickets which are still not resolved.

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

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