Subject: Re: Support group performance
From: Mustehsan Siddiqui <[email-masked]>
To: Saurabh Dadu <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Cc: Malik Ismail <[email-masked]>, Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>
Date: Tue, 16 Nov 2021 09:24:44 +0000

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

Our overall non-voice performance recently has been really poor. Based on our call last week, we got this confidence from you to improvise the numbers yet we are in a difficult situation considering just 1 day away from WW.

Can we put our act right & start achieving the numbers asap? As the peak season majorly defines our yearlong performance & if that is missed we won’t be in a comfortable position.

Regards,
Mustehsan Siddiqui
From: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>
Date: Tuesday, 16 November 2021 at 10:26 AM
To: Saurabh Dadu <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Malik Ismail <[email-masked]>, Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Subject: Support group performance

Hi Dadu,

Below is India & ksa teams support performance for 15th, will need your support to achieved and avoiding back log during sale period, noting received tickets increase >100 daily however resolved tickets is less than 1K daily

Group name
First response SLA%
Resolution SLA%
FCR%
LSM KSA Call Center
15.32%
83.20%
82.99%
LiveSalesman
56.22%
83.05%
68.26%

Group
Tickets assigned
Tickets resolved
LiveSalesman
715
420
LSM KSA Call Center
623
482

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