Subject: RE: Average first response time SLA
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Saurabh Dadu <[email-masked]>, Malik Ismail <[email-masked]>, Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Thu, 18 Nov 2021 06:45:22 +0000

Hi Shakeeb,

Below KSA new batch performance for 17th November!!, avrg resolving 23 per agent, that very low

Agent
Tickets assigned
Tickets resolved
Private notes
Responses
Alia Alshammari

Amira Alanaz
14
6

8
Eid Alqahtani
28
33
3
30
Khalid Almuhaysin

4

1
Khdejah Alharby
44
24

30
Nabilah Alqahtanni
11
11
1
15
Naif Alabid
33
24
12
41
Raghad Alotaibi
39
41
1
47
Reenad Alosaimi
26
29
4
47
Samia Alshehri
21
13

11
Saud Alhaiti
48
66
14
70
Shehanah Khalid
11
9

11

From: Mahmoud Emadeldin Mahmoud Elsayed
Sent: Wednesday, November 17, 2021 10:11 AM
To: Shakeeb Arsalan <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>; Saurabh Dadu <[email-masked]>; Malik Ismail <[email-masked]>; Mohd Imran <[email-masked]>; Jessie Caparas <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>
Subject: RE: Average first response time SLA

Hi shakeeb

Below is Average first response time SLA for last two days, and current open violation ticket count.

Please ensure that  SLA% achieved daily.

From: Mahmoud Emadeldin Mahmoud Elsayed

Sent: Tuesday, November 16, 2021 3:43 PM

To: Shakeeb Arsalan <[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]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>

Subject: Average first response time SLA

Importance: High

Hi Shakeeb,

As discussed, Average first response time overdue absolute numbers widgets added to LSM and KSA Email dashboards.

Average first response: 12 calendar hours.

Benchmark: above 90%

Average created tickets:  1200 currently, next week ≈ 1500

Please confirm and ensure that overdue, Average first response violations percentage is less than 10% from total received.

Thanks

Mahmoud

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