Subject: Re: Average first response time SLA
From: Apoorv Joshi <[email-masked]>
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>
Cc: Shakeeb Arsalan <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, saurabh <[email-masked]>, malik ismail <[email-masked]>, Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Thu, 18 Nov 2021 03:33:43 -0700 (MST)

Hi Mahmoud, 

In Livesalesman queue we no longer have any first response due cases left and the agents have already been assigned on the fresh cases. We will try to get it controlled asap as per the given SLA below. 

In KSA Queue - We have assigned agents to get this controlled asap. I have also informed the concerned Supervisors to ensure that cases are being assigned accordingly and agents are being advised accordingly to get them under controlled. 

Thank you for sharing this with us. 

Regards, 
Apoorv 

From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]> 
To: "Shakeeb Arsalan" <[email-masked]>, "Apoorv Joshi" <[email-masked]> 
Cc: "Mustehsan Siddiqui" <[email-masked]>, "saurabh" <[email-masked]>, "malik ismail" <[email-masked]>, "Mohd Imran" <[email-masked]>, "Jessie Caparas" <[email-masked]>, "Mohammad Shababe Quamar" <[email-masked]> 
Sent: Thursday, November 18, 2021 3:30:57 PM 
Subject: RE: Average first response time SLA 

Hi Apoorv, 

Below widgets added for First response due in next 4H, please prioritize clearing these numbers to ensure achieving SAL for first response. 

Thanks 

From: Mahmoud Emadeldin Mahmoud Elsayed 
Sent: Thursday, November 18, 2021 10:45 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 KSA new batch performance for 17 th 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 < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >; Malik Ismail < [ mailto:[email-masked] | [email-masked] ] >; Mohd Imran < [ mailto:[email-masked] | [email-masked] ] >; Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >; Mohammad Shababe Quamar < [ mailto:[email-masked] | [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 < [ mailto:[email-masked] | [email-masked] ] > 

Cc: Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >; Malik Ismail < [ mailto:[email-masked] | [email-masked] ] >; Mohd Imran < [ mailto:[email-masked] | [email-masked] ] >; Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >; Mohammad Shababe Quamar < [ mailto:[email-masked] | [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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