Subject: Need to address proper matrix in place
From: Mohammad Shababe Quamar <[email-masked]>
To: deeksha <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, Nikhil Bishnoi <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, Escalations Dxbteam <[email-masked]>
Date: Fri, 31 Mar 2023 10:54:34 +0000

Hi @deeksha<mailto:[email-masked]>

We need your intervention here to implement the correct matrix.

As we have noticed, some of our agents are escalating with the FE team to change the status, but the status has already been changed in FE, so in this case only our agent can escalate with the DXB team to raise the ticket with the OMS team to change the status, which has already been informed to the LSM team, but till now there has been no action from their side and the agents continue escalating wrongly to them.
Sample Tickets - 5955968, 5955090, 5950392

Thanks & Regards,
 [Shape  Description automatically generated with medium confidence]
Shababe Quamar
[[email-masked]]
+971 4 517 4278
Landmark Group HQ, Marina, Dubai, UAE.
www.landmark.digital<http://www.landmark.digital/>

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