From: Seeta Seeta <[email-masked]>
To: Ezzaldeen Mahyoub <[email-masked]>
Date: Fri, 31 Jan 2020 05:16:12 -0700 (MST)

Fatal Parameters 	25% 
12 	Escalation Procedure 	Eascaltion should be forwared to the correct and concerned department. 	5% 
13 	Correct Ticket Raised 	Disposition and ACW codes need to be used correctly. 	5% 
14 	Agent didn't turn rude / Impolite / sarcastic 	Agent should not turn impolite, rude or sarcastic on email. Need to gentle and customer friendly conversation. 	5% 
9 	(i) Correct & full/complete resolution to Customer query 
(ii) Single/Multiple Queries addressed 	Agent need to share complete information and need to address all queries asked by the customer. 	5% 

Thanks & Regards, 
Seeta Kunwar