Subject: RE: Attention! HC KW Backlog Tickets
From: Mohammad Shababe Quamar <[email-masked]>
To: Manish Kumar <[email-masked]>, Apoorv Joshi <[email-masked]>, Nikhil Bishnoi <[email-masked]>
Cc: deeksha <[email-masked]>, Jessie Caparas <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Escalations Dxbteam <[email-masked]>
Date: Tue, 14 Mar 2023 10:44:37 +0000

Hi @Manish Kumar<mailto:[email-masked]> @Nikhil Bishnoi<mailto:[email-masked]>

If we are not getting a response from the customer within 2 days, those tickets should be closed manually.

Below mention agents added to the same group, which was requested.

Let's have a call with us to discuss more about the FCR SLA, because as per the current HC KS’s FCR, it only shows 60%, so please make plans accordingly to archive the SLA.

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/>

From: Manish Kumar <[email-masked]>
Sent: Tuesday, March 14, 2023 2:25 PM
To: Mohammad Shababe Quamar <[email-masked]>
Cc: deeksha <[email-masked]>; Apoorv Joshi <[email-masked]>; Jessie Caparas <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Escalations Dxbteam <[email-masked]>; Nikhil Bishnoi <[email-masked]>
Subject: Re: Attention! HC KW Backlog Tickets

CAUTION: External email sender. Use care when clicking on links or opening attachments!
Dear Shababe,

We would like to infrom you that waiting on customer cases are not getting resolved/closed automatically for KW HC Livesalesman group.

Kindly advise us if we can close them manually at this moment or advise us further course of action needs to be taken on it.

Looking forward for your advise on these waiting on cx cases.

Thank you for your help.

Regards,
Manish

________________________________
From: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>
To: "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>
Cc: "deeksha" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>, "jessie caparas" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, March 14, 2023 1:28:47 PM
Subject: Re: Attention! HC KW Backlog Tickets

Hi Shababe,

We will try to close and will do the follow ups where ever required. Please allow us a day or 2 for the same.

Also, we would request you to please grant access to the following agents for KW HC Livesalesman, KW HC Warehouse Escalations:

1. [email-masked]<mailto:[email-masked]>
2. [email-masked]<mailto:[email-masked]>
3. [email-masked]<mailto:[email-masked]>
4. [email-masked]<mailto:[email-masked]>

Regards,
Nikhil.
________________________________
From: "deeksha" <[email-masked]<mailto:[email-masked]>>
To: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, 14 March, 2023 12:46:35
Subject: Fw: Attention! HC KW Backlog Tickets

________________________________
From: Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, March 14, 2023 11:43 AM
To: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>
Cc: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Attention! HC KW Backlog Tickets

Hi @Apoorv Joshi<mailto:[email-masked]> @Manish Kumar<mailto:[email-masked]>

As discussed, please find the attached LSM KW Backlog Tickets.

I need an action plan for this backlog, and please assign someone from your team to monitor HC KW escalation daily. I can see there are lots of tickets whose status is showing WTP or WC, why do we have to keep these tickets for more than 3 days?

KW HC Backlog Ticket’s summary

Month

Count of Ticket ID

Dec-22

1

Jan-23

5

Feb-23

76

Mar-23

92

Grand Total

174

KW HC Ticket’s Status

Status

Count of Ticket ID

Open

17

Waiting on Customer

134

Waiting on Third Party

23

Grand Total

174

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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