Subject: Homebox_Pre-shift sessions_28/5/2021
From: Alan Ninan <[email-masked]>
To: saurabh <[email-masked]>, deeksha <[email-masked]>, Niren Dsouza <[email-masked]>
Date: Fri, 28 May 2021 19:17:00 -0700 (MST)

Hi All ! 

Please find below, details of pre-shift sessions conducted on 28/5/2021. 

Points discussed:- 

    * Refrained agents from using "can you" while seeking any information/details from customer, as its very direct and may sound rude. Instead, agents were coached on using "May I.., Could you please.., Requesting to kindly share....etc" 
    * Re-iteration on Response time & Resolution time compliance 
    * Re-iterated on being active on dashboard and the importance of FTR time 
Attendees:- 

Agent Name 	08:00-17:00 	09:00-18:00 	10:00-19:00 	10:30-19:30 	12:30-21:30 	13:30-22:30 	23:00-08:00 	Status 
Abu Sufian 	- 	- 	- 	- 	- 	- 	- 	OFF 
Adam Yousif 	- 	- 	- 	- 	- 	Present 	- 	- 
Amir Abdul Aziz 	- 	- 	Present 	- 	- 	- 	- 	- 
Amr Khalil 	- 	Present 	- 	- 	- 	- 	- 	- 
Ankit Kumar 	- 	- 	- 	- 	Not available 	- 	- 	- 
Hasan Nour 	- 	- 	- 	- 	- 	- 	- 	OFF 
Ibrahem Mahmoud 	- 	- 	- 	- 	- 	- 	Not available 	- 
javed aslam 	- 	- 	- 	- 	Present 	- 	- 	- 
Jok Kuol 	- 	- 	- 	- 	- 	- 	- 	OFF 
malek al hosan 	- 	- 	- 	- 	- 	- 	- 	OFF 
Mamoon Alsadig 	- 	- 	- 	- 	- 	- 	- 	OFF 
Mohammed Ali 	- 	- 	- 	- 	- 	- 	- 	OFF 
Mohammed Faizan 	Not available 	- 	- 	- 	- 	- 	- 	- 
Mohd Iqbal 	- 	- 	- 	- 	Present 	- 	- 	- 
Mosab Mohammed 	- 	- 	- 	- 	- 	- 	- 	OFF 
Qeyamuddin 	- 	- 	- 	- 	- 	- 	- 	OFF 
Rabea 	- 	- 	- 	- 	- 	- 	- 	OFF 
Rami 	- 	- 	- 	- 	- 	- 	- 	OFF 
Saleh 	- 	- 	- 	- 	- 	- 	- 	OFF 
Sreelal C. T. 	- 	- 	- 	- 	- 	- 	- 	OFF 
Syed Ataullah 	- 	- 	- 	- 	- 	- 	- 	OFF 
Waseem Khan 	- 	- 	- 	- 	- 	Present 	- 	- 
Yahkoob 	- 	- 	- 	- 	Present 	- 	- 	- 
Yasser 	- 	- 	- 	- 	- 	- 	- 	OFF 

Regards, 
Alan Ninan 
Process Trainer 
[email-masked]