Subject: Re: SSBS audit report - 29-MaR-2021.
From: Nushat Hashmi <[email-masked]>
To: Vimal Tewari <[email-masked]>
Cc: Ashish Dabral <[email-masked]>, pritish <[email-masked]>, Dimpy Chawla <[email-masked]>, Harsh Sharma <[email-masked]>, deeksha <[email-masked]>
Date: Thu, 1 Apr 2021 10:24:37 -0700 (MST)

Hi, 

But only when the customer sends us an email for the second time, only then we can send an email with acknowledgment. 
Or we can send an email with acknowledgment only after their reply. 

Thanks and Regards 
Nushat 

From: "Vimal Tewari" <[email-masked]> 
To: "nushat hashmi" <[email-masked]> 
Cc: "Ashish Dabral" <[email-masked]>, "pritish" <[email-masked]>, "Dimpy Chawla" <[email-masked]>, "Harsh Sharma" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Thursday, April 1, 2021 10:28:23 PM 
Subject: Re: SSBS audit report - 29-MaR-2021. 

As you said you're suppose to send acknowledgement response if the ticket is already assigned. 

Hope this information helps!! 

Thanks & Regards 
Vimal Tewari 

From: "nushat hashmi" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Cc: "Vimal Tewari" <[email-masked]>, "Pritish Nandi" <[email-masked]>, "Dimpy Chawla" <[email-masked]>, "harsh sharma" <[email-masked]>, "Deeksha" <[email-masked]> 
Sent: Thursday, 1 April, 2021 22:23:30 
Subject: Re: SSBS audit report - 29-MaR-2021. 

Hi Ashish Sir, 

In cases where ticket already is assigned to the technician, a nd again the customer sends us an email for the same issue, Then we have to send the acknowledgment email. But this was the first email from the customer. 

@Vimal, May I know, How did the SLA get breached 

Thanks and Regards 
Nushat Hashmi 

From: "deeksha" <[email-masked]> 
To: "nushat hashmi" <[email-masked]>, "Ashish Dabral" <[email-masked]> 
Cc: "Vimal Tewari" <[email-masked]>, "pritish" <[email-masked]>, "Dimpy Chawla" <[email-masked]>, "Harsh Sharma" <[email-masked]> 
Sent: Thursday, April 1, 2021 2:43:42 PM 
Subject: Re: SSBS audit report - 29-MaR-2021. 

If they were replied by someone else in a minute then how come they are coming as breached in reports?? This makes no sense 

@ Ashish: please investigate and let me know asap 

From: nushat hashmi < [ mailto:[email-masked] | [email-masked] ] > 
Date: Thursday, 1 April 2021 at 12:14 AM 
To: Ashish Dabral < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Vimal Tewari < [ mailto:[email-masked] | [email-masked] ] >, "Pritish Nandi (LSM)" < [ mailto:[email-masked] | [email-masked] ] >, Dimpy Chawla < [ mailto:[email-masked] | [email-masked] ] >, Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] >, harsh sharma < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: SSBS audit report - 29-MaR-2021. 

Hi, 

All the tickets are repliyed by Dilip Kumar Vibhuti Presad Yadav with in a minute. I was also working on these tickets but within a minute he was replying before me. 

Ticket 83565 , created by system at 16.44 , updated by Dilip Kumar Vibhuti Presad Yadav at 16.45 and also reply by Dilip Kumar Vibhuti Presad Yadav at 16.45 and assign a technician by Dilip Kumar Vibhuti Presad Yadav at 16.46 . 

Ticket 83566 , created by Shahabudeen Tajudeen at 16.35 , updated by Dilip Kumar Vibhuti Presad Yadav at 16.38 and also reply by Dilip Kumar Vibhuti Presad Yadav at 16.38 and assign a technician by Dilip Kumar Vibhuti Presad Yadav at 16.39 . 

Ticket 83567 , created by System at 16.44, updated by Dilip Kumar Vibhuti Presad Yadav at 16.45 and also reply by Dilip Kumar Vibhuti Presad Yadav at 16.45 and assign a technician by Dilip Kumar Vibhuti Presad Yadav at 16.46. 

Please check the attachements. 

Thanks and regards 
Nushat Hashmi 

From: "Harsh Sharma" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Vimal Tewari" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Ashish Dabral" < [ mailto:[email-masked] | [email-masked] ] >, "pritish" < [ mailto:[email-masked] | [email-masked] ] >, "Dimpy Chawla" < [ mailto:[email-masked] | [email-masked] ] >, "nushat hashmi" < [ mailto:[email-masked] | [email-masked] ] >, "deeksha" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, March 31, 2021 10:00:31 PM 
Subject: Re: SSBS audit report - 29-MaR-2021. 

For ticket 83699, unable to assign as there is no previous ticket for this customer and for password reset email is not provided by cx. Replied to cx 

Thanks! 
Harsh Sharma 

From: "Vimal Tewari" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Ashish Dabral" < [ mailto:[email-masked] | [email-masked] ] >, "pritish" < [ mailto:[email-masked] | [email-masked] ] >, "Dimpy Chawla" < [ mailto:[email-masked] | [email-masked] ] >, "harsh sharma" < [ mailto:[email-masked] | [email-masked] ] >, "nushat hashmi" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "deeksha" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, 31 March, 2021 07:29:34 
Subject: SSBS audit report - 29-MaR-2021. 

Hi Team, 
PFA for SSBS audit report, dated- 29-MaR-2021. 
@Nushat, Can you explain what happened here, why no response at all? 

	Dated: 29/03/2021 	

	Ticket Number 	SLA 	Correct Technician 
	83565 	Breached & No Reply 	Yes 
	83566 	Breached & No Reply 	Yes 
	83567 	Breached & No Reply 	Yes 

For Email: No open tickets for Live Salesman as mentioned below. 

For Calls: No abandon calls so far. 

Thanks & Regards 
Vimal Tewari