Subject: Missed chat report for March
From: Saurav Chakraborty <[email-masked]>
To: AUDI_VW <[email-masked]>
Date: Thu, 11 Mar 2021 01:49:20 -0700 (MST)

Dear Team, 

This is the state of missed chats for the month of March its not even half of the month yet and we are already at 77 missed chats. 

New amendments have been made and now the first response time is not 20 sec but within 5 seconds. I'll repeat the first response must be sent to the customer within the first 5 seconds. 

For agents who are active on another process must dedicate their complete attention to Audi when they are logged in to Audi. DO NOT SWITCH SCREENS FROM GLOPAL TO AUDI. 

If the missed chat number doesn't reduce from this moment onwards there will be consequences and disciplinary action taken against the agent. First and second missed chat will have salary deduction and third will lead to contract termination. 

Only way to avoid it is be on the livechat screen all the time and and cross trained staff please ensure that you dedicate all your time to livechat when you are on livechat. 

Please walk up to me for any questions. 

Thank you 
Saurav Chakraborty 
Team Manager 
[email-masked]