Subject: You have new messages in Group: Livesalesman Team
From: Freshconnect <[email-masked]>
To: Naif Teni <[email-masked]>
Date: Thu, 11 Aug 2022 11:00:23 +0000 (UTC)

Hey Naif Teni ,

You have new message(s) in this group.

Livesalesman Team

M

4702865
4700231

Mahmoud Emad Elsayed

M

wrong merging

Mahmoud Emad Elsayed

A

Mahmoud Emad Elsayed

wrong merging

checking and re merging them

Apoorv Joshi

M

4638159

Mahmoud Emad Elsayed

M

please check

Mahmoud Emad Elsayed

M

first response 15 days

Mahmoud Emad Elsayed

A

Mahmoud Emad Elsayed

first response 15 days

Let me check this Mahmoud.

Apoorv Joshi

A

Mahmoud Emad Elsayed

first response 15 days

We already have shared a warning regarding this agent for this case. We discovered this from our end as well and the case was closed by the agent without responding. Agent thought that their response was sent to the customer and changed it to waiting on customer, once we discovered this we asked the agent to respond to the ticket.

Apoorv Joshi

M

[email-masked] is webteam agent ?

Mahmoud Emad Elsayed

A

Mahmoud Emad Elsayed

[email-masked] is webteam agent ?

No she is Homebox agent

Apoorv Joshi

A

In the beginning she was with webteam

Apoorv Joshi

A

but later was moved to homebox

Apoorv Joshi

M

652793
653438
1263441
743419
1081277

Mahmoud Emad Elsayed

A

Mahmoud Emad Elsayed

652793
653438
1263441
743419
1081277

Yes we have spoke to Homebox team leader regarding these cases already and have told them that why she is merging the chats to the older cases in our queue which are already closed, this is affecting our SLA.

Apoorv Joshi

A

As per him he already spoke to her and have given her a warning.

Apoorv Joshi

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