Subject: Re: Your Outlook password
From: Suneel Rawat <[email-masked]>
To: [email-masked]
Date: Thu, 7 Aug 2014 22:19:14 +0530 (IST)

Dear Saurabh,

 Office365 site is blocked from my access.
Please do the needful.

Regards,
Suneel Rawat
Manager Quality Assurance
LSM

----- Original Message -----
From: [email-masked]
To: "Suneel Rawat" <[email-masked]>
Sent: Thursday, August 7, 2014 7:54:37 AM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi
Subject: Your Outlook password

User name:      [email-masked]
Password:	Password:Gaku1045

Your Skype password in your Outlook.

----- Original Message -----
From: "Suneel Rawat" <[email-masked]>
To: "admin" <[email-masked]>
Cc: "Suneel Rawat" <[email-masked]>
Sent: Wednesday, August 6, 2014 8:40:23 PM GMT -05:00 US/Canada Eastern
Subject: Update 2014-08-06

Update 2014-08-06
------------------
Today:
-Review of calls for evaluation of agents
-Training guidance to Elvis and Kartik on Zhunrize.
-Desk cases review

Tomorrow:
-Review of calls for evaluation of agents
-prod info review (related with the calls being evaluated)
-Desk cases review
----------------------------------
- Webpage still blocked:
http://docs.getisymphony.com/display/ISYM22/iSymphony+User%27s+Guide
- Need outlook account to be activated.
- Need web access to do search related to Training & QA activities, e.g. English practice exercises for Agents, benchmarking info, etc.
----------------------------------

List of calls evaluated:

RINA
 2144695152	6602	09:19:14
-Initially inaudible. 
-ID45927. Spanish support required, not available. 
+Agent tried to help him. Caller put on hold and disconnected.

 4077773277	6602	09:55:53
-ID36257. Spanish support required, not available.
+Agent helped resolve queries herself.

 4077770106	6602	10:13:31
after initial talk, Customer stopped responding.

  3122283925	6602	10:16:37
Korean support needed, not avainalble.
(5 calls)

 2148389956	6602	10:31:25
Korean support needed, not avainalble.
(3 calls total)

 3122283925	6602	11:10:51
Korean support needed, not available.
(5 calls)

 026008490	6602	11:30:55
ID34520. Korean support needed, not available.
(2 calls)

  028696303	6602	12:22:49
Caller's english not good. agent tried to help. call disconnected in between.

  821032995173	6602	09:22:55
ID75645. Korean support required ,  transferred.

JAMES
 096690900	6602	09:12:28
ID79551. Korean support needed, not available.

 4783389956	6602	09:28:59	
ID43506. Korean support needed, transferred.
(7 calls)

  6788368936	6602	10:15:56
ID46920. Downline ID99589 not showing in Forced Matrix. James resolved.

  4046604019	6602	10:31:06
44965. Downline ID99108 name change. Told to send email for ID change. Resolved. 

 2132179956	6602	11:00:18
ID 58533. Korean support needed, not available.
+Agent tried to help customer, modifying speech speed. But customer cannot respond properly in English. 
 (total 4 calls )

 5672559999	6602	11:31:43	
Korean support needed, not available.

CASSANDRA
 5672559999	6602	10:08:56
2 irons ordered, put wrong address. request to 

correct the addresses. [email-masked]
-Initial audibility issue.  More clarity in explanation needed when dealing with person having lower level language skills.
^conveyed

Joseph
033825213	6602	09:34:14  (2 calls)
Inaudible start. Korean support required, but call disconnected during hold.

John
033988725	6602	09:52:50  (2 calls)
Korean support required, but not available. requested to call again later.

DIVI
051945558	6602	10:15:24
ID36174. Korean support reqd

Regards,
Suneel Rawat
Manager Quality Assurance
LSM