Subject: SSBS audit
From: Pritish Nandi <[email-masked]>
To: Anush Saxena <[email-masked]>, Arjun Hurry <[email-masked]>, "Ashish Dabral" <[email-masked]>, " Bharat Sharma" <[email-masked]>, Shakeel Ahmad Hajam <[email-masked]>, Tushar Chauhan <[email-masked]>, Zarif Khan <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Sun, 9 Jun 2019 03:18:18 -0700 (MST)

Hi All, 

PFB the SSBS audit report below. 

7th June 

Ticket 	Agent 	Ticket Time 	Response Time 	Time Taken 	SLA Met 	Assigned to correct technician? 	Comments 
53201 	Bharat 	6/7/2019 15:02 	6/7/2019 15:31 	0:29:00 	Yes 	Yes 	
53202 	Bharat 	6/7/2019 15:07 	6/7/2019 15:29 	0:22:00 	Yes 	Yes 	
53203 	Bharat 	6/7/2019 15:10 	6/7/2019 15:29 	0:19:00 	Yes 	Yes 	
53204 	Bharat 	6/7/2019 17:02 	6/7/2019 17:19 	0:17:00 	Yes 	Yes 	
53205 	Bharat 	6/7/2019 17:05 	6/7/2019 17:21 	0:16:00 	Yes 	Yes 	
53206 	Pritish 	6/7/2019 17:23 	6/7/2019 17:34 	0:11:00 	Yes 	Yes 	
53207 	Bharat 	6/7/2019 17:37 	6/7/2019 17:37 	0:00:00 	Yes 	Yes 	

8th June 

Ticket 	Agent 	Ticket Time 	Response Time 	Time Taken 	SLA Met 	Assigned to correct technician? 	Comments 
53208 	Ahmad 	6/8/2019 8:18 	6/8/2019 8:20 	0:02:00 	Yes 	Yes 	
53209 	Ahmad 	6/8/2019 11:24 	6/8/2019 11:33 	0:09:00 	Yes 	Yes 	
53210 	Ahmad 	6/8/2019 11:45 	6/8/2019 11:49 	0:04:00 	Yes 	Yes 	
53211 	Bharat 	6/8/2019 14:37 	6/8/2019 14:40 	0:03:00 	Yes 	Yes 	
53212 	Bharat 	6/8/2019 15:47 	6/8/2019 15:49 	0:02:00 	Yes 	Yes 	
53213 	Bharat 	6/8/2019 16:06 	6/8/2019 16:09 	0:03:00 	Yes 	Yes 	
53214 	Tushar 	6/8/2019 17:00 	6/8/2019 17:01 	0:01:00 	Yes 	Yes 	
53215 	Bharat 	6/8/2019 17:26 	6/8/2019 17:28 	0:02:00 	Yes 	Yes 	
53216 	Bharat 	6/8/2019 19:07 	6/8/2019 19:09 	0:02:00 	Yes 	Yes 	

9th June 

Ticket 	Agent 	Ticket Time 	Response Time 	Time Taken 	SLA Met 	Assigned to correct technician? 	Comments 
53217 	Bharat 	6/9/2019 7:57 	6/9/2019 8:06 	0:09:00 	Yes 	Yes 	
53218 	Tushar 	6/9/2019 8:00 	6/9/2019 8:28 	0:28:00 	Yes 	Yes 	
53219 	Bharat 	6/9/2019 8:00 	6/9/2019 8:28 	0:28:00 	Yes 	Yes 	
53220 	Tushar 	6/9/2019 8:00 	6/9/2019 8:27 	0:27:00 	Yes 	Yes 	
53221 	Tushar 	6/9/2019 8:02 	6/9/2019 8:03 	0:01:00 	Yes 	Yes 	
53222 	Tushar 	6/9/2019 8:03 	6/9/2019 8:31 	0:28:00 	No 	Yes 	
53223 	Bharat 	6/9/2019 9:00 	6/9/2019 9:03 	0:03:00 	Yes 	Yes 	
53224 	Bharat 	6/9/2019 9:06 	6/9/2019 9:07 	0:01:00 	Yes 	Yes 	
53225 	Bharat 	6/9/2019 9:30 	6/9/2019 9:33 	0:03:00 	Yes 	Yes 	
53226 	Bharat 	6/9/2019 9:36 	6/9/2019 9:37 	0:01:00 	Yes 	Yes 	
53227 	Bharat 	6/9/2019 10:08 	6/9/2019 10:11 	0:03:00 	Yes 	Yes 	
53228 	Bharat 	6/9/2019 10:20 	6/9/2019 11:08 	0:48:00 	No 	Yes 	This SLA was breached because the agent did not have the email of this user not the system captured any email address. When I (Pritish) came to shift I have searched and found an email address to send him the contact email. Feedback has been passed to the agent regarding how he can search the email of the user in the system. 
53229 	Pritish 	6/9/2019 10:51 	6/9/2019 10:51 	0:00:00 	Yes 	Yes 	
53230 	Pritish 	6/9/2019 10:55 	6/9/2019 10:56 	0:01:00 	Yes 	Yes 	
53231 	Anush 	6/9/2019 11:02 	6/9/2019 11:04 	0:02:00 	Yes 	Yes 	
53232 	Anush 	6/9/2019 11:04 	6/9/2019 11:06 	0:02:00 	Yes 	Yes 	

Regards, 
Pritish Nandi