Subject: FW: Les Mills Ticket Audits
From: Deeksha Dadu <[email-masked]>
To: Shakeel Ahmad Hajam <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, "Pritish Nandi (LSM)" <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Tue, 20 Aug 2019 10:47:18 +0000

Shakeel,

You promised to pay attention to work and not repeat the mistakes. I am hoping for a very good explanation for this mistake here

From: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 20 August 2019 at 4:14 PM
To: Abhishek Kaushik <[email-masked]<mailto:[email-masked]>>, Anush Saxena <[email-masked]<mailto:[email-masked]>>, Apoorv Joshi <[email-masked]<mailto:[email-masked]>>, Arjun LSM AJ <[email-masked]<mailto:[email-masked]>>, Bharat Sharma <[email-masked]<mailto:[email-masked]>>, Shakeel Ahmad Hajam <[email-masked]<mailto:[email-masked]>>, tasuku yamamoto <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>, Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Les Mills Ticket Audits

HI All,

PFB the audits for 19th Aug 2019.

Ticket  Issue   Was it handled correctly        Charlotte Note  Name of Agent   Feedback        Status  Categorization  Correct (Y/N)
2678    Program Titile In Japanese      No      NA      Ahmad   Customer wanted to know if the Program Title (Bodypymp, Bodycombat etc) could be translated in Japanese for his members. Agent asked for the video clip of the issue. Not sure what was the comprehension. Even if we were unable to understand the question we should have atleast paraphrased the issue and requested more details which is basic. Which we never did. We have dealt it with the 2nd response which should have been dealt initially. Please see the response. Also categorization was chosen incorrect which is corrected now. The 2 hours SLA was also violated. The ticket came at 12:08 PM and replied at 3:02 PM (NZ time)       Waiting Downloads       incorrect
2679    Timetable issue Yes     NA      Anush   NA      Waiting TRP     Correct
2680    Automation Issue        Yes     NA      Apoorv  NA      Waiting AV      Correct
2681    Automation Issue        No      NA      Bharat  Agent should not provide the name of the software we use to run diagnostics. Also he should not send the screenshots for the internal data. Agent should only provide a summary of analysis of Kibana and advise further on how to resolve the issue. Also agent did not sent the automation checklist for the custmer to use.  Waiting AV      Correct

Regards,
Pritish Nandi