Subject: Re: Overdue Tickets - Warranty
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: ashish dabral <[email-masked]>
Date: Mon, 3 May 2021 05:24:03 -0700 (MST)

Hi Heta, 

PFB the productivity for Warranty Team. 

Aparna is fairly new and still need a lot of help from Ashish and Daniele. She is catching up and will be better in productivity in coming weeks. 

Ashish is helping but he has other things to take care of. Let's be on a quick call with all so that we can discuss this. 

Updater name 
	26-Apr-21 	27-Apr-21 	28-Apr-21 	29-Apr-21 	30-Apr-21 
Updates 	Public comments 	Solved and Closed 	Updates 	Public comments 	Solved and Closed 	Updates 	Public comments 	Solved and Closed 	Updates 	Public comments 	Solved and Closed 	Updates 	Public comments 	Solved and Closed 
Aparna Jain 	102 	48 	7 	163 	75 	5 	128 	55 	4 	20 	8 	3 	110 	53 	4 
Ashish 	55 	21 	7 	131 	7 	2 	95 	5 	0 	133 	17 	4 	53 	8 	0 
Daniele Castiglioni 	433 	71 	17 	384 	78 	15 	375 	79 	21 	400 	75 	24 	532 	116 	33 
Total 	590 	140 	31 	678 	160 	22 	598 	139 	25 	553 	100 	31 	695 	177 	37 

Regards, 
Pritish 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Sent: Monday, May 3, 2021 5:20:31 PM 
Subject: RE: Overdue Tickets - Warranty 

Hi Pritish, 

Yes please check the productivity first so that we can evaluate the workload: 

    * Tickets solved 
    * Tickets updated 
    * Overdue tickets 
    * Outgoing calls 

Thank you! 

Best regards​​ 

Heta Nyrhinen 
Project Manager 
Global Support and Service 
+45 4470 0148 
+45 2213 1261 

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ http://www.eposaudio.com/enterprise/aston-martin-f1?utm_source=mailsignatur&utm_medium=email&utm_campaign=am_f1&utm_content=nn_en_email_aw ] 

	

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From: Pritish Nandi <[email-masked]> 
Sent: 3. maj 2021 13:49 
To: Heta Nyrhinen (HNYR) <[email-masked]> 
Subject: Re: Overdue Tickets - Warranty 

		

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe. 

Hi Heta, 

We only have 2 people in Warranty which is Daniele and Aparna. As Aparna is new she might not be doing as many tickets as Daniele. 

Regarding Ashish he is doing less tickets as he is busy with other things as well. If he is required I will ask him to go back to tickets. 

Also, I will check with Ashish how many tickets each agent is doing so that we can check this further. 

Regards, 

Pritish 

From: "Heta Nyrhinen, HNYR" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Pritish Nandi" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, May 3, 2021 5:15:00 PM 
Subject: FW: Overdue Tickets - Warranty 

Hi Pritish, 

We have 200+ open tickets in warranty and many overdue tickets every day. We are additionally receiving complaints from customers and the Customer Service teams globally about slow response. 

Do we have enough coverage for warranty? Is Ashish still helping out in the queue? Can the agents improve their response time and prioritize tickets in order to avoid complaints? 

We are not receiving many escalations from the warranty agents so I’m assuming that they don’t have difficult tickets to handle. 

Best regards​​ 

Heta Nyrhinen 
Project Manager 
Global Support and Service 
+45 4470 0148 
+45 2213 1261 

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ https://eur01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.eposaudio.com%2Fenterprise%2Faston-martin-f1%3Futm_source%3Dmailsignatur%26utm_medium%3Demail%26utm_campaign%3Dam_f1%26utm_content%3Dnn_en_email_aw&data=04%7C01%7Chnyr%40eposaudio.com%7C08287a52afe344e01b6508d90e2961c5%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637556393170243546%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=OWsKpa6kjaj6K2tP%2BUz3nnXK71yG9%2FwQKmXMn%2FNYKFk%3D&reserved=0 ] 

	

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From: Ashish Dabral < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 3. maj 2021 10:47 
To: aparna jain < [ mailto:[email-masked] | [email-masked] ] >; daniele.castiglioni < [ mailto:[email-masked] | [email-masked] ] >; Josephine Veena Dorairaj (JVDO) < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sara Aknooni (SRAK) < [ mailto:[email-masked] | [email-masked] ] >; Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Overdue Tickets - Warranty 

		

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe. 

Hello Team, 

Here is the attached report for Overdue tickets. Please filter your name and update the tickets. 

Regards, 

Ashish Dabral