Subject: Re: Ageing ticket count for EPOS L1 and Gaming
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: Ashish Dabral <[email-masked]>
Date: Thu, 24 Jun 2021 07:37:56 -0700 (MST)

Hi Heta, 

I have checked the L1 tickets and below is the summary. We would try to close and escalate as many as possible. I will check gaming tomorrow and update as many as possible. 

ID 	Assignee 	Requested 	Days 	Period 	Due date 	Next SLA breach 	Group 	Remarks 	Status 
149211 	AJ Hurry 	5/13/2021 23:42 	41 	More than 1 month 		6/24/2021 21:00 	EPOS L1 	Closed 	Closed 
149752 	AJ Hurry 	5/18/2021 6:46 	37 	More than 1 month 	6/24/2021 7:00 		EPOS L1 	Customer requested for a callback today. If not resolved would be escalated to L2. 	Pending 
150395 	AJ Hurry 	5/20/2021 15:46 	34 	More than 1 month 		6/25/2021 21:00 	EPOS L1 	Ticket was escalated and pushed back by Temi to L1 	Pending 
150317 	Antonio Iunco 	5/20/2021 10:08 	35 	More than 1 month 		6/24/2021 14:07 	EPOS L1 	RMA already approved. Customer responds slow on calls or emails. Initially a L2 ticket. Shared Invoice but again did not share Address. Need to call again. 	Open 
145152 	Anupam Tiwari 	4/26/2021 3:36 	59 	More than 1 month 		6/24/2021 21:00 	EPOS L1 	Customer is unresponsive. Asked to wait till next week for her to be available. Need to wait. 	Pending 
146968 	Anupam Tiwari 	5/4/2021 7:34 	51 	More than 1 month 		6/25/2021 3:32 	EPOS L1 	Bad Survey reopned. Hard to understand customer on call and does not respond to emails. Will close in next follow up. 	Pending 
149368 	Ismael Zakaria 	5/14/2021 19:48 	40 	More than 1 month 		6/23/2021 16:22 	EPOS L1 	Need to call today. If not resolved will escalate to l2 	Pending 
146395 	Levente Szabo 	4/30/2021 8:58 	55 	More than 1 month 		6/25/2021 12:08 	EPOS L1 	Will close in next follow up as customer not responding and we do not have any phone number to call. Pushed back from L2. 	Pending 
148856 	Levente Szabo 	5/12/2021 8:06 	43 	More than 1 month 		6/24/2021 11:42 	EPOS L1 	L2 asked to collect sample to L1. Customer would not be back till 29 June 29\ 	Pending 
150121 	Levente Szabo 	5/19/2021 13:29 	35 	More than 1 month 	6/28/2021 9:00 		EPOS L1 	L2 Pushed back with further checks. Customer not available till 28 June. 	Pending 
150362 	Levente Szabo 	5/20/2021 13:37 	34 	More than 1 month 		6/24/2021 14:05 	EPOS L1 	Reseller raised issue and they are not receiving update from customer. They keep saying we are checking. 	Pending 
150517 	Marika Fujita 	5/21/2021 6:45 	34 	More than 1 month 		6/25/2021 21:00 	EPOS L1 	RMA approved already. Will send RMA to CS. 	Pending 
149972 	Pravesh Singh 	5/18/2021 18:48 	36 	More than 1 month 		6/23/2021 16:29 	EPOS L1 	Unresponsive customer. She was waiting for Battery and USB cable to be sent by reseller. Asked to reset and if it does not work to share invoice. Will raise for RMA. 	Pending 
147830 	Rosette Modiri 	5/6/2021 17:47 	48 	More than 1 month 		6/24/2021 13:46 	EPOS L1 	Closed 	Closed 
148409 	Rosette Modiri 	5/10/2021 12:47 	44 	More than 1 month 		6/24/2021 21:00 	EPOS L1 	Already with L2 	Pending 
148905 	Rosette Modiri 	5/12/2021 12:01 	42 	More than 1 month 		6/23/2021 11:31 	EPOS L1 	Already with L2 	Pending 
149908 	Rosette Modiri 	5/18/2021 15:06 	36 	More than 1 month 		6/23/2021 13:44 	EPOS L1 	We have asked for sample. Customer is delaying sending the product. 	Pending 
150096 	Rosette Modiri 	5/19/2021 11:17 	36 	More than 1 month 		6/23/2021 12:41 	EPOS L1 	L2 Pushed back and again escalate for RMA. RMA approved. Waiting for RMA details 	Pending 
150605 	Rosette Modiri 	5/21/2021 13:04 	33 	More than 1 month 		6/23/2021 15:00 	EPOS L1 	RMA done 	Pending 
149102 	Sebastian Coldea 	5/13/2021 9:24 	42 	More than 1 month 		6/24/2021 8:22 	EPOS L1 	L2 Pushed back with further checks. Customer not responding. Will close in next attempt 	Pending 

Regards, 
Pritish 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Ashish Dabral" <[email-masked]> 
Sent: Thursday, June 24, 2021 2:30:41 PM 
Subject: RE: Ageing ticket count for EPOS L1 and Gaming 

Hi Pritish, 

That is fine, thank you. I have also reminded L2 agents that they have to take ownership of the old tickets. 

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: 24. juni 2021 10:55 
To: Heta Nyrhinen (HNYR) <[email-masked]> 
Cc: Ashish Dabral <[email-masked]> 
Subject: Re: Ageing ticket count for EPOS L1 and Gaming 

		

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, 

I will check and update the team. 

We have worked on ageing tickets 2 days back and closed as many as possible. I would have to check the enterprise tickets to see if they were already been escalated. 

Because a lot of the tickets as pushed back to L1 to ask further information and due to that reason it shows open under L1. 

I will get back to you on this by tomorrow if that is okay. 

Regards, 

Pritish 

From: "Heta Nyrhinen, HNYR" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Ashish Dabral" < [ mailto:[email-masked] | [email-masked] ] >, "Pritish Nandi" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, June 23, 2021 5:50:31 PM 
Subject: RE: Ageing ticket count for EPOS L1 and Gaming 

Thank you Ashish! 

[ mailto:[email-masked] | @Pritish
 Nandi ] Could you please ask the agents to summarize the Enterprise tickets and transfer them to Level 2. 

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%7Ca57e2e26efa0476df42808d936edd1e4%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637601217324038312%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=hNulNEdigZPRleuWQIQCOE227bcRpVJCQ%2B%2BlxiUOWUw%3D&reserved=0 ] 

	

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From: Ashish Dabral < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 23. juni 2021 14:14 
To: Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Pritish Nandi < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: Ageing ticket count for EPOS L1 and Gaming 

		

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, 

Here is the attached report by brands. 

Regards, 
Ashish Dabral 

From: "hnyr" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Ashish Dabral" < [ mailto:[email-masked] | [email-masked] ] >, "Pritish Nandi" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, June 23, 2021 4:26:33 PM 
Subject: RE: Ageing ticket count for EPOS L1 and Gaming 

Hello Ashish, 

Thank you for the report. Could you please divide this by brand, as for Gaming we don’t have a Level 2 transfer possibility, but the Enterprise tickets should be transferred to Level 2? For Gaming Supervisors should take a look what the delay is and advise the agents further. 

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 

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From: Ashish Dabral < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 23. juni 2021 10:35 
To: Pritish Nandi < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Ageing ticket count for EPOS L1 and Gaming 

		

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 Pritish, 

Here is the count for Ageing tickets by agents. 

	

Count of Period 	

Column Labels 		

Row Labels 	

More than 1 month 	

More than 2 months 	

Grand Total 

AJ Hurry 	

3 		

3 

Antonio Iunco 	

2 		

2 

Anupam Tiwari 	

2 		

2 

Denisa Magda 	

7 		

7 

Dheeraj Tripathi 	

6 	

1 	

7 

Grace Boussi 	

7 		

7 

Ismael Zakaria 	

1 		

1 

Levente Szabo 	

5 		

5 

Marika Fujita 	

2 		

2 

Md. Modassir Hassan 	

2 		

2 

Pravesh Singh 	

1 		

1 

Pritish Nandi 	

1 		

1 

Rosette Modiri 	

6 		

6 

Sebastian Coldea 	

1 		

1 

Grand Total 	

46 	

1 	

47 

Regards, 
Ashish Dabral