Subject: Re: COLO Audit Feedback
From: Ashish Dabral <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: Deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Sat, 14 Aug 2021 04:05:46 -0700 (MST)

Hi Pritish, 

Thank you for the feedback. I will speak with all of them. 

Regards, 
Ashish Dabral 

From: "Pritish Nandi" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Cc: "Deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Saturday, August 14, 2021 4:22:25 PM 
Subject: COLO Audit Feedback 

Hi Ashish, 

PFB the Colocation audit feedback. Please share with the team. 

Agents are not attending customers and missing chats. This is the biggest issue in Colo right now. 

Chat ID: QXTQGPQJ1G (Harry) - Chat was sent for the lead at the end however the initial chat was handled incorrectly. Customer asking about dual processer and the agent is replying that we are not general helpdesk. 
Agent asked 9 details in a single question. Which is not how we take chats. First, the agent needs to ask about server configuration like RMA, HDD, Processer. Then he needs to collect his name, email, and phone number. 

Chat ID: QXSQDJEJTX (Harry)- Again asking everything at once. Asking repeated questions when the customer already provided the info. 

Chat ID: QXQQVBQXSA (Nick) - The agent was no at all apologetic or helpful towards an existing customer. He should have apologized if the number was not working and took the details for escalation but kept on avoiding it. Also said raising to sales team until customer informed that he needs to raise it to Tech and not sales as their server is down. Poor handling. 

Chat ID: QXQQI9XU9E (Nick) Lost chat due to internet connection. Please check this. 

Chat ID: QXHOZHJN6H (Nick) Did not reply to the chat for 10 mins and the chat was closed by the customer. 

Chat ID: QX0LM4RW55 (Nick) Did not reply to the chat for 10 mins and the chat was closed by the customer. 

Chat ID: QXVK94E3R4 (David) Did not reply to the chat for 4 mins and the visitor left the chat. 

Chat ID: QXTJIQ3B8E (Nathan) Did not reply to the chat for 3 mins and the visitor left the chat 

Chat ID: QXSJCEUZ9T (Nathan) Incorrect comprehension at the beginning. However, handled well later. 
Chat ID: QXRJTAXXK3 (Nathan) Incorrect comprehension. The agent does not know what a GPU server is and was about to leave a lead from a customer. Lead was accepted at the end. 
Regards, 
Pritish Nandi