Subject: RE: Tudor - No more working with us
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pritish Nandi <[email-masked]>, "Sara Aknooni (SRAK)" <[email-masked]>
Cc: "Josephine Veena Dorairaj (JVDO)" <[email-masked]>, Saurabh Dadu <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Mon, 6 Dec 2021 09:03:02 +0000

Hi Pritish,

We should handle German Gaming tickets in English. Only if the customer doesn’t speak any English, they should be handled by the German speaking agents. Please move the Gaming tickets from Sebastian’s queue to other agents and also have Denisa handling Enterprise.

We will support where we can, but it is also very busy in Level 2.

Venlig hilsen / Best regards
Heta Nyrhinen (HNYR)
Project Manager, Global Support and Service
+45 4470 0148
EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark
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From: Pritish Nandi <[email-masked]>
Sent: 6. december 2021 07:20
To: Sara Aknooni (SRAK) <[email-masked]>; Heta Nyrhinen (HNYR) <[email-masked]>
Cc: Josephine Veena Dorairaj (JVDO) <[email-masked]>; Saurabh Dadu <[email-masked]>; deeksha <[email-masked]>; Ashish Dabral <[email-masked]>
Subject: Tudor - No more working with us

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Hi All,

As you know that Tudor was on notice period and his last working day was the 3rd of Dec 2021.

We have deleted his credentials. With Heta's permission, Ashish has disabled his Zendesk Account and Heta has disabled the talkdesk account.

Then new German Agents would be live by this week, max by Thursday.

As a suggestion, I would ask all the stakeholders to consider backup language agents for situations like this. English tickets we can handle, however, language tickets cannot be handled unless they are replied to.
This puts a lot of pressure on me and even the agents who are working and I think that is not fair.

Regards,
Pritish Nandi