Subject: RE: April Productivity & Hourly tracker for KSA and India
From: Mohd Imran <[email-masked]>
To: saurabh <[email-masked]>
Cc: Deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Wed, 25 May 2022 06:50:42 +0000

Hi Saurabh,

As per our discussion on call, we have observed some discrepancies and variance in tickets assigned and resolved on fresh chat for both webchats and what’s app.

What we observed was that agents are not assigning tickets to themselves, and they are directly picking and resolving them.

Can we streamline this practice, please? This variance may lead to many questions about the agent’s productivity and performance.

From: Ashish Dabral <[email-masked]>
Sent: Monday, 23 May 2022 10:57 AM
To: Mohd Imran <[email-masked]>
Cc: saurabh <[email-masked]>; Deeksha <[email-masked]>
Subject: Re: April Productivity & Hourly tracker for KSA and India

CAUTION: External email sender. Use care when clicking on links or opening attachments!
Hello Imran,

Here is the explantion for mentioned agents.

1. Ali Atef - He worked on Automation as well and did 675 Tickets. If needed  I can share all the tickets numbers. ( 1912+675= 2587)

2. Mohammad Tawfik - He worked on Automation as well and did 560 Tickets. Correct WA chats 134 and FC chats 207. Screenshot attached for both. (1870+560+134+207 = 2771)

3. Mohamed Almustafa -  He worked on Automation as well and did 233 Tickets. His actual numbers of WA is 337 and for FC chat 689. Screenshot attached for both. (1073+689+337+233)

4. Nihal Alsaiari  - Correct responses are 1033 (Screenshot attached). And total FC chats are 67 (Screenshot attached). (1033+67 = 1100)

5. Aya Saoud - Correct FC chats are 676 and WA chats 323. (Screenshoft attached). (1810+676+323 = 2809)

Please let us know if still there any questions.

Regards,
Ashish Dabral

________________________________
From: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
To: "saurabh" <[email-masked]<mailto:[email-masked]>>
Cc: "Deeksha" <[email-masked]<mailto:[email-masked]>>, "Ashish Dabral" <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, May 22, 2022 1:18:55 PM
Subject: RE: April Productivity & Hourly tracker for KSA and India

Hi Saurabh,

We have found some discrepancies in the productivity of the agents. Sharing some productivity samples and variance below. Can we please investigate this again and share the reason for the difference?

Also, in Freshchat agents are not assigning tickets to themselves and directly resolving it, which is impacting the performance metrics.

Agnet name
FD responses
FC assigned
WA assigned
Total
Prod. Shared by Ashish
Variance
Ali atef
1912
-
-
1912
2587
675
Mohammad Tawfik
1870
124
2
1996
2771
775
Mohamed Almustafa
1073
726
45
1844
2332
488
Nihal Alsaiari
568
71
71
710
1096
386
Aya Saoud
1810
86
25
1921
2810
889

From: Ashish Dabral <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, 19 May 2022 12:21 PM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha <[email-masked]<mailto:[email-masked]>>; saurabh <[email-masked]<mailto:[email-masked]>>
Subject: Re: April Productivity & Hourly tracker for KSA and India

CAUTION: External email sender. Use care when clicking on links or opening attachments!
Hi Imran,

Here is the attached report for KSA.

Regards,
Ashish Dabral

________________________________
From: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
To: "Ashish Dabral" <[email-masked]<mailto:[email-masked]>>
Cc: "Deeksha" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, May 19, 2022 1:44:00 PM
Subject: RE: April Productivity & Hourly tracker for KSA and India

Hi Ashish,

We need the same for KSA as well.

From: Ashish Dabral <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, 19 May 2022 11:56 AM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha <[email-masked]<mailto:[email-masked]>>; saurabh <[email-masked]<mailto:[email-masked]>>
Subject: Re: April Productivity & Hourly tracker for KSA and India

CAUTION: External email sender. Use care when clicking on links or opening attachments!
Hi Imran,

Here is the attached updated productivity for India Team.

Regards,
Ashish Dabral

________________________________
From: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
To: "Deeksha" <[email-masked]<mailto:[email-masked]>>
Cc: "Ashish Dabral" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, May 18, 2022 1:18:44 PM
Subject: RE: April Productivity & Hourly tracker for KSA and India

Hi Deeksha,

Kindly let me know your availability.

Need to close the invoices on priority.

From: Mohd Imran
Sent: Tuesday, 17 May 2022 3:14 PM
To: Deeksha <[email-masked]<mailto:[email-masked]>>
Cc: Ashish Dabral <[email-masked]<mailto:[email-masked]>>; saurabh <[email-masked]<mailto:[email-masked]>>
Subject: RE: April Productivity & Hourly tracker for KSA and India

Hi @Deeksha<mailto:[email-masked]>,

Can we connect on some clarifications regarding the productivity calculation?

Let me know your availability please.

From: Ashish Dabral <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, 10 May 2022 3:28 PM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Cc: saurabh <[email-masked]<mailto:[email-masked]>>; Deeksha <[email-masked]<mailto:[email-masked]>>
Subject: April Productivity & Hourly tracker for KSA and India
Importance: High

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External email sender, please take precaution.
Hi Imran,

PFA Productivity and hourly tracker for India and KSA for the month of April-2022

Kind regards,

————————————————

Ashish Dabral

LiveSalesman

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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com