Subject: Re: Email performance
From: Urvika Chaudhary <[email-masked]>
To: Asad <[email-masked]>
Cc: Ekta Jesswani <[email-masked]>, Sara Ahmed <[email-masked]>, Rosette Modiri <[email-masked]>, Ibrahim Hashem <[email-masked]>, saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Wed, 8 Jul 2020 23:34:50 -0700 (MST)

Hi Asad, 

We really apologize for the highlighted performance. 

We have been ensuring that the agents meet their set target however, there are few challenges that we have shared with the team. 

The data fetched from the zendesk is inaccurate and therefore we have maintained a productivity tracker internally to see the accurate numbers that the agents work on. The following were the counts for the agents yesterday as displayed in the productivity tracker- 

Ankit 52 
Atul 54 
Ashutosh 55 
Tijo 30 

Tijo took a half day yesterday as he was not keeping well. 

I agree that the agents are not meeting the set target. However, we did highlight this to the in-house team that the English language tickets available in our assigned folder are low in numbers. 

Do we have a provision wherein the team can manually assign 80-90 tickets per day to our agents rather than the agents grabbing the tickets themselves? 

Thanks&regards 
Urvika Chaudhary 
Training Manager 

Cherry E-Commerce Services Pvt. Ltd. 
[email-masked] 
[ http://www.livesalesman.com/ | www.livesalesman.com ] 

From: "Asad" <[email-masked]> 
To: "Urvika Chaudhary" <[email-masked]> 
Cc: "Ekta Jesswani" <[email-masked]>, "Sara Ahmed" <[email-masked]>, "Rosette Modiri" <[email-masked]>, "Ibrahim Hashem" <[email-masked]>, "saurabh" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Thursday, July 9, 2020 11:34:42 AM 
Subject: Re: Email performance 

Hi Urvika, 

We are discussing and asking the same questions daily. Why the performance is so low? Every day I hear we will talk to the agents and will improve but actually I don’t see it improving. 

Below 50 tickets on the first month is half pay and below 30 in no pay. You need to understand that these number of public comments are extremely low and this performance is not acceptable. 

Kind Regards, 

Asad Pirzada 
Chief Operations Officer 

M +971 504 09 5386 
E [ mailto:[email-masked] | [email-masked] ] 

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE 

[ https://www.instagram.com/mumzworldcom/ ] [ https://www.facebook.com/mumzworld ] [ https://www.youtube.com/user/MumZworld ] [ https://www.snapchat.com/add/mumzworld.com ] [ https://twitter.com/mumzworld ] 

[ https://www.mumzworld.com/en/ ] 

[ https://www.mumzworld.com/en/media-and-press ] 

Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution of this information is prohibited, and may be punishable by law. If this was sent to you in error, please notify the sender by reply e-mail and destroy all copies of the original message. Please consider the environment before printing this e-mail. 

From: Urvika Chaudhary <[email-masked]> 
Date: Thursday, 9 July 2020 at 8:08 AM 
To: Asad <[email-masked]> 
Cc: Ekta Jesswani <[email-masked]>, Sara Ahmed <[email-masked]>, Rosette Modiri <[email-masked]>, Ibrahim Hashem <[email-masked]>, saurabh <[email-masked]>, deeksha <[email-masked]> 
Subject: Re: Email performance 

Hi Asad, 

Please find below the email and chat performance for 8th July. 

8July 	

Public Comment 	

Resolved 		

Ankit 	

31 	

26 		

Atul 	

42 	

37 		

Ashutosh 	

33 	

32 		

Tijo 	

29 	

25 		

			

chat 	

Good 	

Bad 

Dipayan 	

142 	

9 	

17 

Obiedo 	

OFF 		

Ahmed 	

OFF 		

Urvika Chaudhary 
Training Manager 

Cherry E-Commerce Services Pvt. Ltd. 
[email-masked] 

[ http://www.livesalesman.com/ | www.livesalesman.com ] 

From: "Ibrahim Hashem" <[email-masked]> 
To: "Urvika Chaudhary" <[email-masked]> 
Cc: "Asad" <[email-masked]>, "Ekta Jesswani" <[email-masked]>, "Sara Ahmed" <[email-masked]>, "Rosette Modiri" <[email-masked]> 
Sent: Wednesday, July 8, 2020 10:18:32 AM 
Subject: Re: Email performance 

Hi Urvika, 

We are actually working on this at the moment to provide the correct and most accurate numbers but in the meantime we can use the "Solved Tickets", "Public Comments" and "Private Comments" separately. 

Regarding how to check whether it is duplicated or not, it can be done manually by downloading the ticket IDs for the "Solved Tickets" and the "Public Comments" then check the duplicates to know which cases are solved by adding a public note. 

Thank you. 

Best Regards, 

Ibrahim El-Safty 

MIS Leader 

P +20 100 654 1878 E [ mailto:[email-masked] | [email-masked] ] 

A Cairo, Egypt 

On Wed, Jul 8, 2020 at 6:34 AM Urvika Chaudhary < [ mailto:[email-masked] | [email-masked] ] > wrote: 

Hi Ibrahim, 

Thank you for clarifying this. 

Please let us know the procedure to check the duplicate tickets. 

Below is the count for 07th July. The resolved cases are still not seperated in the below count. 

7July 	

Public Comment 	

Resolved 		

Ankit 	

OFF 	

OFF 		

Atul 	

45 	

40 		

Ashutosh 	

0 	

47 		

Tijo 	

38 	

34 		

			

chat 	

Good 	

Bad 

Dipayan 	

159 	

15 	

17 

Obiedo 	

126 	

19 	

8 

Ahmed 	

44 	

7 	

2 

Urvika Chaudhary 
Training Manager 

Cherry E-Commerce Services Pvt. Ltd. 
[ mailto:[email-masked] | [email-masked] ] 

[ http://www.livesalesman.com/ | www.livesalesman.com ] 

From: "Ibrahim Hashem" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Urvika Chaudhary" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Asad" < [ mailto:[email-masked] | [email-masked] ] >, "Ekta Jesswani" < [ mailto:[email-masked] | [email-masked] ] >, "Sara Ahmed" < [ mailto:[email-masked] | [email-masked] ] >, "Rosette Modiri" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, July 7, 2020 12:31:07 PM 
Subject: Re: Email performance 

Hi Urvika, 

We know that some of the resolved tickets are separated from the public comments, however, this doesn't mean that all the resolved tickets are separated from the public comments because some cases are resolved without adding any note (should be added to the public comments number) while the tickets that got resolved after adding a public note (shouldn't be added to the resolved tickets because it is already counted in the public comments). 

For more details please check the attached file as an example with some samples "Ticket Ids" for Atul's performance on the 6th of July 2020. 

Thank you. 

Best Regards, 

Ibrahim El-Safty 

MIS Leader 

P +20 100 654 1878 E [ mailto:[email-masked] | [email-masked] ] 

A Cairo, Egypt 

On Tue, Jul 7, 2020 at 7:01 AM Urvika Chaudhary < [ mailto:[email-masked] | [email-masked] ] > wrote: 

BQ_BEGIN

Hi Asad, 

Both Public comment and Resolved tickets are seperate. 

Please find below the images for reference. 

Please find the above chart- The blue circle depicts the ticket solved whereas the green circle depicts the public comments. 

Urvika Chaudhary 
Training Manager 

Cherry E-Commerce Services Pvt. Ltd. 
[ mailto:[email-masked] | [email-masked] ] 

[ http://www.livesalesman.com/ | www.livesalesman.com ] 

From: "Asad" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Urvika Chaudhary" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Ekta Jesswani" < [ mailto:[email-masked] | [email-masked] ] >, "Sara Ahmed" < [ mailto:[email-masked] | [email-masked] ] >, "Ibrahim Hashem" < [ mailto:[email-masked] | [email-masked] ] >, "Rosette Modiri" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, July 7, 2020 10:11:22 AM 
Subject: Re: Email performance 

Thanks Urvika, 

Do you add public comments separate from resolved? Does resolved also include tickets with public comments? 

Ibrahim, how are we reporting this for others? 

Kind Regards, 

Asad Pirzada 
Chief Operations Officer 

M +971 504 09 5386 
E [ mailto:[email-masked] | [email-masked] ] 

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE 

[ https://www.instagram.com/mumzworldcom/ ] [ https://www.facebook.com/mumzworld ] [ https://www.youtube.com/user/MumZworld ] [ https://www.snapchat.com/add/mumzworld.com ] [ https://twitter.com/mumzworld ] 

[ https://www.mumzworld.com/en/ ] 

[ https://www.mumzworld.com/en/media-and-press ] 

Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution of this information is prohibited, and may be punishable by law. If this was sent to you in error, please notify the sender by reply e-mail and destroy all copies of the original message. Please consider the environment before printing this e-mail. 

From: Urvika Chaudhary < [ mailto:[email-masked] | [email-masked] ] > 
Date: Tuesday, 7 July 2020 at 8:05 AM 
To: Asad < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Ekta Jesswani < [ mailto:[email-masked] | [email-masked] ] >, Sara Ahmed < [ mailto:[email-masked] | [email-masked] ] >, Ibrahim Hashem < [ mailto:[email-masked] | [email-masked] ] >, Rosette Modiri < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: Email performance 

Hi Asad, 

PLease find below the email and chat performance for 6th July. 

					

6July 	

Public Comment 	

Resolved 		

Ankit 	

28 	

53 		

81 

Atul 	

56 	

41 		

97 

Ashutosh 	

40 	

35 		

75 

Tijo 	

43 	

36 		

79 

			

chat 	

Good 	

Bad 

Dipayan 	

154 	

21 	

5 

Obiedo 	

108 	

22 	

1 

Ahmed 	

89 	

8 	

4 

Urvika Chaudhary 
Training Manager 

Cherry E-Commerce Services Pvt. Ltd. 
[ mailto:[email-masked] | [email-masked] ] 

[ http://www.livesalesman.com/ | www.livesalesman.com ] 

From: "Urvika Chaudhary" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Asad" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Ekta Jesswani" < [ mailto:[email-masked] | [email-masked] ] >, "Sara Ahmed" < [ mailto:[email-masked] | [email-masked] ] >, "Ibrahim Hashem" < [ mailto:[email-masked] | [email-masked] ] >, "Rosette Modiri" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, July 6, 2020 1:21:20 PM 
Subject: Re: Email performance 

Hi Asad, 

Please find below the email & chat performance for 3rd 4th and 5th of July 

		

3July 	

Public Comment 	

Resolved 		

Ankit 	

34 	

25 		

59 

Atul 	

54 	

43 		

97 

Ashutosh 	

33 	

25 		

58 

Tijo 	

36 	

28 		

64 

			

chat 	

Good 	

Bad 

Dipayan 	

102 	

9 	

4 

Obiedo 	

82 	

9 	

5 

Ahmed 	

OFF 		

		

4July 	

Public Comment 	

Resolved 		

Ankit 	

0 	

30 		

30 

Atul 	

OFF 	

OFF 		

0 

Ashutosh 	

0 	

36 		

36 

Tijo 	

37 	

25 		

62 

			

chat 	

Good 	

Bad 

Dipayan 	

OFF 		

Obiedo 	

106 	

15 	

4 

Ahmed 	

89 	

10 	

3 

					

5July 	

Public Comment 	

Resolved 		

Ankit 	

0 	

21 		

21 

Atul 	

63 	

47 		

110 

Ashutosh 	

50 	

43 		

93 

Tijo 	

OFF 	

OFF 		

0 

			

chat 	

Good 	

Bad 

Dipayan 	

132 	

11 	

7 

Obiedo 	

91 	

11 	

4 

Ahmed 	

90 	

12 	

7 

Urvika Chaudhary 
Training Manager 

Cherry E-Commerce Services Pvt. Ltd. 
[ mailto:[email-masked] | [email-masked] ] 

[ http://www.livesalesman.com/ | www.livesalesman.com ] 

From: "Asad" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Urvika Chaudhary" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Ekta Jesswani" < [ mailto:[email-masked] | [email-masked] ] >, "Sara Ahmed" < [ mailto:[email-masked] | [email-masked] ] >, "Ibrahim Hashem" < [ mailto:[email-masked] | [email-masked] ] >, "Rosette Modiri" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, July 1, 2020 11:03:59 AM 
Subject: Re: Email performance 

Hi Urvika, Thanks. 

Chat satisfaction for all agents are very low. This needs to be fixed. 

Kind Regards, 

Asad Pirzada 
Chief Operations Officer 

M +971 504 09 5386 
E [ mailto:[email-masked] | [email-masked] ] 

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE 

[ https://www.instagram.com/mumzworldcom/ | Error! Filename
 not specified. ] [ https://www.facebook.com/mumzworld | Error!
 Filename not specified. ] [ https://www.youtube.com/user/MumZworld | Error!
 Filename not specified. ] [ https://www.snapchat.com/add/mumzworld.com | Error!
 Filename not specified. ] [ https://twitter.com/mumzworld | Error!
 Filename not specified. ] 

[ https://www.mumzworld.com/en/ | Error!
 Filename not specified. ] 

[ https://www.mumzworld.com/en/media-and-press | Error!
 Filename not specified. ] 

Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution of this information is prohibited, and may be punishable by law. If this was sent to you in error, please notify the sender by reply e-mail and destroy all copies of the original message. Please consider the environment before printing this e-mail. 

From: Urvika Chaudhary < [ mailto:[email-masked] | [email-masked] ] > 
Date: Wednesday, 1 July 2020 at 7:57 AM 
To: Asad < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Ekta Jesswani < [ mailto:[email-masked] | [email-masked] ] >, Sara Ahmed < [ mailto:[email-masked] | [email-masked] ] >, Ibrahim Hashem < [ mailto:[email-masked] | [email-masked] ] >, Rosette Modiri < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: Email performance 

Hi Asad, 

Please find below the count for the agents as on 30th June 

30June 

Public Comment 	

Resolved 

Ankit 	

OFF 	

OFF 

Atul 	

51 	

52 

Ashutosh 	

48 	

44 

Tijo 	

44 	

34 

		

chat 

Dipayan 	

149 

Obiedo 	

94 

Ahmed 	

93 

Urvika Chaudhary 
Training Manager 

Cherry E-Commerce Services Pvt. Ltd. 
Error! Filename not specified. [ mailto:[email-masked] | [email-masked] ] 

[ http://www.livesalesman.com/ | www.livesalesman.com ] 

From: "Asad" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Urvika Chaudhary" < [ mailto:[email-masked] | [email-masked] ] >, "Ekta Jesswani" < [ mailto:[email-masked] | [email-masked] ] >, "Sara Ahmed" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Ibrahim Hashem" < [ mailto:[email-masked] | [email-masked] ] >, "Rosette Modiri" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, June 30, 2020 2:30:53 PM 
Subject: Re: Email performance 

Hi Ekta, Are you able to give access to these 2 agents? Or is it done by Sara? 

Tijo and Ankit have still not received the credentials 

Kind Regards, 

Asad Pirzada 
Chief Operations Officer 

M +971 504 09 5386 
E [ mailto:[email-masked] | [email-masked] ] 

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE 

[ https://www.instagram.com/mumzworldcom/ | Error! Filename
 not specified. ] [ https://www.facebook.com/mumzworld | Error!
 Filename not specified. ] [ https://www.youtube.com/user/MumZworld | Error!
 Filename not specified. ] [ https://www.snapchat.com/add/mumzworld.com | Error!
 Filename not specified. ] [ https://twitter.com/mumzworld | Error!
 Filename not specified. ] 

[ https://www.mumzworld.com/en/ | Error!
 Filename not specified. ] 

[ https://www.mumzworld.com/en/media-and-press | Error!
 Filename not specified. ] 

Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution of this information is prohibited, and may be punishable by law. If this was sent to you in error, please notify the sender by reply e-mail and destroy all copies of the original message. Please consider the environment before printing this e-mail. 

From: Urvika Chaudhary < [ mailto:[email-masked] | [email-masked] ] > 
Date: Tuesday, 30 June 2020 at 12:54 PM 
To: Asad < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Ibrahim Hashem < [ mailto:[email-masked] | [email-masked] ] >, Rosette Modiri < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: Email performance 

Yes, just 2 of them 

Ashutosh and Atul- Started working on Netsuite from yesterday. 

Tijo and Ankit have still not received the credentials \ 

Urvika Chaudhary 
Training Manager 

Cherry E-Commerce Services Pvt. Ltd. 
Error! Filename not specified. [ mailto:[email-masked] | [email-masked] ] 

[ http://www.livesalesman.com/ | www.livesalesman.com ] 

From: "Asad" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Urvika Chaudhary" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Ibrahim Hashem" < [ mailto:[email-masked] | [email-masked] ] >, "Rosette Modiri" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, June 30, 2020 2:13:22 PM 
Subject: Re: Email performance 

Do they have the access now? 

Kind Regards, 

Asad Pirzada 
Chief Operations Officer 

M +971 504 09 5386 
E [ mailto:[email-masked] | [email-masked] ] 

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE 

[ https://www.instagram.com/mumzworldcom/ | Error! Filename
 not specified. ] [ https://www.facebook.com/mumzworld | Error!
 Filename not specified. ] [ https://www.youtube.com/user/MumZworld | Error!
 Filename not specified. ] [ https://www.snapchat.com/add/mumzworld.com | Error!
 Filename not specified. ] [ https://twitter.com/mumzworld | Error!
 Filename not specified. ] 

[ https://www.mumzworld.com/en/ | Error!
 Filename not specified. ] 

[ https://www.mumzworld.com/en/media-and-press | Error!
 Filename not specified. ] 

Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution of this information is prohibited, and may be punishable by law. If this was sent to you in error, please notify the sender by reply e-mail and destroy all copies of the original message. Please consider the environment before printing this e-mail. 

From: Urvika Chaudhary < [ mailto:[email-masked] | [email-masked] ] > 
Date: Tuesday, 30 June 2020 at 12:39 PM 
To: Asad < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Ibrahim Hashem < [ mailto:[email-masked] | [email-masked] ] >, Rosette Modiri < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: Email performance 

Hi Asasd, 

As already discussed the agents did not have the access to NetSuite and hence have to get back to us on almost every case. 

This has been discussed with Amir Rodina and Ekta and the set target for agents without Netsuite is 40-45 cases per day. 

Urvika Chaudhary 
Training Manager 

Cherry E-Commerce Services Pvt. Ltd. 
Error! Filename not specified. [ mailto:[email-masked] | [email-masked] ] 

[ http://www.livesalesman.com/ | www.livesalesman.com ] 

From: "Asad" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Urvika Chaudhary" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Ibrahim Hashem" < [ mailto:[email-masked] | [email-masked] ] >, "Rosette Modiri" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, June 30, 2020 2:05:26 PM 
Subject: Re: Email performance 

Hi Urvika, These numbers are very low. What are the reasons for such low productivity? 

Kind Regards, 

Asad Pirzada 
Chief Operations Officer 

M +971 504 09 5386 
E [ mailto:[email-masked] | [email-masked] ] 

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE 

[ https://www.instagram.com/mumzworldcom/ | Error! Filename
 not specified. ] [ https://www.facebook.com/mumzworld | Error!
 Filename not specified. ] [ https://www.youtube.com/user/MumZworld | Error!
 Filename not specified. ] [ https://www.snapchat.com/add/mumzworld.com | Error!
 Filename not specified. ] [ https://twitter.com/mumzworld | Error!
 Filename not specified. ] 

[ https://www.mumzworld.com/en/ | Error!
 Filename not specified. ] 

[ https://www.mumzworld.com/en/media-and-press | Error!
 Filename not specified. ] 

Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution of this information is prohibited, and may be punishable by law. If this was sent to you in error, please notify the sender by reply e-mail and destroy all copies of the original message. Please consider the environment before printing this e-mail. 

From: Urvika Chaudhary < [ mailto:[email-masked] | [email-masked] ] > 
Date: Tuesday, 30 June 2020 at 12:12 PM 
To: Asad < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Ibrahim Hashem < [ mailto:[email-masked] | [email-masked] ] >, Rosette Modiri < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Email performance 

Hi Asad, 

As discussed, please find below the email served by the agents as on 28th and 29th June. 

28June 	

29 June 	

Public Comment 	

Resolved 	

Public Comment 	

Resolved 	

Ankit 	

39 	

29 	

42 	

27 	

Atul 	

22 	

29 	

43 	

30 	

Ashutosh 	

19 	

15 	

19 	

13 	

Tijo 	

OFF 	

OFF 	

33 	

23 	

Please let me know for any further clarification 

Urvika Chaudhary 
Training Manager 

Cherry E-Commerce Services Pvt. Ltd. 
Error! Filename not specified. [ mailto:[email-masked] | [email-masked] ] 

[ http://www.livesalesman.com/ | www.livesalesman.com ] 

BQ_END