From: Urvika Chaudhary <[email-masked]>
Date: Thu, 9 Jul 2020 01:59:55 -0700 (MST)

Challenges to meet the target- 

The agents were missing on the complete access to the tools. The NetSuite credentials are still not created. However, after the discussion with Asadad we are using the Netsuite credentials of the evening shift agents. Because of ths the target set for the agents was 40-45 cases per day. 

The agents do not have sufficient EN cases to work on the assigned folders. We discussed this with Ekta and they have decided to provide us access to cc- unassigned folder so that we can manually assign English cases to the agents. 

On chats - AR chats are falling to EN expert and thus the dsat rating for this customer is high. 

Soft skills- we are monitoring and coaching the agents on chat and are emphasizing to follow the shared quality parameters. 

One of the agent in evening shift is not keeping well. we have decided to replace him with a backup 

Urvika Chaudhary 
Training Manager 

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