Subject: Re: Email performance
From: "Asad ." <[email-masked]>
To: Urvika Chaudhary <[email-masked]>
Cc: Ekta Jesswani <[email-masked]>, Ibrahim Hashem <[email-masked]>, Rosette Modiri <[email-masked]>, Sara Ahmed <[email-masked]>, deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Fri, 10 Jul 2020 08:53:16 +0400

Hi Urvika,

These numbers are different from what Rosette sent last night. Can you
check and confirm which numbers are accurate?

Asad

On Fri, 10 Jul 2020 at 8:25 AM Urvika Chaudhary <[email-masked]> wrote:

> Hi Asad,
>
> Please find below the performance of the agents on email and chats as on
> 09th July.
>
>
>
> For Tijo and Ankit - as they just got the NS access, they still do not
> have hands-on tools. I will conduct refresher training. And I assure they
> will hit the target today.
>
> chat Good Bad
> Dipayan 126 11 14
> Obiedo 94 15 4
> Ahmed OFF
>
>
> Dipayan- 13 bad ratings were due to transferring the chats to the AR agent.
>
>
> Urvika Chaudhary
> Training Manager
> ------------------------------
> Cherry E-Commerce Services Pvt. Ltd.
> [email-masked]
> www.livesalesman.com
>
>
> ------------------------------
> *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]>
> *Sent: *Thursday, July 9, 2020 12:04:50 PM
> *Subject: *Re: Email performance
>
>
> 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]
> 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* [email-masked]
>
>
> *A* B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE
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>
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>
> *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]
>
> 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* [email-masked]
>
> *A* Cairo, Egypt
>
>
>
>
>
>
>
>
> On Wed, Jul 8, 2020 at 6:34 AM Urvika Chaudhary <[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. *
>
>