Subject: Re: Email performance
From: Urvika Chaudhary <[email-masked]>
To: Asad <[email-masked]>
Cc: deeksha <[email-masked]>, Ekta Jesswani <[email-masked]>, Ibrahim Hashem <[email-masked]>, Rosette Modiri <[email-masked]>, Sara Ahmed <[email-masked]>, saurabh <[email-masked]>
Date: Fri, 10 Jul 2020 22:34:13 -0700 (MST)

Hi Asad, 

For Dipayan- checked the number of Dissatisfaction, all of them were Arabic chats. 

For Obiedo- he did informed me that he is not well. Since we did not had coverage (as Ahmad is on leave) I could not give him an off. 

Urvika Chaudhary 
Training Manager 

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

From: "Urvika Chaudhary" <[email-masked]> 
To: "Asad" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "Ekta Jesswani" <[email-masked]>, "Ibrahim Hashem" <[email-masked]>, "Rosette Modiri" <[email-masked]>, "Sara Ahmed" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Saturday, July 11, 2020 8:44:00 AM 
Subject: Re: Email performance 

Hi Asad, 

Please find below the email and chat performance as on 10/07/2020 

	chat 	Good 	Bad 
Dipayan 	120 	9 	5 
Obiedo 	77 	10 	6 

Urvika Chaudhary 
Training Manager 

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

From: "deeksha" <[email-masked]> 
To: "Asad" <[email-masked]> 
Cc: "Urvika Chaudhary" <[email-masked]>, "Ekta Jesswani" <[email-masked]>, "Ibrahim Hashem" <[email-masked]>, "Rosette Modiri" <[email-masked]>, "Sara Ahmed" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Friday, July 10, 2020 10:35:58 AM 
Subject: Re: Email performance 

Hello Asad, 
The numbers Urvika sent are correct, we took these out from Zendesk this morning. Saurabh cross checked them as well. Rosette sent the numbers when the agents finished their shifts. Zendesk reports take some time to update and hence, at that time reports didn’t reflect the accurate numbers. 

That said, if you see any discrepancy at your end, please let us know so that we can investigate immediately. 

Thanks 
Regards, 
Deeksha 

Sent from my iPhone 

On 10 Jul 2020, at 10:23, Asad . <[email-masked]> wrote: 

BQ_BEGIN

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 < [ mailto:[email-masked] | [email-masked] ] > wrote: 

BQ_BEGIN

Hi Asad, 

Please find below the performance of the agents on email and chats as on 09th July. 

<Report 09.PNG> 

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. 
[ 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] ] >, "Rosette Modiri" < [ mailto:[email-masked] | [email-masked] ] >, "Ibrahim Hashem" < [ mailto:[email-masked] | [email-masked] ] >, "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "deeksha" < [ mailto:[email-masked] | [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. 
[ 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] ] >, "Rosette Modiri" < [ mailto:[email-masked] | [email-masked] ] >, "Ibrahim Hashem" < [ mailto:[email-masked] | [email-masked] ] >, "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "deeksha" < [ mailto:[email-masked] | [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.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: Thursday, 9 July 2020 at 8:08 AM 
To: Asad < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Ekta Jesswani < [ mailto:[email-masked] | [email-masked] ] >, Sara Ahmed < [ mailto:[email-masked] | [email-masked] ] >, Rosette Modiri < [ mailto:[email-masked] | [email-masked] ] >, Ibrahim Hashem < [ mailto:[email-masked] | [email-masked] ] >, saurabh < [ mailto:[email-masked] | [email-masked] ] >, deeksha < [ mailto:[email-masked] | [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. 
[ 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: 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: 

BQ_BEGIN

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. 

BQ_END

BQ_END

BQ_END