Subject: Fwd: SLA reports
From: Saurabh Dadu <[email-masked]>
To: Rosette Modiri <[email-masked]>
Date: Tue, 31 Dec 2019 18:14:22 +0000

Regards,

Saurabh Dadu
LiveSalesman

Begin forwarded message:

From: Debbie Tan <[email-masked]>
Date: 31 December 2019 at 11:37:13 PM IST
To: Mike Johnson <[email-masked]>, Saurabh Dadu <[email-masked]>
Subject: RE:  SLA reports

Not a problem. Had talked about this with Saurabh directly as well.

Saurabh, for your reference, here are some chat data from the past few days:

Friday 12/27 – 478 total chats, 14 missed chat, 42% held over 1 minute, 77.8% customer satisfaction (54 rated)
Saturday 12/28 – 260 total chats, 6 missed chats, 43% held over 1 minute, 67.9% customer satisfaction (28 rated)
Sunday 12/29 – 158 total chats, 2 missed chats, 24% held over 1 minute, 100% customer satisfaction (10 rated)
Monday 12/30 – 372 total chats, 6 missed chats, 33% held over 1 minute, 83.1% customer satisfaction (59 rated)

As you can see, satisfaction continues to be an issue, with exception to Sunday, the slower day.
I know we can do better.

Debbie Tan
Pro-Com Products, Inc.

From: Mike Johnson <[email-masked]>
Sent: Tuesday, December 31, 2019 7:48 AM
To: Saurabh Dadu <[email-masked]>
Cc: Debbie Tan <[email-masked]>
Subject: RE: SLA reports

Debbie,

Can you send the data below to Saurabh weekly please??

TY

MJ

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Friday, December 27, 2019 11:31 PM
To: Mike Johnson <[email-masked]<mailto:[email-masked]>>
Cc: Debbie Tan <[email-masked]<mailto:[email-masked]>>
Subject: Re: SLA reports

Hi Mike,

Thanks for sending this across. This is the first time we’ve seen this report. If I may ask to get these periodically. Now we know where we stand as of now, and will make sure to meet OT beat the targets.
Regards,

Saurabh Dadu
LiveSalesman

On 28-Dec-2019, at 2:13 AM, Mike Johnson <[email-masked]<mailto:[email-masked]>> wrote:

Saurabh,

Please advise on progress being made with feedback from Debbie and Christine related to Chat Satisfaction %.

MJ
From: Debbie Tan <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, December 26, 2019 5:56 PM
To: Mike Johnson <[email-masked]<mailto:[email-masked]>>
Cc: Christine Giver <[email-masked]<mailto:[email-masked]>>
Subject: SLA reports
Importance: High

Dec Chat satisfaction numbers are suffering, while we continue to send corrections and notes.

Dec 1 – 21:

SLA
Actual
Hold over 1 min
35%
32%
Avg response time
65s
51.62s
Avg first response time
70s
31.79s
Satisfaction
90%
81%

Debbie Tan
Pro-Com Products, Inc.

<Live Chat Statistics 2019 - ALL.xlsx>