Subject: Re: SLA reports
From: Rosette Modiri <[email-masked]>
To: saurabh <[email-masked]>
Date: Tue, 31 Dec 2019 12:18:42 -0700 (MST)

Hi Sir, 

Thank you for forwarding this, we will do our best to improve this customer satisfaction. 

Regards, 
Rosette 

From: "saurabh" <[email-masked]> 
To: "Rosette Modiri" <[email-masked]> 
Sent: Tuesday, 31 December, 2019 23:44:22 
Subject: Fwd: SLA reports 

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 

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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 < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday, December 27, 2019 11:31 PM 
To: Mike Johnson < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Debbie Tan < [ mailto:[email-masked] | [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 

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

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

MJ 

From: Debbie Tan < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, December 26, 2019 5:56 PM 
To: Mike Johnson < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Christine Giver < [ mailto:[email-masked] | [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> 

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