Subject: Re: Email performance
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]>
Date: Thu, 9 Jul 2020 06:04:42 +0000

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]<mailto:[email-masked]>

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE
[instagram]<https://www.instagram.com/mumzworldcom/> [facebook] <https://www.facebook.com/mumzworld>  [youtube] <https://www.youtube.com/user/MumZworld>  [snapchat] <https://www.snapchat.com/add/mumzworld.com>  [twitter] <https://twitter.com/mumzworld>
[mumzworld logo]<https://www.mumzworld.com/en/>
[mumzworld awards]<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 <[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<http://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]<mailto:[email-masked]>
A Cairo, Egypt

[Image removed by sender.]

On Wed, Jul 8, 2020 at 6:34 AM Urvika Chaudhary <[email-masked]<mailto:[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.
[email-masked]<mailto:[email-masked]>
www.livesalesman.com<http://www.livesalesman.com/>

________________________________
From: "Ibrahim Hashem" <[email-masked]<mailto:[email-masked]>>
To: "Urvika Chaudhary" <[email-masked]<mailto:[email-masked]>>
Cc: "Asad" <[email-masked]<mailto:[email-masked]>>, "Ekta Jesswani" <[email-masked]<mailto:[email-masked]>>, "Sara Ahmed" <[email-masked]<mailto:[email-masked]>>, "Rosette Modiri" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, July 7, 2020 12:31:07 PM
Subject: Re: Email performance

Hi Urvika,
   We know that some of the resolved tickets are separated from the public comments, however, this doesn't mean that all the resolved tickets are separated from the public comments because some cases are resolved without adding any note (should be added to the public comments number) while the tickets that got resolved after adding a public note (shouldn't be added to the resolved tickets because it is already counted in the public comments).

For more details please check the attached file as an example with some samples "Ticket Ids" for Atul's performance on the 6th of July 2020.

Thank you.

Best Regards,
Ibrahim El-Safty
MIS Leader
P +20 100 654 1878   E [email-masked]<mailto:[email-masked]>
A Cairo, Egypt

[Image removed by sender.]

On Tue, Jul 7, 2020 at 7:01 AM Urvika Chaudhary <[email-masked]<mailto:[email-masked]>> wrote:
Hi Asad,

Both Public comment and Resolved tickets are seperate.

Please find below the images for reference.

Please find the above chart- The blue circle depicts the ticket solved whereas the green circle depicts the public comments.

Urvika Chaudhary
Training Manager
________________________________
Cherry E-Commerce Services Pvt. Ltd.
[email-masked]<mailto:[email-masked]>
www.livesalesman.com<http://www.livesalesman.com/>

________________________________
From: "Asad" <[email-masked]<mailto:[email-masked]>>
To: "Urvika Chaudhary" <[email-masked]<mailto:[email-masked]>>
Cc: "Ekta Jesswani" <[email-masked]<mailto:[email-masked]>>, "Sara Ahmed" <[email-masked]<mailto:[email-masked]>>, "Ibrahim Hashem" <[email-masked]<mailto:[email-masked]>>, "Rosette Modiri" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, July 7, 2020 10:11:22 AM
Subject: Re: Email performance

Thanks Urvika,

Do you add public comments separate from resolved? Does resolved also include tickets with public comments?

Ibrahim, how are we reporting this for others?

Kind Regards,
Asad Pirzada
Chief Operations Officer
M  +971 504 09 5386
E [email-masked]<mailto:[email-masked]>

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE
[instagram]<https://www.instagram.com/mumzworldcom/> [facebook] <https://www.facebook.com/mumzworld>  [youtube] <https://www.youtube.com/user/MumZworld>  [snapchat] <https://www.snapchat.com/add/mumzworld.com>  [twitter] <https://twitter.com/mumzworld>
[mumzworld logo]<https://www.mumzworld.com/en/>
[mumzworld awards]<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 <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 7 July 2020 at 8:05 AM
To: Asad <[email-masked]<mailto:[email-masked]>>
Cc: Ekta Jesswani <[email-masked]<mailto:[email-masked]>>, Sara Ahmed <[email-masked]<mailto:[email-masked]>>, Ibrahim Hashem <[email-masked]<mailto:[email-masked]>>, Rosette Modiri <[email-masked]<mailto:[email-masked]>>
Subject: Re: Email performance

Hi Asad,

PLease find below the email and chat performance for 6th July.

6July
Public Comment
Resolved
Ankit
28
53
81
Atul
56
41
97
Ashutosh
40
35
75
Tijo
43
36
79
chat
Good
Bad
Dipayan
154
21
5
Obiedo
108
22
1
Ahmed
89
8
4

Urvika Chaudhary
Training Manager
________________________________
Cherry E-Commerce Services Pvt. Ltd.
[email-masked]<mailto:[email-masked]>
www.livesalesman.com<http://www.livesalesman.com/>

________________________________
From: "Urvika Chaudhary" <[email-masked]<mailto:[email-masked]>>
To: "Asad" <[email-masked]<mailto:[email-masked]>>
Cc: "Ekta Jesswani" <[email-masked]<mailto:[email-masked]>>, "Sara Ahmed" <[email-masked]<mailto:[email-masked]>>, "Ibrahim Hashem" <[email-masked]<mailto:[email-masked]>>, "Rosette Modiri" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, July 6, 2020 1:21:20 PM
Subject: Re: Email performance

Hi Asad,

Please find below the email & chat performance for 3rd 4th and 5th of July

3July
Public Comment
Resolved
Ankit
34
25
59
Atul
54
43
97
Ashutosh
33
25
58
Tijo
36
28
64
chat
Good
Bad
Dipayan
102
9
4
Obiedo
82
9
5
Ahmed
OFF

4July
Public Comment
Resolved
Ankit
0
30
30
Atul
OFF
OFF
0
Ashutosh
0
36
36
Tijo
37
25
62
chat
Good
Bad
Dipayan
OFF
Obiedo
106
15
4
Ahmed
89
10
3

5July
Public Comment
Resolved
Ankit
0
21
21
Atul
63
47
110
Ashutosh
50
43
93
Tijo
OFF
OFF
0
chat
Good
Bad
Dipayan
132
11
7
Obiedo
91
11
4
Ahmed
90
12
7

Urvika Chaudhary
Training Manager
________________________________
Cherry E-Commerce Services Pvt. Ltd.
[email-masked]<mailto:[email-masked]>
www.livesalesman.com<http://www.livesalesman.com/>

________________________________
From: "Asad" <[email-masked]<mailto:[email-masked]>>
To: "Urvika Chaudhary" <[email-masked]<mailto:[email-masked]>>
Cc: "Ekta Jesswani" <[email-masked]<mailto:[email-masked]>>, "Sara Ahmed" <[email-masked]<mailto:[email-masked]>>, "Ibrahim Hashem" <[email-masked]<mailto:[email-masked]>>, "Rosette Modiri" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, July 1, 2020 11:03:59 AM
Subject: Re: Email performance

Hi Urvika, Thanks.

Chat satisfaction for all agents are very low. This needs to be fixed.

Kind Regards,
Asad Pirzada
Chief Operations Officer
M  +971 504 09 5386
E [email-masked]<mailto:[email-masked]>

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE
Error! Filename not specified.<https://www.instagram.com/mumzworldcom/> Error! Filename not specified.<https://www.facebook.com/mumzworld> Error! Filename not specified.<https://www.youtube.com/user/MumZworld> Error! Filename not specified.<https://www.snapchat.com/add/mumzworld.com> Error! Filename not specified.<https://twitter.com/mumzworld>
Error! Filename not specified.<https://www.mumzworld.com/en/>
Error! Filename not specified.<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 <[email-masked]<mailto:[email-masked]>>
Date: Wednesday, 1 July 2020 at 7:57 AM
To: Asad <[email-masked]<mailto:[email-masked]>>
Cc: Ekta Jesswani <[email-masked]<mailto:[email-masked]>>, Sara Ahmed <[email-masked]<mailto:[email-masked]>>, Ibrahim Hashem <[email-masked]<mailto:[email-masked]>>, Rosette Modiri <[email-masked]<mailto:[email-masked]>>
Subject: Re: Email performance

Hi Asad,

Please find below the count for the agents as on 30th June
30June
Public Comment
Resolved
Ankit
OFF
OFF
Atul
51
52
Ashutosh
48
44
Tijo
44
34

chat
Dipayan
149
Obiedo
94
Ahmed
93

Urvika Chaudhary
Training Manager
________________________________
Cherry E-Commerce Services Pvt. Ltd.
Error! Filename not [email-masked]<mailto:[email-masked]>
www.livesalesman.com<http://www.livesalesman.com/>

________________________________
From: "Asad" <[email-masked]<mailto:[email-masked]>>
To: "Urvika Chaudhary" <[email-masked]<mailto:[email-masked]>>, "Ekta Jesswani" <[email-masked]<mailto:[email-masked]>>, "Sara Ahmed" <[email-masked]<mailto:[email-masked]>>
Cc: "Ibrahim Hashem" <[email-masked]<mailto:[email-masked]>>, "Rosette Modiri" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, June 30, 2020 2:30:53 PM
Subject: Re: Email performance

Hi Ekta, Are you able to give access to these 2 agents? Or is it done by Sara?

Tijo and Ankit have still not received the credentials

Kind Regards,
Asad Pirzada
Chief Operations Officer
M  +971 504 09 5386
E [email-masked]<mailto:[email-masked]>

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE
Error! Filename not specified.<https://www.instagram.com/mumzworldcom/> Error! Filename not specified.<https://www.facebook.com/mumzworld> Error! Filename not specified.<https://www.youtube.com/user/MumZworld> Error! Filename not specified.<https://www.snapchat.com/add/mumzworld.com> Error! Filename not specified.<https://twitter.com/mumzworld>
Error! Filename not specified.<https://www.mumzworld.com/en/>
Error! Filename not specified.<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 <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 30 June 2020 at 12:54 PM
To: Asad <[email-masked]<mailto:[email-masked]>>
Cc: Ibrahim Hashem <[email-masked]<mailto:[email-masked]>>, Rosette Modiri <[email-masked]<mailto:[email-masked]>>
Subject: Re: Email performance

Yes, just 2 of them

Ashutosh and Atul- Started working on Netsuite from yesterday.

Tijo and Ankit have still not received the credentials \

Urvika Chaudhary
Training Manager
________________________________
Cherry E-Commerce Services Pvt. Ltd.
Error! Filename not [email-masked]<mailto:[email-masked]>
www.livesalesman.com<http://www.livesalesman.com/>

________________________________
From: "Asad" <[email-masked]<mailto:[email-masked]>>
To: "Urvika Chaudhary" <[email-masked]<mailto:[email-masked]>>
Cc: "Ibrahim Hashem" <[email-masked]<mailto:[email-masked]>>, "Rosette Modiri" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, June 30, 2020 2:13:22 PM
Subject: Re: Email performance

Do they have the access now?

Kind Regards,
Asad Pirzada
Chief Operations Officer
M  +971 504 09 5386
E [email-masked]<mailto:[email-masked]>

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE
Error! Filename not specified.<https://www.instagram.com/mumzworldcom/> Error! Filename not specified.<https://www.facebook.com/mumzworld> Error! Filename not specified.<https://www.youtube.com/user/MumZworld> Error! Filename not specified.<https://www.snapchat.com/add/mumzworld.com> Error! Filename not specified.<https://twitter.com/mumzworld>
Error! Filename not specified.<https://www.mumzworld.com/en/>
Error! Filename not specified.<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 <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 30 June 2020 at 12:39 PM
To: Asad <[email-masked]<mailto:[email-masked]>>
Cc: Ibrahim Hashem <[email-masked]<mailto:[email-masked]>>, Rosette Modiri <[email-masked]<mailto:[email-masked]>>
Subject: Re: Email performance

Hi Asasd,

As already discussed the agents did not have the access to NetSuite and hence have to get back to us on almost every case.

This has been discussed with Amir Rodina and Ekta and the set target for agents without Netsuite is 40-45 cases per day.
Urvika Chaudhary
Training Manager
________________________________
Cherry E-Commerce Services Pvt. Ltd.
Error! Filename not [email-masked]<mailto:[email-masked]>
www.livesalesman.com<http://www.livesalesman.com/>

________________________________
From: "Asad" <[email-masked]<mailto:[email-masked]>>
To: "Urvika Chaudhary" <[email-masked]<mailto:[email-masked]>>
Cc: "Ibrahim Hashem" <[email-masked]<mailto:[email-masked]>>, "Rosette Modiri" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, June 30, 2020 2:05:26 PM
Subject: Re: Email performance

Hi Urvika, These numbers are very low. What are the reasons for such low productivity?

Kind Regards,
Asad Pirzada
Chief Operations Officer
M  +971 504 09 5386
E [email-masked]<mailto:[email-masked]>

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE
Error! Filename not specified.<https://www.instagram.com/mumzworldcom/> Error! Filename not specified.<https://www.facebook.com/mumzworld> Error! Filename not specified.<https://www.youtube.com/user/MumZworld> Error! Filename not specified.<https://www.snapchat.com/add/mumzworld.com> Error! Filename not specified.<https://twitter.com/mumzworld>
Error! Filename not specified.<https://www.mumzworld.com/en/>
Error! Filename not specified.<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 <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 30 June 2020 at 12:12 PM
To: Asad <[email-masked]<mailto:[email-masked]>>
Cc: Ibrahim Hashem <[email-masked]<mailto:[email-masked]>>, Rosette Modiri <[email-masked]<mailto:[email-masked]>>
Subject: Email performance

Hi Asad,

As discussed, please find below the email served by the agents as on 28th and 29th June.
28June
29 June
Public Comment
Resolved
Public Comment
Resolved
Ankit
39
29
42
27
Atul
22
29
43
30
Ashutosh
19
15
19
13
Tijo
OFF
OFF
33
23

Please let me know for any further clarification

Urvika Chaudhary
Training Manager
________________________________
Cherry E-Commerce Services Pvt. Ltd.
Error! Filename not [email-masked]<mailto:[email-masked]>
www.livesalesman.com<http://www.livesalesman.com/>