Subject: Re: Email performance
From: Deeksha Dadu <[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 Dadu <[email-masked]>
Date: Fri, 10 Jul 2020 05:05:58 +0000

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:

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]<mailto:[email-masked]>> wrote:
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.
[3463B8F2-41F0-4D0A-85AE-8D281E8D39AE][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]>>, "Rosette Modiri" <[email-masked]<mailto:[email-masked]>>, "Ibrahim Hashem" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[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]<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]>>, "Rosette Modiri" <[email-masked]<mailto:[email-masked]>>, "Ibrahim Hashem" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[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]<mailto:[email-masked]>

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE
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From: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>
Date: Thursday, 9 July 2020 at 8:08 AM
To: Asad <[email-masked]<mailto:[email-masked]>>
Cc: Ekta Jesswani <[email-masked]<mailto:[email-masked]>>, Sara Ahmed <[email-masked]<mailto:[email-masked]>>, Rosette Modiri <[email-masked]<mailto:[email-masked]>>, Ibrahim Hashem <[email-masked]<mailto:[email-masked]>>, saurabh <[email-masked]<mailto:[email-masked]>>, deeksha <[email-masked]<mailto:[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]<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: 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.
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