Subject: FW: SSBS Audits
From: Deeksha Dadu <[email-masked]>
To: Arjun Hurry <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Fri, 17 May 2019 10:46:38 +0000

Arjun, why did you allocate this to the wrong team? Just yesterday, I explained that we can’t have any mistakes in SSBS and this is your second mistake in less than a week (the previous ticket about SLA violation apparently was your mistake, Pritish will send you an email explaining that). What’s happening? Because of your repetitive errors, we had to remove you from Jayway, we can’t keep removing you from processes. You are definitely smarter than this. Please pay attention and make sure that we don’t see these mistakes for you at all.

From: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Date: Friday, 17 May 2019 at 3:07 PM
To: Arjun Hurry <[email-masked]<mailto:[email-masked]>>, Shakeel Ahmad Hajam <[email-masked]<mailto:[email-masked]>>, Anush Saxena <[email-masked]<mailto:[email-masked]>>, zarif khan <[email-masked]<mailto:[email-masked]>>, ashish dabral <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>, Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Subject: SSBS Audits

Hi All,

Please find the audit report of SSBS ticket's from 13th till 16th May 2019.

@Team- We have multiple mistakes and this is serious. We are getting client complaint everyday and still we see so many issues. Please confirm your challenges so that we can collectively fix this. Mistakes will not be tolerated at any cost.

14th May 2019

Ticket  Agent   Ticket Time     Response Time   Time Taken      SLA Met Assigned to correct technician?
52181   Anush   5/14/2019 8:00  5/14/2019 8:02  0:02:00 Yes     Yes
52228   Ahmad   5/14/2019 15:46 5/14/2019 15:50 0:04:00 Yes     Yes
52229   Ahmad   5/14/2019 16:09 5/14/2019 16:13 0:04:00 Yes     Yes
52230   Ahmad   5/14/2019 16:15 5/14/2019 16:18 0:03:00 Yes     Yes
52231   Ashish  5/14/2019 16:47 5/14/2019 16:48 0:01:00 Yes     Yes
52232   Ahmad   5/14/2019 18:43 5/14/2019 18:45 0:02:00 Yes     Yes

15th May 2019

Ticket  Agent   Ticket Time     Response Time   Time Taken      SLA Met Assigned to correct technician?
52233   AJ      5/14/2019 20:35 5/14/2019 20:53 0:18:00 Yes     Yes
52234   AJ      5/15/2019 1:20  5/15/2019 1:23  0:03:00 Yes     Yes
52235   Anush   5/15/2019 7:04  5/15/2019 7:09  0:05:00 Yes     Yes
52236   Anush   5/15/2019 8:00  5/15/2019 8:06  0:06:00 Yes     Yes
52237   Anush   5/15/2019 8:04  5/15/2019 8:13  0:09:00 Yes     Yes
52238   Anush   5/15/2019 8:29  5/15/2019 8:31  0:02:00 Yes     Yes
52239   Anush   5/15/2019 8:30  5/15/2019 8:34  0:04:00 Yes     Yes
52240   Anush   5/15/2019 8:39  5/15/2019 8:42  0:03:00 Yes     Yes
52241   Anush   5/15/2019 8:53  5/15/2019 8:54  0:01:00 Yes     Yes
52296   Ahmad   5/15/2019 15:00 5/15/2019 15:00 0:00:00 Yes     Yes
52297   Ahmad   5/15/2019 15:02 5/15/2019 15:05 0:03:00 Yes     Yes
52298   Ahmad   5/15/2019 15:12 5/15/2019 15:21 0:09:00 Yes     Yes
52299   Ahmad   5/15/2019 15:12 5/15/2019 15:22 0:10:00 Yes     Yes
52300   Ahmad   5/15/2019 15:30 5/15/2019 15:31 0:01:00 Yes     Yes
52301   Ahmad   5/15/2019 15:45 5/15/2019 15:52 0:07:00 Yes     No      Email password reset however did not reset password for Domain which was done yesterday
52302   Ahmad   5/15/2019 15:46 5/15/2019 16:00 0:14:00 Yes     No      Email password reset however did not reset password for Domain which was done yesterday

16th May 2019

Ticket  Agent   Ticket Time     Response Time   Time Taken      SLA Met Assigned to correct technician?
52303   AJ      5/15/2019 19:59 5/15/2019 20:01 0:02:00 Yes     Yes
52304   AJ      5/15/2019 20:44 5/15/2019 20:47 0:03:00 Yes     Yes
52305   AJ      5/16/2019 0:07  5/16/2019 0:11  0:04:00 Yes     No      Should have sent to ERP Group
52306   Ahmad   5/16/2019 7:11  5/16/2019 7:12  0:01:00 Yes     Yes
52307   Ahmad   5/16/2019 8:00  5/16/2019 8:03  0:03:00 Yes     Yes
52308   Ahmad   5/16/2019 8:44  5/16/2019 8:46  0:02:00 Yes     Yes
52356   Ashish  5/16/2019 15:14 5/16/2019 15:19 0:05:00 Yes     Yes
52357   Ashish  5/16/2019 15:21 5/16/2019 15:22 0:01:00 Yes     Yes
52358   Ashish  5/16/2019 15:44 5/16/2019 15:46 0:02:00 Yes     Yes
52359   Ashish  5/16/2019 17:15 5/16/2019 17:19 0:04:00 Yes     Yes

Regards,
Pritish Nandi