Subject: Re: SSBS Audit Report - 17th and 18th May 2019
From: Pritish Nandi <[email-masked]>
To: Arjun Hurry <[email-masked]>, ashish dabral <[email-masked]>, Anush Saxena <[email-masked]>, tushar chauhan <[email-masked]>, bharat sharma <[email-masked]>, zarif khan <[email-masked]>, Shakeel Ahmad Hajam <[email-masked]>
Cc: saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Sun, 19 May 2019 01:33:46 -0700 (MST)

Hi All, 

Please find the complete audit report for 18th May 2019. 

Ticket 	Agent 	Ticket Time 	Response Time 	Time Taken 	SLA Met 	Assigned to correct technician? 	Comments 
52361 	Aj 	5/18/2019 0:36 	5/18/2019 0:39 	0:03:00 	Yes 	Yes 	
52362 	Ahmad 	5/18/2019 9:06 	5/18/2019 9:06 	0:00:00 	Yes 	Yes 	
52363 	Ahmad 	5/18/2019 9:08 	5/18/2019 9:14 	0:06:00 	Yes 	Yes 	
52364 	Ahmad 	5/18/2019 9:39 	5/18/2019 9:42 	0:03:00 	Yes 	Yes 	Initially this was handled incorrectly however Agent has checked and assigned it correctly. Customer was asking for password reset for Citrix however agent incorrectly comprehended it for Domain. We have checked the previous ticket and correctly assigned it to the correct technician. 
52365 	Anush 	5/18/2019 9:53 	5/18/2019 9:55 	0:02:00 	Yes 	Yes 	
52366 	Anush 	5/18/2019 10:09 	5/18/2019 10:11 	0:02:00 	Yes 	Yes 	
52367 	Anush 	5/18/2019 10:16 	5/18/2019 10:20 	0:04:00 	Yes 	Yes 	
52368 	Anush 	5/18/2019 10:23 	5/18/2019 10:41 	0:18:00 	Yes 	Yes 	
52369 	Anush 	5/18/2019 12:08 	5/18/2019 12:10 	0:02:00 	Yes 	Yes 	
52370 	Anush 	5/18/2019 14:32 	5/18/2019 14:37 	0:05:00 	Yes 	Yes 	
52371 	Anush 	5/18/2019 14:57 	5/18/2019 15:06 	0:09:00 	Yes 	Yes 	
52372 	Anush 	5/18/2019 17:00 	5/18/2019 17:05 	0:05:00 	Yes 	Yes 	
52373 	Anush 	5/18/2019 20:51 	5/18/2019 20:52 	0:01:00 	Yes 	Yes 	
52374 	AJ 	5/18/2019 22:35 	5/18/2019 22:45 	0:10:00 	Yes 	Yes 	
52375 	AJ 	5/18/2019 23:18 	5/18/2019 23:20 	0:02:00 	Yes 	Yes 	

Warm regards, 
Pritish 

From: "Pritish Nandi" <[email-masked]> 
To: "Arjun Hurry" <[email-masked]>, "ashish dabral" <[email-masked]>, "Anush Saxena" <[email-masked]>, "tushar chauhan" <[email-masked]>, "bharat sharma" <[email-masked]>, "zarif khan" <[email-masked]>, "Shakeel Ahmad Hajam" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Saturday, 18 May, 2019 14:18:25 
Subject: SSBS Audit Report - 17th and 18th May 2019 

Hi All, 

PFB the audits for 17th and 18th May 2019 till 2.00pm. 

17th May 2019 

Ticket 	Agent 	Ticket Time 	Response Time 	Time Taken 	SLA Met 	Assigned to correct technician? 
52360 	Pritish 	5/17/2019 14:26 	5/17/2019 14:30 	0:04:00 	Yes 	Yes 

18th May 2019 

Ticket 	Agent 	Ticket Time 	Response Time 	Time Taken 	SLA Met 	Assigned to correct technician? 	Comments 
52361 	Aj 	5/18/2019 0:36 	5/18/2019 0:39 	0:03:00 	Yes 	Yes 	
52362 	Ahmad 	5/18/2019 9:06 	5/18/2019 9:06 	0:00:00 	Yes 	Yes 	
52363 	Ahmad 	5/18/2019 9:08 	5/18/2019 9:14 	0:06:00 	Yes 	Yes 	
52364 	Ahmad 	5/18/2019 9:39 	5/18/2019 9:42 	0:03:00 	Yes 	Yes 	Initially this was handled incorrectly however Agent has checked and assigned it correctly. Customer was asking for password reset for Citrix however agent incorrectly comprehended it for Domain. We have checked the previous ticket and correctly assigned it to the correct technician. 
52365 	Anush 	5/18/2019 9:53 	5/18/2019 9:55 	0:02:00 	Yes 	Yes 	
52366 	Anush 	5/18/2019 10:09 	5/18/2019 10:11 	0:02:00 	Yes 		Not sure where to assign. Sent email to Kulaib 
52367 	Anush 	5/18/2019 10:16 	5/18/2019 10:20 	0:04:00 	Yes 	Yes 	
52368 	Anush 	5/18/2019 10:23 	5/18/2019 10:41 	0:18:00 	Yes 	Yes 	

Regards, 
Pritish Nandi