Subject: FW: SSBS Audit
From: Deeksha Dadu <[email-masked]>
To: "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: "Pritish Nandi (LSM)" <[email-masked]>, "[email-masked]" <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Wed, 19 Jun 2019 08:03:55 +0000

Tushar/Bharat: why is it that you did not resolve the ticket? I am very sure that this was explained to you in training so why is it that you guys need repeated reminders? This is a serious mistake and if it repeats, I will take action. NO mistakes are allowed on SSBS under any circumstances

@ AJ: that is another mistake reported for you apart from missed SLA in another ticket! Why did you allocate it to the wrong group? You know very well how serious it is to make mistakes on SSBS and despite several reminders and warnings, I am continuing to see mistakes for you which will not be accepted. Explain this please

From: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Date: Wednesday, 19 June 2019 at 12:41 PM
To: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>, Ashish Dabral <[email-masked]<mailto:[email-masked]>>
Subject: Re: SSBS Audit

Hi Deeksha,

When we audit, we check the 30 mins SLA violation status and if the ticket was assigned to the right technician/Group. I am not aware of any other violation rules.

Also we need to get a Daily SLA violation report so that we can check as per them. This report is pulled out by the SSBS team specifically.

53308- Either Done by Tushar/Bharat as we they forgot to mention in the web form who completed this ticket. This was handled correctly however they forgot to resolve the ticket.

53310 - This ticket was done by AJ where the ticket was resolved properly and it was reopened twice by the customer. When it opened again it was assigned to NETOPS group which was incorrect. It seems AJ did not comprehend it properly.

Regards,
Pritish

________________________________
From: "deeksha" <[email-masked]<mailto:[email-masked]>>
To: "Pritish Nandi (LSM)" <[email-masked]<mailto:[email-masked]>>
Cc: "saurabh" <[email-masked]<mailto:[email-masked]>>, "Ashish Dabral" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, 19 June, 2019 11:27:37
Subject: Fwd: SSBS Audit

Pritish, according to your reports, these tickets were done on time so why is Kulaib saying that the SLA was violated?

Sent from my iPhone

Begin forwarded message:

From: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Date: 13 June 2019 at 15:22:23 GMT+5:30
To: Anush Saxena <[email-masked]<mailto:[email-masked]>>, Arjun Hurry <[email-masked]<mailto:[email-masked]>>, "Ashish  Dabral" <[email-masked]<mailto:[email-masked]>>, " Bharat Sharma" <[email-masked]<mailto:[email-masked]>>, Shakeel Ahmad Hajam <[email-masked]<mailto:[email-masked]>>, Tushar Chauhan <[email-masked]<mailto:[email-masked]>>, Zarif Khan <[email-masked]<mailto:[email-masked]>>
Cc: deeksha <[email-masked]<mailto:[email-masked]>>, saurabh <[email-masked]<mailto:[email-masked]>>
Subject: SSBS Audit

Hi All,

PFB the SSBS audit report.

10th June

Ticket  Agent   Ticket Time     Response Time   Time Taken      SLA Met Assigned to correct technician? Comments
53254           6/10/2019 8:17  6/10/2019 8:38  0:21:00 Yes     Yes
53255           6/10/2019 8:41  6/10/2019 8:53  0:12:00 Yes     Yes
53256           6/10/2019 8:47  6/10/2019 8:48  0:01:00 Yes     Yes
53257           6/10/2019 8:58  6/10/2019 8:59  0:01:00 Yes     Yes
53291           6/10/2019 15:37 6/10/2019 15:40 0:03:00 Yes     Yes
53292           6/10/2019 15:39 6/10/2019 15:41 0:02:00 Yes     Yes
53293           6/10/2019 15:45 6/10/2019 15:49 0:04:00 Yes     Yes
53294           6/10/2019 16:03 6/10/2019 16:03 0:00:00 Yes     Yes
53295           6/10/2019 16:06 6/10/2019 16:08 0:02:00 Yes     Yes
53296           6/10/2019 16:11 6/10/2019 16:16 0:05:00 Yes     Yes
53297           6/10/2019 16:13 6/10/2019 16:18 0:05:00 Yes     Yes
53298           6/10/2019 16:24 6/10/2019 16:30 0:06:00 Yes     Yes
53299           6/10/2019 16:26 6/10/2019 16:32 0:06:00 Yes     Yes
53300           6/10/2019 16:41 6/10/2019 16:43 0:02:00 Yes     Yes
53301           6/10/2019 16:46 6/10/2019 16:47 0:01:00 Yes     Yes
53302           6/10/2019 16:54 6/10/2019 16:56 0:02:00 Yes     Yes
53303           6/10/2019 16:54 6/10/2019 16:58 0:04:00 Yes     Yes
53304           6/10/2019 16:58 6/10/2019 16:59 0:01:00 Yes     Yes
53305           6/10/2019 17:05 6/10/2019 17:06 0:01:00 Yes     Yes
53306           6/10/2019 17:05 6/10/2019 17:32 0:27:00 Yes     Yes
53307           6/10/2019 17:15 6/10/2019 17:33 0:18:00 Yes     Yes
53308           6/10/2019 17:16 6/10/2019 17:24 0:08:00 Yes     Yes
53309           6/10/2019 17:30 6/10/2019 17:34 0:04:00 Yes     Yes
53310           6/10/2019 18:38 6/10/2019 18:50 0:12:00 Yes     Yes
53311           6/10/2019 23:30 6/10/2019 23:35 0:05:00 Yes     Yes
53312           6/10/2019 23:38 6/10/2019 23:44 0:06:00 Yes     Yes

11 June

Ticket  Agent   Ticket Time     Response Time   Time Taken      SLA Met Assigned to correct technician? Comments
53313           6/11/2019 7:37  6/11/2019 7:42  0:05:00 Yes     Yes
53314           6/11/2019 7:41  6/11/2019 8:00  0:19:00 Yes     Yes
53315           6/11/2019 7:50  6/11/2019 8:02  0:12:00 Yes     Yes
53316           6/11/2019 8:00  6/11/2019 8:01  0:01:00 Yes     Yes
53317           6/11/2019 8:16  6/11/2019 8:19  0:03:00 Yes     Yes
53318           6/11/2019 8:25  6/11/2019 8:30  0:05:00 Yes     Yes
53319           6/11/2019 8:34  6/11/2019 8:34  0:00:00 Yes     Yes
53320           6/11/2019 8:38  6/11/2019 8:40  0:02:00 Yes     Yes
53321           6/11/2019 8:40  6/11/2019 8:41  0:01:00 Yes     Yes
53322           6/11/2019 8:47  6/11/2019 8:48  0:01:00 Yes     Yes
53323           6/11/2019 8:53  6/11/2019 8:57  0:04:00 Yes     Yes
53356           6/11/2019 15:43 6/11/2019 15:45 0:02:00 Yes     Yes
53357           6/11/2019 16:39 6/11/2019 16:40 0:01:00 Yes     Yes
53358           6/11/2019 17:15 6/11/2019 17:22 0:07:00 Yes     Yes
53359           6/11/2019 17:17 6/11/2019 17:22 0:05:00 Yes     Yes
53360           6/11/2019 19:55 6/11/2019 19:59 0:04:00 Yes     Yes
53361           6/11/2019 22:10 6/11/2019 22:15 0:05:00 Yes     Yes

12 June

Ticket  Agent   Ticket Time     Response Time   Time Taken      SLA Met Assigned to correct technician? Comments
53362           6/12/2019 7:22  6/12/2019 7:25  0:03:00 Yes     Yes
53363           6/12/2019 8:00  6/12/2019 8:04  0:04:00 Yes     Yes
53364           6/12/2019 8:07  6/12/2019 8:08  0:01:00 Yes     Yes
53365           6/12/2019 8:15  6/12/2019 8:22  0:07:00 Yes     Yes
53366           6/12/2019 8:21  6/12/2019 8:21  0:00:00 Yes     Yes
53367           6/12/2019 8:27  6/12/2019 8:31  0:04:00 Yes     Yes
53368           6/12/2019 8:34  6/12/2019 8:36  0:02:00 Yes     Yes
53369           6/12/2019 8:46  6/12/2019 8:47  0:01:00 Yes     Yes
53370           6/12/2019 8:55  6/12/2019 8:59  0:04:00 Yes     Yes
53415           6/12/2019 16:35 6/12/2019 16:39 0:04:00 Yes     Yes
53416           6/12/2019 17:01 6/12/2019 17:04 0:03:00 Yes     Yes
53417           6/12/2019 19:03 6/12/2019 19:04 0:01:00 Yes     Yes

Regards,
Pritish Nandi