Subject: RE: Non Voice SLA
From: Jessie Caparas <[email-masked]>
To: Saurabh Dadu <[email-masked]>
Cc: seeta.seeta <[email-masked]>, Shakeeb Arsalan <[email-masked]>, "Fauzan Ahmad . Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>, Deeksha Dadu <[email-masked]>, Mustehsan Siddiqui <[email-masked]>
Date: Sun, 15 Nov 2020 04:41:06 +0000

Hi Saurabh,

SLA for chats is continuously high. Check the below team performance for yesterday.

Chats Offered
Chats Resolved
Chats1st response SLA
Chats Resolution Time
514
443
5m 16s
30m 18s

Thank you and Kind Regards,
Jessie Caparas
Email: [email-masked]<mailto:[email-masked]>
T: +97145172087

From: Saurabh Dadu <[email-masked]>
Sent: Saturday, November 14, 2020 9:46 AM
To: Jessie Caparas <[email-masked]>
Cc: seeta.seeta <[email-masked]>; Shakeeb Arsalan <[email-masked]>; Fauzan Ahmad . Musalman <[email-masked]>; Apoorv Joshi <[email-masked]>; Deeksha Dadu <[email-masked]>; Mustehsan Siddiqui <[email-masked]>
Subject: Re: Non Voice SLA

External email sender, please take precaution.
Hi Jessie

Will review everything and take all possible corrective actions
Regards,

Saurabh Dadu
LiveSalesman

On Nov 14, 2020, at 11:14 AM, Jessie Caparas <[email-masked]<mailto:[email-masked]>> wrote:

Hi Saurabh,

Chat SLA is extremely high as well.

Checking on the team performance, the below agents handling time is way too high as well.

November 12:

November 13:

Thank you and Kind Regards,
Jessie Caparas
Email: [email-masked]<mailto:[email-masked]>
T: +97145172087

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, November 14, 2020 8:47 AM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: Re: Non Voice SLA

External email sender, please take precaution.
Hi Jessie,

Good morning.

Last 2 days we've really moved our focus onto closing the old cases. The team past few weeks was so focused on First response, that we found hundreds of cases old cases not having been finished on time.

So we spent last 2 days cleaning our house before we move into WW sale in this coming week.

Best regards,

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Sent: 14 November 2020 10:00 AM
To: seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad . Musalman <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; mustehsan.siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: Non Voice SLA

Hi Team,

Why is our SLA for both chats and emails extremely high?

This is for both November 12 and 13.

Emails offered

Emails resolved

Email 1st Response Time

Email Resolution Time

Chats Offered

Chats Resolved

Chats1st response SLA

Chats Resolution Time

1060

1067

12h 44m

65h 39m

579

515

1m 59s

15m 36s

Emails offered

Emails resolved

Email 1st Response Time

Email Resolution Time

Chats Offered

Chats Resolved

Chats1st response SLA

Chats Resolution Time

737

1024

16h 45m

81h 32m

374

368

7m 56s

16m 52s

Thank you and Kind Regards,

Jessie Caparas

Email: [email-masked]<mailto:[email-masked]>

T: +97145172087

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