Subject: Fwd: Regarding HC KW SLs
From: Deeksha Dadu <[email-masked]>
To: seeta.seeta <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>
Date: Sun, 2 May 2021 15:35:14 +0000

Hi Sita/ shakeeb,

We have so many L0s so please explain why is the SLA so high?? This is not acceptable.

I need an explanation immediately

Sent from my iPhone

Begin forwarded message:

From: Jessie Caparas <[email-masked]>
Date: 2 May 2021 at 19:18:31 GMT+5:30
To: Mohd Imran <[email-masked]>, Deeksha Dadu <[email-masked]>, Shakeeb Arsalan <[email-masked]>, "seeta.seeta" <[email-masked]>, "mustehsan.siddiqui" <[email-masked]>, Fauzan Musalman <[email-masked]>, Manish Kumar <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>
Subject: RE: Regarding HC KW SLs

Hi @Deeksha Dadu<mailto:[email-masked]>

Seems that HC KW SLA’s are still not in a good place until now.

The below SLA is for last week:

Emails

Tickets Assigned
159
Ticket Resolved
216
FCR
76%
Avg 1st response time
18h 45 m
Avg resolution time
45h 10m

We still have the pending tickets from 2020 until April 2021.

They are less and we should be able to manage and get them up to date the soonest.

Date
Ticket Count
Sep-20
1
Mar-21
9
Apr-21
32
May-21
32
Grand Total
74

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Mohd Imran <[email-masked]>
Sent: Sunday, April 25, 2021 5:34 PM
To: Deeksha Dadu <[email-masked]>; Shakeeb Arsalan <[email-masked]>; seeta.seeta <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Fauzan Musalman <[email-masked]>; Manish Kumar <[email-masked]>
Cc: Jessie Caparas <[email-masked]>; Escalations Dxbteam <[email-masked]>
Subject: RE: Regarding HC KW SLs

Hi Team,

Still we are not achieving HC KW SLAs, can we quickly look into this, below is the report for last week.

Emails

Ticket Assigned
160
Ticket Resolved
207
FCR %
77%
Avg 1st response Time
52h 30m
Avg Resolution Time
110h 47m

Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

From: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, April 21, 2021 2:44 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: Mohd Imran <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Fauzan Musalman <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: Re: Regarding HC KW SLs
Importance: High

External email sender, please take precaution.
Hi Jessie,

I have put more agents on new cases for now as the backlog for those was going really high. We are targeting resolving 1500-1600 cases everyday. I am hoping that by Friday we will have the ticket count as well as SLA under control.

Regards,
Deeksha

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 20 April 2021 at 11:40 PM
To: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Mohd Imran <[email-masked]<mailto:[email-masked]>>, "seeta.seeta" <[email-masked]<mailto:[email-masked]>>, Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>, Fauzan Musalman <[email-masked]<mailto:[email-masked]>>, Manish Kumar <[email-masked]<mailto:[email-masked]>>, "mustehsan.siddiqui" <[email-masked]<mailto:[email-masked]>>, Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Regarding HC KW SLs

Hi Deeksha,

Also sending you over the current count for Homecentre escalations.

DATE
Ticket Count
Dec-20
1
Mar-21
13
Apr-21
156
Grand Total
170

SLA for HC KW is still is still showing the below:

Average 1st response time - 74h 8m
Average resolution time - 199h 1m

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Monday, April 19, 2021 11:05 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: Mohd Imran <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Fauzan Musalman <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: Re: Regarding HC KW SLs

External email sender, please take precaution.
Hi Jessie,

The team is working on backlog, it is taking them sometime to finish it given the new cases but we are on top of it.

Regards,
Deeksha
Sent from my iPhone

On 19 Apr 2021, at 18:28, Jessie Caparas <[email-masked]<mailto:[email-masked]>> wrote:
Hi @Deeksha Dadu<mailto:[email-masked]>

Can you please also let the team take a look at the backlogs we have for Homecenter Kuwait from March?

It is less and I’m sure the team can easily manage the below.

DATE
Ticket Count
Mar
13
1-Mar
2
6-Mar
1
14-Mar
1
16-Mar
2
23-Mar
2
24-Mar
1
25-Mar
2
30-Mar
1
31-Mar
1
Apr
143
Grand Total
156

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, April 18, 2021 6:15 PM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Cc: seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Fauzan Musalman <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: Re: Regarding HC KW SLs

External email sender, please take precaution.
Hi Imran,

We are working on this already. I will update you tomorrow with details.

Thanks for your patience

Regards,
Deeksha
Sent from my iPhone

On 18 Apr 2021, at 19:07, Mohd Imran <[email-masked]<mailto:[email-masked]>> wrote:
Hi Team,

It has been observed that our Home centre Kuwait’s SLs are badly impacted and we are not monitoring it closely.

Sharing report for last 4 weeks, can we quickly get it checked and improved.

Week
Ticket Assigned
Ticket Resolved
Avg 1st response Time
Avg Resolution Time
21 Mar - 27 Mar
99
88
23h 25m
54h 18m
28 Mar - 3 Apr
138
61
35h 7m
56h 47m
04 Apr - 10 Apr
114
29
62h 13m
284h 43m
11 Apr - 17 Apr
156
210
118h 54m
154h 30m

Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

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<HC KW LSM Tickets - April 19.xlsx>
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