Subject: You have new messages in Group: Livesalesman Team
From: Freshconnect <[email-masked]>
To: LSM Automation Bot <[email-masked]>
Date: Wed, 20 Jul 2022 08:35:32 +0000 (UTC)

Hey LSM Automation Bot ,

You have new message(s) in this group.

Livesalesman Team

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4588574
4595476

Mahmoud Emad Elsayed

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Mahmoud Emad Elsayed

4588574
4595476

wrong margining

Mahmoud Emad Elsayed

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what was the wrong with this case 4587370

Mahmoud Emad Elsayed

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first response after one week!

Mahmoud Emad Elsayed

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agent [email-masked]

Mahmoud Emad Elsayed

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in witch team ?

Mahmoud Emad Elsayed

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1076097

Mahmoud Emad Elsayed

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Mahmoud Emad Elsayed

agent [email-masked]

Hi Mahmoud, Good morning. This agent was already removed. Not working with us anymore.

Apoorv Joshi

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should we delete her user ?

Mahmoud Emad Elsayed

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Mahmoud Emad Elsayed

should we delete her user ?

Yes I will delete it, not sure why it is not deleted already.

Apoorv Joshi

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Mahmoud Emad Elsayed

what was the wrong with this case 4587370

@nikhil.bishnoi Please check this and let me know why we have any cases with this long delay and first response at that. This can not happen. Please make sure everything being done within SLA.

Apoorv Joshi

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Mahmoud Emad Elsayed

agent [email-masked]

wait Mahmoud

Apoorv Joshi

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nevermind, i will check with homebox team first. There was someone with wejdan name in our team also in ksa before.

Apoorv Joshi

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Idk if this agent is there or not yet.

Apoorv Joshi

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already deleted

Mahmoud Emad Elsayed

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Will check anyway. And if needed will reactivate.

Apoorv Joshi

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4507089

Mahmoud Emad Elsayed

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first response after 21 day

Mahmoud Emad Elsayed

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Apoorv Joshi

@nikhil.bishnoi Please check this and let me know why we have any cases with this long delay and first response at that. This can not happen. Please make sure everything being done within SLA.

@nikhil.bishnoi Check this case also 4507089. Kindly ensure no such cases are there, SLA can not be breached at any costs guys. Customer should get the first response within 8 hours not weeks guys. Apologies for this mahmoud.

Apoorv Joshi

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4625887

Mahmoud Emad Elsayed

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please, if you want to send any info to the customer create outbound mail

Mahmoud Emad Elsayed

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but don't create tickets then reply on the it

Mahmoud Emad Elsayed

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image.png (18.9 KB)

Apoorv Joshi

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Mahmoud Emad Elsayed

but don't create tickets then reply on the it

You mean this option Mahmoud

Apoorv Joshi

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For whatsapp chat also, we use this option?

Apoorv Joshi

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image.png (42.4 KB)

Mahmoud Emad Elsayed

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better to use mail if you want to communicate with the customer

Mahmoud Emad Elsayed

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First Response Time is 33 sec for these cases

Mahmoud Emad Elsayed

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and that's impacting arg First Response Time in all the group

Mahmoud Emad Elsayed

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Mahmoud Emad Elsayed

and that's impacting arg First Response Time in all the group

Okay i got it Mahmoud. Will inform the team regarding this. We were using the email option only when we needed to email customer to get bank details or share a voucher for an MOC case with them. If the ticket option is affecting the SLA for wa and bs chat in ksa we will start using the mail option.

Apoorv Joshi

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use new ticket option only if you will not communicate

Mahmoud Emad Elsayed

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as the reply consider as response

Mahmoud Emad Elsayed

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Mahmoud Emad Elsayed

as the reply consider as response

Okay understood Mahmoud. I already shared the update just now with KSA team and LSM Team as well.

Apoorv Joshi

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