Subject: RE: Unresolved Tickets
From: Jessie Caparas <[email-masked]>
To: Saurabh Dadu <[email-masked]>, Urvika Chaudhary <[email-masked]>, Seeta Seeta <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Sun, 22 Sep 2019 08:39:07 +0000

Hi Saurabh,

Sure - we can do it 11 am Dubai time.

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

From: Saurabh Dadu [mailto:[email-masked]]
Sent: Saturday, September 21, 2019 10:13 AM
To: Jessie Caparas <[email-masked]>; Urvika Chaudhary <[email-masked]>; Seeta Seeta <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>; Deeksha Dadu <[email-masked]>
Subject: Re: Unresolved Tickets

External email sender, please take precaution.
Dear Jessie,

Over the last 2 days we've looked into open tickets extensively. I would like to set-up a phone call with you on Tuesday if possible to go over our observations and our plans moving forward.

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: 19 September 2019 11:47 AM
To: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Abdullah <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Subject: RE: Unresolved Tickets

Hi All,

The count of open tickets have not changed significantly.

Also, we do have a lot of 3rd party tickets yet I don't see any tickets updated in the shared sheet.

Please work on the oldest open tickets and also please take the time to resolve/action the tickets which is already in violation of the SLA:

July - 10

August -226

September -1108

Thank you and Kind Regards,

Jessie Caparas

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

T: +97145172087

From: Jessie Caparas
Sent: Wednesday, September 18, 2019 11:48 AM
To: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>
Cc: saurabh <[email-masked]<mailto:[email-masked]>>; Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Abdullah <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Unresolved Tickets
Importance: High

Hi All,

Let's continue to push the team in responding/resolving the open tickets.

We understand the ongoing issue we are experiencing with Hybris which is greatly affecting the team's productivity and I need a timeline of how soon IT can resolve this IP address concern.

We still have 166 unresolved tickets for the month of August - please ensure the agents are working on the oldest open tickets.

Thank you and Kind Regards,

Jessie Caparas

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

T: +97145172087

From: Jessie Caparas
Sent: Tuesday, September 17, 2019 11:45 AM
To: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>
Cc: saurabh <[email-masked]<mailto:[email-masked]>>; Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Abdullah <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Unresolved Tickets
Importance: High

Hi All,

Great job on reducing the 3rd party tickets. Do continue to forward us cases wherein you are not getting replies and the Dubai team will check on them.

Please push the agents more to resolve as many tickets as they can.

We still have 888 open tickets and the number doesn't seem to change or go down.

Thank you and Kind Regards,

Jessie Caparas

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

T: +97145172087

From: Jessie Caparas
Sent: Thursday, September 12, 2019 9:46 AM
To: 'Urvika Chaudhary' <[email-masked]<mailto:[email-masked]>>
Cc: 'saurabh' <[email-masked]<mailto:[email-masked]>>; 'Seeta Seeta' <[email-masked]<mailto:[email-masked]>>; 'Abdullah' <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Unresolved Tickets
Importance: High

Hi Seeta,

As discussed, lets resume in letting the agents focus on open tickets since the count of open tickets have increased.

Still let them spend an hour to check their 3rd party tickets and raise any tickets to us with no replies.

We will get on a call again once Urvika/Abdulla are in.

We also need to finalize the QA Sheet to start with the audits.

Thank you and Kind Regards,

Jessie Caparas

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

T: +97145172087

From: Jessie Caparas
Sent: Thursday, September 12, 2019 9:23 AM
To: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>
Cc: saurabh <[email-masked]<mailto:[email-masked]>>; Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Abdullah <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: Unresolved Tickets
Importance: High

Hi All,

Here is today's count of unresolved tickets.

The 3rd party tickets hasn't really been reduced much for the last 3 days and the open emails has increased.

Let's do get on a call today and have an action plan in reducing the unresolved tickets.

Thank you and Kind Regards,

Jessie Caparas

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

T: +97145172087

From: Urvika Chaudhary [mailto:[email-masked]]
Sent: Tuesday, September 10, 2019 12:44 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: saurabh <[email-masked]<mailto:[email-masked]>>; Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Abdullah <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: Re: Unresolved Tickets

External email sender, please take precaution.

Hi Jessie,

This has been dessiminated. The agents will push waiting on customers too.

Thanks you !!

Urvika Chaudhary
Training Manager

________________________________

Live Salesman
[email-masked]<mailto:[email-masked]>

www.livesalesman.com<http://www.livesalesman.com/>

________________________________

From: "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>
To: "Urvika Chaudhary" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[email-masked]>>
Cc: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Abdullah" <[email-masked]<mailto:[email-masked]>>, "Escalations Dxbteam" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, September 10, 2019 2:00:35 PM
Subject: RE: Unresolved Tickets

Hi Urvika,

This is confirmed.

As of today, this is the current count of tickets we have.

May I also suggest that we also look into the Waiting on customer tickets - they can easily be closed if there is no reply from the customer after 24 hours.

Thank you and Kind Regards,

Jessie Caparas

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

T: +97145172087

From: Urvika Chaudhary [mailto:[email-masked]]
Sent: Tuesday, September 10, 2019 12:01 PM
To: saurabh <[email-masked]<mailto:[email-masked]>>
Cc: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Abdullah <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: Re: Unresolved Tickets

External email sender, please take precaution.

Hi Jessie,

Thank you for highlighting the above.

As discussed on the call, We have decided to keep 3 of our agents (1 EN and 2 AR) dedicatedly on 3rd party tickets, we would be implementing this at least for 3 days to get the numbers down.

Please allow us 3 days time to check and evaluate the progress.

Urvika Chaudhary
Training Manager

________________________________

Live Salesman
[email-masked]<mailto:[email-masked]>

www.livesalesman.com<http://www.livesalesman.com/>

________________________________

From: "saurabh" <[email-masked]<mailto:[email-masked]>>
To: "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>
Cc: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Abdullah" <[email-masked]<mailto:[email-masked]>>, "Urvika Chaudhary" <[email-masked]<mailto:[email-masked]>>, "Escalations Dxbteam" <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, September 8, 2019 10:31:38 AM
Subject: Re: Unresolved Tickets

Hi Urvika

Please let me know your thoughts tomorrow

Regards,

Saurabh Dadu

LiveSalesman

On 02-Sep-2019, at 11:55 AM, Jessie Caparas <[email-masked]<mailto:[email-masked]>> wrote:

Hi Team,

For the month of August, we still have 1084 unresolved tickets.

Please ensure that we push the team to action/resolve as many tickets as we can.

Also as discussed previously, the agents should allot at least an hour to check the 3rd party tickets and waiting on customer tickets.

Let us know if any urgent help is required to reduce these numbers.

Thank you and Kind Regards,

Jessie Caparas

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

T: +97145172087

From: Jessie Caparas
Sent: Sunday, September 01, 2019 9:36 AM
To: [email-masked]<mailto:[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: FW: Unresolved Tickets
Importance: High

Thank you and Kind Regards,

Jessie Caparas

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

T: +97145172087

From: Jessie Caparas
Sent: Sunday, September 01, 2019 9:32 AM
To: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Seeta Seeta <[email-masked]<mailto:[email-masked]>>; Abdullah Ayad. Alani <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>
Subject: Unresolved Tickets
Importance: High

Hi All,

Please find the attached report of all unresolved tickets.

Currently we have unresolved tickets for the month of August with a total of 1669 which we need to action and resolve urgently.

Do email or skype ask if any urgent help is required.

Thank you and Kind Regards,

Jessie Caparas

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

T: +97145172087

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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com