Subject: RE: Rules to Reopen 3rd Party Tickets disabled temporarily
From: Jessie Caparas <[email-masked]>
To: Saurabh Dadu <[email-masked]>, Urvika Chaudhary <[email-masked]>, Seeta Seeta <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>
Date: Thu, 19 Dec 2019 13:25:49 +0000

Hi Saurabh,

I was going over the tickets assigned to the L2 team and due to WWS, it seems that the L2 agents are getting tickets which is way more than they can handle.

1 agent had over 500 tickets because of the automation applied and some tickets are also not getting action because of this load.

I want this automation disabled to ensure that all agents are able to action tickets especially the back logs.

The ticket distribution is not balance and if an L2 agent is unable to action the back logs, this is because the agent has too many tickets assigned under his folder.

From: Saurabh Dadu <[email-masked]>
Sent: Sunday, November 24, 2019 12:34 PM
To: Jessie Caparas <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>
Subject: Re: Rules to Reopen 3rd Party Tickets disabled temporarily

External email sender, please take precaution.
Hi Jessie

This has now been re-enabled already 2 days back.

This was done as we expected a high number of new inbound cases which we wanted to prioritise over old third party no response cases. Since the queue was under control we Re-enabled the rule
Regards,

Saurabh Dadu
LiveSalesman

On 24-Nov-2019, at 12:41 PM, Jessie Caparas <[email-masked]<mailto:[email-masked]>> wrote:

Hi Saurabh,

What’s the reason why this has been disabled?

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

From: Saurabh Dadu [mailto:[email-masked]]
Sent: Thursday, November 21, 2019 8:59 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: Rules to Reopen 3rd Party Tickets disabled temporarily

External email sender, please take precaution.
Dear Jessie,

We have temporarily disabled rules in FD which were allocating tickets pending in 3rd party for over 7 days to Fauzan, Shakeeb and Apoorv.

We cannot reopen those right now. Will work on those post WW.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
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<http://www.landmarkgroup.com>
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