Subject: Email
From: Pritish Nandi <[email-masked]>
To: deeksha <[email-masked]>
Date: Mon, 12 Aug 2019 04:09:55 -0700 (MST)

Hi Charlotte, 

Thank you for your email and I am sorry to learn about the errors from the team. We will make sure that we pick up from here and show you great results in next week. 

I was able to review the tickets and found two major issues with the team- 

1. Team is not checking Kibana logs properly and even if checking, they are not able to comprehend it properly which is resulting in incorrect responses. 
2. Closure of the tickets without realizing if the issue has been resolved or proper checks has been done. 

To fix this issue we will be implementing the below mentioned changes- 

- As per process it would be mandatory to add complete Kibana notes for the customer's account with screenshot's so that it helps the other agent to understand the issue and follow up accordingly. 
- Agent would be sending the replies based on the Kibana Logs itself so that the accuracy of first response can increase and we can help customer accordingly. 
- Nobody would have the authority to send 48 hours closure TAT or close the ticket until it has gone through me or AJ. This is what we were following earlier and have had no issues at all. We would start following the same again. 

In also have some ask from you and would need clarification on them - 

- Could you please confirm how to check the file size if correct or not via the downloads as the download size for the classes would be different due to language pack? How can we come to a conclusion that the issue is with file size or setup. 

- Also when we see AV disconnections in KIBANA, does it mean that they have an AV related issue or this could also mean that the disconnection may be happening due to corrupt file sizes. We do not know how to differentiate on that. Please suggest further. 

- On AV related issues what questions needs to be asked and in which order so that we can narrow down the issue. Right now agents are sending random responses. Can you make a procedure and we can follow that accordingly. This would make sure everybody is on the same page. 

Regards, 
Pritish Nandi