Subject: Quick Catch up- MOM
From: Pritish Nandi <[email-masked]>
To: "Sara Aknooni, SRAK" <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: saurabh <[email-masked]>, AFIG <[email-masked]>
Date: Thu, 7 May 2020 03:23:36 -0700 (MST)

Hi Sara and Heta, 

Thank you so much to speare some time for this meeting today. 

I would just like to highlight what we have discussed: 

1. Now onwards agents would be assiging tickets by themselves as soon as they go below 100. The tickets they would assigned would be based on the SLA breach (oldest one first). 
2. We would be calling US customer at the last hour of our shift to be on safer side. 
3. However, we can also assign an agent in the US timezone so that he can do the callbacks for these US customers. This would help us in closure for the US/Canada tickets. If this does not work we can surely roll back him to the normal shift. Yuo said you will review this and get back to me. 
4. All the agents working in Copenhegan timezone would use Denmark line to do outbound calls to the customers. 
5. Also, no one should change the name of the EPOS Webform which was noticed by Heta yesterday and Today morning (Update has been shared with the team). 
6. You will be reviewing my suggestion on the Gaming ticket closure procedure and see if that could be implemented. (Attached is the document with setp by step process) 
7. Also you guys will be reviewing the quality of work for the agents and share detailed feedback for me to work on. As a side note I will be checking random tickets to see if they are following the correct process. 

Have a good day! 

Regards, 
Pritish Nandi