Subject: Fwd: We need the final comments about YAMA
From: Pritish Nandi <[email-masked]>
To: deeksha <[email-masked]>
Date: Wed, 8 Jul 2020 20:17:49 -0700 (MST)

From: "AFIG" <[email-masked]> 
To: "saurabh" <[email-masked]>, "Pritish Nandi" <[email-masked]> 
Sent: Thursday, July 9, 2020 3:23:42 AM 
Subject: FW: We need the final comments about YAMA 

FYI 

Andrés Figueroa 
Head of Global Support & Service 

EPOS 

From: Josephine Veena Dorairaj (JVDO) <[email-masked]> 
Sent: 8. juli 2020 10:21 
To: Andrés Figueroa (AFIG) <[email-masked]>; Matthew Broadley (MAEY) <[email-masked]>; Filip Trajkov (FITR) <[email-masked]>; Sara Aknooni (SRAK) <[email-masked]> 
Cc: Filip Trajkov (FITR) <[email-masked]> 
Subject: RE: We need the final comments about YAMA 

Hi Andres, 

I looked into Yama’s Gaming Queue, he is not managing his Queue properly and he is not reaching me if he has any questions in Gaming tickets. He has provided wrong troubleshooting articles to the customers and his ticket handling is not good, he misses to update next action, not filling the write information. 

	

Best regards, 

Josephine Veena Dorairaj 
Technical Support Specialist 
+45 4470 0119 
+45 2168 4511 

	

Sennheiser Communications A/S· Industriparken 27 · DK-2750 Ballerup · Denmark 

	

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From: Andrés Figueroa (AFIG) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 8. juli 2020 00:41 
To: Matthew Broadley (MAEY) < [ mailto:[email-masked] | [email-masked] ] >; Filip Trajkov (FITR) < [ mailto:[email-masked] | [email-masked] ] >; Sara Aknooni (SRAK) < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Josephine Veena Dorairaj (JVDO) < [ mailto:[email-masked] | [email-masked] ] >; Filip Trajkov (FITR) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: We need the final comments about YAMA 

Difficult decision. 

I guess there would be period of transition between him and a new agent. 

Lets hear jose and filip 

Andrés Figueroa 
Head of Global Support & Service 

EPOS 

From: Matthew Broadley (MAEY) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 7. juli 2020 05:44 
To: Andrés Figueroa (AFIG) < [ mailto:[email-masked] | [email-masked] ] >; Filip Trajkov (FITR) < [ mailto:[email-masked] | [email-masked] ] >; Sara Aknooni (SRAK) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: We need the final comments about YAMA 

Hi, 

Yama is still missing a lot of knowledge that he should know by now. In saying that the biggest issue is that Yama requires a lot of micromanaging to maintain his queue. 

Will we be training the new agent while he is still working to avoid any disruption to the Japenese cases? Do we have a plan for hand over? 
I’m worried about what will happen if we throw a fresh agent into a queue of 100 tickets. 

 Best regards, 

Matthew Broadley 
Product Expert 
Global Support and Service 
+61 426 106 604 

	

Suite 4, Level 4, Building B · 11 Talavera Road · North Ryde · NSW 2113 

	

[ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2F&data=02%7C01%7CAFIG%40eposaudio.com%7Cb284b736480c48b8dfe608d82317d559%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637297932551929820&sdata=Rh4Vpg3gKCQxwbhWnSJw0RSeaoxWhXrvDrchXNCWJZ8%3D&reserved=0 | eposaudio.com ] · Follow us here 	

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From: Andrés Figueroa (AFIG) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, 7 July 2020 9:33 AM 
To: Matthew Broadley (MAEY) < [ mailto:[email-masked] | [email-masked] ] >; Filip Trajkov (FITR) < [ mailto:[email-masked] | [email-masked] ] >; Sara Aknooni (SRAK) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: We need the final comments about YAMA 

Dadu is saying that we can now replace him. 

What do you say? 

Best regards, 

Andrés Figueroa 
Head of Global Support & Service 
+45 5618 0303 

Sennheiser Communications A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2F&data=02%7C01%7CAFIG%40eposaudio.com%7Cb284b736480c48b8dfe608d82317d559%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637297932551949813&sdata=fk5Oor%2BQVRPVrHB72xIP1lvGgxoWWhj3oyuAWAC3OoU%3D&reserved=0 | eposaudio.com ] · Follow us here 	

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