Subject: Re: Queue and new rules from Tuesday
From: Pritish Nandi <[email-masked]>
To: AFIG <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, "Filip Trajkov, FITR" <[email-masked]>, "Matthew Broadley, MAEY" <[email-masked]>, saurabh <[email-masked]>
Date: Sun, 12 Jul 2020 23:58:44 -0700 (MST)

Hi Andres, 

Checking on these obverdue tickets and also speaking to Ashish on managing his queue. I will speak to Heta on this as well. 

Regards, 
Pritish 

From: "AFIG" <[email-masked]> 
To: "Sara Aknooni, SRAK" <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]> 
Cc: "Filip Trajkov, FITR" <[email-masked]>, "Matthew Broadley, MAEY" <[email-masked]>, "saurabh" <[email-masked]>, "Pritish Nandi" <[email-masked]> 
Sent: Sunday, July 12, 2020 5:37:17 AM 
Subject: Queue and new rules from Tuesday 

Hi, 

First of all, some of these tickets are unassigned but have been handled already by some agent and should have never been unassigned again. 

When a ticket has been handled by an agent the only way he can leave it, is if he or she does a hand over with other agent and with your permission. 

The other thing here is that these tickets are in the wrong Brand or wrong group. 

I understand that some of you are out, or busy with other tasks, but there is no excuse when it comes to leaving our customers unattended. 

You all are responsible for making sure all tickets are taken care of. Josephine should always seek help with Sara and Heta if she feels overwhelmed 

Heta should always go to Sara and Sara should always go to Heta. All of you are always welcome to come to me for advise or guidance. 

Our customers, the Sales dept together with Johannes and Michael expect from me that we answer our customers when we promise we will. 

Our SLAs is a promise we make to our customers, and now having more agents we should be able to manage the queue. If any of you disagree about this, 

please come to me so we can talk about it. 

Keep your heads cold and ALWAYS seek for help when you feel you cannot manage and never leave things unattended or ignore them. 

From Tuesday this is what we will do. 

Enterprise 

    * There should always be an agent that start at 08:00 in the morning. It cannot be one and the same person. It has to be agents that are in the queue. 
    * Tickets of no technical nature is immediately assigned to Sara and Heta.( Product, Presales, Order, Warranty, Sales, Trial Info or request). If in doubt send mail to Sara. 
    * EPOS Connect trial tickets are assigned to Nusan. 

- Queue: Rotate between all agents in this order: 

1.- Matthew and Yama (only Japanese) 

2.- Christopher 

3.- Innocent 

4.- Muhammad 

5.- Jason 

6.- Morris 

    * Muhammad or Filip should arrange training for EPOS on Premises with the team. Including installation in the US with Jason and Morris this week. 

Gaming 

    * There should always be an agent that start at 08:00 in the morning. It cannot be one and the same person. It has to be agents that are in the queue. 
    * Remove English tickets from Erich so he has space to take German ones. Right now he has many tickets from other languages. 
    * Route all questions from agents to Pritish, and ask Pritish to come to you when he cannot answer. Create a space between the team and you by using Pritish that way you will have more time. 
    * Queue: Rotate between all agents in the order you wish Josephine. 3 issues per agent. When one agent is done, he contacts the next person. Your concern should only be the queue being empty. 

1.- Erich 

2.- Pravesh 

3.- AJ 

4.- Shubham 

5.- Dristi 

6.- Sebastien 

7.- Yama 

8.- Yuko 

Below you can find tickets with Brand and Group mixed up. 

	

Id 	

Assignee 	

Due date 	

Brand name 	

Group 

83172 			

Enterprise 	

Gaming 

87483 			

Enterprise 	

Gaming 

88383 			

Enterprise 	

Gaming 

88392 			

Enterprise 	

Gaming 

88564 			

Enterprise 	

Gaming 

89814 			

Enterprise 	

Gaming 

89917 			

Enterprise 	

Gaming 

89978 			

Enterprise 	

Gaming 

90969 			

Enterprise 	

Gaming 

91003 			

Enterprise 	

Gaming 

91004 			

Enterprise 	

Gaming 

91246 			

Enterprise 	

Gaming 

91305 			

Enterprise 	

Gaming 

91435 			

Enterprise 	

Gaming 

91452 			

Enterprise 	

Gaming 

91487 			

Enterprise 	

Gaming 

91511 			

Enterprise 	

Gaming 

91513 			

Enterprise 	

Gaming 

91607 			

Enterprise 	

Gaming 

91839 			

Enterprise 	

Gaming 

The following tickets should be tickets unassigned waiting to be taken by someone, you would think, but the situation is different. 

If you look at the first case in the list, this ticket belong to Christopher, but for some reason is unassigned in the Level 1 queue. If he 

could explain that It would be nice. (84080) 

I also see a ticket from 5CA where Valentin is managing a ticket but the ticket is unassigned. (85814) 

When these things happen, we have to go through all tickets to see if something is not right. We can put Karen to look a these cases and see if she sees that 

they should be in Enterprise when an Enterprise agent has been working on them like the one Christopher has. 

	

Id 	

Assignee 	

Due date 	

Brand name 	

Group 

84080 			

Enterprise 	

EPOS L1 

85814 			

Enterprise 	

EPOS L1 

89242 			

Enterprise 	

EPOS L1 

89356 			

Enterprise 	

EPOS L1 

89873 			

Enterprise 	

EPOS L1 

89892 			

Enterprise 	

EPOS L1 

90393 			

Enterprise 	

EPOS L1 

90417 			

Enterprise 	

EPOS L1 

90634 			

Enterprise 	

EPOS L1 

91320 			

Enterprise 	

EPOS L1 

91324 			

Enterprise 	

EPOS L1 

91369 			

Enterprise 	

EPOS L1 

91602 			

Enterprise 	

EPOS L1 

91636 			

Enterprise 	

EPOS L1 

91677 			

Enterprise 	

EPOS L1 

91713 			

Enterprise 	

EPOS L1 

91718 			

Enterprise 	

EPOS L1 

91760 			

Enterprise 	

EPOS L1 

91805 			

Enterprise 	

EPOS L1 

91825 			

Enterprise 	

EPOS L1 

91842 			

Enterprise 	

EPOS L1 

91868 			

Enterprise 	

EPOS L1 

91880 			

Enterprise 	

EPOS L1 

91910 			

Enterprise 	

EPOS L1 

91921 			

Enterprise 	

EPOS L1 

92003 			

Enterprise 	

EPOS L1 

92016 			

Enterprise 	

EPOS L1 

92020 			

Enterprise 	

EPOS L1 

92023 			

Enterprise 	

EPOS L1 

92039 			

Enterprise 	

EPOS L1 

92040 			

Enterprise 	

EPOS L1 

92044 			

Enterprise 	

EPOS L1 

92045 			

Enterprise 	

EPOS L1 

92050 			

Enterprise 	

EPOS L1 

92056 			

Enterprise 	

EPOS L1 

92069 			

Enterprise 	

EPOS L1 

92074 			

Enterprise 	

EPOS L1 

92084 			

Enterprise 	

EPOS L1 

92095 			

Enterprise 	

EPOS L1 

92098 			

Enterprise 	

EPOS L1 

92105 			

Enterprise 	

EPOS L1 

92113 			

Enterprise 	

EPOS L1 

92119 			

Enterprise 	

EPOS L1 

92121 			

Enterprise 	

EPOS L1 

92124 			

Enterprise 	

EPOS L1 

92125 			

Enterprise 	

EPOS L1 

92132 			

Enterprise 	

EPOS L1 

92139 			

Enterprise 	

EPOS L1 

92141 			

Enterprise 	

EPOS L1 

92146 			

Enterprise 	

EPOS L1 

92148 			

Enterprise 	

EPOS L1 

92153 			

Enterprise 	

EPOS L1 

92155 			

Enterprise 	

EPOS L1 

92156 			

Enterprise 	

EPOS L1 

92158 			

Enterprise 	

EPOS L1 

92161 			

Enterprise 	

EPOS L1 

The first ticket here 92110 is an EPOS Connect, I assigned it to Nusan. The Second was a test, which I just closed. 

The rest are overdue tickets. Someone should have taken them yesterday. 

	

Id 	

Assignee 	

Due date 	

Brand name 	

Group 

92110 			

Enterprise 	

EPOS L2 

92130 			

Enterprise 	

EPOS L2 

91700 		

10-07-2020 08:00 	

Enterprise 	

EPOS L2 

90011 		

10-07-2020 16:00 	

Enterprise 	

EPOS L2 

92136 		

10-07-2020 16:00 	

Enterprise 	

EPOS L2 

The following cases are overdue. I have closed the second one as it was a request for order info. 

I sent the info to Karina and closed it as spam. 

	

Id 	

Assignee 	

Due date 	

Brand name 	

Group 

80768 		

22-04-2020 17:00 	

Enterprise 	

Enterprise 

90009 		

29-06-2020 10:00 	

Enterprise 	

Enterprise 

Overdue unassigned tickets 

	

Id 	

Assignee 	

Due date 	

Brand name 	

Group 

90699 		

01-07-2020 16:00 	

Enterprise 	

Gaming 

91719 		

09-07-2020 16:00 	

Enterprise 	

Enterprise 

91700 		

10-07-2020 08:00 	

Enterprise 	

EPOS L2 

91189 		

10-07-2020 10:00 	

Enterprise 	

Enterprise 

91453 		

10-07-2020 10:00 	

Enterprise 	

Enterprise 

90011 		

10-07-2020 16:00 	

Enterprise 	

EPOS L2 

92136 		

10-07-2020 16:00 	

Enterprise 	

EPOS L2 

Overdue tickets Pritish please make sure Ashish is spreading his tickets with the other agents. 

	

80964 	

Ashish 	

08-05-2020 10:00 	

Enterprise 	

Warranty 

78349 	

Ashish 	

13-05-2020 07:00 	

Gaming 	

Warranty 

80840 	

Ashish 	

19-05-2020 10:00 	

Enterprise 	

Warranty 

79058 	

Ashish 	

20-05-2020 10:00 	

Gaming 	

Warranty 

75550 	

Ashish 	

22-05-2020 10:00 	

Enterprise 	

Warranty 

78468 	

Ashish 	

22-05-2020 10:00 	

Gaming 	

Warranty 

81034 	

Ashish 	

02-06-2020 07:00 	

Enterprise 	

Warranty 

79661 	

Ashish 	

02-06-2020 10:00 	

Enterprise 	

Warranty 

84308 	

Ashish 	

03-06-2020 10:00 	

Enterprise 	

Warranty 

86401 	

Ashish 	

04-06-2020 10:00 	

Enterprise 	

Warranty 

84065 	

Ashish 	

08-06-2020 07:00 	

Enterprise 	

Warranty 

84594 	

Ashish 	

16-06-2020 10:00 	

Gaming 	

Warranty 

89321 	

Ashish 	

23-06-2020 10:00 	

Enterprise 	

Warranty 

88040 	

Ashish 	

08-07-2020 10:00 	

Gaming 	

Warranty 

Overdue Quality cases Filip look into your tickets please. 

	

Id 	

Assignee 	

Due date 	

Brand name 	

Group 

72095 	

Filip Trajkov 	

12-05-2020 10:00 	

Enterprise 	

Quality 

80727 	

Filip Trajkov 	

22-05-2020 10:00 	

Gaming 	

Quality 

91687 	

Filip Trajkov 	

08-07-2020 10:00 	

Enterprise 	

Quality 

54636 	

Filip Trajkov 		

Enterprise 	

Quality 

Overdue Gaming 

	

91280 	

Drishti Tiwari 	

06-07-2020 07:00 	

Gaming 	

Gaming 

Innocent overdue tickets ( Already sent mail to Innocent ) 

Jason overdue tickets (I already emailed Jason) 

	

Id 	

Assignee 	

Due date 	

Brand name 	

Group 

88582 	

Jason Simone 	

22-06-2020 16:00 	

Enterprise 	

Enterprise 

88038 	

Jason Simone 	

25-06-2020 16:00 	

Enterprise 	

Enterprise 

90306 	

Jason Simone 	

02-07-2020 16:00 	

Enterprise 	

Enterprise 

90320 	

Jason Simone 	

02-07-2020 16:00 	

Enterprise 	

Enterprise 

90569 	

Jason Simone 	

09-07-2020 16:00 	

Enterprise 	

Enterprise 

90704 	

Jason Simone 	

09-07-2020 16:00 	

Enterprise 	

Enterprise 

Josephine Overdue tickets 

You also have a ticket which is in the wrong Brand. 

	

Id 	

Assignee 	

Due date 	

Brand name 	

Group 

87815 	

Josephine Veena 	

18-06-2020 10:00 	

Gaming 	

Gaming 

85886 	

Josephine Veena 	

19-06-2020 10:00 	

Gaming 	

Gaming 

85968 	

Josephine Veena 	

19-06-2020 10:00 	

Gaming 	

Gaming 

88030 	

Josephine Veena 	

19-06-2020 10:00 	

Gaming 	

Gaming 

88718 	

Josephine Veena 	

24-06-2020 10:00 	

Gaming 	

Gaming 

88062 	

Josephine Veena 	

30-06-2020 10:00 	

Gaming 	

Gaming 

88985 	

Josephine Veena 	

30-06-2020 10:00 	

Gaming 	

Gaming 

89764 	

Josephine Veena 	

01-07-2020 10:00 	

Enterprise 	

Gaming 

90808 	

Josephine Veena 	

10-07-2020 10:00 	

Gaming 	

Gaming 

Pravesh Overdue tickets 

	

88841 	

Pravesh Singh 	

09-07-2020 07:00 	

Gaming 	

Gaming 

89895 	

Pravesh Singh 	

10-07-2020 07:00 	

Gaming 	

Gaming 

90701 	

Pravesh Singh 	

10-07-2020 07:00 	

Gaming 	

Gaming 

Overdue tickets 

	

87579 	

Shubham Paliwal 	

24-06-2020 07:00 	

Gaming 	

Gaming 

90170 	

Yamamoto 	

09-07-2020 07:00 	

Gaming 	

Gaming 

89979 	

Lily Duan 	

22-06-2020 04:00 	

Enterprise 	

Warranty 

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

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

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