Subject: Gaming tasks
From: "Sara Aknooni (SRAK)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: Andrés Figueroa (AFIG) <[email-masked]>, "Heta Nyrhinen (HNYR)" <[email-masked]>
Date: Mon, 27 Jul 2020 15:02:08 +0000

Hi Pritish,

This is what we agreed in our Gaming tasks assignment meeting:
We will have a meeting for Quality template fill out, Use Power BI to check the Overdue, Solved and workload tickets and a meeting for CSAT rate and actions.

CHAT and TALK:
If agents are online
If agents go offline when they are going to break
Check the abandoned calls and find the root cause and inform the agent
Check the missed chat and find the root cause and inform the agent
Responsible person:

  *   EMEA Pritish
  *   NA AJ
  *   APAC Yuko
  *
Quality cases:
Fill out the Quality template
Send the template  to Filip and Matthew
Responsible person:

  *   Pritish
  *
Eskalations:
All escalations need to be submitted via an email or a ticket with Josephine on CC, so Josephine will inform the Gaming tickets that all escalations need to be linked to a ticket.
The escalations from Sales which are sent to the management will be forwarded to Josephine and Josephine will create a ticket and handle it.
Responsible person:

  *   Josephine
  *
Team supervision:
Answer the technical questions
Plan the absences and coverage
Balance the workload
Monitor Nr. of Solved tickets
Monitor CSAT rate, analyze
Address the overdue and old tickets
Report on the above parameters weekly
Responsible person: Pritish

Create content:
Keep the Gaming training package updated
Keep the Zendesk fields updated
Keep the Guide updated with the new products
Create articles for the missing FAQs
Responsible person: Josephine

New agents training:
Plan and complete training for the new agents
Responsible person: Josephine

Prelaunch procedure:
Follow the Pre-launch procedure
Josephine wont have any contact with Gaming regarding the pre-launch
Responsible person: Sara

Warranty procedure:
Handle the escalated cases and questions about the Warranty tickets.
Josephine will send a daily list to Heta which contains all tickets where she couldn’t handle them following the agreed procedure
Josephine will not contact anyone in Gaming regarding the Warranty tickets
Responsible person: Heta

Best regards,
Sara Aknooni
Project Manager
Global Support and Service
+45 4470 0124
+45 7131 4960
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