Subject: Urgent! EPOS KPI's
From: Pritish Nandi <[email-masked]>
To: "Ashish Dabral" <[email-masked]>, Ismail Lsm <[email-masked]>, Yuko Hughes <[email-masked]>, Akihiko Yamamoto <[email-masked]>, "Pravesh Singh" <[email-masked]>, Nusan Dubey <[email-masked]>, Arjun Hurry <[email-masked]>, Shubham Paliwal <[email-masked]>, Drishti Tiwari <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Thu, 13 Aug 2020 04:18:46 -0700 (MST)

Hi Team, 

PFB the targets and KPI's for EPOS project. 

Gaming: 

Public Reply - 45 and above (Everyday) 
Breach Tickets - 0 In queue 
CSAT - 90% + 
Solvency - 220+ (Monthly) (9-10 tickets per day) - Can understand if the solvency is not consistent as somedays it may be high and some days it is less. 

Enterprise: 

Public Reply - 25 tickets and above (Everyday) 
Breach Tickets - 0 In queue 
CSAT - 90% + 
Solvency - 80+ (Monthly) (3-4 tickets per day) - Can understand if the solvency is not consistent as somedays it may be high and some days it is less. 

If you have less tickets then you can try to call customers to help them out with the issues. 

It is mandatory to call any customer who is unresponsive to emails. Our goal is to resolve customer's issues. RMA is not a solution. RMA should only be raised if we have exhausted the diagnostics. 

Let me know if you need any further clarification. 

Regards, 
Pritish Nandi