Subject: Call and ticket volume on US shift
From: Arjun Hurry <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: Pravesh Singh <[email-masked]>
Date: Thu, 10 Dec 2020 16:07:58 -0700 (MST)

Hi Pritish, 

Please advise on the feasibility of adding at least one more agent to this shift? Call volume is relatively high (back to back calls), along with concurrent chats + calls in a few instances. Added to this is the backlog queue, especially Gaming tickets that we're trying to clear. 

Another wrinkle is that TalkDesk is unfortunately more cumbersome and not as well integrated with ZenDesk as the native ZD call process. Having to merge duplicate tickets and update numbers and emails is slowing down ticket handling for both Gaming and Enterprise. 

Any support is appreciated. 

Best Regards, 
AJ