Subject: Call Volume
From: Pritish Nandi <[email-masked]>
To: saurabh <[email-masked]>
Cc: deeksha <[email-masked]>
Date: Sun, 13 Dec 2020 05:27:33 -0700 (MST)

Hi Sir, 

We have had 385 calls in the last week alone. And German lines were overflowed. Also, we have had a lot of tickets coming in as well (206 calls) 

With this volume of calls, we would need extra people (1 English and 1 German) to distribute the load. 

Also, TalkDesk is, unfortunately, more cumbersome and not as well integrated with ZenDesk as the native ZD call process which makes it harder to complete the job at hand. 

It takes a lot of time to fill in the details, write a case summary, and write back to the customers. Also for Enterprise tickets, it takes times to investigate and search previous cases and then reply to the customer which makes 
it more even harder to complete the tickets. 

Right now they have issues with Talkdesk which is creating duplicate tickets for inbound calls in Zendesk. Also, outbound calls are creating duplicate tickets and not adding them to the agent's queue. 
This was not an issue when we were with Zendesk Talk. 

I would request you to please review the situation and help in this matter. 

	Total Calls 	Answered calls 	Abandoned calls 	Missed calls 	VM 
German Gaming 	38 	31 	6 		1 
German Enterprise 	168 	146 	18 	2 	2 
France Gaming 	2 	2 	0 	0 	0 
France Enterprise 	55 	45 	3 	3 	4 
US Gaming 	29 	16 	5 	0 	8 
US Enterprise 	90 	68 	12 	4 	6 
Canada Gaming 	2 	1 	1 	0 	0 
Canada Enterprise 	1 	0 	1 	0 	0 
	385 	309 	46 	9 	21 

Regards, 
Pritish Nandi