Subject: Audit parameters
From: "Sara Aknooni (SRAK)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: "Heta Nyrhinen (HNYR)" <[email-masked]>, deeksha <[email-masked]>
Date: Wed, 3 Feb 2021 12:02:11 +0000

Hi Pritish,

Following are what we discussed about.
Please take a look and give me feedback to make the format.

Following are what we agreed today:

  *   QA scheme for LSM evaluation: Sara Heta and Pritish to create a template, 8th Feb.

Nr. of solved tickets, Gaming: 13-15, Enterprise: 8-10, Warranty: 18-20

Nr. of Incoming calls handled:

Nr. of Outgoing calls handled:

Nr. of Missed calls:

Nr. of abandoned calls:

Nr. of Chats handled:

Nr. of Missed chats:

CSAT rate: Gaming 80%. Enterprise 90%

Quality of tickets handling: Min. score x

Quality of calls handling: Min. score x

SLA breached tickets:

Old tickets: If there is any old tickets, the “Old tickets” macro should be in the ticket

Interactions with the team: Questions to be asked in Teams group

Escalations and informing

Products knowledge:

Best regards​​
Sara Aknooni
Project Manager
Global Support and Service
+45 4470 0124
+45 7131  4960
EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
<https://www.eposaudio.com/en/dk>

eposaudio.com<https://www.eposaudio.com/> · Follow us here
​  <https://www.facebook.com/eposenterprise>   <https://twitter.com/eposaudio?lang=da>   <https://www.linkedin.com/company/eposaudio/mycompany/>   <https://www.instagram.com/eposaudio/>   <https://www.youtube.com/channel/UCKZSbHA_gj3OKwPnKa4cNaA>

​

​
​