Subject: Re: Audit parameters
From: Pritish Nandi <[email-masked]>
To: "Sara Aknooni, SRAK" <[email-masked]>
Cc: "Heta Nyrhinen, HNYR" <[email-masked]>, deeksha <[email-masked]>
Date: Thu, 4 Feb 2021 06:38:18 -0700 (MST)

Hi Sara, 

Just to understand, will this be a daily target or Weekly. Also, I would like to understand some of the parameters for the evaluation so is it possible to have a call next week? 

Regards, 
Pritish 

From: "Sara Aknooni, SRAK" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Heta Nyrhinen, HNYR" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Wednesday, February 3, 2021 5:32:11 PM 
Subject: Audit parameters 

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, 8 th 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 | 
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