Subject: Re: https://eposaudio.zendesk.com/agent/tickets/146896
From: Pritish Nandi <[email-masked]>
To: "Sara Aknooni, SRAK" <[email-masked]>
Cc: "Heta Nyrhinen, HNYR" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Date: Wed, 5 May 2021 23:45:17 -0700 (MST)

Hi Sara, 

Thank you for bringing this to my attention. All the agents are aware of the ticket SLA's and they work as per the below format. 

Handling Breach Tickets first 
Handling About to Breach tickets 
Handling Follow up tickets 
Handling call tickets 

Unfortunately, Call tickets do not show any SLA in them so sometimes when they have more open tickets this can be easily missed. 

Also, we have an issue with the US/Canada line for inbounds which I have escalated to Josephine today. She is investigating this. 

The issue is Agents are not receiving calls when they are available. Sometimes they do but sometimes it is getting abandoned. We have 15+ calls abandoned in the queue. 

I will speak to the US team to make sure they are handling Voice Mails or abandoned calls within the shift as they have enough headcount in the shift to handle these. 

Regards, 
Pritish 

From: "Sara Aknooni, SRAK" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Heta Nyrhinen, HNYR" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]> 
Sent: Wednesday, May 5, 2021 6:35:07 PM 
Subject: https://eposaudio.zendesk.com/agent/tickets/146896 

Hi Pritish, 

We have received an escalation about this case where the customer has left a voice mail on Monday, but we have called them today. 

The question is do they now the first reply SLA and how are they handling the voice mails tickets in general? 

	

Best regards ​​ 

Sara Aknooni 
Team Manager 

Global Support and Service 
+45 4470 0124 

+45 7131 4960 

	

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