Subject: German agents workload
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>
Date: Tue, 11 May 2021 14:51:58 +0000

Hi Pritish,

I checked the situation in the German Enterprise team.

Why does Antonio have so much less tickets than Levente and Sebastian? We should also remove all Gaming tickets from them. I thought that we had already agreed this? They should concentrate on providing premium support in Enterprise.

They all have tickets from January. Why have these not been escalated, if they are not resolved yet? Level 1 shouldn’t have tickets older than a month, unless the customer is unavailable for basic troubleshooting. Could you please review those tickets and take action?

One of the main complaints from bad surveys is the slow support and we will have to change this. These tickets are not warranty or quality tickets so how can we have them open for such a long time?

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

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