Subject: Re: April good surveys Level 1
From: Pritish Nandi <[email-masked]>
To: "Sara Aknooni, SRAK" <[email-masked]>
Cc: "Heta Nyrhinen, HNYR" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Date: Sun, 6 Jun 2021 23:03:31 -0700 (MST)

Hi Sara, 

This was already done. 

Anupam - He has eight bad surveys out of which 2 were only agent fault and rest is procedure and customer error. I have had a discussion with him on this on 3rd of June and he has promised to pull up scores this month. 
Another issue was he has very less survey answered despite sending survey links. So the the impact of the DSAT is more. 

Two bad suerveys were because incomplete or incorrrect diagnostics. 

Ticket ID 	Assignee name 	Category 	Sub Category 	Comments 
146082 	Anupam Tiwari 	Product 	Bugs 	After updating the FW the Battery Voice Prompt was removed. He was not happy with this. 
143835 	Anupam Tiwari 	Procedure 	Sales Procedure 	Unable to purchase from reseller 
145785 	Anupam Tiwari 	Product 	Feature 	Wanted a voice prompt for all copmmands he is making from the headset button 
147834 	Anupam Tiwari 	Procedure 	Warranty policies/procedure 	Physical Damage 
146644 	Anupam Tiwari 	Customer 	Customer Knowledge 	Bad Rating when the issue is resolved. 
149442 	Anupam Tiwari 	Customer 	Customer Knowledge 	She was advised to buy EHS cable and she was not happy it was workinhg without it. She wanted refund. 
143907 	Anupam Tiwari 	Agent 	Incorrect Answer 	Never advised to update the EC to new version. Also no calls made. 
144983 	Anupam Tiwari 	Agent 	Incorrect Answer 	Agent never advised on how to remove the SDK error from Mac and try again. Should have called but never did. 

Pravesh - He has Seven bad surveys out of which four were agent errors. Again I have shared the feedback with him on Thursday on all DSAT's and advised how he could deal with situation on his favor. 
Pravesh would be able to pull his score this june. He received most DSAT because of not calling the customer and explaining properly. 

You would be able to see better results on the OB calling this June as all of the agents has started calling customers. Also auditing is done on the basis that they either need to call at first attempt or ask for phone number. 
They are being marked down if this is not the case. 

Ticket ID 	Assignee name 	Category 	Sub Category 	Comments 
143527 	Pravesh Singh 	Procedure 	Warranty policies/procedure 	Physical Damage 
144195 	Pravesh Singh 	Customer 	Customer Knowledge 	Customer got mad when asked what is the damage with headset 
146517 	Pravesh Singh 	Procedure 	Warranty policies/procedure 	Dongle was expensive to buy and we did not replace due to policy 
128760 	Pravesh Singh 	Agent 	Not Calling 	3 months old case and never called the customer 
141418 	Pravesh Singh 	Agent 	Not Calling 	Did not call the customer when closing unresponsive ticket\ 
143280 	Pravesh Singh 	Agent 	Not Calling 	Agent did not call the customer when the phone number was available 
150692 	Pravesh Singh 	Agent 	Poor Communication 	Agent was unable to explain that the link has list of reseller and we do not know whop sells one or pack of 10. It is something controlled by reseller and not us. Should have explained better. 

Regards, 
Pritish 

From: "Sara Aknooni, SRAK" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]> 
Cc: "Josephine Veena Dorairaj, JVDO" <[email-masked]> 
Sent: Monday, June 7, 2021 2:20:16 AM 
Subject: RE: April good surveys Level 1 

Hi Pritish, 

Could you please analyze Bad surveys of Pravesh and Anupam to find where is not going fine? 

Anupam is very much below the KPI and Pravesh has received many Bad surveys, however I think Pravesh is doing a good job. 

We should find the cause. 

Thank you in advance! 

	

Best regards ​​ 

Sara Aknooni 
Team Manager 

Global Support and Service 
+45 4470 0124 

+45 7131 4960 

From: Pritish Nandi <[email-masked]> 
Sent: Friday, June 4, 2021 4:39 PM 
To: Heta Nyrhinen (HNYR) <[email-masked]> 
Cc: Sara Aknooni (SRAK) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]> 
Subject: Re: April good surveys Level 1 

		

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe. 

Hi Heta, 

PFB some analysis on the Good Survey and also directly related to the duration of ticket closure. This is just an initial glimpse and not a thorough analysis. I will be checking more as we discussed and try to see what could be the reasons. 

My initial thoughts: 

1. Less number of Surveys answered by customers 

2. Most people who have high closure duration have more bad surveys. 

3. After checking comments, I found that even if they took longer to resolve they go good survey because they kept customer informed accurately and did not Breach SLA 

4. Change of warranty procedure is also one factor which cannot be ignored. The customer has to wait more time now on SLTR as compared to SNOW. 

CSAT of Agents: 

	

Enterprise 					

Assignee name 	

Good satisfaction 	

Bad satisfaction 	

Total 	

Good % 	

Bad% 

Aparna Jain 	

47 	

6 	

53 	

88.68% 	

11.32% 

Daniele Castiglioni 	

31 	

4 	

35 	

88.57% 	

11.43% 

Sebastian Coldea 	

20 	

0 	

20 	

100.00% 	

0.00% 

Levente Szabo 	

19 	

2 	

21 	

90.48% 	

9.52% 

Pravesh Singh 	

18 	

7 	

25 	

72.00% 	

28.00% 

Antonio Iunco 	

18 	

2 	

20 	

90.00% 	

10.00% 

Dipanshu Sharma 	

18 	

0 	

18 	

100.00% 	

0.00% 

Rosette Modiri 	

15 	

1 	

16 	

93.75% 	

6.25% 

Md. Modassir Hassan 	

13 	

3 	

16 	

81.25% 	

18.75% 

Ismael Zakaria 	

9 	

1 	

10 	

90.00% 	

10.00% 

Anupam Tiwari 	

7 	

8 	

15 	

46.67% 	

53.33% 

Marika Fujita 	

7 	

0 	

7 	

100.00% 	

0.00% 

AJ Hurry 	

6 	

0 	

6 	

100.00% 	

0.00% 

Grace Boussi 	

3 	

0 	

3 	

100.00% 	

0.00% 

Jessica Chen 	

2 	

0 	

2 	

100.00% 	

0.00% 

Heta Nyrhinen 	

2 	

0 	

2 	

100.00% 	

0.00% 

Grand Total 	

235 	

34 	

269 	

87.36% 	

12.64% 

	

Gaming 					

Assignee name 	

Good satisfaction 	

Bad satisfaction 	

Total 	

Good % 	

Bad% 

Aparna Jain 	

55 	

11 	

66 	

83.33% 	

16.67% 

Daniele Castiglioni 	

47 	

10 	

57 	

82.46% 	

17.54% 

Marika Fujita 	

39 	

5 	

44 	

88.64% 	

11.36% 

Pradeep Verma 	

18 	

4 	

22 	

81.82% 	

18.18% 

Dheeraj Tripathi 	

18 	

12 	

30 	

60.00% 	

40.00% 

Denisa Magda 	

17 	

12 	

29 	

58.62% 	

41.38% 

Pravesh Singh 	

13 	

3 	

16 	

81.25% 	

18.75% 

Ismael Zakaria 	

9 	

2 	

11 	

81.82% 	

18.18% 

Grace Boussi 	

8 	

4 	

12 	

66.67% 	

33.33% 

Jessica Chen 	

5 	

2 	

7 	

71.43% 	

28.57% 

Sebastian Coldea 	

4 	

0 	

4 	

100.00% 	

0.00% 

Ashish 	

4 	

0 	

4 	

100.00% 	

0.00% 

AJ Hurry 	

4 	

4 	

8 	

50.00% 	

50.00% 

Antonio Iunco 	

3 	

0 	

3 	

100.00% 	

0.00% 

Md. Modassir Hassan 	

3 	

0 	

3 	

100.00% 	

0.00% 

Daisuke Murata 	

2 	

1 	

3 	

66.67% 	

33.33% 

Levente Szabo 	

2 	

0 	

2 	

100.00% 	

0.00% 

Heta Nyrhinen 	

2 	

0 	

2 	

100.00% 	

0.00% 

Rosette Modiri 	

1 	

3 	

4 	

25.00% 	

75.00% 

Dipanshu Sharma 	

1 	

1 	

2 	

50.00% 	

50.00% 

Dadu 	

1 	

0 	

1 	

100.00% 	

0.00% 

Josephine Veena 	

1 	

0 	

1 	

100.00% 	

0.00% 

Karin Gligor 	

1 	

0 	

1 	

100.00% 	

0.00% 

Grand Total 	

258 	

75 	

333 	

77.48% 	

22.52% 

Correlation: 

	

Enterprise 			

Row Labels 	

Tickets closed 	

Average of Duration (In days) 	

CSAT% 

Denisa Magda 	

2 	

6 	

	

Marika Fujita 	

44 	

7 	

100% 

Jessica Chen 	

3 	

11 	

100% 

Daisuke Murata 	

2 	

12 	

	

Grace Boussi 	

39 	

13 	

100% 

Pravesh Singh 	

99 	

14 	

72% 

Ismael Zakaria 	

76 	

14 	

90% 

Antonio Iunco 	

79 	

15 	

90% 

Levente Szabo 	

124 	

16 	

90% 

Sebastian Coldea 	

108 	

16 	

100% 

Anupam Tiwari 	

85 	

17 	

47% 

Dipanshu Sharma 	

73 	

18 	

100% 

Md. Modassir Hassan 	

77 	

18 	

81% 

AJ Hurry 	

28 	

19 	

100% 

Rosette Modiri 	

60 	

22 	

94% 

Grand Total 	

899 	

16 	

	

Gaming 			

Row Labels 	

Tickets closed 	

Average of Duration (In days) 	

CSAT% 

Sebastian Coldea 	

13 	

7 	

100% 

Md. Modassir Hassan 	

9 	

10 	

100% 

Marika Fujita 	

83 	

11 	

89% 

Antonio Iunco 	

10 	

11 	

100% 

Pravesh Singh 	

64 	

12 	

81% 

Levente Szabo 	

12 	

13 	

100% 

Dipanshu Sharma 	

21 	

14 	

50% 

AJ Hurry 	

61 	

15 	

50% 

Karin Gligor 	

25 	

16 	

100% 

Denisa Magda 	

101 	

16 	

59% 

Anupam Tiwari 	

15 	

16 	

	

Pradeep Verma 	

115 	

16 	

82% 

Rosette Modiri 	

13 	

16 	

25% 

Dheeraj Tripathi 	

127 	

18 	

60% 

Daisuke Murata 	

12 	

19 	

67% 

Ismael Zakaria 	

37 	

19 	

82% 

Grace Boussi 	

59 	

20 	

67% 

Jessica Chen 	

25 	

23 	

71% 

Grand Total 	

802 	

16 	

From: "Heta Nyrhinen, HNYR" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Pritish Nandi" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Sara Aknooni, SRAK" < [ mailto:[email-masked] | [email-masked] ] >, "Josephine Veena Dorairaj, JVDO" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, June 3, 2021 6:34:26 PM 
Subject: RE: April good surveys Level 1 

Hi Pritish, 

It doesn’t need to be so detailed for now, as I know that you’re busy. You could check the customers’ comments first of all and the amount of good and bad surveys for each agent. 

Thank you for your efforts! 

Best regards​​ 

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

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ https://eur01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.eposaudio.com%2Fenterprise%2Faston-martin-f1%3Futm_source%3Dmailsignatur%26utm_medium%3Demail%26utm_campaign%3Dam_f1%26utm_content%3Dnn_en_email_aw&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609835348%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=p5gTnLfz4meBIWiUapsS%2Ba75%2FWuIO5D%2F3pXvY4lL1Gc%3D&reserved=0 ] 

	

[ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2F&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609845346%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=fo7B4%2BmW5lTnt3ElgWLTg8q7gabTqMyvBFJJ0i3OzvE%3D&reserved=0 | eposaudio.com ] · Follow us here 	

[ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.facebook.com%2Feposenterprise&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609845346%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=wv0lk5Zochne9dhgezT9s%2F0BUCVaPszUczsIpMk0pF0%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Ftwitter.com%2Feposaudio%3Flang%3Dda&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609855336%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=v9hpYBCaNllJBouEWFe4HxRA8babGERxSBn7pI4jqUI%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Feposaudio%2Fmycompany%2F&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609855336%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=5h55zYSPmCXcGGL0VaQKV6%2B3qL4tEudnn67NBFvD3hk%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.instagram.com%2Feposaudio%2F&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609865325%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=Npbi9fFM1zMp13cvxDFF6JVczGrJEBND9a1uYemWC08%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.youtube.com%2Fchannel%2FUCKZSbHA_gj3OKwPnKa4cNaA&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609865325%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=5lNIke3DwXGYZqom7Rbzvzovc50uuIkjNVBzxJkvg1w%3D&reserved=0 ] 

	

	

From: Pritish Nandi < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 3. juni 2021 15:00 
To: Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sara Aknooni (SRAK) < [ mailto:[email-masked] | [email-masked] ] >; Josephine Veena Dorairaj (JVDO) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: April good surveys Level 1 

		

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe. 

Hi Heta, 

Sure will try to do that however just to let you know the sheet contains 490 entries and it has to be checked all manually so it may take some time to share the report. 

However, if you need only random sampling then that should not take much time. 

Apologies as I do want to complete it asap but do not have a lot of bandwidth due to other tasks in hand. 

Regards, 

Pritish 

From: "Heta Nyrhinen, HNYR" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Pritish Nandi" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Sara Aknooni, SRAK" < [ mailto:[email-masked] | [email-masked] ] >, "Josephine Veena Dorairaj, JVDO" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, June 3, 2021 6:12:14 PM 
Subject: RE: April good surveys Level 1 

Hi Pritish, 

Could you please have a look at the attached report for good surveys in May and check the tickets for the points below. I think we didn’t get to do this for April so let’s try now. 

Best regards​​ 

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

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ https://eur01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.eposaudio.com%2Fenterprise%2Faston-martin-f1%3Futm_source%3Dmailsignatur%26utm_medium%3Demail%26utm_campaign%3Dam_f1%26utm_content%3Dnn_en_email_aw&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609875321%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=LeLb%2BRoalUv%2F2bF%2BC6IrSE5FpIBpdTJw1yKS%2BiZGl8w%3D&reserved=0 ] 

	

[ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2F&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609875321%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=5Xhx%2BGaqeWtOd6u7BKD%2BhtFTtdEOK%2FtbfUiloP4NXCY%3D&reserved=0 | eposaudio.com ] · Follow us here 	

[ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.facebook.com%2Feposenterprise&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609885312%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=2raY%2FjYHF2kBS3KyvAi6nkZ8SNZqiH08OdNIaqZpXqM%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Ftwitter.com%2Feposaudio%3Flang%3Dda&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609885312%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=oS7wbYmRp0C7BjcL2r4fgbzGJvHIkK7DFesLwrZURLM%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Feposaudio%2Fmycompany%2F&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609895309%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=jmtllSJODcgHUL9SUaVdK9Q3dNjg1Att9ZOjHgiTIyM%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.instagram.com%2Feposaudio%2F&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609895309%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=pG6N%2BhbeRbYMp748F0Yk%2B4RhUDYjfryHcXYanB0%2Bkg4%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.youtube.com%2Fchannel%2FUCKZSbHA_gj3OKwPnKa4cNaA&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609905306%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=DdeKs%2FzQvV4JgPWjy8t2u%2FK1B3hlw%2B9f27%2FurZ5w7ds%3D&reserved=0 ] 

	

	

From: Heta Nyrhinen (HNYR) 
Sent: 12. maj 2021 13:16 
To: Pritish Nandi < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sara Aknooni (SRAK) < [ mailto:[email-masked] | [email-masked] ] >; Josephine Veena Dorairaj (JVDO) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: April good surveys Level 1 

Hi Pritish, 

As much as analyzing bad surveys, we should also be looking into good surveys: 

    * What are the reasons we are getting them? 
    * Which agents get a lot of good surveys? 
    * Is the amount of good surveys in direct correlation to productivity or are the agents doing something special? 
    * Are some agents continuously getting a low amount of good surveys? 
    * Are all agents encouraging customers to fill in the survey. 

Here are the stats for agents with good surveys in April. By the way, for all CSAT analysis we should start separating Enterprise and Gaming, as the brands have different KPIs. The agents receiving a lot of good surveys should receive positive feedback. 

Enterprise good surveys in April 2021 

	

Agent 	

Amount of good surveys in April 

Daniele 	

66 

Pravesh 	

29 

Sebastian 	

23 

Antonio 	

22 

Modassir 	

19 

Levente 	

16 

Anupam 	

13 

Ashish 	

13 

Aparna 	

12 

Dipanshu 	

11 

Rosette 	

10 

Ismael 	

8 

Grace 	

7 

AJ 	

4 

Marika 	

4 

Pritish 	

3 

Jessica 	

2 

Gaming good surveys in April 2021 

	

Agent 	

Amount of good surveys in April 

Daniele 	

57 

Marika 	

29 

Ashish 	

27 

Dheeraj 	

25 

Pravesh 	

25 

Denisa 	

18 

Aparna 	

17 

Pradeep 	

16 

Karin 	

13 

Grace 	

12 

Jessica 	

12 

Ismael 	

8 

Dipanshu 	

3 

Levente 	

3 

AJ 	

2 

Antonio 	

1 

Sebastian 	

1 

Best regards​​ 

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

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ https://eur01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.eposaudio.com%2Fenterprise%2Faston-martin-f1%3Futm_source%3Dmailsignatur%26utm_medium%3Demail%26utm_campaign%3Dam_f1%26utm_content%3Dnn_en_email_aw&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609915299%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=TRpeXLDF2MdEptBHzeDl8r5lGp0dJKALOeP9E1dE4BI%3D&reserved=0 ] 

	

[ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2F&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609915299%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=VQ5BhACyZ7CcDfk%2Bmt%2BfWE6wwUCMXi1kMaSTrmAly3o%3D&reserved=0 | eposaudio.com ] · Follow us here 	

[ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.facebook.com%2Feposenterprise&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609925292%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=qZ0BpwPD%2FkurfFSWFutPwTWQNXlAo0nIg5NuMNMOu%2BM%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Ftwitter.com%2Feposaudio%3Flang%3Dda&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609925292%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=%2BHkhCMcNhL09QTIqfN4ZtBbXUDenhp%2BliqK1wkzCu7w%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Feposaudio%2Fmycompany%2F&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609935287%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=8KvWaC06zQdRH9XHHNkgpnLA%2BY0S%2BGM3gIybpnjDO%2B8%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.instagram.com%2Feposaudio%2F&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609935287%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=2lekC%2B4newphu7fDZZ40w2SIdDqJu%2FRde%2BR%2FK4lbVWY%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.youtube.com%2Fchannel%2FUCKZSbHA_gj3OKwPnKa4cNaA&data=04%7C01%7Csrak%40eposaudio.com%7Caae4ca06650e47e92f8108d9276674ef%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637584143609945284%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=B89bIuj%2FBke3HMcJep2rrK6czz6GK1zU4hYu6DWZcSM%3D&reserved=0 ]