Subject: Re: Tickets closed under Enterprise
From: Pritish Nandi <[email-masked]>
To: saurabh <[email-masked]>
Cc: deeksha <[email-masked]>
Date: Mon, 7 Jun 2021 03:58:56 -0700 (MST)

FYI 

From: "Pritish Nandi" <[email-masked]> 
To: "Heta Nyrhinen, HNYR" <[email-masked]> 
Cc: "Ashish Dabral" <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]> 
Sent: Monday, June 7, 2021 4:20:12 PM 
Subject: Re: Tickets closed under Enterprise 

Hi Heta, 

This was escalated earlier that all chats go to Enterprise group irrespective of the fact if it is gaming or Enterprise. Also, all calls are also going to EPOS L1 queue and by default it is selected under Enterprise Brand. 

So a lot of times agent's forgot to change brands due to which it get's closed in Enterprise. I correct it whenever the report is shared by Ashish however, if the Group is correct and asignee is correct then it does not come in 
the report (Even if it is for Gaming product). 

The resolution for this would be that Gaming Chats and Calls are assigned in the Gaming group, rather then Enterprise. 
This woud resolve most of the errors from agents. 

Regards, 
Pritish 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]>, "Ashish Dabral" <[email-masked]> 
Cc: "Sara Aknooni, SRAK" <[email-masked]> 
Sent: Monday, June 7, 2021 4:10:15 PM 
Subject: Tickets closed under Enterprise 

Hi Pritish, 

We still seem to be closing a lot of tickets under the Enterprise group. This could impact our CSATs and other stats. Could you please check why this is happening? 

One reason seems to be that chats are assigned automatically under Enterprise. [ mailto:[email-masked] | @Ashish Dabral ] Could you please check, if this can be changed. We might have talked about this before, but I can’t remember the outcome. Enterprise chats should go under EPOS L1 group. Please also check, if these tickets were included in your report? They are all solved within the last week. 

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 

[ http://www.eposaudio.com/enterprise/aston-martin-f1?utm_source=mailsignatur&utm_medium=email&utm_campaign=am_f1&utm_content=nn_en_email_aw ] 

	

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