Subject: RE: Ageing ticket count for EPOS L1 and Gaming
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: Ashish Dabral <[email-masked]>
Date: Thu, 24 Jun 2021 14:45:40 +0000

Hi Pritish,

Thank you very much for taking action.

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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From: Pritish Nandi <[email-masked]>
Sent: 24. juni 2021 16:38
To: Heta Nyrhinen (HNYR) <[email-masked]>
Cc: Ashish Dabral <[email-masked]>
Subject: Re: Ageing ticket count for EPOS L1 and Gaming

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,

I have checked the L1 tickets and below is the summary. We would try to close and escalate as many as possible. I will check gaming tomorrow and update as many as possible.

ID
Assignee
Requested
Days
Period
Due date
Next SLA breach
Group
Remarks
Status
149211
AJ Hurry
5/13/2021 23:42
41
More than 1 month

6/24/2021 21:00
EPOS L1
Closed
Closed
149752
AJ Hurry
5/18/2021 6:46
37
More than 1 month
6/24/2021 7:00

EPOS L1
Customer requested for a callback today. If not resolved would be escalated to L2.
Pending
150395
AJ Hurry
5/20/2021 15:46
34
More than 1 month

6/25/2021 21:00
EPOS L1
Ticket was escalated and pushed back by Temi to L1
Pending
150317
Antonio Iunco
5/20/2021 10:08
35
More than 1 month

6/24/2021 14:07
EPOS L1
RMA already approved. Customer responds slow on calls or emails. Initially a L2 ticket. Shared Invoice but again did not share Address. Need to call again.
Open
145152
Anupam Tiwari
4/26/2021 3:36
59
More than 1 month

6/24/2021 21:00
EPOS L1
Customer is unresponsive. Asked to wait till next week for her to be available. Need to wait.
Pending
146968
Anupam Tiwari
5/4/2021 7:34
51
More than 1 month

6/25/2021 3:32
EPOS L1
Bad Survey reopned. Hard to understand customer on call and does not respond to emails. Will close in next follow up.
Pending
149368
Ismael Zakaria
5/14/2021 19:48
40
More than 1 month

6/23/2021 16:22
EPOS L1
Need to call today. If not resolved will escalate to l2
Pending
146395
Levente Szabo
4/30/2021 8:58
55
More than 1 month

6/25/2021 12:08
EPOS L1
Will close in next follow up as customer not responding and we do not have any phone number to call. Pushed back from L2.
Pending
148856
Levente Szabo
5/12/2021 8:06
43
More than 1 month

6/24/2021 11:42
EPOS L1
L2 asked to collect sample to L1. Customer would not be back till 29 June 29\
Pending
150121
Levente Szabo
5/19/2021 13:29
35
More than 1 month
6/28/2021 9:00

EPOS L1
L2 Pushed back with further checks. Customer not available till 28 June.
Pending
150362
Levente Szabo
5/20/2021 13:37
34
More than 1 month

6/24/2021 14:05
EPOS L1
Reseller raised issue and they are not receiving update from customer. They keep saying we are checking.
Pending
150517
Marika Fujita
5/21/2021 6:45
34
More than 1 month

6/25/2021 21:00
EPOS L1
RMA approved already. Will send RMA to CS.
Pending
149972
Pravesh Singh
5/18/2021 18:48
36
More than 1 month

6/23/2021 16:29
EPOS L1
Unresponsive customer. She was waiting for Battery and USB cable to be sent by reseller. Asked to reset and if it does not work to share invoice. Will raise for RMA.
Pending
147830
Rosette Modiri
5/6/2021 17:47
48
More than 1 month

6/24/2021 13:46
EPOS L1
Closed
Closed
148409
Rosette Modiri
5/10/2021 12:47
44
More than 1 month

6/24/2021 21:00
EPOS L1
Already with L2
Pending
148905
Rosette Modiri
5/12/2021 12:01
42
More than 1 month

6/23/2021 11:31
EPOS L1
Already with L2
Pending
149908
Rosette Modiri
5/18/2021 15:06
36
More than 1 month

6/23/2021 13:44
EPOS L1
We have asked for sample. Customer is delaying sending the product.
Pending
150096
Rosette Modiri
5/19/2021 11:17
36
More than 1 month

6/23/2021 12:41
EPOS L1
L2 Pushed back and again escalate for RMA. RMA approved. Waiting for RMA details
Pending
150605
Rosette Modiri
5/21/2021 13:04
33
More than 1 month

6/23/2021 15:00
EPOS L1
RMA done
Pending
149102
Sebastian Coldea
5/13/2021 9:24
42
More than 1 month

6/24/2021 8:22
EPOS L1
L2 Pushed back with further checks. Customer not responding. Will close in next attempt
Pending

Regards,
Pritish

________________________________
From: "Heta Nyrhinen, HNYR" <[email-masked]<mailto:[email-masked]>>
To: "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>
Cc: "Ashish Dabral" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, June 24, 2021 2:30:41 PM
Subject: RE: Ageing ticket count for EPOS L1 and Gaming

Hi Pritish,

That is fine, thank you. I have also reminded L2 agents that they have to take ownership of the old tickets.

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%7Chnyr%40eposaudio.com%7C0e13976ae8e54ba0acc508d9371dabee%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637601422861974622%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=tPhYy4GSAcRIQbFv9FN7jn5klGrgzJ21J64FrZdJ3LM%3D&reserved=0>

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From: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Sent: 24. juni 2021 10:55
To: Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>
Cc: Ashish Dabral <[email-masked]<mailto:[email-masked]>>
Subject: Re: Ageing ticket count for EPOS L1 and Gaming

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,

I will check and update the team.

We have worked on ageing tickets 2 days back and closed as many as possible. I would have to check the enterprise tickets to see if they were already been escalated.

Because a lot of the tickets as pushed back to L1 to ask further information and due to that reason it shows open under L1.

I will get back to you on this by tomorrow if that is okay.

Regards,
Pritish

________________________________
From: "Heta Nyrhinen, HNYR" <[email-masked]<mailto:[email-masked]>>
To: "Ashish Dabral" <[email-masked]<mailto:[email-masked]>>, "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, June 23, 2021 5:50:31 PM
Subject: RE: Ageing ticket count for EPOS L1 and Gaming

Thank you Ashish!

@Pritish Nandi<mailto:[email-masked]> Could you please ask the agents to summarize the Enterprise tickets and transfer them to Level 2.

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%7Chnyr%40eposaudio.com%7C0e13976ae8e54ba0acc508d9371dabee%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637601422862014603%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=T6nVU31KjnjI%2Bl0B2GVkUB8l9ef0ARyWl%2BXFd4sBl1s%3D&reserved=0>

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From: Ashish Dabral <[email-masked]<mailto:[email-masked]>>
Sent: 23. juni 2021 14:14
To: Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>
Cc: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Subject: Re: Ageing ticket count for EPOS L1 and Gaming

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,

Here is the attached report by brands.

Regards,
Ashish Dabral

________________________________
From: "hnyr" <[email-masked]<mailto:[email-masked]>>
To: "Ashish Dabral" <[email-masked]<mailto:[email-masked]>>, "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, June 23, 2021 4:26:33 PM
Subject: RE: Ageing ticket count for EPOS L1 and Gaming

Hello Ashish,

Thank you for the report. Could you please divide this by brand, as for Gaming we don’t have a Level 2 transfer possibility, but the Enterprise tickets should be transferred to Level 2? For Gaming Supervisors should take a look what the delay is and advise the agents further.

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
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From: Ashish Dabral <[email-masked]<mailto:[email-masked]>>
Sent: 23. juni 2021 10:35
To: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Cc: Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>
Subject: Ageing ticket count for EPOS L1 and Gaming

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Hi Pritish,

Here is the count for Ageing tickets by agents.

Count of Period
Column Labels
Row Labels
More than 1 month
More than 2 months
Grand Total
AJ Hurry
3
3
Antonio Iunco
2
2
Anupam Tiwari
2
2
Denisa Magda
7
7
Dheeraj Tripathi
6
1
7
Grace Boussi
7
7
Ismael Zakaria
1
1
Levente Szabo
5
5
Marika Fujita
2
2
Md. Modassir Hassan
2
2
Pravesh Singh
1
1
Pritish Nandi
1
1
Rosette Modiri
6
6
Sebastian Coldea
1
1
Grand Total
46
1
47

Regards,
Ashish Dabral