Subject: L2 Assigning Tickets- 172728
From: Pritish Nandi <[email-masked]>
To: "Sara Aknooni, SRAK" <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>, abhishek kumar <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Date: Sat, 11 Sep 2021 00:36:15 -0700 (MST)

Hi Sara, 

Could you please ask the L2 team to consider the shift timings when assigning tickets to the agents? Like for example, an EMEA ticket is assigned to a US agent. Now the agent is unable to call the customer 
because of the time difference. 

Above is one of the examples. This definitely delays the resolution time. 

Thank you. 

Regards, 
Pritish Nandi