Subject: RE: L2 Assigning Tickets- 172728
From: "Josephine Veena Dorairaj (JVDO)" <[email-masked]>
To: "Sara Aknooni (SRAK)" <[email-masked]>, Pritish Nandi <[email-masked]>
Cc: deeksha <[email-masked]>, Saurabh Dadu <[email-masked]>, abhishek kumar <[email-masked]>
Date: Mon, 13 Sep 2021 14:40:41 +0000

Hi Sara,

I have informed the team and also shared the list of Level 1 Agents with their shift timings to Level 2 team.

Best regards,
Josephine Veena Dorairaj
Technical Support Specialist
+45 21684511
EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark
<https://www.eposaudio.com/en/jp/gaming/products/gsp-602-1000414>

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From: Sara Aknooni (SRAK) <[email-masked]>
Sent: 13. september 2021 16:32
To: Pritish Nandi <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>
Cc: deeksha <[email-masked]>; Saurabh Dadu <[email-masked]>; abhishek kumar <[email-masked]>
Subject: RE: L2 Assigning Tickets- 172728

Hi Pritish,

Thank you for bringing it to my attention.
@Josephine Veena Dorairaj (JVDO)<mailto:[email-masked]>could you inform the team as agreed earlier?

Best regards​​
Sara Aknooni
Team Manager
Global Support and Service
+45 4470 0124
+45 7131  4960

From: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, September 11, 2021 9:36 AM
To: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>
Cc: deeksha <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; abhishek kumar <[email-masked]<mailto:[email-masked]>>; Josephine Veena Dorairaj (JVDO) <[email-masked]<mailto:[email-masked]>>
Subject: L2 Assigning Tickets- 172728

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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