Subject: Fwd: L1 ticket handling challenges
From: Pritish Nandi <[email-masked]>
To: saurabh <[email-masked]>
Date: Tue, 28 Sep 2021 04:26:26 -0700 (MST)

From: "Sara Aknooni, SRAK" <[email-masked]> 
To: "abhishek kumar" <[email-masked]> 
Cc: "Pritish Nandi" <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]> 
Sent: Tuesday, September 28, 2021 4:29:48 PM 
Subject: L1 ticket handling challenges 

Hi Abhishek, 

I have written the challenges we are seeing on L1 tickets, lets talk about them in our meeting tomorrow. 

They are addressed by majority of L2 technicians and supervisors. 

    1. Agents don’t make enough outbound calls and it makes the ticket’s lifetime longer 
    2. Agents making inaccurate summaries, usually don’t include new inputs to the summary, copying and pasting emails of customers from the first entry and keep repeating the same thing until end of the case 
    3. Summaries are too long, because the agent doesn’t spend time to understand the details and put them together in a short way 
    4. L1 should escalate on an earlier stage to L2 if they can’t handle a case 
    5. Maximum ticket time life with L1 should be 1 month. L1 can keep the ticket longer than 1 month only if the customer has asked to extend the follow up time or customer is not responsive 

Please think about each of the above topics and we will discuss tomorrow. 

	

Best regards ​​ 

Sara Aknooni 
Team Manager 

Global Support and Service 
+45 4470 0124 

+45 7131 4960 

	

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