Subject: Re: Language
From: Pritish Nandi <[email-masked]>
To: "Sara Aknooni, SRAK" <[email-masked]>
Cc: "Heta Nyrhinen, HNYR" <[email-masked]>
Date: Mon, 11 Apr 2022 01:27:46 -0700 (MST)

Hi Sara, 

At present Josie has 33 tickets and only 1 is English ticket. Rest 32 tickets are chinese and also the language selected as Chinese. (Attached). 

So 99% of her workload is Chinese. On other hand Tiantian has mix of English and Chinese tickets as she is learning. 

Agent do not have any way to select any language. That has been restricted due to GDPR. 

I would assume that when a call is resolved as FCR then they solve the ticket without changing the language. Please note that tickets created via calls will have a by default language as English unless it is changed. 

That is only changed when new user needs to be added. 

Regards, 
Pritish 

From: "Sara Aknooni, SRAK" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Heta Nyrhinen, HNYR" <[email-masked]> 
Sent: Monday, April 11, 2022 1:29:07 PM 
Subject: Language 

Hi Pritish, 

I am looking into the stats of solved tickets per language. 

Please have a look on Josie’s solved tickets. 

Is it correct that her major workload is English tickets? 

Are we sure that the agents select correct language? 

	

Best regards 

Sara Aknooni (SRAK) 
Team Manager Global Support, Global Support& Service 
+45 4470 0124 

EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

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