Subject: RE: Language
From: "Sara Aknooni (SRAK)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: "Heta Nyrhinen (HNYR)" <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Mon, 11 Apr 2022 09:05:43 +0000

Hi Pritish,

Thank you for the response. However, my question was if she mainly handles Chinese tickets.
Heta just investigated it, it shows half of the tickets Josie has handles are from countries other than China.
We would like to have our non-English agents handle mainly their specific language, not English. 80-90% of their workload must be their skilled language.
There are two solutions to address this:

  *   We have added a field for "Language" to the tickets form, agents have to check it before closing the tickets.

Many of Chinese tickets have been closed with English US, as auto field language, so we shouldn't rely on the fields' auto entries.

  *   We have to ensure that our 2 Chinese agents Only handle Chinese tickets and calls.

Please align with Ashish to remove them from all English lines and ask them to not handle anything than Chinese tickets and calls.

  *   Same goes for German, French and soon Japanese agents. We would like them to handle their own language, not English.
Thank you!

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
<https://www.eposaudio.com/>
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From: Pritish Nandi <[email-masked]>
Sent: Monday, April 11, 2022 10:28 AM
To: Sara Aknooni (SRAK) <[email-masked]>
Cc: Heta Nyrhinen (HNYR) <[email-masked]>
Subject: Re: Language

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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]<mailto:[email-masked]>>
To: "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>
Cc: "Heta Nyrhinen, HNYR" <[email-masked]<mailto:[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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