Subject: Zendesk Chat - Schedule 11-15th April 2022
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>, saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Mon, 11 Apr 2022 03:28:45 -0700 (MST)

Hi Heta, 

Please review the schedule for the Zendesk Chat operations and advise if you need any changes. Once you approve I will implement the changes ASAP. 

We need a backup for the main chat agents if the main agents are going on a break. Also for APAC both the agents needs to be online as we have less workforce in that shift. I cannot take off Shivangi completely off from calls, 
as she is the only one handling APAC (Other lines) and Australian calls. Let me know if you have any other suggestions. 

Note: Any English chats picked up by Tiantian will be eventually assigned to Shivangi for follow up and resolution. 

Agent 	Role 	Working 	Shift 	Group 	Language 	Role 	Working time Time in CET 	Monday 	Tuesday 	Wednesday 	Thursday 	Friday 
Shivangi 	L1 Agent 	Full Time 	APAC 	Gaming-Enterprise 	ENG 	Main 	08:00-17:00 	8am-5pm AEST 	8am-5pm AEST 	8am-5pm AEST 	8am-5pm AEST 	8am-5pm AEST 
Tiantian 	L1 Agent 	Full Time 	APAC 	Gaming-Enterprise 	CH-ENG 	Backup 	03:00-12:00 	9am-6pm CST 	9am-6pm CST 	9am-6pm CST 	9am-6pm CST 	9am-6pm CST 
Ritesh 	L1 Agent 	Full Time 	EMEA 	Gaming 	ENG 	Main 	08:00-17:00 	8am-5pm CET 	8am-5pm CET 	8am-5pm CET 	8am-5pm CET 	8am-5pm CET 
Adelina Paula 	L1 Agent 	Full Time 	EMEA 	Gaming-Enterprise 	GR-ENG 	Backup 	08:00-17:00 	8am-5pm CET 	8am-5pm CET 	8am-5pm CET 	8am-5pm CET 	8am-5pm CET 
Bharat Bhattacharya 	L1 Agent 	Full Time 	US 	Gaming-Enterprise 	ENG 	Main 	16:30-01:30 	10:30am-07:30pm-EST 	10:30am-07:30pm-EST 	10:30am-07:30pm-EST 	10:30am-07:30pm-EST 	10:30am-07:30pm-EST 
AJ 	L1 Agent 	Full Time 	US 	Gaming-Enterprise 	ENG 	Backup 	17:30-02:30 	11:30am-08:30pm-EST 	11:30am-08:30pm-EST 	11:30am-08:30pm-EST 	11:30am-08:30pm-EST 	11:30am-08:30pm-EST 

Regards, 
Pritish Nandi