Subject: RE: Zendesk Chat - Schedule 11-15th April 2022
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>, Saurabh Dadu <[email-masked]>, deeksha <[email-masked]>
Date: Mon, 11 Apr 2022 10:46:28 +0000

Hi Pritish,

It seems fine as we don’t have any other options for APAC at the moment.

Venlig hilsen / Best regards
Heta Nyrhinen (HNYR)
Project Manager, Global Support and Service
+45 4470 0148
EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark
<https://www.eposaudio.com/en/dk/enterprise/aston-martin-f1?utm_source=mailsignatur&utm_medium=email&utm_campaign=am_f1&utm_content=nn_en_email_aw>
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From: Pritish Nandi <[email-masked]>
Sent: 11. april 2022 12:29
To: Heta Nyrhinen (HNYR) <[email-masked]>
Cc: Sara Aknooni (SRAK) <[email-masked]>; Saurabh Dadu <[email-masked]>; deeksha <[email-masked]>
Subject: Zendesk Chat - Schedule 11-15th April 2022

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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