Subject: Re: Overdue tickets
From: Pritish Nandi <[email-masked]>
To: deeksha <[email-masked]>
Cc: "Heta Nyrhinen, HNYR" <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]>, saurabh <[email-masked]>
Date: Wed, 13 Apr 2022 04:32:29 -0700 (MST)

Hi Heta, 

Thank you for you email. 

Most of the breached tickets you are able to see are follow up tickets. The agents work on tickets on requeter update basis and not SLA breach basis. That is the reason you are able to see these tickets breached. 

Except for two tickets (from Ritesh) all tickets are opened as per their SLA time today only. 

However, the agents are working on these breached tickets side by side and all tickets would be updated by end of Shift. Also, I have updated the German and French team on selecting manual SLA based on their work schedule for this and next week. 

Regards, 
Pritish 

From: "deeksha" <[email-masked]> 
To: "Heta Nyrhinen, HNYR" <[email-masked]>, "Pritish Nandi" <[email-masked]> 
Cc: "Sara Aknooni, SRAK" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Wednesday, April 13, 2022 4:42:15 PM 
Subject: Re: Overdue tickets 

Hi Heta, 

Getting this checked now. 

@Pritish: please check and let us know. 

Thanks 

Regards 
Deeksha 

From: Heta Nyrhinen (HNYR) <[email-masked]> 
Sent: Wednesday, April 13, 2022 4:39 PM 
To: Pritish Nandi (LSM) <[email-masked]> 
Cc: Sara Aknooni (SRAK) <[email-masked]>; Saurabh Dadu <[email-masked]>; Deeksha Dadu <[email-masked]> 
Subject: Overdue tickets 

Hi Pritish, 

I’m noticing a lot of overdue tickets every day. Could you please check why this is happening and ask the agents to update these tickets in the list below that are overdue now? 

Also the agents that will have Easter off, should set the due dates manually, if the SLA falls to one of the Easter days. Otherwise the working agents will have to check the queues so that nothing goes outside of the SLA. 

#211936 

#214399 

#214214 

#215200 

#212994 

#214610 

#215201 

#212715 

#215270 

#216146 

#214250 

#214998 

#213307 

#214397 

#211811 

#211542 

#216357 

#216359 

#215022 

#216365 

#213791 

#214871 

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 

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