Subject: Re: Long Call Audits
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Date: Mon, 1 Aug 2022 02:10:49 -0700 (MST)

Thank you Heta, 

This is clear. 

Regards, 
Pritish 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Josephine Veena Dorairaj, JVDO" <[email-masked]> 
Sent: Monday, August 1, 2022 1:34:53 PM 
Subject: RE: Long Call Audits 

Hi Pritish, 

We haven’t defined a KPI for the long calls, but I would like to keep 15+ minute calls to a minimum, so we can say they should be below 2%. 

	

Venlig hilsen / Best regards 

Heta Nyrhinen 
Project Manager, Global Support and Service 
+45 4470 0148 

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

[ https://www.eposaudio.com/en/us/enterprise/products/adapt-660-amc-bluetooth-headset-1001125 ] 

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From: Pritish Nandi <[email-masked]> 
Sent: 1. august 2022 07:25 
To: Heta Nyrhinen (HNYR) <[email-masked]> 
Cc: Josephine Veena Dorairaj (JVDO) <[email-masked]> 
Subject: Re: Long Call Audits 

		

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe. 

Hi Heta, 

Thank you. What I wanted to know what would an acceptable % of long calls in a month. Just want to know what is the threshhold. Of course we will check long calls despite any threshold but wanted to know if we have any 

figures as such. 

Regards, 

Pritish 

From: "Heta Nyrhinen, HNYR" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Pritish Nandi" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Josephine Veena Dorairaj, JVDO" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday, July 29, 2022 11:55:55 AM 
Subject: RE: Long Call Audits 

Hi Pritish, 

Thank you. We are now monitoring for any calls above 15 minutes. 

	

Venlig hilsen / Best regards 

Heta Nyrhinen 
Project Manager, Global Support and Service 
+45 4470 0148 

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

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From: Pritish Nandi < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 29. juli 2022 07:48 
To: Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Josephine Veena Dorairaj (JVDO) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Long Call Audits 

		

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe. 

Hi Heta, 

We have few long calls (Inbound + Outbound) in July 2022. Pravesh will audit them tonight to find the reasons and based on that we will share the feedback with the team. 

Currently the long call % is: 

Inbound: 5.81% 

Outbound: 1.59% 

Can you advise what target we should be looking at from EPOS prospective? This would help us monitor our performace on a monthly basis. 

	

Row Labels 	

inbound 	

outbound 	

outbound_missed 	

Grand Total 	

Long Calls 

Tiantian Xiang 	

226 	

151 	

160 	

537 	

29 

Sebastian Constantin Coldea 	

180 	

31 	

29 	

240 	

15 

Arjun Hurry 	

109 	

60 	

1 	

170 	

13 

Jeet Behera 	

79 	

202 	

12 	

293 	

13 

Adelina Paula Bartes 	

94 	

204 	

106 	

404 	

7 

Grace Boussi 	

118 	

107 	

32 	

257 	

6 

Ismael Zakaria 	

112 	

35 	

9 	

156 	

6 

Josie Lau 	

183 	

88 	

113 	

384 	

4 

Sven Thiele 	

142 	

220 	

95 	

457 	

3 

Shivangi 	

120 	

61 	

14 	

195 	

2 

Pravesh Singh 	

46 	

84 	

8 	

138 	

2 

Denisa Magda 	

70 	

65 	

50 	

185 	

1 

Abhishek Tripathi 	

14 	

41 	

44 	

99 	

1 

Mary Grace Matsumoto 	

28 	

43 	

22 	

93 	

0 

Grand Total 	

1566 	

1441 	

716 	

3723 	

114 

Regards, 

Pritish Nandi