Subject: Re: Karan - ticket handling quality
From: Pritish Nandi <[email-masked]>
To: "Daisuke Murata, DIUM" <[email-masked]>
Cc: saurabh <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]>
Date: Mon, 22 Aug 2022 22:08:09 -0700 (MST)

Hi Daisuke, 

Thank you for your feedback. 

We will speak to the agent and share the feedback. 

Regards, 
Pritish 

From: "Daisuke Murata, DIUM" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]> 
Sent: Tuesday, August 23, 2022 9:29:22 AM 
Subject: Karan - ticket handling quality 

Hi Pritish, 

Please instruct Karan/L1 agent to be clearer on case summary. 

His summary now looks like it is a summary of his opinions, not based on what he found through troubleshooting. Often times we loose track on what the issue is or what he did prior to escalation. 

Below is some sample tickets 

239546 – unclear summary 

242834 – unclear summary 

242830 – not updated 

Thanks. 

Daisuke Murata 

Technical Support Specialist 

EPOS Japan 

Mobile: 080-5105-4566