Subject: Ageing Tickets - 20/7/2022
From: Pritish Nandi <[email-masked]>
To: Pravesh Singh <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Wed, 20 Jul 2022 15:13:07 -0700 (MST)

Hi Pravesh, 

Please see the attached ageing tickets and please ask the AAPC and EMEA shifts to work on them. Share the ageing tickets with them Individually in teams and ask them to update us with the reasons. 

Also, please check the One Touch data for the agents. the data I have marked in red are the concerns which you need to speak to. Their resolution time is higher then others which means they are sending too many emails to customers. 
Either they are not calling the customers when required or doing fragmented troubleshooting/slow troublesooting. 

I have already checked with US team and most of the tickets would be closed or escalated in this week 

Total Tickets 	Above 15 days 	Above 30 days 	
Gaming 	43 	12 	
L1 	20 	11 	
Warranty 	0 	193 	
			
Gaming 			
Agents 	Above 15 days 	Above 30 days 	Grand Total 
Jeet Behera 	7 	2 	9 
Abhishek Tripathi 	8 	1 	9 
Mary Grace Matsumoto 	3 	6 	9 
AJ Hurry 	6 	1 	7 
Tiantian Xiang 	3 	1 	4 
Shivangi Bhattacharya 	3 		3 
Sven Thiele 	3 		3 
Sebastian Coldea 	2 		2 
Adelina Paula Bartes 	2 		2 
Pritish Nandi 	2 		2 
Denisa Magda 	2 		2 
Pravesh Singh 	2 		2 
Grace Boussi 		1 	1 
Grand Total 	43 	12 	55 
			
Enterprise 			
Row Labels 	Above 15 days 	Above 30 days 	Grand Total 
Ismael Zakaria 	2 	5 	7 
Sebastian Coldea 	4 		4 
Sven Thiele 	3 	1 	4 
Shivangi Bhattacharya 	2 	1 	3 
Adelina Paula Bartes 	3 		3 
AJ Hurry 	3 		3 
Jeet Behera 	2 	1 	3 
Grace Boussi 		2 	2 
Mary Grace Matsumoto 	1 		1 
Aparna Jain 		1 	1 
Grand Total 	20 	11 	31 

Regards, 
Pritish Nandi