Subject: Fwd: Karan - ticket handling quality
From: Pritish Nandi <[email-masked]>
To: Pravesh Singh <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Mon, 22 Aug 2022 22:14:35 -0700 (MST)

Hi Pravesh, 

Can you please share the feedback with him? 

Also, can you please make sure he is not sending anything to customers directly unless checked by you. 

He did not complete his tickets yesterday as well. 242830 - It was assigned to hiom by you yesterday at 9.40 PM and no response has been sent to the customer. Shivangi will handle this now but not sure why he is unable to complete his tickets when he has only 38. 

You need to monitor him closely to make sure his work is done correctly and with quality. 

Thanks. 

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