3. Daily SCRUM

One scrum a day with the entire team (Agents + Lead). Everyone who is not on their weekly offs is expected to join -

4:00pm - 4:30pm

Each agent to highlight any chat/query that had one or more of the following attributes:

New issue/new branch of familiar issue → discuss and share knowledge, add to Coda if necessary

Chats pending resolution → identify gap and fix

Chats that were escalated → Check adherence to Escalation Matrix and resolve for gaps

Any agent who struggled on a particular ticket can raise the point of difficulty and the same can be discussed and resolved for by the team.

CS Ops Executive and/or Product Analyst can be invited to the Scrum if any particular knowledge sharing is felt necessary.

Once a week Discussion -

Sharing Week-on-week comparison of FC and Slack FRT + Response + Resolution time

Sharing Week-on-week Escalations , agent wise Gaps

Review of Coda

Listing of new Training topics

New projects that can make process better, like Freshchat Labels, canned msgs

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