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CS Internal Handbook
1. Onboarding Checklist
2. Roster & Shifts
3. Daily SCRUM
4. SLAs and Escalations
5. Reporting
CS Assets
Changes in Data Resources
CS Manager Playbook
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Changes in Data Resources

Escalations Tracker -
Link
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22/03 - Current escalations - 12
How to reduce number of escalations getting recorded on this tracker
To take deeper dive into the escalations coming






Team Performance Tracker -
Link
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⁠
22/03
To include average resolution time for CS agents
Steps to reduce FRT for CS agents
Tracking escalations taking less and more than 2 mins for FRT and 5 mins for resolution rate
Introduce timestamp sheet

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