Changes in Data Resources

Escalations Tracker -
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 -
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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