Reporting Responsibilities for L1 and L2 Support Teams
L1 Support Team
Weekly Reporting (Internal)
- Responsible: Rahul T, Rahul D, Yatin K
- Recipients: Vikram Saxena, Sanjay Kumar, Sandeep Singh, Balkiran, Pradeep Rawat, Vipul, Sumil, Yogananda, Masood Ahmad, Shailendra Jaiswal, Praharsh Jaiswal
Report Contents
- Total Tickets Reported
- By Type: Bug, Feature Request, Info Request, General Support, Duplicate, Change Request, Junk
- By Status: Open, Pending, Review, Waiting on Customer, In Development, BC Testing, Resolved, Closed
- By Priority: Critical, High, Medium, Low
- Resolved: Tickets resolved by l1 and L2 support agents
- Escalation Rate per Agent
Fortnightly Reporting (Internal + Clients)
- Responsible: Sandeep Singh
- Recipients: Clients' key contacts, Vikram Saxena, Vipul Agarwal, Sumil Jalota, Sanjay Kumar, Rahul T, Rahul D, Yatin K
Report Contents
- Total Tickets Reported
- By Type: Bug, Feature Request, Info Request, General Support, Duplicate, Change Request, Junk
- By Status: Open, Pending, Review, Waiting on Customer, In Development, BC Testing, Resolved, Closed
- By Priority: Critical, High, Medium, Low
- Completion Rate
L2 Support Team
- Responsible: Sandeep Singh, Pradeep Rawat, Sanjay Kumar , Balkiran
- Recipients: Vikram Saxena, Vipul Agarwal, Sumil Jalota, Sandeep Singh, Pradeep Rawat, Sanjay Kumar , Balkiran, Rahul T, Rahul D, Yatin K
Monthly Reporting (Internal)
Report Contents
- Escalated from L1
- By Type: Bug, Info Request, General Support, Change Request & their action items