Page 7 - Business Requirement Document
P. 7
Exhibit - 2
Ideally when any ticket is received in the shared mailbox, the agents pick the emails and
mark the email with a colour tag which is priorly allocated to them by the managers, by
which the managers and team leads can easily track the workforce managed by each
agent. For example Agent 1 is given red colour, Agent 2 is given green and so on. The
colour tags here represent that the particular ticket is being handled by an respective
agent.
The agents after the picking an email add the details of the email in a excel that is
accessed by whole ticketing team. The excel has a defined format which is described
below for reference (see Exhibit 3):-
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Customer Sign-off
Confidential and for internal discussions purposes of Zoho and ABC Corporation Limited
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