Subject: Fatal Case Between Dec 1-15, 2021(Feedback for Improvement)
From: Apoorv Joshi <[email-masked]>
To: Aya Saoud <[email-masked]>
Cc: Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Akshay Berry <[email-masked]>, escalations dxbteam <[email-masked]>, Shakeeb Arsalan <[email-masked]>, deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Sat, 8 Jan 2022 00:31:05 -0700 (MST)

Hi Aya, 

PFB fatal mistakes we come across while doing the Audits, Pls go through the details below and do not repeat the same again. 

Audit Type 	Audited By 	Agent Name 	Ticket/ Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
Email 	Samer Salameh 	Aya 	3554784 	6367561460 	20-Dec-21 	7-Dec-21 	0% 	Fatal 
Chat 	Samer Salameh 	Aya 	3568907 	7317015206 	20-Dec-21 	8-Dec-21 	0% 	Fatal 

Please note whenever doing any escalations check the customer query accordingly. These cases are fatal because in one case the issue is for WWD item and you are escalating this via child ticket. The other case is fatal because the customer is complaining regarding a refund for return which is already done but you are sharing customer information regarding how the return process will work and how the refund will be done when it is already done. Please always check the order on hybris and share the correct details when on chat. 

Please do ensure such mistakes does not occur again. This will help you improve your overall score and performance. If the same is repeated, this might incur penalty in future. 

Your overall score between Dec 1-15, 2021 is 83% and that is below the benchmark which is 85%. 
(Please note that you have to improve your performance in order to meet & exceed the benchmark) 

Regards, 
Apoorv