Subject: Fatal Case Between Dec 1-15, 2021(Feedback for Improvement)
From: Apoorv Joshi <[email-masked]>
To: Mazen Mohammed <[email-masked]>
Cc: Jessie Caparas <[email-masked]>, Mohd Imran <[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 00:43:06 -0700 (MST)

Hi Mazen, 

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 	Mazen 	3508441 	8116026373 	16-Dec-21 	2-Dec-21 	0% 	Fatal 

Please note whenever doing any escalations check the customer query accordingly. This case is fatal because you have done escalation for KSA order to Homecentre KW Spoc, the case is HC KW but the order you shared with spoc is for KSA and totally incorrect escalation, this is serious and should never repeat again. Please take a note of this to ensure such instances do not repeat, this will help you improve your overall score. 

If the same is happening again, you will incur penalty from the management directly. 

Your overall score between Dec 1-15th, 2021 is 84% 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) 

Please do not hesitate to respond back if you need further clarification. 

Regards, 
Apoorv