Subject: Fatal Case Between Dec 1-15, 2021(Feedback for Improvement)
From: Apoorv Joshi <[email-masked]>
To: Loujain <[email-masked]>
Cc: escalations dxbteam <[email-masked]>, Jessie Caparas <[email-masked]>, Akshay Berry <[email-masked]>, Mohd Imran <[email-masked]>, Shakeeb Arsalan <[email-masked]>, deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Sat, 8 Jan 2022 00:50:26 -0700 (MST)

Hi Mais, 

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 	Mais 	3542784 	6370851553 	19-Dec-21 	6-Dec-21 	0% 	Fatal 
Email 	Samer Salameh 	Mais 	3576000 	6454460729 	21-Dec-21 	9-Dec-21 	0% 	Fatal 

Please note whenever doing any escalations check the customer query accordingly and then escalate. These cases are Fatal because in one case the issue is for WWD item and you are raising child ticket. In the other case the issue is for KSA and you are escalating to the UAE counterpart. 

Please always check the issue and then escalate as per the matrix and the process accordingly. 

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 80% 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