Subject: Fatal Cases 19th Apr - 9th May 2022 (Feedback )
From: Elharith Elsiddig <[email-masked]>
To: MOHAMMED ALMUSTAFA <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, Nikhil Bishnoi <[email-masked]>, Ankur Kwatra <[email-masked]>
Date: Sun, 12 Jun 2022 02:36:04 -0700 (MST)

Hi Mohamed Almustafa , 

PFB fatal mistakes we come across while doing the quality 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 	Remarks 
Email 	ELHARITH 	Mohamed Almustafa 	4288155 	8.17E+09 	29-Apr-22 	15-May-22 	0% 	Fatal 	the agent advise the cx to track the return using invalid AWB 
Chat 	ELHARITH 	Mohamed Almustafa 	4306911 	1.67E+09 	3-May-22 	17-May-22 	0% 	Fatal 	The agent escalted the case using invalid AWB 

Also, you have to focus on the below points have been noticed in your interactions with the customers: 

-To provide correct & full/complete resolution to Customer query 

Your score from 19th Apr - 9th May was 82% which is below the benchmark. 

Please note that you have to improve your performance in order to meet & exceed the benchmark which is 85%. 

You have to focus on while sending any response to the customer and that should be 100% Accurate. 

Regards 
Elharith