Subject: Auto Closure/Waiting on customer DSAT Report
From: Apoorv Joshi <[email-masked]>
To: Mohd Imran <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>, Anamika Gupta <[email-masked]>
Date: Mon, 20 Feb 2023 04:45:40 -0700 (MST)

Hi Imran, 

As discussed on call, please find attached waiting on customer cases which were auto resolved. Please note that the data is from Feb DSATs. 

These tickets were kept on waiting on customer as the agents required some information/confirmation from the customer to resolve the issue. However, the customer did not respond within the timeframe of 48 hours and the tickets were tagged as resolved by the system. 

The customer have given a D- sat rating on such cases as the issue was not resolved for them and they received an automated email stating that since we are not receiving any response from you, we believe that the issue is now resolved for you. Therefore, we are closing the ticket for now. 

The impact of such cases are as mentioned below. (week 3 is updated till 19th feb) 

Issue type 	Contribution (week 1) 	Contribution (Week 2) 	Contribution (Week 3) 
Auto-Resolve (waiting on customer) 	13.75% 	12.50% 	6.90% 

In week 1 we received 11 such cases, in week 2 we observed 15 such cases and in week 3 so far we have received 6 cases. 

Please review these and let us know if you have any questions. 

Regards, 
Apoorv