Subject: LSM Automation Report - 5th march to 12th March
From: Rohan Panwar <[email-masked]>
To: saurabh <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, deeksha <[email-masked]>
Date: Mon, 13 Mar 2023 04:53:33 -0700 (MST)

Hi sir, 

Given below is the LSM Automation report for 5th march to 12th march 

		Summary - March 	Total Tickets done 	CSAT % 		FCR% 		Avg Tickets per day 
			5935 		55% 		35% 		495 	

		Handled Automation tickets by agent 										
												
		Ticket 	Date 									
		Agents 	05-Mar-23 	06-Mar-23 	07-Mar-23 	08-Mar-23 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 	Grand Total 	
		Anas Saeed 	99 	124 	50 	105 	81 	33 	71 	143 	706 	
		Aseel Qiad 		82 	78 	56 	112 	152 	182 		662 	
		Marah Bishany 	142 	10 	2 					67 	221 	
		Mohammed yahya 	139 	128 	144 	120 	142 	114 	64 	134 	985 	
		Zaid Ahmad 	95 	73 	75 		25 	50 		42 	360 	
		Zeina Sheban 		120 	114 	110 	28 	56 	61 		489 	
		Leen Fandi 			71 	88 	80 	62 	79 	74 	454 	
		Grand Total 	475 	537 	534 	479 	468 	467 	457 	460 	3877 	

		% of others 										
												
		Others % 	Date 									
		Agents 	05-Mar-23 	06-Mar-23 	07-Mar-23 	08-Mar-23 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 		
		Anas Saeed 	18% 	23% 	14% 	21% 	14% 	24% 	15% 	18% 		
		Aseel Qiad 		11% 	15% 		4% 	9% 	13% 			
		Marah Bishany 	4% 							9% 		
		Mohammed yahya 	22% 	23% 	16% 	18% 	23% 	20% 	28% 	27% 		
		Zaid Ahmad 	6% 	1% 	8% 			2% 				
		Zeina Sheban 		10% 	18% 	15% 	4% 	7% 	13% 			
		FCR % 										
												
		FCR% 	Date 									
		Agents 	05-Mar-23 	06-Mar-23 	07-Mar-23 	08-Mar-23 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 		
		Anas Saeed 	55% 	48% 	44% 	36% 	54% 	36% 	51% 	48% 		
		Aseel Qiad 		29% 	22% 	4% 	22% 	42% 	40% 			
		Marah Bishany 	47% 	30% 						22% 		
		Mohammed yahya 	51% 	52% 	47% 	46% 	54% 	51% 	45% 	34% 		
		Zaid Ahmad 	26% 	10% 	28% 			10% 		2% 		
		Zeina Sheban 		49% 	37% 	38% 	25% 	23% 	33% 			
		CSAT % 										
												
		CSAT% 	Date 									
		Agents 	05-Mar-23 	06-Mar-23 	07-Mar-23 	08-Mar-23 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 		
		Anas Saeed 	62% 	70% 	83% 	40% 	71% 	100% 	67% 			
		Aseel Qiad 		67% 	60% 		56% 	58% 	78% 			
		Marah Bishany 	40% 	100% 						25% 		
		Mohammed yahya 	100% 	73% 	42% 	38% 	36% 	60% 	50% 	33% 		
		Zaid Ahmad 	42% 	67% 	43% 			50% 		100% 		
		Zeina Sheban 		40% 	44% 	75% 	67% 		50% 			
		Leen Fandi 			25% 	50% 	67% 	50% 	67% 	33% 		

		DSAT Scenario wise (Last week) 										
												
		Scenario 	Extremely dissatisfied 	Rated Tickets 	DSAT % 							
		Returns and Refund 	26 	93 	28% 							
		LMG 	25 	55 	45% 							
		Click & Collect 	9 	39 	23% 							
		Delivery Related Within TAT 	10 	26 	38% 							
		Cancellation 	8 	24 	33% 							
		Wrong Item Delivered 	6 	14 	43% 							
		Delivery Related Outside TAT 	5 	10 	50% 							
		Nil Pick 	6 	10 	60% 							
		Forgot Password 	3 	7 	43% 							
		Shukran 	3 	7 	43% 							
		Other 	2 	5 	40% 							
		Promo/Gift Card 	1 	3 	33% 							
		Damaged Delivery 	1 	3 	33% 							

Thanks, 
Rohan 

From: "Rohan Panwar" <[email-masked]> 
To: "saurabh" <[email-masked]> 
Cc: "Apoorv Joshi" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Friday, March 10, 2023 1:26:26 PM 
Subject: LSM Automation Report - 2nd march to 9th March 

Hi sir, 

Given below is the LSM Automation report for 2nd march to 9th march 
Regarding sub scenario for DSAT, we can't check that through Automation google sheet as in that only Scenario is available. We will have to manually check for all tickets. 

Summary - March 	Total Tickets done 	CSAT % 	FCR% 		Avg Tickets per day 	
	4517 		56% 		33% 		502 		

Handled Automation tickets by agent 											
											
Ticket 	Date 										
Agents 	02-Mar-23 	03-Mar-23 	04-Mar-23 	05-Mar-23 	06-Mar-23 	07-Mar-23 	08-Mar-23 	09-Mar-23 	Grand Total 		
Anas Saeed 	88 	21 	67 	99 	124 	50 	105 	81 	635 		
Aseel Qiad 	106 	168 	109 		82 	78 	56 	112 	711 		
Marah Bishany 	29 	22 	29 	142 	10 	2 			234 		
Mohammed yahya 	145 	103 	15 	139 	128 	144 	120 	142 	936 		
Zaid Ahmad 	22 	52 		95 	73 	75 		25 	342 		
Zeina Sheban 	76 	116 	159 		120 	114 	110 	28 	723 		
Leen Fandi 						71 	88 	80 	239 		
Grand Total 	466 	482 	379 	475 	537 	534 	479 	468 	3820 		

% of others 											
											
Others % 	Date 										
Agents 	02-Mar-23 	03-Mar-23 	04-Mar-23 	05-Mar-23 	06-Mar-23 	07-Mar-23 	08-Mar-23 	09-Mar-23 			
Anas Saeed 	11% 	10% 	16% 	18% 	23% 	14% 	21% 	14% 			
Aseel Qiad 	15% 	10% 	17% 		11% 	15% 		4% 			
Marah Bishany 		5% 		4% 							
Mohammed yahya 	25% 	13% 	33% 	22% 	23% 	16% 	18% 	23% 			
Zaid Ahmad 		2% 		6% 	1% 	8% 					
Zeina Sheban 	9% 	16% 	8% 		10% 	18% 	15% 	4% 			
FCR % 											
											
FCR% 	Date 										
Agents 	02-Mar-23 	03-Mar-23 	04-Mar-23 	05-Mar-23 	06-Mar-23 	07-Mar-23 	08-Mar-23 	09-Mar-23 			
Anas Saeed 	41% 	29% 	55% 	55% 	48% 	44% 	36% 	37% 			
Aseel Qiad 	25% 	36% 	29% 		29% 	22% 	4% 	21% 			
Marah Bishany 	38% 	9% 		47% 	30% 						
Mohammed yahya 	19% 	53% 	53% 	51% 	52% 	47% 	46% 	40% 			
Zaid Ahmad 	36% 	21% 		26% 	10% 	28% 					
Zeina Sheban 	37% 	48% 	44% 		49% 	37% 	37% 	25% 			
CSAT % 											
											
CSAT% 	Date 										
Agents 	02-Mar-23 	03-Mar-23 	04-Mar-23 	05-Mar-23 	06-Mar-23 	07-Mar-23 	08-Mar-23 	09-Mar-23 			
Anas Saeed 	40% 	100% 	67% 	62% 	70% 	83% 	40% 	100% 			
Aseel Qiad 	80% 	78% 	80% 		67% 	60% 		80% 			
Marah Bishany 	50% 	60% 	50% 	40% 	100% 						
Mohammed yahya 	50% 	40% 		100% 	73% 	42% 	43% 	17% 			
Zaid Ahmad 	100% 	29% 		42% 	67% 	43% 					
Zeina Sheban 	33% 	71% 	38% 		40% 	44% 	86% 				
Leen Fandi 						25% 	25% 				

DSAT Scenario wise (Last week) 											
											
Scenario 	Extremely dissatisfied 	Rated Tickets 	DSAT % 								
Returns and Refund 	29 	92 	32% 								
LMG 	22 	52 	42% 								
Click & Collect 	10 	45 	22% 								
Delivery Related Within TAT 	7 	27 	26% 								
Cancellation 	6 	21 	29% 								
Wrong Item Delivered 	7 	15 	47% 								
Nil Pick 	7 	9 	78% 								
Shukran 	2 	7 	29% 								
Forgot Password 	3 	7 	43% 								
Other 	3 	7 	43% 								
Damaged Delivery 	3 	7 	43% 								
Delivery Related Outside TAT 	4 	6 	67% 								
Change Address or Phone Number 	1 	5 	20% 								
Order Not Found 	1 	5 	20% 								
Promo/Gift Card 	2 	4 	50% 								

Thanks, 
Rohan 

From: "Rohan Panwar" <[email-masked]> 
To: "saurabh" <[email-masked]> 
Cc: "Apoorv Joshi" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Thursday, March 9, 2023 6:14:13 PM 
Subject: Re: LSM Automation Report - 1st march to 8th March 

Hi sir, 

I will check and Update 

Thanks, 
Rohan 

From: "saurabh" <[email-masked]> 
To: "Rohan Panwar" <[email-masked]>, "Apoorv Joshi" <[email-masked]> 
Cc: "deeksha" <[email-masked]> 
Sent: Thursday, March 9, 2023 5:22:55 PM 
Subject: Re: LSM Automation Report - 1st march to 8th March 

Dear Rohan, 

Please can you give me a further breakdown of DSAT Scenarios to subscenarios which are driving DSAT 

	Returns and Refund 	29 	86 	34% 							
	LMG 	22 	52 	42% 

Saurabh Dadu 
LiveSalesman 
India: +91 120 4332621 x 17 
US: 1 240 949 2437 
Cell: +91 9810175203 

From: Rohan Panwar <[email-masked]> 
Sent: Thursday, March 9, 2023 5:05 PM 
To: Saurabh Dadu <[email-masked]>; Apoorv Joshi <[email-masked]> 
Cc: Deeksha Dadu <[email-masked]> 
Subject: LSM Automation Report - 1st march to 8th March 
Hi Sir, 

Given below is the LSM Automation report for 1st to 8th March 

	Summary - March 	Total Tickets done 	CSAT % 	FCR% 		Avg Tickets per day 
		4043 		56% 		33% 		505 	

	Handled Automation tickets by agent 										
											
	Ticket 	Date 									
	Agents 	01-Mar-23 	02-Mar-23 	03-Mar-23 	04-Mar-23 	05-Mar-23 	06-Mar-23 	07-Mar-23 	08-Mar-23 	Grand Total 	
	Anas Saeed 	55 	88 	21 	67 	99 	124 	50 	105 	609 	
	Aseel Qiad 	150 	106 	168 	109 		82 	78 	56 	749 	
	Marah Bishany 	93 	29 	22 	29 	142 	10 	2 		327 	
	Mohammed yahya 	39 	145 	103 	15 	139 	128 	144 	120 	833 	
	Zaid Ahmad 	60 	22 	52 		95 	73 	75 		377 	
	Zeina Sheban 	85 	76 	116 	159 		120 	114 	110 	780 	
	Grand Total 	482 	466 	482 	379 	475 	537 	463 	391 	3675 	
	% of others 										
											
	Others % 	Date 									
	Agents 	01-Mar-23 	02-Mar-23 	03-Mar-23 	04-Mar-23 	05-Mar-23 	06-Mar-23 	07-Mar-23 	08-Mar-23 		
	Anas Saeed 	22% 	11% 	10% 	16% 	18% 	23% 	14% 	21% 		
	Aseel Qiad 	17% 	15% 	10% 	17% 		11% 	15% 			
	Marah Bishany 	8% 		5% 		4% 					
	Mohammed yahya 	33% 	25% 	13% 	33% 	22% 	23% 	16% 	18% 		
	Zaid Ahmad 	2% 		2% 		6% 	1% 	8% 			
	Zeina Sheban 	9% 	9% 	16% 	8% 		10% 	18% 	15% 		
	FCR % 										
											
	FCR% 	Date 									
	Agents 	01-Mar-23 	02-Mar-23 	03-Mar-23 	04-Mar-23 	05-Mar-23 	06-Mar-23 	07-Mar-23 	08-Mar-23 		
	Anas Saeed 		41% 	29% 	55% 	55% 	48% 	36% 	36% 		
	Aseel Qiad 		25% 	36% 	29% 		29% 	17% 	4% 		
	Marah Bishany 		38% 	9% 		47% 	30% 				
	Mohammed yahya 		19% 	53% 	53% 	51% 	52% 	45% 	49% 		
	Zaid Ahmad 		36% 	21% 		26% 	10% 	24% 			
	Zeina Sheban 		37% 	48% 	44% 		49% 	32% 	38% 		
	CSAT % 										
											
	CSAT% 	Date 									
	Agents 	01-Mar-23 	02-Mar-23 	03-Mar-23 	04-Mar-23 	05-Mar-23 	06-Mar-23 	07-Mar-23 	08-Mar-23 		
	Anas Saeed 	33% 	40% 	100% 	67% 	62% 	70% 	80% 	50% 		
	Aseel Qiad 	60% 	80% 	78% 	80% 		67% 	50% 			
	Marah Bishany 	86% 	50% 	60% 	50% 	40% 	100% 				
	Mohammed yahya 		50% 	40% 		100% 	73% 	36% 	20% 		
	Zaid Ahmad 	50% 	100% 	29% 		42% 	67% 	43% 			
	Zeina Sheban 	71% 	33% 	71% 	38% 		40% 	44% 	83% 		

											
	DSAT Scenario wise (Last week) 										
											
	Scenario 	Extremely dissatisfied 	Rated Tickets 	DSAT % 							
	Returns and Refund 	29 	86 	34% 							
	LMG 	22 	52 	42% 							
	Click & Collect 	9 	42 	21% 							
	Delivery Related Within TAT 	6 	24 	25% 							
	Cancellation 	6 	21 	29% 							
	Wrong Item Delivered 	7 	15 	47% 							
	Nil Pick 	6 	8 	75% 							
	Shukran 	2 	7 	29% 							
	Forgot Password 	3 	7 	43% 							
	Other 	3 	7 	43% 							
	Damaged Delivery 	3 	7 	43% 							
	Delivery Related Outside TAT 	4 	6 	67% 							
	Change Address or Phone Number 	1 	5 	20% 							
	Order Not Found 	1 	5 	20% 							

Thanks, 
Rohan