Subject: Re: LSM Automation Report - 5th march to 12th March
From: Saurabh Dadu <[email-masked]>
To: Rohan Panwar <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Mon, 13 Mar 2023 12:31:38 +0000

Rohan,

I had asked you in my last email to give me a more detailed breakdown of scenarios with DSAT. Please can you send those now

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Rohan Panwar <[email-masked]>
Sent: Monday, March 13, 2023 5:23 PM
To: Saurabh Dadu <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>; Deeksha Dadu <[email-masked]>
Subject: LSM Automation Report - 5th march to 12th March

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