Subject: LSM Automation Report - 13th to 20th March
From: Rohan Panwar <[email-masked]>
To: saurabh <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, deeksha <[email-masked]>
Date: Tue, 21 Mar 2023 01:26:01 -0700 (MST)

Hi sir, 

Given below is the report of LSM automation 13th to 20th March. Given below is my analysis. 

Agent with Highest tagging during last 7 days - Aseel Qiad 
Agent with Lowest tagging cases during last 7 days - Marah Bishany 
Scenarios with most DSAT - Return and Refund and LMG, I have also added sub-scenarios. 

		Summary - March 	Total Tickets done 	CSAT % 		FCR% 		Avg Tickets per day 		
			10105 		52% 		39% 		505 			

		Handled Automation tickets by agent 												
														
		Ticket 	Date 											
		Agents 	13-Mar-23 	14-Mar-23 	15-Mar-23 	16-Mar-23 	17-Mar-23 	18-Mar-23 	19-Mar-23 	20-Mar-23 	Grand Total 			
		Anas Saeed 	142 	90 	48 	53 	19 	87 			439 			
		Aseel Qiad 	152 	94 	144 	111 	168 	131 	167 		967 			
		Marah Bishany 	39 	42 	59 		11 	97 	53 	123 	424 			
		Mohammed yahya 	131 	93 	150 	86 	44 	21 	172 	108 	805 			
		Zaid Ahmad 	59 	64 	67 	75 	80 	41 		65 	451 			
		Zeina Sheban 	135 	105 	83 	122 	73 		100 	131 	749 			
		Leen Fandi 		86 	81 	70 	63 	83 	76 		459 			
		Grand Total 	658 	574 	632 	517 	458 	460 	568 	427 	4294 			

		% of others 												
														
		Others % 	Date 											
		Agents 	13-Mar-23 	14-Mar-23 	15-Mar-23 	16-Mar-23 	17-Mar-23 	18-Mar-23 	19-Mar-23 	20-Mar-23 				
		Anas Saeed 	16% 	20% 	6% 	8% 	42% 	20% 						
		Aseel Qiad 	14% 	10% 	19% 	8% 	10% 	18% 	14% 					
		Marah Bishany 		5% 				9% 		13% 				
		Mohammed yahya 	14% 	29% 	21% 	22% 	30% 	38% 	23% 	19% 				
		Zaid Ahmad 	2% 							2% 				
		Zeina Sheban 	15% 	17% 	13% 	19% 	16% 		7% 	17% 				
		Leen Fandi 		6% 	6% 	6% 	10% 	10% 	1% 					
		FCR % 												
														
		FCR% 	Date 											
		Agents 	13-Mar-23 	14-Mar-23 	15-Mar-23 	16-Mar-23 	17-Mar-23 	18-Mar-23 	19-Mar-23 	20-Mar-23 				
		Anas Saeed 	63% 	56% 	56% 	62% 	53% 	55% 						
		Aseel Qiad 	46% 	34% 	44% 	45% 	49% 	46% 	43% 					
		Marah Bishany 		2% 	22% 			43% 		45% 				
		Mohammed yahya 	49% 	56% 	62% 	58% 	64% 	57% 	47% 	38% 				
		Zaid Ahmad 	5% 	11% 	22% 		11% 	2% 		5% 				
		Zeina Sheban 	52% 	57% 	48% 	57% 	49% 		46% 	42% 				
		Leen Fandi 		49% 	49% 	51% 	46% 	63% 	47% 					
		CSAT % 												
														
		CSAT% 	Date 											
		Agents 	13-Mar-23 	14-Mar-23 	15-Mar-23 	16-Mar-23 	17-Mar-23 	18-Mar-23 	19-Mar-23 	20-Mar-23 				
		Anas Saeed 	63% 	67% 	67% 	17% 	100% 	67% 						
		Aseel Qiad 	43% 	27% 	60% 	22% 	56% 	71% 	57% 					
		Marah Bishany 	50% 	33% 	40% 			25% 	50% 					
		Mohammed yahya 	27% 	67% 	55% 	57% 		100% 	55% 					
		Zaid Ahmad 	33% 	33% 	63% 	71% 	80% 			75% 				
		Zeina Sheban 	38% 	80% 	20% 	47% 	50% 		17% 	100% 				
		Leen Fandi 		67% 	50% 	67% 	33% 	50% 	33% 					

		DSAT Scenario and sub scenario wise (Last week) 												
														
		Scenario / Sub - scenarios 	Extremely dissatisfied 	Rated Tickets 	DSAT % 									
		Returns and Refund 	30 	96 	31% 									
		Refund Follow up 	14 	44 	32% 									
		Return Request/Creating RMA/Return to Store/Exchange 	10 	40 	25% 									
		LMG 	16 	57 	28% 									
		Click & Collect Follow Up 	1 	2 	50% 									
		Delivery Follow up 	9 	30 	30% 									
		Refund Follow up 	2 	3 	67% 									
		Click & Collect 	12 	35 	34% 									
		Click & Collect Follow Up 	11 	33 	33% 									
		Staff Complaint 	1 	1 	100% 									
		Delivery Related Within TAT 	10 	20 	50% 									
		Delivery Follow up 	9 	18 	50% 									
		Cancellation 	7 	20 	35% 									
		Cancellation 	4 	13 	31% 									
		Delivery Follow up 	1 	5 	20% 									

Thanks, 
Rohan 

From: "Rohan Panwar" <[email-masked]> 
To: "saurabh" <[email-masked]> 
Cc: "Apoorv Joshi" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Monday, March 20, 2023 2:20:23 PM 
Subject: LSM Automation Report - 12th to 19th March 

Hi sir, 

Given below is the report of LSM automation 12th to 19th March. Given below is my analysis. 

Agent with Highest tagging during last 7 days - Aseel Qiad 
Agent with Lowest tagging cases during last 7 days - Marah Bishany 
Scenarios with most DSAT - Return and Refund and LMG, I have also added sub-scenarios. 

		Summary - March 	Total Tickets done 	CSAT % 		FCR% 		Avg Tickets per day 		
			9717 		53% 		36% 		511 			

		Handled Automation tickets by agent 												
														
		Ticket 	Date 											
		Agents 	12-Mar-23 	13-Mar-23 	14-Mar-23 	15-Mar-23 	16-Mar-23 	17-Mar-23 	18-Mar-23 	19-Mar-23 	Grand Total 			
		Anas Saeed 	143 	142 	90 	48 	53 	19 	87 		582 			
		Aseel Qiad 		152 	94 	144 	111 	168 	131 	167 	967 			
		Marah Bishany 	67 	39 	42 	59 		11 	97 	53 	368 			
		Mohammed yahya 	134 	131 	93 	150 	86 	44 	21 	172 	831 			
		Zaid Ahmad 	42 	59 	64 	67 	75 	80 	41 		428 			
		Zeina Sheban 		135 	105 	83 	122 	73 		100 	618 			
		Leen Fandi 	74 		86 	81 	70 	63 	83 	76 	533 			
		Grand Total 	460 	658 	574 	632 	517 	458 	460 	568 	4327 			

		% of others 												
														
		Others % 	Date 											
		Agents 	12-Mar-23 	13-Mar-23 	14-Mar-23 	15-Mar-23 	16-Mar-23 	17-Mar-23 	18-Mar-23 	19-Mar-23 				
		Anas Saeed 	18% 	16% 	20% 	6% 	8% 	42% 	20% 					
		Aseel Qiad 		14% 	10% 	19% 	8% 	10% 	18% 	14% 				
		Marah Bishany 	9% 		5% 				9% 					
		Mohammed yahya 	27% 	14% 	29% 	21% 	22% 	30% 	38% 	23% 				
		Zaid Ahmad 		2% 										
		Zeina Sheban 		15% 	17% 	13% 	19% 	16% 		7% 				
		Leen Fandi 	5% 		6% 	6% 	6% 	10% 	10% 	1% 				
		FCR % 												
														
		FCR% 	Date 											
		Agents 	12-Mar-23 	13-Mar-23 	14-Mar-23 	15-Mar-23 	16-Mar-23 	17-Mar-23 	18-Mar-23 	19-Mar-23 				
		Anas Saeed 	42% 	59% 	46% 	52% 	58% 	26% 	46% 					
		Aseel Qiad 		43% 	29% 	35% 	38% 	44% 	29% 	37% 				
		Marah Bishany 	25% 		2% 	22% 			35% 					
		Mohammed yahya 	43% 	47% 	39% 	45% 	41% 	41% 	24% 	36% 				
		Zaid Ahmad 	2% 	5% 	11% 	22% 		11% 	2% 					
		Zeina Sheban 		40% 	48% 	41% 	44% 	40% 		44% 				
		Leen Fandi 	41% 		45% 	48% 	47% 	40% 	49% 	46% 				
		CSAT % 												
														
		CSAT% 	Date 											
		Agents 	12-Mar-23 	13-Mar-23 	14-Mar-23 	15-Mar-23 	16-Mar-23 	17-Mar-23 	18-Mar-23 	19-Mar-23 				
		Anas Saeed 	50% 	80% 	67% 	67% 	25% 		67% 					
		Aseel Qiad 		42% 	27% 	50% 	22% 	57% 	100% 	50% 				
		Marah Bishany 	50% 	50% 	33% 	40% 			29% 	50% 				
		Mohammed yahya 	43% 	27% 	60% 	60% 	50% 		100% 	43% 				
		Zaid Ahmad 	75% 	33% 	33% 	63% 	71% 	80% 						
		Zeina Sheban 		33% 	80% 	20% 	50% 	50% 						
		Leen Fandi 	33% 		67% 	50% 	67% 	50% 	67% 					

		DSAT Scenario and sub scenario wise (Last week) 												
														
		Scenario / Sub - scenarios 	Extremely dissatisfied 	Rated Tickets 	DSAT % 									
		Returns and Refund 	26 	91 	29% 									
		Refund Follow up 	13 	38 	34% 									
		Return Request/Creating RMA/Return to Store/Exchange 	9 	41 	22% 									
		LMG 	15 	61 	25% 									
		Click & Collect Follow Up 	1 	2 	50% 									
		Delivery Follow up 	7 	34 	21% 									
		Refund Follow up 	1 	2 	50% 									
		Click & Collect 	10 	33 	30% 									
		Click & Collect Follow Up 	9 	31 	29% 									
		Staff Complaint 	1 	1 	100% 									
		Delivery Related Within TAT 	10 	18 	56% 									
		Delivery Follow up 	9 	16 	56% 									
		Cancellation 	8 	18 	44% 									
		Cancellation 	5 	11 	45% 									
		Delivery Follow up 	1 	5 	20% 									

Thanks, 
Rohan 

From: "Rohan Panwar" <[email-masked]> 
To: "saurabh" <[email-masked]> 
Cc: "Apoorv Joshi" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Friday, March 17, 2023 2:18:58 PM 
Subject: LSM Automation Report - 9th to 16th March 

Hi sir, 

Given below is the report of LSM automation 9th to 16th March. Given below is my analysis. 

Agent with Highest tagging during last 7 days - Aseel Qiad 
Agent with Lowest tagging cases during last 7 days - Marah Bishany 
Scenarios with most DSAT - Return and Refund and LMG, I have also added sub-scenarios. 

		Summary - March 	Total Tickets done 	CSAT % 		FCR% 		Avg Tickets per day 		
			8247 		53% 		35% 		515 			

		Handled Automation tickets by agent 												
														
		Ticket 	Date 											
		Agents 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 	13-Mar-23 	14-Mar-23 	15-Mar-23 	16-Mar-23 	Grand Total 			
		Anas Saeed 	81 	33 	71 	143 	142 	90 	48 	53 	661 			
		Aseel Qiad 	112 	152 	182 		152 	94 	144 	111 	947 			
		Marah Bishany 				67 	39 	42 	59 		207 			
		Mohammed yahya 	142 	114 	64 	134 	131 	93 	150 	86 	914 			
		Zaid Ahmad 	25 	50 		42 	59 	64 	67 	75 	382 			
		Zeina Sheban 	28 	56 	61 		135 	105 	83 	122 	590 			
		Leen Fandi 	80 	62 	79 	74 		86 	81 	70 	532 			
		Grand Total 	468 	467 	457 	460 	658 	574 	632 	517 	4233 			

		% of others 												
														
		Others % 	Date 											
		Agents 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 	13-Mar-23 	14-Mar-23 	15-Mar-23 	16-Mar-23 				
		Anas Saeed 	14% 	24% 	15% 	18% 	16% 	20% 	6% 	8% 				
		Aseel Qiad 	4% 	9% 	13% 		14% 	10% 	19% 	8% 				
		Marah Bishany 				9% 		5% 						
		Mohammed yahya 	23% 	20% 	28% 	27% 	14% 	29% 	21% 	22% 				
		Zaid Ahmad 		2% 			2% 							
		Zeina Sheban 	4% 	7% 	13% 		15% 	17% 	13% 	19% 				
		Leen Fandi 	11% 	6% 	6% 	5% 		6% 	6% 	6% 				
		FCR % 												
														
		FCR% 	Date 											
		Agents 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 	13-Mar-23 	14-Mar-23 	15-Mar-23 	16-Mar-23 				
		Anas Saeed 	54% 	39% 	51% 	42% 	59% 	54% 	42% 	45% 				
		Aseel Qiad 	22% 	36% 	47% 		43% 	32% 	27% 	34% 				
		Marah Bishany 				25% 		2% 	15% 					
		Mohammed yahya 	54% 	51% 	45% 	43% 	47% 	44% 	51% 	34% 				
		Zaid Ahmad 		8% 		2% 	5% 	6% 	16% 					
		Zeina Sheban 	25% 	21% 	39% 		40% 	50% 	37% 	43% 				
		Leen Fandi 	44% 	50% 	30% 	41% 		44% 	42% 	46% 				
		CSAT % 												
														
		CSAT% 	Date 											
		Agents 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 	13-Mar-23 	14-Mar-23 	15-Mar-23 	16-Mar-23 				
		Anas Saeed 	71% 	100% 	57% 	50% 	80% 	50% 	100% 					
		Aseel Qiad 	56% 	56% 	73% 		42% 	30% 	67% 	20% 				
		Marah Bishany 				50% 	50% 	33% 	33% 					
		Mohammed yahya 	36% 	60% 	33% 	43% 	27% 	50% 	60% 	40% 				
		Zaid Ahmad 		50% 		75% 	33% 	25% 	63% 	67% 				
		Zeina Sheban 	67% 		67% 		33% 	78% 		50% 				
		Leen Fandi 	67% 	50% 	57% 	33% 		50% 		100% 				

		DSAT Scenario and sub scenario wise (Last week) 												
														
		Scenario / Sub - scenarios 	Extremely dissatisfied 	Rated Tickets 	DSAT % 									
		Returns and Refund 	31 	105 	30% 									
		Refund Follow up 	15 	44 	34% 									
		Return Request/Creating RMA/Return to Store/Exchange 	10 	44 	23% 									
		LMG 	21 	52 	40% 									
		Click & Collect Follow Up 	2 	2 	100% 									
		Delivery Follow up 	10 	28 	36% 									
		Return Request/Creating RMA/Return to Store/Exchange 	2 	8 	25% 									
		Click & Collect 	10 	37 	27% 									
		Click & Collect Follow Up 	9 	36 	25% 									
		Staff Complaint 	1 	1 	100% 									
		Cancellation 	10 	21 	48% 									
		Cancellation 	9 	16 	56% 									
		Delivery Related Within TAT 	9 	19 	47% 									
		Delivery Follow up 	8 	16 	50% 									

Thanks, 
Rohan 

From: "Rohan Panwar" <[email-masked]> 
To: "saurabh" <[email-masked]> 
Cc: "Apoorv Joshi" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Thursday, March 16, 2023 2:22:18 PM 
Subject: LSM Automation Report - 8th march to 15th March 

Hi sir, 

Given below is the report of LSM automation 8th to 15th March. Given below is my analysis. 

Agent with Highest tagging during last 7 days - Mohammed Yahya 
Agent with Lowest tagging cases during last 7 days - Marah 

Scenarios with most DSAT - Return and Refund and LMG, I have also added sub-scenarios. 

		Summary - March 	Total Tickets done 	CSAT % 		FCR% 		Avg Tickets per day 		
			7686 		53% 		35% 		512 			

		Handled Automation tickets by agent 												
														
		Ticket 	Date 											
		Agents 	08-Mar-23 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 	13-Mar-23 	14-Mar-23 	15-Mar-23 	Grand Total 			
		Anas Saeed 	105 	81 	33 	71 	143 	142 	90 	48 	713 			
		Aseel Qiad 	56 	112 	152 	182 		152 	94 	144 	892 			
		Marah Bishany 					67 	39 	42 	59 	207 			
		Mohammed yahya 	120 	142 	114 	64 	134 	131 	93 	150 	948 			
		Zaid Ahmad 		25 	50 		42 	59 	64 	67 	307 			
		Zeina Sheban 	110 	28 	56 	61 		135 	105 	83 	578 			
		Leen Fandi 	88 	80 	62 	79 	74 		86 	81 	550 			
		Grand Total 	479 	468 	467 	457 	460 	658 	574 	632 	4195 			

		% of others 												
														
		Others % 	Date 											
		Agents 	08-Mar-23 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 	13-Mar-23 	14-Mar-23 	15-Mar-23 				
		Anas Saeed 	21% 	14% 	24% 	15% 	18% 	16% 	20% 	6% 				
		Aseel Qiad 		4% 	9% 	13% 		14% 	10% 	19% 				
		Marah Bishany 					9% 		5% 					
		Mohammed yahya 	18% 	23% 	20% 	28% 	27% 	14% 	29% 	21% 				
		Zaid Ahmad 			2% 			2% 						
		Zeina Sheban 	15% 	4% 	7% 	13% 		15% 	17% 	13% 				
		Leen Fandi 	9% 	11% 	6% 	6% 	5% 		6% 	6% 				
		FCR % 												
														
		FCR% 	Date 											
		Agents 	08-Mar-23 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 	13-Mar-23 	14-Mar-23 	15-Mar-23 				
		Anas Saeed 	36% 	54% 	39% 	51% 	42% 	59% 	34% 	40% 				
		Aseel Qiad 	4% 	22% 	36% 	47% 		41% 	22% 	33% 				
		Marah Bishany 					25% 		2% 	14% 				
		Mohammed yahya 	46% 	54% 	51% 	45% 	43% 	46% 	45% 	49% 				
		Zaid Ahmad 			8% 		2% 	5% 	8% 	18% 				
		Zeina Sheban 	38% 	25% 	21% 	39% 		41% 	48% 	40% 				
		Leen Fandi 	31% 	44% 	50% 	30% 	41% 		35% 	41% 				
		CSAT % 												
														
		CSAT% 	Date 											
		Agents 	08-Mar-23 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 	13-Mar-23 	14-Mar-23 	15-Mar-23 				
		Anas Saeed 	40% 	71% 	100% 	57% 	50% 	80% 	100% 					
		Aseel Qiad 		56% 	56% 	73% 		36% 	33% 					
		Marah Bishany 					50% 	50% 	33% 	100% 				
		Mohammed yahya 	38% 	36% 	60% 	33% 	43% 	27% 	50% 	40% 				
		Zaid Ahmad 			50% 		75% 	33% 	29% 	100% 				
		Zeina Sheban 	75% 	67% 		67% 		33% 	78% 					
		Leen Fandi 	50% 	67% 	50% 	57% 	33% 		50% 					

		DSAT Scenario and sub scenario wise (Last week) 												
														
		Scenario / Sub - scenarios 	Extremely dissatisfied 	Rated Tickets 	DSAT % 									
		Returns and Refund 	30 	92 	33% 									
		Refund Follow up 	14 	38 	37% 									
		Return Request/Creating RMA/Return to Store/Exchange 	9 	39 	23% 									
		LMG 	21 	54 	39% 									
		Click & Collect Follow Up 	3 	5 	60% 									
		Delivery Follow up 	10 	28 	36% 									
		Return Request/Creating RMA/Return to Store/Exchange 	2 	9 	22% 									
		Click & Collect 	9 	34 	26% 									
		Click & Collect Follow Up 	7 	32 	22% 									
		Staff Complaint 	1 	1 	100% 									
		Cancellation 	9 	24 	38% 									
		Cancellation 	8 	17 	47% 									
		Delivery Related Within TAT 	10 	21 	48% 									
		Delivery Follow up 	9 	18 	50% 									

Thanks, 
Rohan 

From: "Rohan Panwar" <[email-masked]> 
To: "saurabh" <[email-masked]> 
Cc: "Apoorv Joshi" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Wednesday, March 15, 2023 5:34:37 PM 
Subject: LSM Automation Report - 7th march to 14th March 

Hi sir, 

Given below is the report of LSM automation 7th to 14th March. Given below is my analysis. 

Agent with Highest tagging during last 7 days - Mohammed Yahya 
Agent with Lowest tagging cases during last 7 days - Marah 

Scenarios with most DSAT - Return and Refund and LMG, I have also added sub-scenarios. 

		Summary - March 	Total Tickets done 	CSAT % 		FCR% 		Avg Tickets per day 		
			7092 		53% 		35% 		507 			

		Handled Automation tickets by agent 												
														
		Ticket 	Date 											
		Agents 	07-Mar-23 	08-Mar-23 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 	13-Mar-23 	14-Mar-23 	Grand Total 			
		Anas Saeed 	50 	105 	81 	33 	71 	143 	142 	90 	715 			
		Aseel Qiad 	78 	56 	112 	152 	182 		152 	94 	826 			
		Marah Bishany 	2 					67 	39 	42 	150 			
		Mohammed yahya 	144 	120 	142 	114 	64 	134 	131 	93 	942 			
		Zaid Ahmad 	75 		25 	50 		42 	59 	64 	315 			
		Zeina Sheban 	114 	110 	28 	56 	61 		135 	105 	609 			
		Leen Fandi 	71 	88 	80 	62 	79 	74 		86 	540 			
		Grand Total 	534 	479 	468 	467 	457 	460 	658 	574 	4097 			

		% of others 												
														
		Others % 	Date 											
		Agents 	07-Mar-23 	08-Mar-23 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 	13-Mar-23 	14-Mar-23 				
		Anas Saeed 	14% 	21% 	14% 	24% 	15% 	18% 	16% 	20% 				
		Aseel Qiad 	15% 		4% 	9% 	13% 		14% 	10% 				
		Marah Bishany 						9% 		5% 				
		Mohammed yahya 	16% 	18% 	23% 	20% 	28% 	27% 	14% 	29% 				
		Zaid Ahmad 	8% 			2% 			2% 					
		Zeina Sheban 	18% 	15% 	4% 	7% 	13% 		15% 	17% 				
		Leen Fandi 	8% 	9% 	11% 	6% 	6% 	5% 		6% 				
		FCR % 												
														
		FCR% 	Date 											
		Agents 	07-Mar-23 	08-Mar-23 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 	13-Mar-23 	14-Mar-23 				
		Anas Saeed 	44% 	36% 	54% 	39% 	51% 	42% 	42% 	33% 				
		Aseel Qiad 	22% 	4% 	22% 	36% 	47% 		38% 	26% 				
		Marah Bishany 						25% 		5% 				
		Mohammed yahya 	47% 	46% 	54% 	51% 	45% 	43% 	46% 	41% 				
		Zaid Ahmad 	28% 			8% 		2% 	3% 	11% 				
		Zeina Sheban 	37% 	38% 	25% 	21% 	39% 		36% 	52% 				
		Leen Fandi 	37% 	31% 	44% 	50% 	30% 	41% 		35% 				
		CSAT % 												
														
		CSAT% 	Date 											
		Agents 	07-Mar-23 	08-Mar-23 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 	13-Mar-23 	14-Mar-23 				
		Anas Saeed 	83% 	40% 	71% 	100% 	57% 	50% 	80% 					
		Aseel Qiad 	60% 		56% 	56% 	73% 		29% 					
		Marah Bishany 						50% 	50% 					
		Mohammed yahya 	42% 	38% 	36% 	60% 	33% 	33% 	14% 					
		Zaid Ahmad 	43% 			50% 		75% 	40% 					
		Zeina Sheban 	44% 	75% 	67% 		67% 		33% 	100% 				
		Leen Fandi 	25% 	50% 	67% 	50% 	57% 	33% 						

		DSAT Scenario and sub scenario wise (Last week) 												
														
		Scenario / Sub - scenarios 	Extremely dissatisfied 	Rated Tickets 	DSAT % 									
		Returns and Refund 	30 	96 	31% 									
		Refund Follow up 	12 	38 	32% 									
		Return Request/Creating RMA/Return to Store/Exchange 	11 	40 	28% 									
		LMG 	18 	42 	43% 									
		Click & Collect Follow Up 	2 	5 	40% 									
		Delivery Follow up 	8 	19 	42% 									
		Return Request/Creating RMA/Return to Store/Exchange 	2 	6 	33% 									
		Click & Collect 	11 	40 	28% 									
		Click & Collect Follow Up 	9 	35 	26% 									
		Staff Complaint 	1 	1 	100% 									
		Cancellation 	9 	24 	38% 									
		Cancellation 	8 	18 	44% 									
		Delivery Related Within TAT 	11 	22 	50% 									
		Delivery Follow up 	10 	20 	50% 									

Thanks, 
Rohan 

From: "Rohan Panwar" <[email-masked]> 
To: "saurabh" <[email-masked]> 
Cc: "Apoorv Joshi" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Tuesday, March 14, 2023 2:32:33 PM 
Subject: LSM Automation Report - 6th march to 13th March 

Hi sir, 

Given below is the report of LSM automation 6th to 13th March. I have also added sub scenario in DSAT. 

		Summary - March 	Total Tickets done 	CSAT % 		FCR% 		Avg Tickets per day 		
			6483 		54% 		35% 		499 			

		Handled Automation tickets by agent 												
														
		Ticket 	Date 											
		Agents 	06-Mar-23 	07-Mar-23 	08-Mar-23 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 	13-Mar-23 	Grand Total 			
		Anas Saeed 	124 	50 	105 	81 	33 	71 	143 	142 	749 			
		Aseel Qiad 	82 	78 	56 	112 	152 	182 		152 	814 			
		Marah Bishany 	10 	2 					67 	39 	118 			
		Mohammed yahya 	128 	144 	120 	142 	114 	64 	134 	131 	977 			
		Zaid Ahmad 	73 	75 		25 	50 		42 	59 	324 			
		Zeina Sheban 	120 	114 	110 	28 	56 	61 		135 	624 			
		Leen Fandi 		71 	88 	80 	62 	79 	74 		454 			
		Grand Total 	537 	534 	479 	468 	467 	457 	460 	658 	4060 			

		% of others 												
														
		Others % 	Date 											
		Agents 	06-Mar-23 	07-Mar-23 	08-Mar-23 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 	13-Mar-23 				
		Anas Saeed 	23% 	14% 	21% 	14% 	24% 	15% 	18% 	16% 				
		Aseel Qiad 	11% 	15% 		4% 	9% 	13% 		14% 				
		Marah Bishany 							9% 					
		Mohammed yahya 	23% 	16% 	18% 	23% 	20% 	28% 	27% 	14% 				
		Zaid Ahmad 	1% 	8% 			2% 			2% 				
		Zeina Sheban 	10% 	18% 	15% 	4% 	7% 	13% 		15% 				
		Leen Fandi 		8% 	9% 	11% 	6% 	6% 	5% 					
		FCR % 												
														
		FCR% 	Date 											
		Agents 	06-Mar-23 	07-Mar-23 	08-Mar-23 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 	13-Mar-23 				
		Anas Saeed 	48% 	44% 	36% 	54% 	39% 	51% 	42% 	42% 				
		Aseel Qiad 	29% 	22% 	4% 	22% 	36% 	47% 		35% 				
		Marah Bishany 	30% 						25% 					
		Mohammed yahya 	52% 	47% 	46% 	54% 	51% 	45% 	37% 	44% 				
		Zaid Ahmad 	10% 	28% 			8% 		2% 	3% 				
		Zeina Sheban 	49% 	37% 	38% 	25% 	21% 	39% 		40% 				
		Leen Fandi 		37% 	31% 	44% 	50% 	30% 	42% 					
		CSAT % 												
														
		CSAT% 	Date 											
		Agents 	06-Mar-23 	07-Mar-23 	08-Mar-23 	09-Mar-23 	10-Mar-23 	11-Mar-23 	12-Mar-23 	13-Mar-23 				
		Anas Saeed 	70% 	83% 	40% 	71% 	100% 	57% 	50% 	67% 				
		Aseel Qiad 	67% 	60% 		56% 	56% 	73% 						
		Marah Bishany 	100% 						50% 	50% 				
		Mohammed yahya 	73% 	42% 	38% 	36% 	60% 	33% 	33% 	14% 				
		Zaid Ahmad 	67% 	43% 			50% 		75% 	33% 				
		Zeina Sheban 	40% 	44% 	75% 	67% 		67% 		50% 				
		Leen Fandi 		25% 	50% 	67% 	50% 	57% 	40% 					

		DSAT Scenario and sub scenario wise (Last week) 												
														
		Scenario / Sub - scenarios 	Extremely dissatisfied 	Rated Tickets 	DSAT % 									
		Returns and Refund 	30 	96 	31% 									
		Refund Follow up 	14 											
		Return Request/Creating RMA/Return to Store/Exchange 	9 											
		Click & Collect 	11 	44 	25% 									
		Click & Collect Follow Up 	9 											
		Staff Complaint 	1 											
		LMG 	23 	50 	46% 									
		Click & Collect Follow Up 	2 											
		Delivery Follow up 	9 											
		Refund Follow up 	2 											
		Return Request/Creating RMA/Return to Store/Exchange 	2 											
		Delivery Related Within TAT 	13 	28 	46% 									
		Delivery Follow up 	12 											
		Cancellation 	8 	25 	32% 									
		Cancellation 	7 											

Thanks, 
Rohan 

From: "Rohan Panwar" <[email-masked]> 
To: "saurabh" <[email-masked]> 
Cc: "Apoorv Joshi" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Monday, March 13, 2023 6:46:15 PM 
Subject: Re: LSM Automation Report - 5th march to 12th March 

Hi Sir, 

Given below are the Sub scenarios for Top 3 DSAT Scenarios. I will also add sub scenarios in tomorrow's report. 

Returns and Refund Sub Scenarios 	
Refund Follow up 	63.16% 
Return Request/Creating RMA/Return to Store/Exchange 	36.84% 
LMG Sub Scenarios 	
Delivery Follow up 	58.82% 
Refund Follow up 	17.65% 
Click & Collect Follow Up 	11.76% 
Return Request/Creating RMA/Return to Store/Exchange 	11.76% 
Click & Collect Sub Scenarios 	
Click & Collect Follow Up 	100.00% 

From: "saurabh" <[email-masked]> 
To: "Rohan Panwar" <[email-masked]> 
Cc: "Apoorv Joshi" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Monday, March 13, 2023 6:01:38 PM 
Subject: Re: LSM Automation Report - 5th march to 12th March 

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