Subject: Fatal Cases 21st - 4th Oct
From: Shakeeb Arsalan <[email-masked]>
To: Ali Atef <[email-masked]>
Cc: Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Malik Ismail <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Akshay Berry <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Seeta Seeta <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Apoorv Joshi <[email-masked]>, Deeksha Dadu <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Tue, 13 Oct 2020 01:09:57 -0700 (MST)

Hi Ali, 

As you are already aware that we have started the auditing for emails/chats, You have one fatal cases on dates between 21st Sep and 4th Oct, and I want you to go through with the details and make sure that the same thing won't happen again. 

Audit Type 	Audited By 	Agent Name 	Ticket/ Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
Email 	Shakeeb Arsalan 	Ali Atef 	1507043 	NA 	22-Sep-20 	26-Sep-20 	0% 	Fatal 
Email 	Fauzan Musalman 	Ali Atef 	1515721 	N/A 	27-Sep-20 	5-Oct-20 	0% 	Fatal 
Email 	Shakeeb Arsalan 	Ali Atef 	1527657 	9605136126 	28-Sep-20 	2-Oct-20 	0% 	Fatal 

Reason for Fatel : 

1507043 NA: Customer is complaining that his account got locked, However you asked him repeatedly for more details. 

What should have been done: 
You could have advised him that he can reset the password if it is incorrect and if the issue did not get resolve then he can share with us screenshot of the error so we can raise Jira and closed the case right away. 

1515721 N/A: Same issue as above case 1507043 

1527657 9605136126: The customer was asking when will i receive the order and you informed him that the order will be delayed due to Covid19 & shared with the customer incorrect timeframe. 

What should have been done: 
Should have informed the customer about the timeframe mentioned on the website and guided him how to track the order 

check your following Email Scores for the past 2 weeks: 

21st Sep- 26 Sep you scored 70% 
27th Sept-5th Oct you scored 75% 

Please Note that our Quality Benchmark is 85% and you have to improve your emails quality to exceed it. 

Regards 
Shakeeb