Subject: Fatal cases 21st Sep - 4th Oct
From: Shakeeb Arsalan <[email-masked]>
To: Asjad Hussain <[email-masked]>
Cc: Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Malik Ismail <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Akshay Berry <[email-masked]>, Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>, Deeksha Dadu <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Tue, 13 Oct 2020 04:52:20 -0700 (MST)

Hi Asjad, 

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 
Chat 	Shakeeb Arsalan 	Asjad Hussain 	1498418 / [email-masked] 	8203742228 	21-Sep-20 	26-Sep-20 	0% 	Fatal 
Email 	Shakeeb Arsalan 	Asjad Hussain 	1516572 / [email-masked] 	6443878675 	25-Sep-20 	28-Sep-20 	0% 	Fatal 

Reason for Fatel : 

1498418 8203742228: the customer provided all the details in the chat with the bot, However you were asking hin if he is still there and you closed the chat when he did not reply. 

What should have been done: 
You should have informed the customer that the bag was cancelled and the refund has been initiated to the customer's my credit 

1516572 N A: The customer doesnt share the order NO with you and asked you that he wants to track the order, However I don't know how did you get this order 6443878675 and shard with the customer which is for different customer and it is not associated with the customer's Email. 

What should have been done: 
You should have checked with the customer's Email ID (as you already know) to fetch the correct order 

Note : Delete the orders NO's from the canned response you have and make the correct amendment whenever you are using any. 

check your following Email Scores for the past 2 weeks: 

21st Sep- 26 Sep you scored 71% 
27th Sept-5th Oct you scored 82% 

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

Regards 
Shakeeb