Subject: Fatal cases 21st Sep - 4th Oct
From: Shakeeb Arsalan <[email-masked]>
To: Ezzaldeen Mahyoub <[email-masked]>
Cc: Mohd Imran <[email-masked]>, Malik Ismail <[email-masked]>, Jessie Caparas <[email-masked]>, Akshay Berry <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Seeta Seeta <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>, Deeksha Dadu <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Wed, 14 Oct 2020 03:57:05 -0700 (MST)

Hi Ezzaldeen, 

As you are already aware that we have started the auditing for emails/chats, You have one fatal case 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 	Ezzaldeen Mahyoub 	1509556 	NA 	22-Sep-20 	26-Sep-20 	0% 	Fatal 
Email 	Shakeeb Arsalan 	Ezzaldeen Mahyoub 	1511481 	NA 	23-Sep-20 	27-Sep-20 	0% 	Fatal 
Social media 	Fauzan Musalman 	Ezzaldeen Mahyoub 	1524571 	N/A 	27-Sep-20 	5-Oct-20 	0% 	Fatal 

Reason for Fatel : 

1509556 NA It does not seem that the customer has purchased through our website, so you should have informed the same and asked him to get in-touch with the same website he purchased from. 

1511481 NA The customer is complaining that he is not able to link his Shukran card, and you asked him to uninstall the app and reinstall. 

What should have been done 
You should have advised the customer how to link shukran card, and if he is facing any issue he can contact Shukran team, 

1524571 N/A Customer claiming that the price is getting changed when he tries to place order. however you told him there might be an offer which reduces the price and if the offer ends the price will go back to normal. 

What should have been done 
You Should have raised Jira to resolve the issue. 

C heck your following Email Scores for the past 2 weeks: 

21st Sep- 26 Sep you scored 68% 
27th Sept-5th Oct you scored 83% 

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

Regards 
Shakeeb