Subject: Fatal Case 4th - 10th Jan 2021
From: Shakeeb Arsalan <[email-masked]>
To: Fatma Maher <[email-masked]>
Cc: Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Malik Ismail <[email-masked]>, escalations dxbteam <[email-masked]>, Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Thu, 21 Jan 2021 01:56:30 -0700 (MST)

Hi Fatma, 

PFB fatal mistake we come across while doing the Audits, I want you to go through the details and make sure that the same thing won't happen again. 

Audit Type 	Agent Name 	Ticket/ Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
Email 	Fatma 	1965174 	9626696336 	7-Jan-20 	9-Jan-21 	0% 	Fatal 

Reason for Fatal : 
The customer asked you to share the whole details of the order 9626696336 and you shared with him wrong details 

What should have been done: 
You should have shared the invoice with the customer which would have clarified the details more better. 

Please note that you have scored in the week between 4th - 10th of Jan 81% and that is below the benchmark which is 85%. 

you have to improve your emails quality to exceed it. 

Regards 
Shakeeb