Subject: Fatal Case 4th - 10th Jan 2021
From: Shakeeb Arsalan <[email-masked]>
To: mohammed fahim <[email-masked]>
Cc: Jessie Caparas <[email-masked]>, Seeta Seeta <[email-masked]>, Malik Ismail <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>, Mohd Imran <[email-masked]>, escalations dxbteam <[email-masked]>
Date: Thu, 21 Jan 2021 03:54:09 -0700 (MST)

Hi Fahim, 

PFB fatal mistakes 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 	Fahim 	1953629 	6256371778 	4-Jan-21 	5-Jan-21 	0% 	Fatal 
Email 	Fahim 	1967293 	6258719955 	8-Jan-20 	9-Jan-21 	0% 	Fatal 

1953629 & 6256371778 

Reason for Fatal : 
The customer contacted you regarding the pending collection since 24th of Dec 2020, and you did not escalate the case in the first place and when you escalated you did not loop DXB team. it was closed when audited. 

What should have been done: 
You should have escalated the case right away as the time frame was exceeded. 

1967293 & 6258719955 

Reason for Fatal : 
The customer was inquiring about the his order 6258719955, which was NDR , However you have informed the customer the same and advised him to place new order without doing the proper escalation. 

What should have been done: 
the case should have been escalated to the Fareye team to initiate the RTO in order for the customer to get his refund. 

* Y ou have scored in the week between 4th - 10th of Jan 71 % and that is below the benchmark which is 85%. 
(Please note that you have to improve your performance in order to meet & exceed the benchmark) 

* Please go through the audits parameters shared with you earlier and follow the same. 

Regards 
Shakeeb