Subject: Fatal Cases 24th May - 6th June 2021 (Feedback )
From: Shakeeb Arsalan <[email-masked]>
To: Fatma Maher <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Malik Ismail <[email-masked]>, Akshay Berry <[email-masked]>, escalations dxbteam <[email-masked]>, Deeksha Dadu <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Wed, 9 Jun 2021 04:15:13 -0700 (MST)

Hi Fatma, 

PFB fatal mistake we come across while doing the Audits, Pls go through the details below and do not repeat the same again. 

Audit Type 	Agent Name 	Ticket/ Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
Chat 	Fatma 	2674402 	6313697042 	5-Jun-21 	8-Jun-21 	0% 	Fatal 

The customer asking for the Exchange for lifstyle items, However u did not advise the customer of the Exchange policy of lifstyle on chat. 

You have also to focus on the below points have been noticed in your interactions with the customers.: 

    * Punctuation error is observed in many chats. 
    * We need to focus on the disposition of interactions, agents are selecting wrong territory and concepts, not putting AWB numbers in case of delivery related issues which may impact the reporting. 
    * Disposition as per the scenario is also major issue. 
    * While raising any issues or providing any information, TAT need to be shared with customer. 

Your score for the last week of May was 86% Which is good it is above the benchmark 85%, However need you to focus on the above points and keep on Improving 

Regards 
Shakeeb