Subject: Fatal Cases 24th May - 30th May 2021 (Feedback )
From: Shakeeb Arsalan <[email-masked]>
To: Mazen Mohammed <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>, Jessie Caparas <[email-masked]>, Apoorv Joshi <[email-masked]>, Malik Ismail <[email-masked]>, Mohd Imran <[email-masked]>, Manish Kumar <[email-masked]>, escalations dxbteam <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Akshay Berry <[email-masked]>
Date: Wed, 9 Jun 2021 05:24:12 -0700 (MST)

Hi Mazen, 

PFB fatal mistake we come across while doing the chat 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 	Remarks 
Email 	Mazen 	2615891 	6306876142 	24-May-21 	27-May-21 	0% 	Fatal 	The customer was asking for refund of his not deliveed COD order, You should have mentioned to the customer that he did not pay for the order 

You have also to focus on the below points have been noticed in your chats: 

    * 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 was 87% I need you to focus on the replies and make sure you always send 100% accurate replies, also make sure you fill the properties properly. 

Regards 
Shakeeb