Subject: Daily Quality Report | 20 Jan'22
From: Chirag Rustagi <[email-masked]>
To: deeksha <[email-masked]>, saurabh <[email-masked]>, shakeeb arsalan <[email-masked]>
Date: Thu, 20 Jan 2022 10:09:35 -0700 (MST)

Hi All, 

PFA the Audit RAW for 20 Jan. 

Following were the major errors/opportunities identified: 

    * Failed to escalate to relevant team and hence incorrect closure of the ticket 
    * Incomplete information shared with the cx (missed to share tracking details, refund amount etc) 
    * Syntax errors (capitalization error, spacing error, incorrect choice of words) 
    * Failed to modify the canned as per the case (unnecessary apology, AEDXX not changed etc.) 

Agent Wise Scores:- 

Daily Scores - KSA Team 		Daily Scores - IN Team 
Agent Name 	Audit Count 	Average of Score 	FATAL Count 	FATAL % 		Agent Name 	Audit Count 	Average of Score 	FATAL Count 	FATAL % 
Naif Teni 	2 	100% 		0% 		Mohad 	2 	100% 		0% 
Reenad 	2 	100% 		0% 		Mayar 	2 	100% 		0% 
Nasser 	2 	100% 		0% 		Abdallah Ahemad 	2 	100% 		0% 
Asma 	2 	100% 		0% 		Atef 	2 	100% 		0% 
Sara Alsharif 	2 	100% 		0% 		Mazim 	2 	100% 		0% 
Maha 	2 	100% 		0% 		Aya 	2 	100% 		0% 
Rashed 	2 	100% 		0% 		Abdulqader 	2 	98% 		0% 
Shahad 	2 	95% 		0% 		Mais 	2 	95% 		0% 
Shehanah 	2 	93% 		0% 		Elbdari 	2 	95% 		0% 
Yara 	2 	50% 	1 	50% 		Hokan 	2 	95% 		0% 
Amira 	2 	50% 	1 	50% 		Bahashwan 	2 	90% 		0% 
Modhi 	2 	50% 	1 	50% 		Omer 	2 	50% 	1 	50% 
Saud 	2 	50% 	1 	50% 		Ziena 	2 	45% 	1 	50% 
Grand Total 	26 	84% 	4 	15% 		Mazen 	2 	45% 	1 	50% 
						Grand Total 	28 	87% 	3 	11% 

Following are the agents for whom the audits could not be done: 

Agent Name 	Location 	20-Jan 
Humera 	IN 	no tickets 
Naif 	KSA 	no tickets 
Raghad 	KSA 	no tickets 

-- 
Regards, 
Chirag Rustagi