Subject: Daily Quality Report | 26 Jan'22
From: Chirag Rustagi <[email-masked]>
To: deeksha <[email-masked]>, saurabh <[email-masked]>, shakeeb arsalan <[email-masked]>
Date: Thu, 27 Jan 2022 02:55:11 -0700 (MST)

Hi All, 

PFA the Audit RAW for 26 Jan. (These audits are for transaction from 16 Jan as required by Shakeeb) 

Following were the major errors/opportunities identified: 

    * failed to provide the correct order# for ON VALIDATION CANCELED order 
    * failed to actively offer a solution (create a return request) 
    * failed to check the attached screenshot for order details and asked the cx to provide the information again 
    * failed to address secondary issue with logging in to the account 
    * failed to inform the cx about the total amount of refund 
    * failed to apologize when it was our mistake 
    * failed to modify the template basis the case 

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 	3 	100% 		0% 		Mazen 	2 	100% 		0% 
Shehanah 	3 	100% 		0% 		Huma 	2 	100% 		0% 
Reenad 	3 	100% 		0% 		Omer 	2 	100% 		0% 
Maha 	3 	100% 		0% 		Abdulqader 	2 	100% 		0% 
Yara 	3 	100% 		0% 		Mayar 	2 	100% 		0% 
Amira 	3 	98% 		0% 		Atef 	2 	100% 		0% 
Asma 	3 	97% 		0% 		Mohad 	1 	100% 		0% 
Modhi 	3 	93% 		0% 		Bahashwan 	3 	100% 		0% 
Naif 	3 	93% 		0% 		Mazin 	2 	100% 		0% 
Sara Alsharif 	3 	67% 	1 	33% 		Elbdari 	2 	100% 		0% 
Grand Total 	30 	95% 	1 	3% 		Aya 	3 	97% 		0% 
						Hokan 	7 	83% 	1 	14% 
						Ziena 	5 	80% 	1 	20% 
						Mais 	3 	60% 	1 	33% 
						Abdallah Ahemad 	2 	50% 	1 	50% 
						Grand Total 	40 	89% 	4 	10% 

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

Agent Name 	Location 	Reasons 
Mohad 	IN 	1 ticket found 
Nasser 	KSA 	no tickets 
Raghad 	KSA 	no tickets 
Rashed 	KSA 	no tickets 
Saud 	KSA 	no tickets 
Shahad 	KSA 	no tickets 

Note:- As per the update from Hessah, Nasser Alruwais is no longer working, hence was unable to find backdated tickets for him. 

-- 
Regards, 
Chirag Rustagi