Subject: Re: 1223
From: Shakeeb Arsalan <[email-masked]>
To: Elharith Elsiddig <[email-masked]>
Date: Sat, 26 Mar 2022 05:05:27 -0700 (MST)

This is fine 

Sent: Friday, March 25, 2022 6:38:10 PM 
Subject: 1223 

Hi Amria, 

You have one fatal cases on date 16-Feb-21 ,and I request you to go through with the details and make sure that the same thing won't happen again. 

Agent Name 	Ticket/ Email Id 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
Amira Alanazi 	3901927 	16-Feb-21 	10-Mar-22 	0% 	Fatal 

Reason for Fetal :You inform the customer that we are escalating your issue and close the chat without escalating,Also you did not inform the customer about the delivery Time Frame 
and you closed the chat without asking the customer further assistance. 

What should have been done: Ideally,If the status indicates that the order will not be delivered on time, escalate the case for the concern team .Need to ask for further assistance and close the email with complete script and wish the customer appropriately. 

Please find below points : 

.Agents need to be focused while disposing of the interaction. It should be as per the scenario. 
.Disposition is one of the critical reports which are being shared with upper management, and there should be zero errors in it. 
.Order id is mandatory to put under disposition, if available from customer and in all post order queries. 
.Syntax and grammatical errors, need to be avoided. Before sending any reply, we can paste the draft in MS word to check any extra spaces or typos. 

Regards, 
Elharith