Subject: Fatal Cases 24th May - 6th June 2021 (Feedback )
From: Shakeeb Arsalan <[email-masked]>
To: mohammed fahim <[email-masked]>
Cc: Manish Kumar <[email-masked]>, Akshay Berry <[email-masked]>, Apoorv Joshi <[email-masked]>, Jessie Caparas <[email-masked]>, Mohd Imran <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, escalations dxbteam <[email-masked]>, Malik Ismail <[email-masked]>, Deeksha Dadu <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Wed, 9 Jun 2021 03:45:15 -0700 (MST)

Hi Fahim, 

PFB fatal mistakes 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 	Fahim 	2659345 	6312007090 	2-Jun-21 	6-Jun-21 	0% 	Fatal 

This is HC cases, Agent should have advised the customer to contact the correct team, However you kept on working on the case and escalating it. 

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 91% Which is good, However need you to focus on the above points and keep on Improving 

Regards 
Shakeeb