Subject: Fatal Cases 24th May - 6th June 2021 (Feedback for Improvement)
From: Shakeeb Arsalan <[email-masked]>
To: HAMZA <[email-masked]>
Cc: Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>, Manish Kumar <[email-masked]>, Apoorv Joshi <[email-masked]>, Malik Ismail <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Akshay Berry <[email-masked]>, escalations dxbteam <[email-masked]>
Date: Wed, 9 Jun 2021 04:36:28 -0700 (MST)

Hi Hamza, 

PFB fatal mistake 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 	Remarks 
Chat 	Hamza 	2668036 	6310170380 	4-Jun-21 	8-Jun-21 	0% 	Fatal 	The customer is asking about the cancelled RMA but the agent informed regarding the refund of the cancelled item, You should have had the order checked on oracle to check if the cancelled items are received or not so we can d the needful 

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 92% Which is good, However need you to focus on the above points and keep on Improving 

Regards 
shakeeb