Subject: Fatal Cases 24th May - 6th June 2021 (Feedback )
From: Shakeeb Arsalan <[email-masked]>
To: abdallah ahemad <[email-masked]>
Cc: escalations dxbteam <[email-masked]>, Jessie Caparas <[email-masked]>, Mohd Imran <[email-masked]>, Malik Ismail <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Deeksha Dadu <[email-masked]>, Saurabh Dadu <[email-masked]>, Manish Kumar <[email-masked]>, Akshay Berry <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Wed, 9 Jun 2021 09:18:01 -0700 (MST)

Hi Osman, 

PFB fatal mistake we come across while doing the chat 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 
Email 	Osman 	2656454 	8265220872 	2-Jun-21 	6-Jun-21 	0% 	Fatal 	Customer contacted us in English however the agent replied in Arabic 

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 94% Which is good, However need you to focus on the above points and keep on Improving 

Regards 
Shakeeb