Subject: Audits
From: Shakeeb Arsalan <[email-masked]>
To: M Ataullah <[email-masked]>
Date: Sat, 31 Oct 2020 04:44:47 -0700 (MST)

Hi Ataullah, 

PFB 

Ticket/ Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 	Opening - As per the Standard 	Closing - As per the standard 	Personalization (need to address the customer by his/her name) 	No grammatical errors 	Language : Use of Correct phrases/sentences 	Use of apologetic statements / Manage delay with grace 	Syntax error : No spelling mistake 	Content/Information flow was proper / Friendly tone to build rapport. 	(i) Correct & full/complete resolution to Customer query 
(ii) Single/Multiple Queries addressed 	Adherence to TAT : reply to customer within the specified TAT 	Willingness to help the customer displayed 	Escalation Procedure 	Correct Ticket Raised 	Agent didn't turn rude / Impolite / sarcastic 	Remarks 
1521782 	2E+09 	27-Sep-20 	5-Oct-20 	75% 	Below Benchmark 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	No 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Customer claiming that the offer of 50% has not applied on his order. However agent in first response denied that there is no 50% offer. Without checking . 
1521248 	6.48E+09 	27-Sep-20 	5-Oct-20 	95% 	Above Benchmark 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	
1531189 	6.23E+09 	28-Sep-20 	2-Oct-20 	80% 	Below Benchmark 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	No 	No 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	incorrect timeframe mentioned 
1531166 	6.23E+09 	28-Sep-20 	2-Oct-20 	83% 	Below Benchmark 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	NA 	NA 	Yes 	should have informed the customer that the order was delivered instead of confirming with him 
1531437 	6.48E+09 	29-Sep-20 	2-Oct-20 	90% 	Above Benchmark 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	
1534038 	8.2E+09 	29-Sep-20 	2-Oct-20 	90% 	Above Benchmark 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	
1536201 	NA 	30-Sep-20 	3-Oct-20 	95% 	Above Benchmark 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	
1536136 	6.23E+09 	30-Sep-20 	3-Oct-20 	85% 	Above Benchmark 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	the delivery timframe mentiond, should have been as mentioned on the website 
1544077 	6.23E+09 	2-Oct-20 	5-Oct-20 	95% 	Above Benchmark 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	
1543938 	NA 	2-Oct-20 	5-Oct-20 	90% 	Above Benchmark 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	
1546037 	NA 	3-Oct-20 	5-Oct-20 	85% 	Above Benchmark 	No 	Yes 	No 	Yes 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	
1546611 	NA 	3-Oct-20 	5-Oct-20 	0% 	Fatal 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	No 	Yes 	No 	Yes 	No 	Yes 	Yes 	Yes 	did not ask the customer for the issue and tried to resolve, the agent has pushed the customer to contact the support team 
1544717 	6.23E+09 	4-Oct-20 	5-Oct-20 	85% 	Above Benchmark 	Yes 	Yes 	Yes 	Yes 	Yes 	No 	No 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	
1548171 	N/A 	4-Oct-20 	5-Oct-20 	95% 	Above Benchmark 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	
1557016 	6.23E+09 	6-Oct-20 	8-Oct-20 	90% 	Above Benchmark 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	
1557006 	6.22E+09 	6-Oct-20 	8-Oct-20 	90% 	Above Benchmark 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	
1562539 	6.23E+09 	7-Oct-20 	11-Oct-20 	85% 	Above Benchmark 	No 	Yes 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	
1560484 	6.23E+09 	7-Oct-20 	11-Oct-20 	80% 	Below Benchmark 	Yes 	Yes 	No 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	
1567091 	6.23E+09 	8-Oct-20 	11-Oct-20 	95% 	Above Benchmark 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	
1566703 	6.23E+09 	8-Oct-20 	11-Oct-20 	94% 	Above Benchmark 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	NA 	NA 	Yes 	
1569404 	6.22E+09 	9-Oct-20 	12-Oct-20 	100% 	Above Benchmark 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	NA 	NA 	Yes 	
1559915 	N/A 	10-Oct-20 	12-Oct-20 	0% 	Fatal 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Yes 	Yes 	Customer contacted to update his contact number. Agent response is not related to customer query, agent should update customer that the we can not change the mobile number for your account and you can go to your profile and change the number 
1559849 	N/A 	10-Oct-20 	12-Oct-20 	55% 	Below Benchmark 	Yes 	Yes 	Yes 	No 	Yes 	No 	No 	No 	Yes 	Yes 	No 	Yes 	Yes 	Yes 	Customer asking if he can return the item at store, Agent has asked customer that there is a lot of order in your account. Agent here should update the customer that yes you can return the items at store within 14 days if the items returnable.