Subject: RE: Daily performance summary for LiveSalesman team for 12th, February, 2021.
From: Murtaza Kutiyanawala <[email-masked]>
To: Niren Dsouza <[email-masked]>, Saurav Chakraborty <[email-masked]>
Cc: Nalineedhar Kasibhatla <[email-masked]>, Tejendra Singh <[email-masked]>, Deepak Devasia <[email-masked]>, saurabh <[email-masked]>
Date: Sun, 14 Feb 2021 09:44:44 +0000

HI Niren,

Checking on the attached open ageing tickets, there are many instances where the customer has asked for the delivery conformation and the ticket is in the open status, there are instances where customers have asked a query and the same has been answered but the ticket is still in the open status (waiting for customer)

Theses tickets can be closed easily and should not be in the ageing open status. I have share a few examples on whatts app.

As of now we are actioning these tickets from our end, request you to take a uptraining session with the team, if required we can have a call together with the team.

Regards

From: Niren Dsouza <[email-masked]>
Sent: Saturday, February 13, 2021 8:34 PM
To: Deepak Devasia <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>; saurabh <[email-masked]>
Cc: Nalineedhar Kasibhatla <[email-masked]>; Tejendra Singh <[email-masked]>
Subject: Daily performance summary for LiveSalesman team for 12th, February, 2021.

External email sender, please take precaution.
Hi.
I hope you're having a good day.
Please find listed below the compiled report for the LiveSalesman team for yesterday,  12th February,2021.

  *   Total tickets created
Total tickets created
Groups
Agents
Facebook
Whatsapp open
Whatsapp resolved
HomeBox Instagram
Emails
Grand Total
Abdulsaboor Jawid
1
1
Amir Aziz
2
41
9
52
Ibrahem Mahmoud
1
97
98
Mohammed Atiah
69
69
Mohd Adeel Akhter
4
13
56
73
Niren Dsouza
26
1
7
34
Tarish Ayubi
24
24
Grand Total
17
3
222
7
31
351

  *   Whatsapp chat report :

Agents
Chats assigned
Chats resolved
Adeel Akhter
13
13
Amir Aziz
56
56
Ibrahem Mahmoud
223
222
Mohammed Atiah
110
113
Niren Dsouza
0
2
Grand Total
402
406

  *   Whatsapp chat type
HB Chat Type
Reason Category
Sub Reason
Count of HB Chat Type
Customer Services
Delivery Related
Day of Delivery - Status
2
Delayed Delivery (HH)
1
Delivery Status
14
Partial Delivery
6
Reschedule Delivery
2
Delivery Related Total
25
Product Complaint
Complaint within Warranty
1
Product Complaint Total
1
Refunds and Cancelations
Cancelation
6
Refund for Other reason
1
Return Request Initiation
10
Refunds and Cancelations Total
17
Customer Services Total
43
No Answer
No Answer
No Answer
27
No Answer Total
27
No Answer Total
27
PreSales
Other Enquiry
Offers
18
Payment Methods
5
Store Availability
14
Store Location
13
Website/App Issues
1
Other Enquiry Total
51
Policy Related
Delivery Cost
20
Delivery Time
10
Return Policy
1
Policy Related Total
31
Product Related
Pricing
1
Product Specification
71
Product Related Total
72
PreSales Total
154
(blank)
(blank)
(blank)
(blank) Total
(blank) Total
Grand Total
224

  *   Total count of ageing for Facebook:

Facebook
Ageing

Agents
0-2 days
11-15 days
3-4 days
5-6 days
7-10 days
+15 days
Grand Total
Alka Pandey
1
7
3
1
12
Mohd Adeel Akhter
9
6
9
1
25
Niren Dsouza
19
3
22
Saurav Chakraborty
2
7
9
Grand Total
28
1
18
19
1
1
68

  *   Total count of ageing for Whatsapp
Whatsapp
Ageing

Agents
0-2 days
11-15 days
3-4 days
5-6 days
7-10 days
+15 days
Grand Total
Akram Taher Ahmed
7
2
9
Alka Pandey
5
2
2
1
10
Amir Aziz
7
1
1
9
Eslam Mohamed
1
1
Ibrahem Mahmoud
3
1
2
4
12
1
23
Mohammed Atiah
2
2
5
3
1
13
Mohd Adeel Akhter
6
1
2
9
Niren Dsouza
1
1
Tarish Ayubi
1
1
1
1
4
Grand Total
25
2
5
21
22
4
79

  *   Total count of ageing for emails:

Emails
Ageing

Agents
0-2 days
3-4 days
5-6 days
7-10 days
+15 days
Grand Total
Alka Pandey
9
9
4
3
1
26
Amir Aziz
2
3
5
Hatem Alqirshi
1
1
Ibrahem Mahmoud
2
2
Mohd Adeel Akhter
32
11
3
1
2
49
Tarish Ayubi
18
2
1
2
23
Grand Total
63
22
7
5
9
106

Regards
Niren D'Souza
Team Manager
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