Subject: MoM of 10/03/21--- Open ageing Tickets and Chat discussion--Livesalesman
From: Deepak Devasia <[email-masked]>
To: Niren Dsouza <[email-masked]>, saurabh <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>
Cc: deeksha <[email-masked]>, Nalineedhar Kasibhatla <[email-masked]>, Ankit Arora <[email-masked]>, Tejendra Singh <[email-masked]>, Manmohan Chittlangia <[email-masked]>, Sameer Sadiq <[email-masked]>
Date: Thu, 11 Mar 2021 05:47:10 +0000

HI Niren,

We discussed yesterday.

Between you and Murtuza, you will have enure there are no open tickets ageing beyond 4 days. Today 95% + tuckets which are ageing beyond 4 days are pertaining to Livesalesmen. Ideally there should not be anything pending beyond 2 days.

Similarly as discussed shall await for the below :

  1.  Types of queries received under product description and volumes--- say from Feb 01 – Mar 10th.
  2.  What type of questions are you not able to answer immediately and need to revert to Murtuza for support ( indicative volumes also).

Summary of action points :

  1.  Open ageing tickets should be “0” beyond 4 days at any given point of time. Ideal stage is to reach is no ageing beyond 48 hrs.
  2.  Product specs queries types analysis
  3.  Wait time of chats to be avg within 5 minutes. Livesalesman to propose basis chat volumes during various intervals of 24 hrs.

Regards,
Deepak

From: Niren Dsouza <[email-masked]>
Sent: Wednesday, March 10, 2021 8:17 PM
To: saurabh <[email-masked]>; Deepak Devasia <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>
Cc: deeksha <[email-masked]>; Nalineedhar Kasibhatla <[email-masked]>; Ankit Arora <[email-masked]>; Tejendra Singh <[email-masked]>; Manmohan Chittlangia <[email-masked]>
Subject: Daily performance summary for LiveSalesman team for 9th March, 2021.

External email sender, please take precaution.
Good day!
I hope this finds you well.
Please find listed the performance data for the LiveSalesman team for yesterday, March 9th 2021.

  *   Total tickets created :
Total tickets created
Column Labels
Agents
Facebook
Whatsapp open
Whatsapp resolved
HomeBox Instagram
Emails
Grand Total
Alka Pandey
1
1
Amer Kher Bek
8
36
44
Amir Aziz
2
32
34
Amr Khalil
6
36
42
Issa Kafroni
12
51
63
Mohd Adeel Akhter
14
16
30
Niren Dsouza
6
6
No Agent
6
6
Shafik Lubbos
10
69
79
Tarish Ayubi
9
48
24
81
Grand Total
30
38
288
6
24
386

  *   Total Whatsapp chats :
Agents
Total chats assigned
Total chats resolved
Adeel Akhter
22
22
Amer Kher Bek
75
76
Amir Aziz
49
48
Amr Khalil
68
68
Issa Kafroni
90
89
Niren Dsouza
0
1
Shafik Lubbos
126
125
Tarish Ayubi
51
51
Grand Total
481
480

  *   Whatsapp chat type:
HB Chat Type
Reason Category
Sub Reason
Count of HB Chat Type
Customer Services
Delivery Related
Day of Delivery - Status
11
Delayed Delivery (Furniture)
1
Delayed Delivery (HH)
20
Delivery Status
36
Partial Delivery
1
Reschedule Delivery
11
(blank)
5
Delivery Related Total
85
Product Complaint
Complaint within Warranty
8
(blank)
4
Product Complaint Total
12
Refunds and Cancelations
Cancelation
7
Refund for Other reason
1
Return Request Initiation
7
(blank)
8
Refunds and Cancelations Total
23
(blank)
(blank)
7
(blank) Total
7
Customer Services Total
127
Mattress Related
Post-Sales
Product Complaints
2
Post-Sales Total
2
Pre-Sales
Other PreSales
3
Pre-Sales Total
3
Mattress Related Total
5
No Answer
No Answer
No Answer
18
No Answer Total
18
(blank)
(blank)
18
(blank) Total
18
No Answer Total
36
PreSales
Other Enquiry
Offers
3
Payment Methods
3
Store Availability
22
Store Location
7
Website/App Issues
4
Other Enquiry Total
39
Policy Related
Delivery Cost
13
Delivery Time
6
Return Policy
6
(blank)
2
Policy Related Total
27
Product Related
Combo
6
Pricing
4
Product Specification
67
(blank)
12
Product Related Total
89
(blank)
(blank)
3
(blank) Total
3
PreSales Total
158
(blank)
(blank)
(blank)
(blank) Total
(blank) Total
Grand Total
326

  *   Total count of ageing for Facebook:
Facebook
Ageing
Agents
0-2 days
3-4 days
7-10 days
Grand Total
Alka Pandey
2
1
3
Mohd Adeel Akhter
10
2
12
Tarish Ayubi
12
12
Grand Total
24
2
1
27

·                     Total count of ageing for Whatsapp:
Whatsapp
Ageing

Agents
0-2 days
3-4 days
5-6 days
7-10 days
11-15 days
+15 days
Grand Total
Alka Pandey
7
1
1
2
11
Amer Kher Bek
13
1
3
1
18
Amir Aziz
5
2
7
Amr Khalil
17
3
1
1
22
Ibrahem Mahmoud
3
4
1
1
2
11
Issa Kafroni
15
4
1
20
Mohammed Atiah
1
1
2
Mohd Adeel Akhter
1
1
Shafik Lubbos
31
7
3
2
43
Grand Total
91
19
10
9
1
5
135

  *   Count of ageing for Instagram:
Instagram
Ageing
Agents
3-4 days
5-6 days
Grand Total
Niren Dsouza
1
3
4
Grand Total
1
3
4

  *   Total count of ageing for emails:

Emails
Ageing

Agents
0-2 days
3-4 days
5-6 days
7-10 days
11-15 days
+15 days
Grand Total
Alka Pandey
3
1
3
7
Amir Aziz
1
3
4
Mohammed Atiah
1
1
Mohd Adeel Akhter
3
7
2
2
1
15
Tarish Ayubi
12
1
1
1
15
Grand Total
19
12
2
3
1
5
42

Please feel free to reach out for any further clarifications.

Niren D'Souza
Team Manager
[email-masked]<mailto:[email-masked]>
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