Subject: RE: Daily performance summary for LiveSalesman team for 13th March 2021.
From: Murtaza Kutiyanawala <[email-masked]>
To: Niren Dsouza <[email-masked]>
Cc: deeksha <[email-masked]>, Nalineedhar Kasibhatla <[email-masked]>, Ankit Arora <[email-masked]>, Tejendra Singh <[email-masked]>, Manmohan Chittlangia <[email-masked]>, Deepak Devasia <[email-masked]>, saurabh <[email-masked]>
Date: Mon, 15 Mar 2021 07:32:56 +0000

Hi Good Morning Niren,

Why do we have so many tickets in open status on whatts app from 5 to 6 days and beyond.

Request you to add a few agents on whatts app group and get the aging tickets actioned by today 5 clock.

Whatsapp open
Ageing

Agents
0-2 days
3-4 days
5-6 days
7-10 days
11-15 days
+15 days
Grand Total
Alka Pandey
2
2
Amer Kher Bek
2
4
8
3
1
18
Amir Aziz
4
1
2
7
Amr Khalil
7
3
5
2
17
Ibrahem Mahmoud
2
1
3
1
6
13
Issa Kafroni
6
5
3
14
Mohammed Atiah
1
1
Ritesh Sharma
1
2
3
Shafik Lubbos
11
2
11
10
34
Grand Total
31
14
32
23
2
7
109

Murtaza Kutiyanawala
Team Lead – Customer Care
T   :  +971 4 517 2300
D  :  +971 4 813 5812
F   :  +971 4 517 2380
E   : [email-masked]<mailto:[email-masked]>
Landmark Tower, Dubai Marina, P.O.Box 282028, UAE.
www.homeboxstores.com<http://www.homeboxstores.com/>

From: Niren Dsouza <[email-masked]>
Sent: Monday, March 15, 2021 11:27 AM
To: Deepak Devasia <[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]>
Subject: Daily performance summary for LiveSalesman team for 13th March 2021.

External email sender, please take precaution.
Greetings of the day.
Please find listed below the performance data for the LiveSalesman team for March 13th, 2021.

  *   Total tickets created :
Total tickets created
Groups
Agents
Facebook
Whatsapp open
Whatsapp resolved
HomeBox Instagram
Emails
Grand Total
Alka Pandey
3
2
5
Amir Aziz
8
1
49
58
Amr Khalil
4
46
50
Ibrahem Mahmoud
20
14
34
Issa Kafroni
3
55
58
Mohd Adeel Akhter
8
9
3
20
No Agent
2
1
3
Shafik Lubbos
7
91
98
Tarish Ayubi
4
43
31
78
Grand Total
25
15
305
9
50
404

  *   Total Whatsapp chats :
Agents
Total chats assigned
Total chats resolved
Amir Aziz
64
57
Amr Khalil
64
64
Ibrahem Mahmoud
36
35
Issa Kafroni
84
84
Ritesh  sharma
1
0
Shafik Lubbos
153
153
Tarish Ayubi
52
52
Grand Total
454
445

  *   Whatsapp chat type:
HB Chat Type
Reason Category
Sub Reason
Count of HB Chat Type
Customer Services
Delivery Related
Day of Delivery - Status
3
Delayed Delivery (HH)
6
Delivery Status
30
Partial Delivery
2
Reschedule Delivery
5
(blank)
6
Delivery Related Total
52
Product Complaint
Complaint within Warranty
5
(blank)
8
Product Complaint Total
13
Refunds and Cancelations
Cancelation
4
Refund for Other reason
2
Refunds after Return
2
Return Request Initiation
8
(blank)
14
Refunds and Cancelations Total
30
(blank)
(blank)
6
(blank) Total
6
Customer Services Total
101
Mattress Related
Post-Sales
Product Complaints
1
Post-Sales Total
1
Pre-Sales
Question about Free Trial
2
(blank)
1
Pre-Sales Total
3
(blank)
(blank)
1
(blank) Total
1
Mattress Related Total
5
No Answer
No Answer
No Answer
21
No Answer Total
21
(blank)
(blank)
27
(blank) Total
27
No Answer Total
48
PreSales
Other Enquiry
Offers
3
Payment Methods
2
Promo Code
1
Store Availability
18
Store Location
9
Using Shukran Points
5
Website/App Issues
4
(blank)
3
Other Enquiry Total
45
Policy Related
Delivery Cost
18
Delivery Time
5
Return Policy
3
(blank)
1
Policy Related Total
27
Product Related
Combo
1
Pricing
3
Product Specification
73
(blank)
13
Product Related Total
90
(blank)
(blank)
4
(blank) Total
4
PreSales Total
166
(blank)
(blank)
(blank)
(blank) Total
(blank) Total
Grand Total
320

  *   Total count of ageing for Facebook:
Facebook
Ageing

Agents
0-2 days
3-4 days
5-6 days
7-10 days
11-15 days
Grand Total
Alka Pandey
5
6
1
12
Amir Aziz
8
4
12
Mohd Adeel Akhter
13
3
3
3
22
Tarish Ayubi
2
12
3
17
Grand Total
28
25
6
3
1
63

·                     Total count of ageing for Whatsapp:

Whatsapp open
Ageing

Agents
0-2 days
3-4 days
5-6 days
7-10 days
11-15 days
+15 days
Grand Total
Alka Pandey
2
2
Amer Kher Bek
2
4
8
3
1
18
Amir Aziz
4
1
2
7
Amr Khalil
7
3
5
2
17
Ibrahem Mahmoud
2
1
3
1
6
13
Issa Kafroni
6
5
3
14
Mohammed Atiah
1
1
Ritesh Sharma
1
2
3
Shafik Lubbos
11
2
11
10
34
Grand Total
31
14
32
23
2
7
109

  *   Count of ageing for Instagram:
Instagram
Ageing
Agents
7-10 days
Grand Total
Niren Dsouza
1
1
Grand Total
1
1

  *   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
4
4
5
1
1
15
Amir Aziz
1
2
1
4
Ibrahem Mahmoud
12
1
13
Mohd Adeel Akhter
1
1
1
1
4
Tarish Ayubi
35
1
2
1
1
40
Grand Total
53
9
8
3
1
2
76

Please feel free to reach out for any further clarifications.

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