Subject: Re: Daily performance summary for LiveSalesman team for 14th March 2021.
From: Niren Dsouza <[email-masked]>
To: murtaza kutiyanawala <[email-masked]>
Cc: deeksha <[email-masked]>, Nalineedhar Kasibhatla <[email-masked]>, Ankit Arora <[email-masked]>, Manmohan chittlangia <[email-masked]>, tejendra singh <[email-masked]>, deepak devasia <[email-masked]>, saurabh <[email-masked]>
Date: Tue, 16 Mar 2021 01:43:35 -0700 (MST)

Hi Murtaza, 

Please find the link for the ageing tickets tracker we have implemented. 
This will be updated with all the pending tickets over the ageing TAT that we've discussed. 
There is also a column stating with which department these tickets are pending. 
Right now am keeping this updated with tickets over 4 days, moving forward will filter this down to the over-48 hours tickets. 

https://docs.google.com/spreadsheets/d/1CRc1rztNz7pCYPokQVRh4WD-mJm6GvMJZNyWQJ8Ps44/edit#gid=0 

Niren D'Souza 
Team Manager 
[email-masked] 

From: "murtaza kutiyanawala" <[email-masked]> 
To: "Niren Dsouza" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "Nalineedhar Kasibhatla" <[email-masked]>, "Ankit Arora" <[email-masked]>, "Manmohan chittlangia" <[email-masked]>, "tejendra singh" <[email-masked]>, "deepak devasia" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Monday, March 15, 2021 10:16:13 PM 
Subject: RE: Daily performance summary for LiveSalesman team for 14th March 2021. 

Hi Niren, 

We are aiming at no tickets to be pending beyond 3to 4 days but, there are so many tickets that are still not action in 5 to 6 , 7 to 10 and 11to 15 days 

What is the challenge that you are facing with whatts app tickets ? 

	

Whatsapp 	

Ageing 	

	

	

	

Agents 	

0-2 days 	

3-4 days 	

5-6 days 	

7-10 days 	

11-15 days 	

Grand Total 

Alka Pandey 	

2 	

2 				

4 

Amer Kher Bek 	

5 	

2 	

4 	

2 	

1 	

14 

Amir Aziz 	

4 	

1 	

2 			

7 

Amr Khalil 	

7 	

3 	

6 	

1 		

17 

Issa Kafroni 	

6 		

5 	

2 		

13 

Manmoon Alsadig Haroon Adam 	

1 					

1 

Mosab Mohammed Abdalla Nasreldin 	

1 					

1 

Ritesh Sharma 	

1 			

1 		

2 

Shafik Lubbos 	

19 	

2 	

11 	

5 		

37 

Tarish Ayubi 	

1 					

1 

Grand Total 	

47 	

10 	

28 	

11 	

1 	

97 

	

Murtaza Kutiyanawala 

Team Lead – Customer Care 

T : +971 4 517 2300 

D : +971 4 813 5812 

F : +971 4 517 2380 

E : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina, P.O.Box 282028, UAE. 

[ http://www.homeboxstores.com/ | www.homeboxstores.com ] 

From: Niren Dsouza <[email-masked]> 
Sent: Monday, March 15, 2021 8:16 PM 
To: Deepak Devasia <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>; saurabh <[email-masked]> 
Cc: deeksha <[email-masked]>; Nalineedhar Kasibhatla <[email-masked]>; Ankit Arora <[email-masked]>; Manmohan Chittlangia <[email-masked]>; Tejendra Singh <[email-masked]> 
Subject: Daily performance summary for LiveSalesman team for 14th March 2021. 

External email sender, please take precaution. 

Good evening. 

I hope this finds you well. 

Please find listed below the performance data for the LiveSalesman team for March 14th, 2021. 

    * Total tickets created : 

Total tickets created 	

Groups 					

Agents 	

Facebook 	

Whatsapp open 	

Whatsapp resolved 	

HomeBox Instagram 	

Emails 	

Grand Total 

Alka Pandey 	

4 		

4 			

8 

Amer Kher Bek 		

3 	

26 			

29 

Amir Aziz 	

3 	

3 	

47 			

53 

Amr Khalil 		

3 	

38 			

41 

Ibrahem Mahmoud 			

3 		

26 	

29 

Issa Kafroni 		

1 	

44 			

45 

Mohd Adeel Akhter 	

24 			

7 	

3 	

34 

No Agent 	

5 		

1 			

6 

Ritesh Sharma 		

2 	

53 			

55 

Shafik Lubbos 		

5 	

82 			

87 

Tarish Ayubi 	

3 		

6 		

13 	

22 

Grand Total 	

39 	

17 	

304 	

7 	

42 	

409 

    * Total Whatsapp chats : 

Agents 	

Total chats assigned 	

Total chats resolved 

Alka Pandey 	

19 	

19 

Amer Kher Bek 	

45 	

46 

Amir Aziz 	

53 	

58 

Amr Khalil 	

59 	

56 

Ibrahem Mahmoud 	

4 	

3 

Issa Kafroni 	

61 	

61 

Ritesh sharma 	

65 	

64 

Shafik Lubbos 	

115 	

115 

Tarish Ayubi 	

7 	

7 

Grand Total 	

428 	

429 

    * 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 (Furniture) 	

6 

Delayed Delivery (HH) 	

4 

Delivery Status 	

40 

Partial Delivery 	

4 

Reschedule Delivery 	

3 

(blank) 	

5 

Delivery Related Total 		

65 

Product Complaint 	

Complaint within Warranty 	

14 

(blank) 	

6 

Product Complaint Total 	

20 

Refunds and Cancelations 	

Cancelation 	

8 

Refund for Other reason 	

12 

Refunds after Return 	

2 

Return item not received 	

1 

Return Request Initiation 	

2 

(blank) 	

11 

Refunds and Cancelations Total 	

36 

(blank) 	

(blank) 	

8 

(blank) Total 		

8 

Customer Services Total 			

129 

Mattress Related 	

Post-Sales 	

Product Complaints 	

1 

Post-Sales Total 		

1 

Pre-Sales 	

Product Query - Size/Material Etc. 	

1 

Pre-Sales Total 		

1 

Mattress Related Total 			

2 

No Answer 	

No Answer 	

No Answer 	

10 

No Answer Total 		

10 

(blank) 	

(blank) 	

11 

(blank) Total 		

11 

No Answer Total 			

21 

PreSales 	

Other Enquiry 	

Offers 	

6 

Payment Methods 	

9 

Promo Code 	

2 

Store Availability 	

20 

Store Location 	

5 

Using Shukran Points 	

1 

Website/App Issues 	

2 

Other Enquiry Total 		

45 

Policy Related 	

Delivery Cost 	

14 

Delivery Time 	

13 

Return Policy 	

6 

(blank) 	

6 

Policy Related Total 		

39 

Product Related 	

Combo 	

2 

Pricing 	

1 

Product Specification 	

55 

(blank) 	

24 

Product Related Total 		

82 

(blank) 	

(blank) 	

3 

(blank) Total 		

3 

PreSales Total 			

169 

(blank) 	

(blank) 	

(blank) 	

(blank) Total 		

(blank) Total 			

Grand Total 			

321 

    * Total count of ageing for Facebook: 

Facebook 	

Ageing 	

	

	

Agents 	

0-2 days 	

3-4 days 	

7-10 days 	

11-15 days 	

Grand Total 

Alka Pandey 	

8 	

3 		

1 	

12 

Amir Aziz 	

6 	

4 			

10 

Mohd Adeel Akhter 	

6 		

1 		

7 

Tarish Ayubi 	

3 				

3 

Grand Total 	

23 	

7 	

1 	

1 	

32 

· Total count of ageing for Whatsapp: 

	

Whatsapp 	

Ageing 	

	

	

	

Agents 	

0-2 days 	

3-4 days 	

5-6 days 	

7-10 days 	

11-15 days 	

Grand Total 

Alka Pandey 	

2 	

2 				

4 

Amer Kher Bek 	

5 	

2 	

4 	

2 	

1 	

14 

Amir Aziz 	

4 	

1 	

2 			

7 

Amr Khalil 	

7 	

3 	

6 	

1 		

17 

Issa Kafroni 	

6 		

5 	

2 		

13 

Manmoon Alsadig Haroon Adam 	

1 					

1 

Mosab Mohammed Abdalla Nasreldin 	

1 					

1 

Ritesh Sharma 	

1 			

1 		

2 

Shafik Lubbos 	

19 	

2 	

11 	

5 		

37 

Tarish Ayubi 	

1 					

1 

Grand Total 	

47 	

10 	

28 	

11 	

1 	

97 

    * 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 	

3 	

3 	

2 			

1 	

9 

Amir Aziz 	

1 	

2 		

1 			

4 

Ibrahem Mahmoud 	

20 	

1 		

1 			

22 

Mohd Adeel Akhter 	

3 	

1 				

2 	

6 

Tarish Ayubi 	

15 				

1 		

16 

Grand Total 	

42 	

7 	

2 	

2 	

1 	

3 	

57 

Please feel free to reach out for any further clarifications. 

Niren D'Souza 

Team Manager 

[ mailto:[email-masked] | [email-masked] ] 

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