Subject: YTD performance summary for LiveSalesman team
From: Niren Dsouza <[email-masked]>
To: murtaza kutiyanawala <[email-masked]>, deepak devasia <[email-masked]>, saurabh <[email-masked]>
Cc: Manmohan chittlangia <[email-masked]>, deeksha <[email-masked]>, tejendra singh <[email-masked]>, Nalineedhar Kasibhatla <[email-masked]>
Date: Wed, 24 Feb 2021 09:51:41 -0700 (MST)

Good day. 
I hope this finds you well. 
Please find attached the year to date report with a month wise break up for the different streams the LiveSalesman team has been handling. 

    * Total Whatsapp chats handled to date month wise.(Start date : Sep 22nd, 2020 ) 
Month 	Total Chats 	Total Tickets 	Chats/Tickets 
Sep-20 	1677 	427 	3.93 
Oct-20 	7488 	4715 	1.59 
Nov-20 	7614 	5247 	1.45 
Dec-20 	4038 	2545 	1.59 
Jan-21 	4232 	3686 	1.15 
Feb-21 	9701 	7698 	1.26 
Total 	34750 	24318 	1.43 

    * Listed below is the chat type summary for the months since September. 
    * September 2020 

HB Chat Type 	Reason Category 	Sub Reason 	Count of HB Chat Type 
Customer Services 	Delivery Related 	Day of Delivery - Status 	1 
		Delayed Delivery (Furniture) 	2 
		Delayed Delivery (HH) 	1 
		Delivery Status 	18 
		Partial Delivery 	2 
		Reschedule Delivery 	3 
		(blank) 	10 
	Delivery Related Total 		37 
	Product Complaint 	Complaint within Warranty 	4 
		(blank) 	3 
	Product Complaint Total 		7 
	Refunds and Cancelations 	Cancelation 	7 
		Refund for Other reason 	1 
		Refunds after Return 	2 
		Return item not received 	1 
		Return Request Initiation 	7 
	Refunds and Cancelations Total 		18 
	(blank) 	(blank) 	2 
	(blank) Total 		2 
Customer Services Total 			64 
No Answer 	No Answer 	No Answer 	6 
		(blank) 	1 
	No Answer Total 		7 
	(blank) 	(blank) 	2 
	(blank) Total 		2 
No Answer Total 			9 
PreSales 	Other Enquiry 	Offers 	7 
		Payment Methods 	2 
		Promo Code 	1 
		Store Availability 	9 
		Store Location 	3 
		Using Shukran Points 	2 
		Website/App Issues 	3 
		(blank) 	9 
	Other Enquiry Total 		36 
	Policy Related 	Delivery Cost 	12 
		Delivery Time 	13 
		Return Policy 	1 
		(blank) 	3 
	Policy Related Total 		29 
	Product Related 	Combo 	8 
		Pricing 	8 
		Product Specification 	63 
		(blank) 	13 
	Product Related Total 		92 
	(blank) 	(blank) 	3 
	(blank) Total 		3 
PreSales Total 			160 
(blank) 	(blank) 	(blank) 	
	(blank) Total 		
(blank) Total 			
Grand Total 			233 

    * October 2020 
HB Chat Type 	Reason Category 	Sub Reason 	Count of HB Chat Type 
Customer Services 	Delivery Related 	Day of Delivery - Status 	25 
		Delayed Delivery (Furniture) 	10 
		Delayed Delivery (HH) 	4 
		Delivery Status 	217 
		Partial Delivery 	16 
		Reschedule Delivery 	34 
		(blank) 	8 
	Delivery Related Total 		314 
	Product Complaint 	Complaint outside Warranty 	4 
		Complaint within Warranty 	104 
		(blank) 	2 
	Product Complaint Total 		110 
	Refunds and Cancelations 	Cancelation 	75 
		Refund for Other reason 	29 
		Refunds after Return 	35 
		Return item not received 	2 
		Return Request Initiation 	31 
	Refunds and Cancelations Total 		172 
	(blank) 	(blank) 	3 
	(blank) Total 		3 
Customer Services Total 			599 
Mattress Related 	Pre-Sales 	Product Query - Size/Material Etc. 	1 
	Pre-Sales Total 		1 
Mattress Related Total 			1 
No Answer 	No Answer 	No Answer 	904 
		(blank) 	7 
	No Answer Total 		911 
	(blank) 	(blank) 	81 
	(blank) Total 		81 
No Answer Total 			992 
PreSales 	Other Enquiry 	Offers 	292 
		Payment Methods 	42 
		Promo Code 	10 
		Store Availability 	33 
		Store Location 	99 
		Using Shukran Points 	17 
		Website/App Issues 	41 
		(blank) 	61 
	Other Enquiry Total 		595 
	Policy Related 	Delivery Cost 	190 
		Delivery Time 	129 
		Return Policy 	16 
		(blank) 	3 
	Policy Related Total 		338 
	Product Related 	Combo 	16 
		Pricing 	47 
		Product Specification 	1763 
		(blank) 	15 
	Product Related Total 		1841 
	(blank) 	(blank) 	1 
	(blank) Total 		1 
PreSales Total 			2775 
(blank) 	(blank) 	(blank) 	
	(blank) Total 		
(blank) Total 			
Grand Total 			4367 

    * 
    * November 2020 : 

HB Chat Type 	Reason Category 	Sub Reason 	Count of HB Chat Type 
Customer Services 	Delivery Related 	Day of Delivery - Status 	6 
		Delayed Delivery (Furniture) 	7 
		Delayed Delivery (HH) 	92 
		Delivery Status 	442 
		Partial Delivery 	52 
		Reschedule Delivery 	55 
		(blank) 	50 
	Delivery Related Total 		704 
	Product Complaint 	Complaint outside Warranty 	10 
		Complaint within Warranty 	74 
		(blank) 	1 
	Product Complaint Total 		85 
	Refunds and Cancelations 	Cancelation 	114 
		Refund for Other reason 	50 
		Refunds after Return 	26 
		Return item not received 	8 
		Return Request Initiation 	145 
		(blank) 	12 
	Refunds and Cancelations Total 		355 
	(blank) 	(blank) 	22 
	(blank) Total 		22 
Customer Services Total 			1166 
Mattress Related 	Post-Sales 	Product Complaints 	2 
		Returns and Free Trial 	2 
	Post-Sales Total 		4 
	Pre-Sales 	Other PreSales 	2 
		Product Query - Size/Material Etc. 	4 
		Question about Free Trial 	1 
	Pre-Sales Total 		7 
Mattress Related Total 			11 
No Answer 	No Answer 	No Answer 	494 
		(blank) 	3 
	No Answer Total 		497 
	(blank) 	(blank) 	7 
	(blank) Total 		7 
No Answer Total 			504 
PreSales 	Other Enquiry 	Offers 	75 
		Payment Methods 	39 
		Promo Code 	6 
		Store Availability 	16 
		Store Location 	64 
		Using Shukran Points 	16 
		Website/App Issues 	18 
		(blank) 	7 
	Other Enquiry Total 		241 
	Policy Related 	Delivery Cost 	109 
		Delivery Time 	85 
		Return Policy 	19 
	Policy Related Total 		213 
	Product Related 	Pricing 	6 
		Product Specification 	1713 
		(blank) 	21 
	Product Related Total 		1740 
	(blank) 	(blank) 	1 
	(blank) Total 		1 
PreSales Total 			2195 
(blank) 	(blank) 	(blank) 	
	(blank) Total 		
(blank) Total 			
Grand Total 			3876 

    * December 2020: 
HB Chat Type 	Reason Category 	Sub Reason 	Count of HB Chat Type 
Customer Services 	Delivery Related 	Day of Delivery - Status 	22 
		Delayed Delivery (Furniture) 	8 
		Delayed Delivery (HH) 	49 
		Delivery Status 	394 
		Partial Delivery 	51 
		Reschedule Delivery 	30 
		(blank) 	6 
	Delivery Related Total 		560 
	Product Complaint 	Complaint outside Warranty 	2 
		Complaint within Warranty 	42 
	Product Complaint Total 		44 
	Refunds and Cancelations 	Cancelation 	98 
		Refund for Other reason 	31 
		Refunds after Return 	43 
		Return item not received 	14 
		Return Request Initiation 	130 
		(blank) 	2 
	Refunds and Cancelations Total 		318 
	(blank) 	(blank) 	10 
	(blank) Total 		10 
Customer Services Total 			932 
Mattress Related 	Post-Sales 	Product Complaints 	1 
	Post-Sales Total 		1 
	Pre-Sales 	Question about Free Trial 	1 
	Pre-Sales Total 		1 
Mattress Related Total 			2 
No Answer 	No Answer 	No Answer 	140 
		(blank) 	4 
	No Answer Total 		144 
No Answer Total 			144 
PreSales 	Other Enquiry 	Offers 	15 
		Payment Methods 	3 
		Promo Code 	6 
		Store Availability 	7 
		Store Location 	1 
		Using Shukran Points 	5 
		Website/App Issues 	8 
	Other Enquiry Total 		45 
	Policy Related 	Delivery Cost 	11 
		Delivery Time 	23 
		Return Policy 	2 
	Policy Related Total 		36 
	Product Related 	Pricing 	4 
		Product Specification 	223 
		(blank) 	2 
	Product Related Total 		229 
	(blank) 	(blank) 	1 
	(blank) Total 		1 
PreSales Total 			311 
(blank) 	(blank) 	(blank) 	
	(blank) Total 		
(blank) Total 			
Grand Total 			1389 

    * January 2021 : 
HB Chat Type 	Reason Category 	Sub Reason 	Count of HB Chat Type 
Customer Services 	Delivery Related 	Day of Delivery - Status 	24 
		Delayed Delivery (Furniture) 	16 
		Delayed Delivery (HH) 	26 
		Delivery Status 	321 
		Partial Delivery 	50 
		Reschedule Delivery 	40 
		(blank) 	1 
	Delivery Related Total 		478 
	Product Complaint 	Complaint outside Warranty 	3 
		Complaint within Warranty 	75 
	Product Complaint Total 		78 
	Refunds and Cancelations 	Cancelation 	86 
		Refund for Other reason 	54 
		Refunds after Return 	59 
		Return item not received 	8 
		Return Request Initiation 	78 
	Refunds and Cancelations Total 		285 
Customer Services Total 			841 
Mattress Related 	Post-Sales 	Product Complaints 	2 
	Post-Sales Total 		2 
	Pre-Sales 	Other PreSales 	3 
		Question about Free Trial 	1 
	Pre-Sales Total 		4 
Mattress Related Total 			6 
No Answer 	No Answer 	No Answer 	207 
		(blank) 	1 
	No Answer Total 		208 
	(blank) 	(blank) 	1 
	(blank) Total 		1 
No Answer Total 			209 
PreSales 	Other Enquiry 	Offers 	45 
		Payment Methods 	20 
		Promo Code 	15 
		Store Availability 	165 
		Store Location 	86 
		Using Shukran Points 	14 
		Website/App Issues 	24 
	Other Enquiry Total 		369 
	Policy Related 	Delivery Cost 	100 
		Delivery Time 	41 
		Return Policy 	16 
	Policy Related Total 		157 
	Product Related 	Combo 	2 
		Pricing 	46 
		Product Specification 	773 
		(blank) 	3 
	Product Related Total 		824 
PreSales Total 			1350 
(blank) 	(blank) 	(blank) 	
	(blank) Total 		
(blank) Total 			
Grand Total 			2406 

    * February 2021 : 
HB Chat Type 	Reason Category 	Sub Reason 	Count of HB Chat Type 
Customer Services 	Delivery Related 	Day of Delivery - Status 	53 
		Delayed Delivery (Furniture) 	19 
		Delayed Delivery (HH) 	120 
		Delivery Status 	830 
		Partial Delivery 	75 
		Reschedule Delivery 	57 
		(blank) 	4 
	Delivery Related Total 		1158 
	Product Complaint 	Complaint outside Warranty 	4 
		Complaint within Warranty 	116 
		(blank) 	5 
	Product Complaint Total 		125 
	Refunds and Cancelations 	Cancelation 	135 
		Refund for Other reason 	66 
		Refunds after Return 	56 
		Return item not received 	18 
		Return Request Initiation 	134 
		(blank) 	20 
	Refunds and Cancelations Total 		429 
	(blank) 	(blank) 	4 
	(blank) Total 		4 
Customer Services Total 			1716 
Mattress Related 	Post-Sales 	Product Complaints 	2 
		Returns and Free Trial 	5 
		(blank) 	1 
	Post-Sales Total 		8 
	Pre-Sales 	Other PreSales 	9 
		Product Query - Size/Material Etc. 	6 
		Question about Free Trial 	3 
		(blank) 	1 
	Pre-Sales Total 		19 
Mattress Related Total 			27 
No Answer 	No Answer 	No Answer 	843 
		(blank) 	51 
	No Answer Total 		894 
	(blank) 	(blank) 	57 
	(blank) Total 		57 
No Answer Total 			951 
PreSales 	Other Enquiry 	Offers 	179 
		Payment Methods 	62 
		Promo Code 	33 
		Store Availability 	396 
		Store Location 	204 
		Using Shukran Points 	29 
		Website/App Issues 	65 
		(blank) 	2 
	Other Enquiry Total 		970 
	Policy Related 	Delivery Cost 	340 
		Delivery Time 	189 
		Return Policy 	32 
		(blank) 	7 
	Policy Related Total 		568 
	Product Related 	Combo 	18 
		Pricing 	62 
		Product Specification 	1651 
		(blank) 	38 
	Product Related Total 		1769 
	(blank) 	(blank) 	2 
	(blank) Total 		2 
PreSales Total 			3309 
(blank) 	(blank) 	(blank) 	
	(blank) Total 		
(blank) Total 			
Grand Total 			6003 

    * Total Emails actioned. January onwards data. 
Emails 	Months 						
Agents 	Jan 	Feb 	Sep 	Oct 	Nov 	Dec 	Grand Total 
Akram Taher Ahmed 	13 						13 
Alka Pandey 	42 	223 			2 	7 	274 
Amir Aziz 	66 	51 	1 		1 	3 	122 
Hatem Alqirshi 	56 	49 					105 
Ibrahem Mahmoud 		2 					2 
Mohammed Atiah 	15 			1 	1 	1 	18 
Mohd Adeel Akhter 	78 	210 		1 	4 	4 	297 
Niren Dsouza 	11 	7 	4 		1 		23 
Saurav Chakraborty 	5 		9 	1 			15 
Shafik Lubbos 		1 					1 
Tarish Ayubi 	115 	340 			1 	1 	457 
Grand Total 	401 	883 	14 	3 	10 	16 	1327 

    * Total Instagram tickets created. January onwards initiation. 

Note : Agents who have left or have been deleted cause a slight mismatch in the data as their tickets reflect as "No agent" tickets and included in the total count of tickets. 
Please feel free to reach out for any further clarifications. 
Regards 
Niren D'Souza 
Team Manager 
[email-masked]