Subject: check this
From: Elharith Elsiddig <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>
Date: Fri, 25 Mar 2022 06:22:50 -0700 (MST)

Hi Amira, 

You have one fatal cases on date 16-Feb-21 , and I want you to go through with the details and make sure that the same thing won't happen again. 

Agent Name 	Ticket/ Email Id 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 	Remarks 
Amira Alanazi 	3916943 	19-Feb-22 	12-Mar-22 	75% 	Below Benchmark 	Should Be escalated to WH and asked them if this order will be shipped or not 
Amira Alanazi 	3901927 	16-Feb-21 	10-Mar-22 	0% 	Fatal 	A representative informs the customer that we are escalating your issue and closes the chat without escalating, but the order was ready for pickup at the pickup location. 

Reason for Fatel :You inform the customer that we are escalating your issue and close the chat without escalating, but the order was ready for pickup at the pickup location. 

What should have been done: Ideally, you should check tracking status before replying to the customer. 

Regards, 
Elharith