Subject: Observations For Client Escalations On Chat
From: Bidipta Dutta <[email-masked]>
To: deeksha <[email-masked]>
Cc: Elharith Elsiddig <[email-masked]>
Date: Thu, 24 Nov 2022 00:20:57 -0700 (MST)

Hello Deeksha, 

As requested please find below one liner observation for both the agents "Hillah" & "Tawfik" for the complaints received for their chats - 

Hessah- 

1. [ https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/2/0/conversation/681947635591064 | https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/2/0/conversation/681947635591064 ] 

No order Id mentioned on the BOT conversation 

2. [ https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/2/0/conversation/681872675217499 | https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/2/0/conversation/681872675217499 ] 

The agent want to confirm and validate the address and contact also this case been escalated on 5325124 

3. [ https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/2/0/conversation/681960901831398 | https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/2/0/conversation/681960901831398 ] 

It's the same thing here, and maybe I can blame her here, but if we consider the flow, the customer was offline. 

4. [ https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/2/0/conversation/68033941166 | https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/2/0/conversation/68033941166 ] 
She advised the customer and answered his query 

Tawfik- 

1. https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/2/0/conversation/681942742713610 

No order Id mentioned on the BOT conversation to check or create return/refund 

Observation: Agent mistake can be considered, however it is visible agent tried to assist but missed to check the order tracking possibly due to the high chat flow. 

Warm Regards, 
Bidipta Dutta