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 01:58:59 -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 ] 

Observation: No order Id mentioned on the BOT conversation, agent asked for the order details. No response from the cx, hence the agent disconnected the chat. 

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

Observation: The customer contacted for order status, the agent asked the cx to confirm and validate the address and contact details to get his order delivered. 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 ] 

Observation: The customer contacted for order status, the agent asked the cx to confirm and validate the address and contact details to get his order delivered. Customer not responding hence the agent closed the chat. However, agent could have escalated the chat directly to expedite the process. Still as per process we confirm the customer's contact details and then only escalate to the courier team. 

4. [ https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/2/0/conversation/68033941166 | https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/2/0/conversation/68033941166 ] 
Observation: Customer asking about order collection from store, agent checked and inform the order will be ready for pickup within the expected delivery date. 

Tawfik- 

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

Observation: The customer contacted for refund process, No order Id mentioned on the BOT conversation to check or create return/refund. Customer not responding hence the agent closed the chat. 

Warm Regards, 
Bidipta Dutta