Subject: HB KSA Dashboard
From: Gaurav Yadav <[email-masked]>
To: saurabh <[email-masked]>
Date: Tue, 25 Oct 2022 02:50:57 -0700 (MST)

Hi sir, 

Given below is the dashboard, I have also attached the file for your reference. 

				HB KSA Dashboard 						
												
	Email Tickets 											
	Week 	Email Tickets 	Average 1st response time 									
	3rd-9th Oct 	82 	02:27:40 									
	10th-16th Oct 	81 	02:33:00 									
	17th-23rd Oct 	76 	02:26:00 									
												
	Whatsapp 											
	Week 	Assigned 	Resolved 	Average 1st response time 								
	3rd-9th Oct 	
4092 
	
4061 
	
00:15:58 
								
	10th-16th Oct 	
2945 
	
3123 
	
00:08:48 
								
	17th-23rd Oct 	
2995 
	
2828 
	
00:05:39 

	Chat category 											
	Week 	Customer Services 	Live Sales 	Mattress Related 	No Answer 	PreSales 						
	3rd-9th Oct 	65.80% 	22.89% 	0.00% 	4.60% 	6.71% 						
	10th-16th Oct 	72.18% 	15.26% 	0.21% 	5.78% 	6.56% 						
	17th-23rd Oct 	72.83% 	1.08% 	0.41% 	12.10% 	13.59% 						
												
	Customer Services category 											
	Week 	Delivery Related 	Product Complaint 	Refunds and Cancelations 	App and Website Issues 							
	3rd-9th Oct 	83.49% 	9.69% 	6.66% 	0.17% 							
	10th-16th Oct 	82.31% 	12.06% 	5.14% 	0.49% 							
	17th-23rd Oct 	70.65% 	18.20% 	9.56% 	1.59% 							
												
	Delivery Related Sub category 											
	Week 	Delivery Status 	Day of Delivery - Status 	Delayed Delivery (Furniture) 	Delayed Delivery (HH) 	Reschedule Delivery 	Missing items\parts 	Fresh fixing pending 	Damage during delivery 	Partial Delivery 	Wrong commitments 	
	3rd-9th Oct 	77.55% 	3.84% 	6.88% 	4.95% 	3.44% 	1.31% 	0.51% 	0.20% 	0.40% 	0.20% 	
	10th-16th Oct 	84.15% 	8.04% 	0.96% 	2.28% 	1.44% 	0.72% 	0.24% 	0.84% 	0.84% 	0.00% 	
	17th-23rd Oct 	45.72% 	39.10% 	3.39% 	3.23% 	2.26% 	3.07% 	0.16% 	2.26% 	0.65% 	0.16% 	
												
	Product Complaint Sub category 											
	Week 	Complaint within Warranty 	Complaint outside Warranty 									
	3rd-9th Oct 	95% 	5% 									
	10th-16th Oct 	91% 	9% 									
	17th-23rd Oct 	93% 	8% 									
												
	Refunds and Cancelations Sub category 											
	Week 	Cancelation 	Return Request Initiation 	Refunds after Return 	Refund for Other reason 	Delay collection 	Product issue 	Return item not received 	System errors 			
	3rd-9th Oct 	32.92% 	24.05% 	24.05% 	7.59% 	6.33% 	3.80% 	1.27% 	0.00% 			
	10th-16th Oct 	26.92% 	32.69% 	23.08% 	5.77% 	5.77% 	3.85% 	0.00% 	1.92% 			
	17th-23rd Oct 	19.05% 	16.67% 	35.71% 	13.10% 	3.57% 	4.76% 	7.14% 	0.00%