Subject: HB UAE Dashboard
From: Gaurav Yadav <[email-masked]>
To: saurabh <[email-masked]>
Date: Mon, 28 Nov 2022 03:18:41 -0700 (MST)

Hi sir, 

Given below is the HB UAE Dashboard, I have also attached the excel. 

			HB UAE Dashboard 					
										
Email Tickets 										
Week 	Email Tickets 	Average 1st response time 								
1st Nov to 6th Nov 	123 	02:20:21 								
7th Nov - 13th Nov 	157 	01:35:49 								
14th Nov - 20th Nov 	197 	02:20:29 								
21st Nov - 27th Nov 	187 	01:54:58 								
										
Chats 										
Week 	Assigned conversation 	Resolved conversation 	First Response Time 							
1st Nov to 6th Nov 	1069 	1075 	00:01:09 							
7th Nov - 13th Nov 	1025 	1019 	00:01:11 							
14th Nov - 20th Nov 	1299 	1299 	00:01:26 							
21st Nov - 27th Nov 	1032 	1030 	00:01:06 							

										
Chat category 										
Week 	Customer Services 	Live Sales 	Mattress Related 	No Answer 	PreSales 					
1st Nov to 6th Nov 	89% 	1% 	6% 	1% 	4% 					
7th Nov - 13th Nov 	94% 		2% 	1% 	3% 					
14th Nov - 20th Nov 	92% 		1% 		7% 					
21st Nov - 27th Nov 	86% 		5% 		9% 					
										
Customer Services category 										
Week 	Delivery Related 	Product Complaint 	Refunds and Cancelations 	App and Website Issues 						
1st Nov to 6th Nov 	59% 	27% 	13% 	1% 						
7th Nov - 13th Nov 	55% 	37% 	7% 							
14th Nov - 20th Nov 	64% 	31% 	6% 							
21st Nov - 27th Nov 	60% 	33% 	7% 							
										
Delivery Related Sub category 										
Week 	Delayed Delivery (HH) 	Delivery Status 	Reschedule Delivery 	Damage during delivery 	Day of Delivery - Status 	Delayed Delivery (Furniture) 	Fresh fixing pending 	Missing items\parts 	Partial Delivery 	Wrong commitments 
1st Nov to 6th Nov 	47% 	27% 	10% 	2% 	1% 	11% 			1% 	1% 
7th Nov - 13th Nov 	46% 	31% 	11% 	2% 		2% 		7% 		2% 
14th Nov - 20th Nov 	45% 	33% 	17% 			1% 	1% 	2% 	2% 	1% 
21st Nov - 27th Nov 	38% 	31% 	10% 	1% 	1% 	4% 		4% 	4% 	6% 
										
Product Complaint Sub category 										
Week 	Complaint within Warranty 	Complaint outside Warranty 								
1st Nov to 6th Nov 	97% 	3% 								
7th Nov - 13th Nov 	95% 	5% 								
14th Nov - 20th Nov 	100% 									
21st Nov - 27th Nov 	98% 	2% 								
										
Refunds and Cancelations Sub category 										
Row Labels 	Cancelation 	Delay collection 	Product issue 	Refund for Other reason 	Refunds after Return 	Return Request Initiation 				
1st Nov to 6th Nov 	11% 	11% 	6% 	11% 	39% 	22% 				
7th Nov - 13th Nov 		13% 		38% 	13% 	38% 				
14th Nov - 20th Nov 	9% 	9% 		36% 	36% 	9% 				
21st Nov - 27th Nov 	27% 	9% 	18% 		18% 	27%