Subject: Homebox UAE Dashboard - 7th Dec
From: Gaurav Yadav <[email-masked]>
To: Murtaza Kutiyanawala <[email-masked]>, Ahmed Zoher <[email-masked]>
Cc: saurabh <[email-masked]>, Syed Ataullah <[email-masked]>
Date: Wed, 7 Dec 2022 23:48:56 -0700 (MST)

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

		Homebox UAE 					
							
Tickets 							
	Tickets 	First response time (average) 					
Emails 	40 	02:24:44 					
Whatsapp open 	29 	03:41:32 					
Whatsapp resolved 	95 						
Facebook 	43 	07:05:53 					
Instagram 	0 						
							
Chats 							
Date 	Assigned conversation 	Resolved conversation 	First Response time(average) 				
07-Dec-22 	152 	156 	00:02:13 				
							
Ageing Tickets 							
Tickets 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 
Emails 	23 	3 	5 	2 	0 	1 	34 
Facebook 	11 	2 	1 	0 	0 	0 	14 
WhatsApp 	36 	16 	7 	9 	10 	1 	79 
Grand total 	70 	21 	13 	11 	10 	2 	127 
							
WhatsApp chats category 							
Date 	Customer Services 	Pre Sales 	No Answer 				
07-Dec-22 	85% 	14% 	1% 				
							
Customer Services category 							
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 				
07-Dec-22 	77% 	5% 	18% 				
							
Delivery Related Sub category 							
Date 	Delivery Status 	Reschedule Delivery 	Delayed Delivery (HH) 	Day of Delivery - Status 	Delayed Delivery (Furniture) 	Partial Delivery 	Missing items\parts 
07-Dec-22 	45% 	23% 	14% 	10% 	4% 	3% 	3% 
							
Product Complaint Sub category 							
Date 	Complaint within Warranty 						
07-Dec-22 	100% 						
							
Refunds and Cancelations Sub category 							
Date 	Return Request Initiation 	Cancelation 	Refunds after Return 	Refund for Other reason 	Return item not received 	Delay collection 	
07-Dec-22 	47% 	21% 	11% 	11% 	5% 	5% 	

From: "Gaurav Yadav" <[email-masked]> 
To: "Murtaza Kutiyanawala" <[email-masked]>, "Ahmed Zoher" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Wednesday, December 7, 2022 2:12:19 PM 
Subject: Homebox UAE Dashboard - 6th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

		Homebox UAE 					
							
Tickets 							
	Tickets 	First response time (average) 					
Emails 	44 	02:21:22 					
Whatsapp open 	50 	06:38:04 					
Whatsapp resolved 	108 						
Facebook 	58 	08:08:03 					
Instagram 	0 						
							
Chats 							
Date 	Assigned conversation 	Resolved conversation 	First Response time(average) 				
06-Dec-22 	196 	188 	00:02:24 				
							
Ageing Tickets 							
Tickets 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 
Emails 	25 	6 	2 	5 	0 	0 	38 
Facebook 	27 	2 	1 	0 	0 	0 	30 
WhatsApp 	51 	17 	7 	10 	9 	1 	95 
Grand total 	103 	25 	10 	15 	9 	1 	163 
							
WhatsApp chats category 							
Date 	Customer Services 	Pre Sales 	No Answer 				
06-Dec-22 	89% 	7% 	4% 				
							
Customer Services category 							
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 	App and Website Issues 			
06-Dec-22 	67% 	15% 	16% 	1% 			
							
Delivery Related Sub category 							
Date 	Delivery Status 	Reschedule Delivery 	Delayed Delivery (HH) 	Day of Delivery - Status 	Delayed Delivery (Furniture) 	Wrong commitments 	Missing items\parts 
06-Dec-22 	54% 	16% 	13% 	13% 	2% 	1% 	1% 
							
Product Complaint Sub category 							
Date 	Complaint within Warranty 						
06-Dec-22 	100% 						
							
Refunds and Cancelations Sub category 							
Date 	Return Request Initiation 	Cancelation 	Refund for Other reason 	Refunds after Return 	Delay collection 		
06-Dec-22 	39% 	26% 	17% 	9% 	9% 		
							
App and Website Issues Sub category 							
Date 	Other App and Website Issues 						
06-Dec-22 	100% 						

From: "Gaurav Yadav" <[email-masked]> 
To: "Murtaza Kutiyanawala" <[email-masked]>, "Ahmed Zoher" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Tuesday, December 6, 2022 4:02:30 PM 
Subject: Homebox UAE Dashboard - 5th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

		Homebox UAE 							
									
Tickets 									
	Tickets 	First response time (average) 							
Emails 	39 	01:22:18 							
Whatsapp open 	38 	06:48:50 							
Whatsapp resolved 	97 								
Facebook 	44 	05:49:54 							
Instagram 	0 								
									
Chats 									
Date 	Assigned conversation 	Resolved conversation 	First Response time(average) 						
05-Dec-22 	159 	163 	00:01:34 						
									
Ageing Tickets 									
Tickets 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 		
Emails 	15 	7 	1 	4 	2 	0 	29 		
Facebook 	16 	1 	1 	0 	0 	0 	18 		
WhatsApp 	40 	18 	8 	13 	4 	1 	84 		
Grand total 	71 	26 	10 	17 	6 	1 	131 		
									
WhatsApp chats category 									
Date 	Customer Services 	Pre Sales 	Mattress Related 	No Answer 					
05-Dec-22 	90% 	8% 	1% 	1% 					
									
Customer Services category 									
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 	App and Website Issues 					
05-Dec-22 	78% 	3% 	18% 	1% 					
									
Delivery Related Sub category 									
Date 	Delivery Status 	Delayed Delivery (HH) 	Reschedule Delivery 	Day of Delivery - Status 	Missing items\parts 	Damage during delivery 	Partial Delivery 	Delayed Delivery (Furniture) 	Wrong commitments 
05-Dec-22 	59% 	13% 	12% 	6% 	4% 	2% 	1% 	1% 	1% 
									
Product Complaint Sub category 									
Date 	Complaint within Warranty 								
05-Dec-22 	100% 								
									
Refunds and Cancelations Sub category 									
Date 	Return Request Initiation 	Cancelation 	Refunds after Return 	Delay collection 	Refund for Other reason 				
05-Dec-22 	59% 	23% 	9% 	5% 	5% 				
									
App and Website Issues Sub category 									
Date 	Other App and Website Issues 								
05-Dec-22 	100% 								

From: Gaurav Yadav <[email-masked]> 
Sent: 05 December 2022 7:01 PM 
To: Murtaza Kutiyanawala <[email-masked]>; Ahmed Zoher <[email-masked]> 
Cc: Yahia Taha <[email-masked]>; hasan razakhan <[email-masked]>; Saurabh Dadu <[email-masked]>; Syed Ataullah <[email-masked]> 
Subject: Homebox UAE Dashboard - 4th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

			Homebox UAE 						
									
	Tickets 								
		Tickets 	First response time (average) 						
	Emails 	27 	01:56:04 						
	Whatsapp open 	29 	02:51:56 						
	Whatsapp resolved 	80 							
	Facebook 	30 	05:40:37 						
	Instagram 	0 							
									
	Chats 								
	Date 	Assigned conversation 	Resolved conversation 	First Response time(average) 					
	04-Dec-22 	132 	127 	00:01:35 					
									
	Ageing Tickets 								
	Tickets 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 	
	Emails 	13 	3 	3 	4 	1 	1 	25 	
	Facebook 	6 	1 	0 	0 	0 	0 	7 	
	WhatsApp 	30 	14 	7 	13 	3 	1 	68 	
	Grand total 	49 	18 	10 	17 	4 	2 	100 	
									
	WhatsApp chats category 								
	Date 	Customer Services 	Pre Sales 	Live Sales 					
	04-Dec-22 	91% 	8% 	1% 					
									
	Customer Services category 								
	Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 	App and Website Issues 				
	04-Dec-22 	71% 	16% 	11% 	2% 				
									
	Delivery Related Sub category 								
	Date 	Delivery Status 	Reschedule Delivery 	Delayed Delivery (HH) 	Partial Delivery 	Day of Delivery - Status 	Delayed Delivery (Furniture) 	Wrong commitments 	Missing items\parts 
	04-Dec-22 	51% 	19% 	10% 	9% 	7% 	1% 	1% 	1% 
									
	Product Complaint Sub category 								
	Date 	Complaint within Warranty 	Complaint outside Warranty 						
	04-Dec-22 	94% 	6% 						
									
	Refunds and Cancelations Sub category 								
	Date 	Return Request Initiation 	Cancelation 	Refunds after Return 	Refund for Other reason 				
	04-Dec-22 	64% 	18% 	9% 	9% 				
									
	App and Website Issues Sub category 								
	Date 	Other App and Website Issues 							
	04-Dec-22 	100% 							

From: "Gaurav Yadav" <[email-masked]> 
To: "Murtaza Kutiyanawala" <[email-masked]>, "Ahmed Zoher" <[email-masked]> 
Cc: "yahia taha" <[email-masked]>, "hasan razakhan" <[email-masked]>, "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Friday, December 2, 2022 10:26:27 PM 
Subject: Homebox UAE Dashboard - 1st Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

			Homebox UAE 					
								
	Tickets 							
		Tickets 	First response time (average) 					
	Emails 	30 	00:43:04 					
	Whatsapp open 	30 	14:55:20 					
	Whatsapp resolved 	80 						
	Facebook 	37 	07:48:51 					
	Instagram 	0 						
								
	Chats 							
	Date 	Assigned conversation 	Resolved conversation 	First Response time(average) 				
	01-Dec-22 	125 	127 	00:02:38 				
								
	Ageing Tickets 							
	Tickets 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 
	Emails 	22 	6 	1 	1 	0 	0 	30 
	Facebook 	20 	0 	0 	0 	0 	0 	20 
	WhatsApp 	47 	13 	12 	11 	1 	1 	85 
	Grand total 	89 	19 	13 	12 	1 	1 	135 
								
	WhatsApp chats category 							
	Date 	Customer Services 	PreSales 	No Answer 				
	01-Dec-22 	88% 	7% 	5% 				
								
	Customer Services category 							
	Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 	App and Website Issues 			
	01-Dec-22 	75% 	7% 	16% 	1% 			
								
	Delivery Related Sub category 							
	Date 	Delivery Status 	Reschedule Delivery 	Delayed Delivery (HH) 	Day of Delivery - Status 	Missing items\parts 	Partial Delivery 	Delayed Delivery (Furniture) 
	01-Dec-22 	58% 	19% 	11% 	4% 	4% 	3% 	1% 
								
	Product Complaint Sub category 							
	Date 	Complaint within Warranty 						
	01-Dec-22 	100% 						
								
	Refunds and Cancelations Sub category 							
	Date 	Return Request Initiation 	Cancelation 	Refund for Other reason 				
	01-Dec-22 	56% 	25% 	19% 				
								
	App and Website Issues Sub category 							
	Date 	Other App and Website Issues 						
	01-Dec-22 	100% 						

From: "saurabh" <[email-masked]> 
To: "yahia taha" <[email-masked]>, "Gaurav Yadav" <[email-masked]> 
Cc: "hasan razakhan" <[email-masked]>, "Murtaza Kutiyanawala" <[email-masked]>, "Ahmed Zoher" <[email-masked]> 
Sent: Thursday, December 1, 2022 8:57:32 PM 
Subject: Re: Homebox UAE Dashboard - 30th November 

He will be emailing you tomorrow. I spoke to him already. 

Saurabh Dadu 
LiveSalesman 
India: +91 120 4332621 x 17 
US: 1 240 949 2437 
Cell: +91 9810175203 

From: Yahia Taha <[email-masked]> 
Sent: 01 December 2022 8:56 PM 
To: Gaurav Yadav <[email-masked]> 
Cc: Saurabh Dadu <[email-masked]>; Hasan Razakhan <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>; Ahmed Zoher <[email-masked]> 
Subject: RE: Homebox UAE Dashboard - 30th November 

Hi [ mailto:[email-masked] | 
@Gaurav Yadav ] any dashboard for KSA please. 

Best Regards 

Yahia Taha 

Customer Care Team Leader - Home box 

800-1110888 

Ext: 3457 

Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia 

[ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960986330&sdata=CzDg2vAtQD5CTi%2Bv9vKUiECOF5VcIbuwGzDWImDgzd0%3D&reserved=0 | www.homeboxstores.com ] | [ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960996327&sdata=1M6qxxiDpPF8W8JPP0QPEQUfhqD3HGw%2BSIsCuXQLGI8%3D&reserved=0 | www.landmarkgroup.com ] 

From: Murtaza Kutiyanawala <[email-masked]> 
Sent: Thursday, December 1, 2022 5:29 PM 
To: Gaurav Yadav <[email-masked]>; Ahmed Zoher <[email-masked]> 
Cc: saurabh <[email-masked]>; Hasan Razakhan <[email-masked]>; Yahia Taha <[email-masked]> 
Subject: RE: Homebox UAE Dashboard - 30th November 

Thanks Gaurav for sharing the dashboard… 

Looping [ mailto:[email-masked] | 
@Ahmed Zoher ] 

	

Murtaza Kutiyanawala 

Team Lead – Customer Care 

T : +971 4 517 2300 

D : +971 4 813 2414 

F : +971 4 517 2380 

E : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina, P.O.Box 282028, UAE. 

[ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Cmurtaza.kutiyanawala%40landmarkgroup.com%7C451b5b1b38d0415a044608d96ac43dbf%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637658213337732239%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=Cdij8dK2Vfav4R8QlQkxzKCysFQU3v13MudEsv%2BNmCE%3D&reserved=0 | www.homeboxstores.com ] 

From: Gaurav Yadav < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, December 1, 2022 6:18 PM 
To: Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] >; Hasan Razakhan < [ mailto:[email-masked] | [email-masked] ] >; Yahia Taha < [ mailto:[email-masked] | [email-masked] ] > 
Cc: saurabh < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Homebox UAE Dashboard - 30th November 

CAUTION: External email sender. Use care when clicking on links or opening attachments! 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

	

	

Homebox UAE 			

	

	

	

	

Emails 	

	

	

	

Date 	

Email Tickets 	

First response time (average) 	

	

	

30-Nov-22 	

38 	

00:32:58 	

	

	

	

	

	

Chats 	

	

	

	

Date 	

Assigned conversation 	

Resolved conversation 	

First Response time(average) 	

	

30-Nov-22 	

158 	

166 	

00:02:49 	

	

	

	

	

	

	

	

Chats category 		

	

	

Date 	

Customer Services 	

PreSales 	

	

	

30-Nov-22 	

97% 	

3% 	

	

	

	

	

	

Customer Services category 	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

	

30-Nov-22 	

71% 	

18% 	

11% 	

	

	

	

	

Delivery Related Sub category 	

	

	

	

Date 	

Delayed Delivery (HH) 	

Delivery Status 	

Day of Delivery - Status 	

Missing items\parts 	

Wrong commitments 

30-Nov-22 	

50% 	

25% 	

10% 	

10% 	

5% 

	

	

	

	

Product Complaint Sub category 	

	

	

	

Date 	

Complaint within Warranty 	

	

	

30-Nov-22 	

100% 	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

Date 	

Refund for Other reason 	

Delay collection 	

	

	

30-Nov-22 	

67% 	

33% 	

	

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