Subject: Homebox KSA
From: Gaurav Yadav <[email-masked]>
To: saurabh <[email-masked]>
Date: Tue, 13 Dec 2022 07:50:07 -0700 (MST)

Hi sir, 

Please check 

					Homebox KSA 						
											
Tickets 											
Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 								
Whatsapp 											
Emails 	27 	88% 	82% 								
Facebook 	6 	0% 	86% 								
Instagram 	56 	04:58:00 	05:34:00 								
Twitter 	21 	55% 	96% 								
											
Ageing Tickets (All Channels) 										
Source 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 				
Open 	121 	54 	40 	22 	10 	6 	253 				
Waiting on customer 	9 	10 	6 	20 	11 	70 	126 				
Waiting on 3rd party 	6 	5 	2 	7 	14 	13 	47 				
Grand total 	136 	69 	48 	49 	35 	89 	426 				
											
Chats category (Top 10) 											
Date 	WWD Related 	Order Scheduling Related 	Presales 	Damaged Delivery 	Maintenance Related 	Return and Refund 	Delivery Related Within TAT 	Click and Collect 	Cancelation 	Promo and Gift Cards 	Others 
12-Dec-22 	32% 	16% 	7% 	5% 	5% 	3% 	3% 	3% 	2% 	2% 	34% 
											
WWD Related sub category 											
Date 	WWD delay - Slot missed 	WWD - DO Created - Details Available 	WWD - Reschedule - No Slot Available - create CRM 	WWD delay - driver call not answered 	WWD - Reschedule - Slot not available - booked alternate date 	WWD - Rescheduled as per request 	WWD - Reschedule Request - Slot not available ask for other date options 				
12-Dec-22 	35% 	32% 	11% 	10% 	9% 	1% 	1% 				
											
Order Scheduling Related Sub category 											
Date 	Order scheduled HB WWD 										
12-Dec-22 	100% 										
											
Pre sales Sub category 											
Date 	Product Specs 	Store Availability - Not available 	Suggested Product Link 	Store Availability - in stock 							
12-Dec-22 	69% 	14% 	10% 	7% 							
											
Damaged Delivery Sub category 											
Date 	Damaged Delivery - WWD - Complaint Registered 	Damaged delivery - Images not clear 	Damaged Item - HH Over 50 	Damaged item - Refund UNDER 50 SAR 							
12-Dec-22 	45% 	40% 	10% 	5%