Subject: HB KSA Dashboard - 12th Dec
From: Gaurav Yadav <[email-masked]>
To: yahia taha <[email-masked]>, hasan razakhan <[email-masked]>
Cc: saurabh <[email-masked]>, Syed Ataullah <[email-masked]>
Date: Tue, 13 Dec 2022 08:09:39 -0700 (MST)

Hi all, 

Given below is the HB KSA Dashboard for 12th Dec. 

Please note : As I am waiting for reporting access, Whatsapp numbers are not included. 

					Homebox KSA 						

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% 							

From: "Gaurav Yadav" <[email-masked]> 
To: "yahia taha" <[email-masked]>, "hasan razakhan" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Wednesday, December 7, 2022 4:27:30 PM 
Subject: HB KSA Dashboard - 6th Dec 

Hi all, 

Given below is the HB KSA Dashboard for 6th Dec. 

				Homebox KSA 			
								
Tickets 								
Source 	Tickets 	First response time (average) 						
Emails 	28 	03:00:01 						
Whatsapp 	92 	09:16:31 						
Facebook 	11 	04:14:48 						

HB Auto Tag 								
Date 	Count 							
06-Dec-22 	557 							
								
Ageing Tickets 								
Tickets 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 	
Emails 	24 	15 	3 	11 	3 	9 	65 	
Facebook 	3 	5 	1 	0 	1 	0 	10 	
WhatsApp 	69 	34 	10 	32 	9 	10 	164 	
Grand total 	96 	54 	14 	43 	13 	19 	239 	

From: "Gaurav Yadav" <[email-masked]> 
To: "yahia taha" <[email-masked]>, "hasan razakhan" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Tuesday, December 6, 2022 4:37:06 PM 
Subject: HB KSA Dashboard - 5th Dec 

Hi all, 

Given below is the HB KSA Dashboard for 5th Dec. 

				Homebox KSA 						
											
Tickets 											
Source 	Tickets 	First response time (average) 									
Emails 	28 	01:56:30 									
Whatsapp open 	57 	17:50:07 									
Whatsapp resolved 	0 										
Facebook 	13 	07:07:45 									
											
HB Auto Tag 											
Date 	Count 										
05-Dec-22 	562 										
											
Ageing Tickets 											
Tickets 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 				
Emails 	25 	16 	6 	8 	6 	8 	69 				
Facebook 	6 	6 	2 	0 	1 	0 	15 				
WhatsApp 	53 	30 	29 	32 	9 	11 	164 				
Grand total 	84 	52 	37 	40 	16 	19 	248 				
											
Chats category (Top 10) 											
Date 	WWD Related 	Order Scheduling Related 	Delivery Related Within TAT 	Presales 	Cancelation 	Return and Refund 	Promo and Gift Cards 	Damaged Delivery 	Maintenance Related 	Click and Collect 	Others 
05-Dec-22 	28% 	15% 	10% 	4% 	4% 	4% 	3% 	3% 	3% 	3% 	24% 
											
WWD Related sub category 											
Date 	WWD - DO Created - Details Available 	WWD delay - Slot missed 	WWD - Reschedule - Slot not available - booked alternate date 	WWD delay - driver call not answered 	WWD - Rescheduled as per request 	WWD - Reschedule - No Slot Available - create CRM 	WWD - Reschedule Request - Slot not available ask for other date options 				
05-Dec-22 	28% 	28% 	19% 	12% 	6% 	4% 	3% 				
											
Order Scheduling Related Sub category 											
Date 	Order scheduled HB WWD 										
05-Dec-22 	100% 										
											
Delivery Related Within TAT Sub category 											
Date 	Order Shipped HH 	HH Order Out for Delivery 	HH Order Already Delivered 	WWD Order Already Delivered 							
05-Dec-22 	82% 	9% 	7% 	2% 							
											
Pre sales Sub category 											
Date 	Product Specs 	Store Availability - Not available 	Suggested Product Link 	Product Inquiry - Sold as Separate 							
05-Dec-22 	76% 	16% 	4% 	4% 							

From: "Gaurav Yadav" <[email-masked]> 
To: "yahia taha" <[email-masked]>, "hasan razakhan" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Monday, December 5, 2022 8:05:33 PM 
Subject: HB KSA Dashboard - 4th Dec 

Hi all, 

Given below is the HB KSA Dashboard for 4th Dec. 

				Homebox KSA 				
									
Tickets 									
Source 	Tickets 	First response time (average) 							
Emails 	45 	03:00:57 							
Whatsapp open 	73 	17:07:31 							
Whatsapp resolved 	4 								
Facebook 	7 	10:09:38 							
									
HB Auto Tag 									
Date 	Count 								
04-Dec-22 	542 								
									
Ageing Tickets 									
Tickets 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 		
Emails 	25 	8 	5 	7 	5 	7 	57 		
Facebook 	7 	4 	0 	0 	1 	0 	12 		
WhatsApp 	62 	34 	30 	24 	9 	12 	171 		
Grand total 	94 	46 	35 	31 	15 	19 	240 		

From: "Gaurav Yadav" <[email-masked]> 
To: "yahia taha" <[email-masked]>, "hasan razakhan" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Friday, December 2, 2022 10:36:52 PM 
Subject: HB KSA Dashboard - 1st Dec 

Hi all, 

Given below is the HB KSA Dashboard for 1st Dec. 

				Homebox KSA 						
											
Tickets 											
Source 	Tickets 	First response time (average) 									
Emails 	24 	06:59:47 									
Whatsapp open 	73 	11:42:18 									
Whatsapp resolved 	5 										
Facebook 	18 	09:06:23 									
											
HB Auto Tag 											
Date 	Count 										
01-Dec-22 	477 										
											
Ageing Tickets 											
Tickets 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 				
Emails 	25 	9 	6 	6 	2 	6 	54 				
Facebook 	3 	1 	0 	1 	0 	0 	5 				
WhatsApp 	66 	33 	15 	14 	3 	7 	138 				
Grand total 	94 	43 	21 	21 	5 	13 	197 				
											
Chats category (Top 10) 											
Date 	WWD Related 	Order Scheduling Related 	Delivery Related Within TAT 	Maintenance Related 	Presales 	Click and Collect 	Cancelation 	Damaged Delivery 	Change Address or Phone Number 	Return and Refund 	Others 
01-Dec-22 	21.5% 	9.0% 	7.7% 	4.8% 	4.6% 	3.6% 	3.3% 	3.3% 	2.9% 	2.9% 	36.2% 
											
WWD Related sub category 											
Date 	WWD - DO Created - Details Available 	WWD delay - Slot missed 	WWD - Reschedule - Slot not available - booked alternate date 	WWD delay - driver call not answered 	WWD - Rescheduled as per request 	WWD - Reschedule Request - Slot not available ask for other date options 	WWD - Reschedule - No Slot Available - create CRM 	Store or Amz Noon WWD Order not pulling on CRM GDMS 			
01-Dec-22 	28.2% 	27.2% 	19.4% 	7.8% 	7.8% 	4.9% 	2.9% 	1.9% 			
											
Order Scheduling Related Sub category 											
Date 	Order scheduled HB WWD 										
01-Dec-22 	100% 										
											
Delivery Related Within TAT Sub category 											
Date 	Order Shipped HH 	HH Order Out for Delivery 	WWD Order Already Delivered 	HH Order Already Delivered 	Order Not Shipped - HH 						
01-Dec-22 	73.0% 	10.8% 	8.1% 	5.4% 	2.7% 						
											
Maintenance Related Sub category 											
Date 	Timeframe for Inspection 	Follow-up ticket already created 	SRCC WHCC CC not covered in warranty 								
01-Dec-22 	60.9% 	34.8% 	4.3%