Subject: RE: HB KSA Dashboard - 13th Dec
From: Hasan Razakhan <[email-masked]>
To: Gaurav Yadav <[email-masked]>, Yahia Taha <[email-masked]>
Cc: saurabh <[email-masked]>, syed.ataullah <[email-masked]>
Date: Wed, 14 Dec 2022 15:04:26 +0000

@Gaurav Yadav<mailto:[email-masked]> – Why is volume always blank for Whatsapp?
Can you please add Whatsapp inbound chat and break as per language and category.
This will help to understand the reasons for customer contact.

Channel
Volume
SLA 1st Resp Time (%age)
SLA Resolution Time (% age)
Whatsapp

Thanks & Regards

Hasan Raza Khan
Inventory Controller
Home Box - KSA
Phone: +966 58 1269295  Tel: +96611 2794615 Ext: 4615 | Fax:+96611 2078386
Landmark Arabia | PO Box 91861 | Riyadh 11643 | Saudi Arabia
www.homeboxstores.com | www.landmarkgroup.com
[lg]<http://www.landmarkgroup.com/>[hb]<http://www.homeboxstores.com/sa/en>

From: Gaurav Yadav <[email-masked]>
Sent: Wednesday, December 14, 2022 6:02 PM
To: Yahia Taha <[email-masked]>; Hasan Razakhan <[email-masked]>
Cc: saurabh <[email-masked]>; syed.ataullah <[email-masked]>
Subject: HB KSA Dashboard - 13th Dec

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

Given below is the HB KSA Dashboard for 13th 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
22
100%
91%

Facebook
1
0%
86%

Instagram
46
06:58:00
07:14:00

Twitter
14
36%
94%

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
102
71
32
43
19
12
279
Waiting on customer
14
16
6
18
12
39
105
Waiting on 3rd party
33
13
5
13
11
10
85
Grand total
149
100
43
74
42
61
469

________________________________
From: "Gaurav Yadav" <[email-masked]<mailto:[email-masked]>>
To: "yahia taha" <[email-masked]<mailto:[email-masked]>>, "hasan razakhan" <[email-masked]<mailto:[email-masked]>>
Cc: "saurabh" <[email-masked]<mailto:[email-masked]>>, "Syed Ataullah" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, December 13, 2022 8:39:39 PM
Subject: HB KSA Dashboard - 12th Dec

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]<mailto:[email-masked]>>
To: "yahia taha" <[email-masked]<mailto:[email-masked]>>, "hasan razakhan" <[email-masked]<mailto:[email-masked]>>
Cc: "saurabh" <[email-masked]<mailto:[email-masked]>>, "Syed Ataullah" <[email-masked]<mailto:[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]<mailto:[email-masked]>>
To: "yahia taha" <[email-masked]<mailto:[email-masked]>>, "hasan razakhan" <[email-masked]<mailto:[email-masked]>>
Cc: "saurabh" <[email-masked]<mailto:[email-masked]>>, "Syed Ataullah" <[email-masked]<mailto:[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]<mailto:[email-masked]>>
To: "yahia taha" <[email-masked]<mailto:[email-masked]>>, "hasan razakhan" <[email-masked]<mailto:[email-masked]>>
Cc: "saurabh" <[email-masked]<mailto:[email-masked]>>, "Syed Ataullah" <[email-masked]<mailto:[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]<mailto:[email-masked]>>
To: "yahia taha" <[email-masked]<mailto:[email-masked]>>, "hasan razakhan" <[email-masked]<mailto:[email-masked]>>
Cc: "saurabh" <[email-masked]<mailto:[email-masked]>>, "Syed Ataullah" <[email-masked]<mailto:[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%

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