Subject: Homebox UAE Dashboard
From: Gaurav Yadav <[email-masked]>
To: saurabh <[email-masked]>
Date: Tue, 20 Dec 2022 06:20:19 -0700 (MST)

Hi sir, 

Please check the dashboard. 

			Homebox UAE 					

Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st response time 	Avg response Time 	Resolution Time 		
Whatsapp 	111 			00:01:27 	00:01:27 	00:16:32 		
Emails 	13 	100% 	100% 	02:15:00 	03:08:00 			
Facebook 	27 	57% 	100% 	04:34:00 	03:51:00 			
Instagram 								

Ageing Tickets (All Channels) 							
Status 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 	
Open 	15 	2 	0 	2 	1 	1 	21 	
Waiting on customer 	12 	0 	1 	0 	2 	0 	15 	
Waiting on 3rd party 	30 	7 	11 	12 	4 	1 	65 	
Pending 	0 	16 	0 	0 	0 	1 	17 	
Grand total 	57 	9 	12 	14 	7 	2 	118 	
								
WhatsApp chats category 								
Date 	Customer Services 	PreSales 						
19-Dec-22 	94% 	6% 						
								
Customer Services category 								
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 					
19-Dec-22 	73% 	15% 	13% 					
								
Delivery Related Sub category 								
Date 	Delivery Status 	Delayed Delivery (HH) 	Day of Delivery - Status 	Reschedule Delivery 	Partial Delivery 	Delayed Delivery (Furniture) 	Missing items\parts 	
19-Dec-22 	63% 	20% 	6% 	5% 	3% 	2% 	2% 	
								
Product Complaint Sub category 								
Date 	Complaint within Warranty 							
19-Dec-22 	100% 							
								
Refunds and Cancelations Sub category 								
Date 	Refunds after Return 	Return Request Initiation 	Delay collection 	Refund for Other reason 				
19-Dec-22 	36% 	36% 	18% 	9%