Subject: Homebox UAE Dashboard - 26th Dec
From: Gaurav Yadav <[email-masked]>
To: Murtaza Kutiyanawala <[email-masked]>, Ahmed Zoher <[email-masked]>
Cc: saurabh <[email-masked]>, Syed Ataullah <[email-masked]>
Date: Tue, 27 Dec 2022 01:03:17 -0700 (MST)

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. I have also attached raw data for Ageing tickets. 

			Homebox UAE 						

Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st response time 	Avg response Time 	Resolution Time 			
Whatsapp 	93 			00:01:01 	00:02:03 	00:16:00 			
Emails 	18 	100% 	100% 	00:49:40 	01:42:00 				
Facebook 	26 	54% 	100% 	03:46:00 	03:02:00 				
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 	10 	0 	1 	0 	0 	0 	11 		
Waiting on customer 	20 	4 	0 	2 	1 	0 	27 		
Waiting on 3rd party 	19 	12 	9 	13 	5 	8 	66 		
Pending 	0 	1 	4 	11 	2 	3 	21 		
Grand total 	49 	16 	10 	15 	6 	8 	125 		
									
WhatsApp chats category 									
Date 	Customer Services 	PreSales 							
26-Dec-22 	92% 	8% 							
									
Customer Services category 									
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 						
26-Dec-22 	71% 	14% 	15% 						
									
Delivery Related Sub category 									
Date 	Delivery Status 	Reschedule Delivery 	Delayed Delivery (Furniture) 	Day of Delivery - Status 	Delayed Delivery (HH) 	Damage during delivery 	Fresh fixing pending 	Missing items\parts 	Partial Delivery 
26-Dec-22 	69% 	14% 	4% 	4% 	2% 	2% 	2% 	2% 	2% 
									
Product Complaint Sub category 									
Date 	Complaint within Warranty 								
26-Dec-22 	100% 								
									
Refunds and Cancelations Sub category 									
Date 	Return Request Initiation 	Cancelation 	Refunds after Return 	Delay collection 					
26-Dec-22 	45% 	36% 	9% 	9% 					

From: "Gaurav Yadav" <[email-masked]> 
To: "Murtaza Kutiyanawala" <[email-masked]>, "Ahmed Zoher" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Monday, December 26, 2022 12:33:27 PM 
Subject: Homebox UAE Dashboard - 25th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. I have also attached raw data for Ageing tickets. 

			Homebox UAE 				

Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st response time 	Avg response Time 	Resolution Time 	
Whatsapp 	44 			00:01:01 	00:01:39 	00:15:35 	
Emails 	18 	100% 	100% 	00:51:03 	01:06:00 		
Facebook 	36 	62% 	100% 	02:48:00 	02:57:00 		
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 	6 	1 	1 	1 	1 	0 	10 
Waiting on customer 	24 	2 	0 	1 	1 	0 	28 
Waiting on 3rd party 	21 	11 	8 	10 	8 	4 	62 
Pending 	2 	0 	5 	19 	2 	2 	30 
Grand total 	51 	14 	9 	12 	10 	4 	130 
							
WhatsApp chats category 							
Date 	Customer Services 	PreSales 					
25-Dec-22 	86% 	14% 					
							
Customer Services category 							
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 				
25-Dec-22 	60% 	23% 	17% 				
							
Delivery Related Sub category 							
Date 	Delivery Status 	Reschedule Delivery 	Partial Delivery 				
25-Dec-22 	61% 	33% 	6% 				
							
Product Complaint Sub category 							
Date 	Complaint within Warranty 						
25-Dec-22 	100% 						
							
Refunds and Cancelations Sub category 							
Date 	Return Request Initiation 	Refunds after Return 	Delay collection 				
25-Dec-22 	60% 	20% 	20% 				

From: "Gaurav Yadav" <[email-masked]> 
To: "Murtaza Kutiyanawala" <[email-masked]>, "Ahmed Zoher" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Friday, December 23, 2022 12:27:01 PM 
Subject: Homebox UAE Dashboard - 22nd Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. I have also attached raw data for Ageing tickets. 

			Homebox UAE 					

Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st response time 	Avg response Time 	Resolution Time 		
Whatsapp 	104 			00:01:27 	00:02:18 	00:20:21 		
Emails 	19 	100% 	100% 	00:45:05 	00:57:20 			
Facebook 	20 	48% 	100% 	03:46:00 	03:42:00 			
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 	8 	1 	1 	1 	0 	0 	11 	
Waiting on customer 	15 	2 	1 	1 	0 	1 	20 	
Waiting on 3rd party 	23 	10 	6 	8 	5 	2 	54 	
Pending 	4 	0 	9 	9 	2 	4 	28 	
Grand total 	46 	13 	8 	10 	5 	3 	113 	
								
WhatsApp chats category 								
Date 	Customer Services 	PreSales 						
22-Dec-22 	95% 	5% 						
								
Customer Services category 								
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 					
22-Dec-22 	78% 	8% 	14% 					
								
Delivery Related Sub category 								
Date 	Delivery Status 	Reschedule Delivery 	Day of Delivery - Status 	Delayed Delivery (HH) 	Delayed Delivery (Furniture) 	Fresh fixing pending 	Damage during delivery 	
22-Dec-22 	51% 	16% 	13% 	13% 	3% 	2% 	2% 	
								
Product Complaint Sub category 								
Date 	Complaint within Warranty 	WWD Pending from Workshop 						
22-Dec-22 	83% 	17% 						
								
Refunds and Cancelations Sub category 								
Date 	Return Request Initiation 	Cancelation 	Refunds after Return 	Product issue 	Delay collection 	Refund for Other reason 		
22-Dec-22 	27% 	27% 	18% 	9% 	9% 	9% 		

From: "Gaurav Yadav" <[email-masked]> 
To: "Murtaza Kutiyanawala" <[email-masked]>, "Ahmed Zoher" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Thursday, December 22, 2022 1:07:46 PM 
Subject: Homebox UAE Dashboard - 21st Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. I have also attached raw data for Ageing tickets. 

			Homebox UAE 					

Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st response time 	Avg response Time 	Resolution Time 		
Whatsapp 	100 			00:01:27 	00:02:00 	00:18:16 		
Emails 	22 	100% 	100% 	00:30:28 	00:47:03 			
Facebook 	28 	91% 	100% 	08:18:00 	07:39:00 			
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 	17 	1 	1 	4 	0 	0 	23 	
Waiting on customer 	14 	1 	1 	1 	2 	0 	19 	
Waiting on 3rd party 	21 	15 	3 	11 	6 	5 	61 	
Pending 	2 	0 	16 	0 	1 	2 	21 	
Grand total 	52 	17 	5 	16 	8 	5 	124 	
								
WhatsApp chats category 								
Date 	Customer Services 	PreSales 						
21-Dec-22 	94% 	6% 						
								
Customer Services category 								
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 	App and Website Issues 				
21-Dec-22 	81% 	12% 	5% 	1% 				
								
Delivery Related Sub category 								
Date 	Delivery Status 	Reschedule Delivery 	Delayed Delivery (HH) 	Day of Delivery - Status 	Fresh fixing pending 	Missing items\parts 		
21-Dec-22 	64% 	17% 	10% 	5% 	2% 	2% 		
								
Product Complaint Sub category 								
Date 	Complaint within Warranty 							
21-Dec-22 	100% 							
								
Refunds and Cancelations Sub category 								
Date 	Return Request Initiation 	Cancelation 						
21-Dec-22 	50% 	50% 						
								
App and Website Issues Sub category 								
Date 	Other App and Website Issues 							
21-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: Wednesday, December 21, 2022 1:40:48 PM 
Subject: Homebox UAE Dashboard - 20th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. I have also attached raw data for Ageing tickets. 

			Homebox UAE 					

Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st response time 	Avg response Time 	Resolution Time 		
Whatsapp 	107 			00:01:45 	00:02:01 	00:19:40 		
Emails 	12 	100% 	100% 	01:12:00 	01:51:00 			
Facebook 	21 	54% 	96% 	03:42:00 	03:17:00 			
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 	10 	1 	0 	2 	2 	0 	15 	
Waiting on customer 	9 	0 	2 	1 	2 	0 	14 	
Waiting on 3rd party 	20 	11 	7 	13 	1 	2 	54 	
Pending 	1 	9 	7 	0 	1 	3 	21 	
Grand total 	39 	12 	9 	16 	5 	2 	104 	
								
WhatsApp chats category 								
Date 	Customer Services 	PreSales 						
20-Dec-22 	95% 	5% 						
								
Customer Services category 								
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 					
20-Dec-22 	69% 	24% 	7% 					
								
Delivery Related Sub category 								
Date 	Delivery Status 	Reschedule Delivery 	Delayed Delivery (HH) 	Delayed Delivery (Furniture) 	Damage during delivery 	Day of Delivery - Status 	Wrong commitments 	
20-Dec-22 	63% 	16% 	11% 	5% 	2% 	2% 	2% 	
								
Product Complaint Sub category 								
Date 	Complaint within Warranty 							
20-Dec-22 	100% 							
								
Refunds and Cancelations Sub category 								
Date 	Return Request Initiation 	Refunds after Return 	Refund for Other reason 	Cancelation 				
20-Dec-22 	50% 	17% 	17% 	17% 				

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 20, 2022 8:15:46 PM 
Subject: Homebox UAE Dashboard - 19th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. I have also attached the export for Ageing tickets. 

			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 	6 	1 	1 	2 	1 	1 	12 
Waiting on customer 	12 	0 	1 	0 	2 	0 	15 
Waiting on 3rd party 	32 	7 	10 	12 	2 	1 	64 
Pending 	0 	16 	0 	0 	0 	3 	19 
Grand total 	50 	8 	12 	14 	5 	2 	110 
							
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% 			

From: "Gaurav Yadav" <[email-masked]> 
To: "Murtaza Kutiyanawala" <[email-masked]>, "Ahmed Zoher" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Monday, December 19, 2022 1:18:05 PM 
Subject: Homebox UAE Dashboard - 18th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

			Homebox UAE 						

Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 						
Whatsapp 	81 	00:00:57 	00:14:53 						
Emails 	12 	100% 	100% 						
Facebook 	29 	59% 	100% 						
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 	4 	1 	1 	1 	3 	3 	13 		
Waiting on customer 	20 	4 	1 	0 	1 	0 	26 		
Waiting on 3rd party 	14 	10 	15 	13 	5 	1 	58 		
Grand total 	38 	15 	17 	14 	9 	4 	97 		
									
WhatsApp chats category 									
Date 	Customer Services 	PreSales 							
18-Dec-22 	94% 	6% 							
									
Customer Services category 									
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 						
18-Dec-22 	64% 	24% 	12% 						
									
Delivery Related Sub category 									
Date 	Delivery Status 	Reschedule Delivery 	Day of Delivery - Status 	Delayed Delivery (HH) 	Delayed Delivery (Furniture) 	Damage during delivery 	Partial Delivery 	Missing items\parts 	
18-Dec-22 	55% 	19% 	11% 	4% 	4% 	2% 	2% 	2% 	
									
Product Complaint Sub category 									
Date 	Complaint within Warranty 								
18-Dec-22 	100% 								
									
Refunds and Cancelations Sub category 									
Date 	Refunds after Return 	Cancelation 	Return Request Initiation 	Refund for Other reason 					
18-Dec-22 	33% 	33% 	22% 	11% 					

From: "Gaurav Yadav" <[email-masked]> 
To: "Murtaza Kutiyanawala" <[email-masked]>, "Ahmed Zoher" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Friday, December 16, 2022 12:09:03 PM 
Subject: Homebox UAE Dashboard - 15th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

			Homebox UAE 					

Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 					
Whatsapp 	133 	00:04:11 	00:26:02 					
Emails 	19 	100% 	100% 					
Facebook 	29 	66% 	100% 					
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 	2 	2 	1 	1 	0 	0 	6 	
Waiting on customer 	21 	4 	0 	1 	0 	0 	26 	
Waiting on 3rd party 	35 	13 	8 	12 	5 	3 	76 	
Grand total 	58 	19 	9 	14 	5 	3 	108 	
								
WhatsApp chats category 								
Date 	Customer Services 	Pre Sales 	No Answer 					
15-Dec-22 	89% 	8% 	3% 					
								
Customer Services category 								
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 	App and Website Issues 				
15-Dec-22 	71% 	12% 	16% 	1% 				
								
Delivery Related Sub category 								
Date 	Delivery Status 	Day of Delivery - Status 	Reschedule Delivery 	Delayed Delivery (HH) 	Delayed Delivery (Furniture) 	Partial Delivery 	Missing items\parts 	
15-Dec-22 	78% 	9% 	5% 	4% 	1% 	1% 	1% 	
								
Product Complaint Sub category 								
Date 	Complaint within Warranty 							
15-Dec-22 	100% 							
								
Refunds and Cancelations Sub category 								
Date 	Return Request Initiation 	Cancelation 	Refund for Other reason 	Refunds after Return 				
15-Dec-22 	47% 	24% 	18% 	12% 				
								
App and Website Issues Sub category 								
Date 	Other App and Website Issues 							
15-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: Thursday, December 15, 2022 12:36:32 PM 
Subject: Homebox UAE Dashboard - 14th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

			Homebox UAE 				

Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 				
Whatsapp 	102 	00:02:01 	00:21:12 				
Emails 	21 	100% 	100% 				
Facebook 	12 	47% 	100% 				
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 	3 	0 	0 	0 	0 	0 	3 
Waiting on customer 	28 	2 	0 	1 	1 	1 	33 
Waiting on 3rd party 	38 	12 	12 	12 	5 	1 	80 
Grand total 	69 	14 	12 	13 	6 	2 	116 
							
WhatsApp chats category 							
Date 	Customer Services 	Pre Sales 	No Answer 				
14-Dec-22 	88% 	10% 	2% 				
							
Customer Services category 							
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 	App and Website Issues 			
14-Dec-22 	65% 	18% 	16% 	1% 			
							
Delivery Related Sub category 							
Date 	Delivery Status 	Delayed Delivery (HH) 	Reschedule Delivery 	Damage during delivery 	Delayed Delivery (Furniture) 		
14-Dec-22 	67% 	13% 	8% 	6% 	6% 		
							
Product Complaint Sub category 							
Date 	Complaint within Warranty 						
14-Dec-22 	100% 						
							
Refunds and Cancelations Sub category 							
Date 	Return Request Initiation 	Refunds after Return 	Delay collection 	Refund for Other reason 			
14-Dec-22 	54% 	31% 	8% 	8% 			
							
App and Website Issues Sub category 							
Date 	Other App and Website Issues 						
14-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: Wednesday, December 14, 2022 12:45:14 PM 
Subject: Homebox UAE Dashboard - 13th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

			Homebox UAE 					

Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 					
Whatsapp 	85 	00:02:52 	00:20:21 					
Emails 	8 	100% 	100% 					
Facebook 	16 	14% 	100% 					
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 	5 	0 	1 	2 	1 	2 	11 	
Waiting on customer 	13 	0 	0 	1 	0 	0 	14 	
Waiting on 3rd party 	18 	10 	9 	10 	6 	4 	57 	
Grand total 	36 	10 	10 	13 	7 	6 	82 	
								
WhatsApp chats category 								
Date 	Customer Services 	Pre Sales 	No Answer 					
13-Dec-22 	84% 	14% 	1% 					
								
Customer Services category 								
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 	App and Website Issues 				
13-Dec-22 	72% 	12% 	14% 	2% 				
								
Delivery Related Sub category 								
Date 	Delivery Status 	Delayed Delivery (HH) 	Reschedule Delivery 	Delayed Delivery (Furniture) 	Day of Delivery - Status 	Missing items\parts 		
13-Dec-22 	66% 	15% 	9% 	4% 	4% 	2% 		
								
Product Complaint Sub category 								
Date 	Complaint within Warranty 							
13-Dec-22 	100% 							
								
Refunds and Cancelations Sub category 								
Date 	Cancelation 	Refund for Other reason 	Refunds after Return 	Return Request Initiation 				
13-Dec-22 	33% 	22% 	22% 	22% 				
								
App and Website Issues Sub category 								
Date 	Other App and Website Issues 							
13-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 13, 2022 8:35:47 PM 
Subject: Homebox UAE Dashboard - 12th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

			Homebox UAE 					

								
Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 					
Whatsapp 	131 	00:01:16 	00:20:07 					
Emails 	25 	100% 	100% 					
Facebook 	22 	46% 	96% 					
Instagram 								
Twitter 								
								
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 	4 	1 	0 	2 	0 	1 	8 	
Waiting on customer 	10 	0 	1 	1 	0 	0 	12 	
Waiting on 3rd party 	23 	13 	8 	10 	6 	3 	63 	
Grand total 	37 	14 	9 	13 	6 	4 	83 	
								
WhatsApp chats category 								
Date 	Customer Services 	Pre Sales 	No Answer 					
12-Dec-22 	92% 	6% 	2% 					
								
Customer Services category 								
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 					
12-Dec-22 	72% 	8% 	20% 					
								
Delivery Related Sub category 								
Date 	Delivery Status 	Reschedule Delivery 	Delayed Delivery (HH) 	Partial Delivery 	Day of Delivery - Status 	Damage during delivery 	Delayed Delivery (Furniture) 	Wrong commitments 
12-Dec-22 	53% 	18% 	9% 	8% 	8% 	1% 	1% 	1% 
								
Product Complaint Sub category 								
Date 	Complaint within Warranty 							
12-Dec-22 	100% 							
								
Refunds and Cancelations Sub category 								
Date 	Return Request Initiation 	Refund for Other reason 	Cancelation 	Refunds after Return 	Delay collection 			
12-Dec-22 	52% 	24% 	14% 	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: Friday, December 9, 2022 1:25:38 PM 
Subject: Homebox UAE Dashboard - 8th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

		Homebox UAE 					
							
Tickets 							
	Tickets 	First response time (average) 					
Emails 	31 	01:35:57 					
Whatsapp open 	28 	11:14:56 					
Whatsapp resolved 	93 						
Facebook 	30 	07:37:14 					
Instagram 	1 						
							
Chats 							
Date 	Assigned conversation 	Resolved conversation 	First Response time(average) 				
08-Dec-22 	150 	154 	00:02:25 				
							
Ageing Tickets 							
Tickets 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 
Emails 	20 	10 	2 	3 	2 	2 	39 
Facebook 	10 	1 	0 	0 	0 	0 	11 
WhatsApp 	23 	18 	8 	4 	9 	2 	64 
Grand total 	53 	29 	10 	7 	11 	4 	114 
							
WhatsApp chats category 							
Date 	Customer Services 	Pre Sales 	No Answer 				
08-Dec-22 	93% 	4% 	3% 				
							
Customer Services category 							
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 	App and Website Issues 			
08-Dec-22 	70% 	12% 	17% 	2% 			
							
Delivery Related Sub category 							
Date 	Delivery Status 	Reschedule Delivery 	Day of Delivery - Status 	Delayed Delivery (HH) 	Fresh fixing pending 	Partial Delivery 	Wrong commitments 
08-Dec-22 	62% 	21% 	9% 	5% 	1% 	1% 	1% 
							
Product Complaint Sub category 							
Date 	Complaint within Warranty 	Complaint outside Warranty 					
08-Dec-22 	92% 	8% 					
							
Refunds and Cancelations Sub category 							
Date 	Return Request Initiation 	Cancelation 	Refunds after Return 	Return item not received 	Refund for Other reason 		
08-Dec-22 	63% 	21% 	5% 	5% 	5% 		
							
App and Website Issues Sub category 							
Date 	Other App and Website Issues 						
08-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: Thursday, December 8, 2022 12:18:56 PM 
Subject: Homebox UAE Dashboard - 7th Dec 

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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