Subject: HB KSA Dashboard - 26th 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, 27 Dec 2022 01:36:33 -0700 (MST)

Hi all, 

Given below is the HB KSA Dashboard for 26th Dec. I have also attached the ageing tickets raw data. 

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) 	Avg 1st Response time 	Avg Response time 						
Whatsapp 											
Emails 	16 	100% 	100% 	01:33:00 	08:12:00 						
Facebook 	5 	50% 	100% 	06:31:00 	07:47:00 						
Instagram 	25 		13:19:00 	07:37:00 							
Twitter 	8 	80% 	93% 	04:16:00 	03:09:00 						
											
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 	20 	2 	0 	1 	0 	1 	24 				
Waiting on customer 	13 	5 	3 	2 	10 	102 	135 				
Waiting on 3rd party 	38 	13 	6 	15 	11 	22 	105 				
Grand total 	71 	20 	9 	18 	21 	125 	264 				
											
Chats category (Top 10) 											
Date 	WWD Related 	Order Scheduling Related 	Presales 	Damaged Delivery 	Click and Collect 	Maintenance Related 	Cancelation 	Return and Refund 	Change Address or Phone Number 	Wrong Item Delivered 	Others 
26-Dec-22 	25% 	12% 	8% 	6% 	5% 	5% 	5% 	4% 	3% 	2% 	26% 
											
WWD Related sub category 											
Date 	WWD - DO Created - Details Available 	WWD delay - Slot missed 	WWD - Reschedule - Slot not available - booked alternate date 	WWD - Reschedule - No Slot Available - create CRM 	WWD delay - driver call not answered 	Furniture OOS After Order 	WWD - Rescheduled as per request 				
26-Dec-22 	36% 	22% 	17% 	7% 	7% 	5% 	5% 				
											
Order Scheduling Related Sub category 											
Date 	Order scheduled HB WWD 										
26-Dec-22 	100% 										
											
Pre sales Sub category 											
Date 	Product Specs 	Store Availability - Not available 	Store Availability - in stock 	Product Inquiry - Sold as set 	Suggested Product Link 						
26-Dec-22 	61% 	22% 	6% 	6% 	6% 						
											
Damaged Delivery Sub category 											
Date 	Damaged delivery - Images not clear 	Damaged Delivery - WWD - Complaint Registered 	Damaged Item - HH Over 50 	Damaged item - Refund UNDER 50 SAR 							
26-Dec-22 	33% 	33% 	27% 	7% 							
											
Click and Collect Sub category 											
Date 	Click and Collect - Outside TAT 	Click and collect - Ready for collection 	Click and Collect - Within TAT 								
26-Dec-22 	33% 	33% 	33% 								

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 26, 2022 12:55:52 PM 
Subject: HB KSA Dashboard - 25th Dec 

Hi all, 

Given below is the HB KSA Dashboard for 25th Dec. I have also attached the ageing tickets raw data. 

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) 	Avg 1st Response time 	Avg Response time 						
Whatsapp 											
Emails 	15 	100% 	92% 	01:11:00 	04:17:00 						
Facebook 	9 	0% 	100% 	11:00:00 	06:20:00 						
Instagram 	13 		14:07:00 	09:38:00 
							
Twitter 	6 	33% 	100% 	02:29:00 	01:45:00 						
											
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 	58 	4 	5 	7 	5 	8 	87 				
Waiting on customer 	17 	3 	3 	1 	8 	98 	130 				
Waiting on 3rd party 	23 	10 	11 	6 	8 	16 	74 				
Grand total 	98 	17 	19 	14 	21 	122 	291 				
											
Chats category (Top 10) 											
Date 	WWD Related 	Order Scheduling Related 	Maintenance Related 	Presales 	Damaged Delivery 	Delivery Related Within TAT 	Return and Refund 	Click and Collect 	Cancelation 	Wrong Item Delivered 	Others 
25-Dec-22 	26% 	14% 	9% 	6% 	6% 	3% 	3% 	2% 	2% 	2% 	26% 
											
WWD Related sub category 											
Date 	WWD - DO Created - Details Available 	WWD delay - Slot missed 	WWD - Reschedule - Slot not available - booked alternate date 	WWD - Rescheduled as per request 	WWD delay - driver call not answered 	WWD - Reschedule - No Slot Available - create CRM 	Furniture OOS After Order 	WWD - Reschedule Request - Slot not available ask for other date options 			
25-Dec-22 	47% 	23% 	10% 	6% 	4% 	4% 	4% 	1% 			
											
Order Scheduling Related Sub category 											
Date 	Order scheduled HB WWD 										
25-Dec-22 	100% 										
											
Maintenance related Sub category 											
Date 	Timeframe for Inspection 	Follow-up ticket already created 	Misuse - Rejected 								
25-Dec-22 	65% 	31% 	4% 								
											
Pre sales Sub category 											
Date 	Product Specs 	Store Availability - Not available 	Store Availability - in stock 	Product Inquiry - Sold as Separate 	Suggested Product Link 						
25-Dec-22 	63% 	21% 	5% 	5% 	5% 						
											
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 							
25-Dec-22 	37% 	26% 	26% 	11% 							

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 23, 2022 12:47:51 PM 
Subject: HB KSA Dashboard - 22nd Dec 

Hi all, 

Given below is the HB KSA Dashboard for 22nd Dec. I have also attached the ageing tickets raw data. 

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) 	Avg 1st Response time 	Avg Response time 						
Whatsapp 											
Emails 	11 	100% 	100% 	03:03:00 	03:20:00 						
Facebook 	8 	0% 	100% 	12:12:00 	12:28:00 						
Instagram 	27 		11:40:00 	07:14:00 							
Twitter 	20 	68% 	100% 	07:37:00 	07:13:00 						
											
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 	23 	9 	2 	3 	2 	1 	40 				
Waiting on customer 	10 	3 	1 	5 	9 	92 	120 				
Waiting on 3rd party 	25 	14 	4 	9 	11 	20 	83 				
Grand total 	58 	26 	7 	17 	22 	113 	243 				
											
Chats category (Top 10) 											
Date 	WWD Related 	Order Scheduling Related 	Maintenance Related 	Presales 	Cancelation 	Delivery Related Within TAT 	Change Address or Phone Number 	Damaged Delivery 	Wrong Item Delivered 	Return and Refund 	Others 
22-Dec-22 	32% 	13% 	8% 	5% 	5% 	3% 	3% 	2% 	2% 	2% 	24% 
											
WWD Related sub category 											
Date 	WWD - DO Created - Details Available 	WWD delay - Slot missed 	WWD delay - driver call not answered 	WWD - Rescheduled as per request 	WWD - Reschedule - Slot not available - booked alternate date 	WWD - Reschedule - No Slot Available - create CRM 	Furniture OOS After Order 				
22-Dec-22 	50% 	24% 	11% 	8% 	4% 	2% 	1% 				
											
Order Scheduling Related Sub category 											
Date 	Order scheduled HB WWD 										
22-Dec-22 	100% 										
											
Maintenance related Sub category 											
Date 	Timeframe for Inspection 	Follow-up ticket already created 									
22-Dec-22 	60% 	40% 									
											
Pre sales Sub category 											
Date 	Store Availability - Not available 	Product Specs 	Suggested Product Link 	Product Inquiry - Sold as Separate 							
22-Dec-22 	50% 	21% 	21% 	7% 							
											
Cancelation Sub category 											
Date 	On validation cancellation - New order placed 	Order Cancelled - Customer Request 	On Validation Cancellation - No New order 	On Validation Cancelled - New order placed - Different Value 							
22-Dec-22 	38% 	31% 	15% 	15% 							

From: "Gaurav Yadav" <[email-masked]> 
To: "yahia taha" <[email-masked]>, "hasan razakhan" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Thursday, December 22, 2022 1:36:04 PM 
Subject: HB KSA Dashboard - 21st Dec 

Hi all, 

Given below is the HB KSA Dashboard for 21st Dec. I have also attached the ageing tickets raw data. 

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) 	Avg 1st Response time 	Avg Response time 						
Whatsapp 											
Emails 	13 	100% 	79% 	01:31:00 	03:34:00 						
Facebook 	9 	100% 	100% 	07:08:00 	10:49:00 						
Instagram 	35 		07:40:00 	04:48:00 							
Twitter 	24 	72% 	95% 	05:43:00 	06:25:00 						
											
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 	34 	6 	2 	5 	3 	7 	57 				
Waiting on customer 	11 	7 	1 	8 	9 	95 	131 				
Waiting on 3rd party 	42 	6 	5 	15 	6 	15 	89 				
Grand total 	87 	19 	8 	28 	18 	117 	277 				
											
Chats category (Top 10) 											
Date 	WWD Related 	Order Scheduling Related 	Presales 	Maintenance Related 	Cancelation 	Damaged Delivery 	Return and Refund 	Change Address or Phone Number 	Click and Collect 	Delivery Related Outside TAT 	Others 
21-Dec-22 	31% 	13% 	10% 	8% 	5% 	5% 	3% 	2% 	2% 	1% 	19% 
											
WWD Related sub category 											
Date 	WWD - DO Created - Details Available 	WWD delay - Slot missed 	WWD delay - driver call not answered 	WWD - Rescheduled as per request 	WWD - Reschedule - No Slot Available - create CRM 	WWD - Reschedule - Slot not available - booked alternate date 	Furniture OOS After Order 	WWD - Reschedule Request - Slot not available ask for other date options 	E-come WWD Order not pulling on CRM GDMS 		
21-Dec-22 	41% 	26% 	9% 	8% 	6% 	5% 	2% 	2% 	1% 		
											
Order Scheduling Related Sub category 											
Date 	Order scheduled HB WWD 										
21-Dec-22 	100% 										
											
Pre sales Sub category 											
Date 	Product Specs 	Store Availability - Not available 	Suggested Product Link 	Store Availability - in stock 							
21-Dec-22 	70% 	15% 	11% 	4% 							
											
Maintenance related Sub category 											
Date 	Timeframe for Inspection 	Misuse - Rejected 	Follow-up ticket already created 								
21-Dec-22 	64% 	18% 	18% 								
											
Cancelation Sub category 											
Date 	On validation cancellation - New order placed 	Order Cancelled - Customer Request 	WWD Cancel request after DO Created 	Order Cant be Cancelled - Home delivery PG 	Order Cant be Cancelled - Home delivery COD 						
21-Dec-22 	40% 	33% 	13% 	7% 	7% 						

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 21, 2022 2:57:29 PM 
Subject: HB KSA Dashboard - 20th Dec 

Hi all, 

Given below is the HB KSA Dashboard for 20th Dec. I have also attached the ageing tickets raw data. 

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) 	Avg 1st Response time 	Avg Response time 						
Whatsapp 											
Emails 	12 	100% 	68% 	02:43:00 	12:35:00 						
Facebook 	1 	100% 			02:20:00 						
Instagram 	31 		16:19:00 	08:29:00 							
Twitter 	17 	75% 	88% 	04:39:00 	03:17:00 						
											
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 	42 	9 	2 	12 	5 	8 	78 				
Waiting on customer 	12 	2 	4 	7 	12 	90 	127 				
Waiting on 3rd party 	35 	5 	5 	13 	5 	16 	79 				
Grand total 	89 	16 	11 	32 	22 	114 	284 				
											
Chats category (Top 10) 											
Date 	WWD Related 	Order Scheduling Related 	Maintenance Related 	Damaged Delivery 	Presales 	Partial Delivery 	Delivery Related Outside TAT 	Cancelation 	Change Address or Phone Number 	Delivery Related Within TAT 	others 
20-Dec-22 	28% 	18% 	8% 	6% 	4% 	3% 	3% 	3% 	3% 	3% 	21% 
											
WWD Related sub category 											
Date 	WWD - DO Created - Details Available 	WWD delay - Slot missed 	WWD - Rescheduled as per request 	WWD - Reschedule - No Slot Available - create CRM 	WWD - Reschedule - Slot not available - booked alternate date 	WWD delay - driver call not answered 	Furniture OOS After Order 				
20-Dec-22 	42% 	17% 	10% 	10% 	10% 	9% 	3% 				
											
Order Scheduling Related Sub category 											
Date 	Order scheduled HB WWD 										
20-Dec-22 	100% 										
											
Maintenance related Sub category 											
Date 	Timeframe for Inspection 	Follow-up ticket already created 									
20-Dec-22 	54% 	46% 									
											
Damaged Delivery Sub category 											
Date 	Damaged delivery - Images not clear 	Damaged Delivery - WWD - Complaint Registered 	Damaged Item - HH Over 50 								
20-Dec-22 	44% 	38% 	19% 								
											
Pre sales Sub category 											
Date 	Product Specs 	Store Availability - Not available 	Store Availability - in stock 								
20-Dec-22 	64% 	27% 	9% 								

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 20, 2022 8:19:06 PM 
Subject: HB KSA Dashboard - 19th Dec 

Hi all, 

Given below is the HB KSA Dashboard for 19th 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) 	Avg 1st Response time 	Avg Response time 						
Whatsapp 											
Emails 	19 	100% 	79% 	02:48:00 	05:23:00 						
Facebook 	9 	40% 	100% 	05:22:00 	01:56:00 						
Instagram 	78 		09:20:00 	07:36:00 							
Twitter 	14 	100% 	100% 	04:32:00 	04:41:00 						
											
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 	29 	10 	7 	19 	6 	15 	86 				
Waiting on customer 	17 	1 	4 	6 	16 	84 	128 				
Waiting on 3rd party 	35 	11 	9 	9 	5 	13 	82 				
Grand total 	81 	22 	20 	34 	27 	112 	296 				
											
Chats category (Top 10) 											
Date 	WWD Related 	Order Scheduling Related 	Maintenance Related 	Presales 	Damaged Delivery 	Click and Collect 	Cancelation 	Return and Refund 	Change Address or Phone Number 	Delivery Related Within TAT 	Others 
19-Dec-22 	32% 	14% 	10% 	7% 	5% 	4% 	3% 	3% 	3% 	1% 	19% 
											
WWD Related sub category 											
Date 	WWD - DO Created - Details Available 	WWD delay - Slot missed 	WWD - Rescheduled as per request 	WWD - Reschedule - No Slot Available - create CRM 	WWD - Reschedule - Slot not available - booked alternate date 	WWD delay - driver call not answered 	Furniture OOS After Order 				
19-Dec-22 	42% 	17% 	10% 	10% 	10% 	9% 	3% 				
											
Order Scheduling Related Sub category 											
Date 	Order scheduled HB WWD 										
19-Dec-22 	100% 										
											
Maintenance related Sub category 											
Date 	Timeframe for Inspection 	Follow-up ticket already created 	Misuse - Rejected 	SRCC WHCC CC not covered in warranty 							
19-Dec-22 	50% 	21% 	21% 	7% 							
											
Pre sales Sub category 											
Date 	Product Specs 	Store Availability - Not available 	Suggested Product Link 	Store Availability - in stock 							
19-Dec-22 	40% 	35% 	20% 	5% 							
											
Damaged Delivery Sub category 											
Date 	Damaged delivery - Images not clear 	Damaged item - Refund UNDER 50 SAR 	Damaged Delivery - WWD - Complaint Registered 	Damaged Item - HH Over 50 							
19-Dec-22 	57% 	21% 	14% 	7% 							

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 19, 2022 1:04:43 PM 
Subject: HB KSA Dashboard - 18th Dec 

Hi all, 

Given below is the HB KSA Dashboard for 18th 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 	14 	100% 	100% 								
Facebook 	10 	50% 	100% 								
Instagram 	8 	07:49:00 	17:16:00 								
Twitter 	17 	91% 	100% 								
											
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 	37 	13 	11 	14 	8 	12 	95 				
Waiting on customer 	16 	9 	14 	29 	21 	36 	125 				
Waiting on 3rd party 	15 	7 	13 	9 	13 	8 	65 				
Grand total 	68 	29 	38 	52 	42 	56 	285 				
											
Chats category (Top 10) 											
Date 	WWD Related 	Order Scheduling Related 	Damaged Delivery 	Presales 	Maintenance Related 	Delivery Related Within TAT 	Delivery Related Outside TAT 	Cancelation 	Click and Collect 	Wrong Item Delivered 	Others 
18-Dec-22 	34% 	18% 	6% 	5% 	4% 	3% 	2% 	2% 	2% 	2% 	23% 
											
WWD Related sub category 											
Date 	WWD - DO Created - Details Available 	WWD delay - Slot missed 	WWD - Reschedule - Slot not available - booked alternate date 	WWD - Reschedule - No Slot Available - create CRM 	WWD - Rescheduled as per request 	WWD delay - driver call not answered 	Store or Amz Noon WWD Order not pulling on CRM GDMS 				
18-Dec-22 	33% 	31% 	13% 	9% 	7% 	6% 	1% 				
											
Order Scheduling Related Sub category 											
Date 	Order scheduled HB WWD 										
18-Dec-22 	100% 										
											
Damaged Delivery Sub category 											
Date 	Damaged delivery - Images not clear 	Damaged Delivery - WWD - Complaint Registered 	Damaged item - Refund UNDER 50 SAR 	Damaged Item - HH Over 50 							
18-Dec-22 	47% 	26% 	16% 	11% 							
											
Pre sales Sub category 											
Date 	Product Specs 	Store Availability - Not available 									
18-Dec-22 	88% 	12% 									

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 16, 2022 12:34:36 PM 
Subject: HB KSA Dashboard - 15th Dec 

Hi all, 

Given below is the HB KSA Dashboard for 15th 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 	19 	100% 	78% 								
Facebook 	7 	50% 	86% 								
Instagram 	60 	10:28:00 	10:36:00 								
Twitter 	22 	79% 	100% 								
											
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 	61 	62 	19 	19 	13 	13 	187 				
Waiting on customer 	20 	22 	18 	18 	18 	36 	132 				
Waiting on 3rd party 	17 	6 	7 	5 	10 	9 	54 				
Grand total 	98 	90 	44 	42 	41 	58 	373 				
											
Chats category (Top 10) 											
Date 	WWD Related 	Order Scheduling Related 	Presales 	Damaged Delivery 	Maintenance Related 	Change Address or Phone Number 	Delivery Related Within TAT 	Delivery Related Outside TAT 	Return and Refund 	Click and Collect 	others 
15-Dec-22 	33% 	17% 	8% 	6% 	5% 	4% 	4% 	3% 	3% 	1% 	15% 
											
WWD Related sub category 											
Date 	WWD delay - Slot missed 	WWD - DO Created - Details Available 	WWD - Reschedule - No Slot Available - create CRM 	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 				
15-Dec-22 	39% 	29% 	11% 	11% 	9% 	1% 	1% 				
											
Order Scheduling Related Sub category 											
Date 	Order scheduled HB WWD 										
15-Dec-22 	100% 										
											
Pre sales Sub category 											
Date 	Product Specs 	Suggested Product Link 	Store Availability - Not available 	Product Inquiry - Sold as Separate 	Store Availability - in stock 						
15-Dec-22 	59% 	22% 	11% 	4% 	4% 						
											
Damaged Delivery Sub category 											
Date 	Damaged delivery - Images not clear 	Damaged Delivery - WWD - Complaint Registered 	Damaged Item - HH Over 50 	Damaged item - Refund UNDER 50 SAR 							
15-Dec-22 	45% 	41% 	9% 	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 14, 2022 8:32:03 PM 
Subject: HB KSA Dashboard - 13th Dec 

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