Subject: Homebox UAE Dashboard 09-March-2023
From: Gaurav Yadav <[email-masked]>
To: Ahmed Zoher <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>
Cc: saurabh <[email-masked]>, Syed Ataullah <[email-masked]>, Sameer Sadiq <[email-masked]>, Anunay Sharma <[email-masked]>, raja ramachandran <[email-masked]>, Muralidharan Gunjur <[email-masked]>
Date: Sun, 12 Mar 2023 23:47:25 -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 	205 			0:02:32 	0:02:18 	0:12:10 			
Emails 	11 	100% 	100% 	0:51:53 	1:49:00 				
Facebook 	16 	48% 	96% 	4:27:00 	3:48:00 				
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 	4 	1 	0 	0 	0 	0 	5 		
Waiting on customer 	11 	1 	1 	0 	0 	0 	13 		
Waiting on 3rd party 	34 	6 	9 	9 	5 	29 	92 		
Pending 	2 	4 	6 	7 	1 	2 	22 		
Grand total 	49 	8 	10 	9 	5 	29 	132 		
									
WhatsApp chats category 
									
Date 	Inquiry 	Complaints 							
12-Mar-23 	76% 	24% 							
									
Inquiry Sub category 									
Date 	Post Order 	Pre Order 	Disconnected CALL 	Store Inquiry 					
12-Mar-23 	69% 	20% 	9% 	3% 					
									
Post order Sub category 
									
Date 	Delivery Follow up 	Return Request/Creating RMA/Return to Store/Exchange 	Cancellation 	Refund Follow up 	Click & Collect Follow Up 				
12-Mar-23 	69% 	19% 	6% 	4% 	2% 				
									
Complaints Sub category 
									
Date 	Late Delivery 	WWD Damaged/Manufacturing Fault 	Refund Complaint HH 	Mattress Complain 	Content/Pricing Issue 	APP/Website Issue 			
12-Mar-23 	41% 	36% 	9% 	5% 	5% 	5% 			

From: "Gaurav Yadav" <[email-masked]> 
To: "Ahmed Zoher" <[email-masked]>, "Murtaza Kutiyanawala" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]>, "Sameer Sadiq" <[email-masked]>, "Anunay Sharma" <[email-masked]>, "raja ramachandran" <[email-masked]>, "Muralidharan Gunjur" <[email-masked]> 
Sent: Friday, March 10, 2023 3:34:16 PM 
Subject: Homebox UAE Dashboard 09-March-2023 

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 	339 			0:03:45 	0:03:03 	0:16:51 			
Emails 	21 	100% 	100% 	0:37:17 	0:55:22 				
Facebook 	26 	82% 	100% 	1:47:00 	2:03:00 				
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 	4 	1 	0 	0 	0 	0 	5 		
Waiting on customer 	21 	5 	0 	0 	0 	0 	26 		
Waiting on 3rd party 	34 	16 	8 	6 	6 	27 	97 		
Pending 	5 	7 	4 	2 	1 	2 	21 		
Grand total 	59 	22 	8 	6 	6 	27 	149 		
									
WhatsApp chats category 
									
Date 	Inquiry 	Complaints 							
9-Mar-23 	91% 	9% 							
									
Inquiry Sub category 									
Date 	Post Order 	Pre Order 	Disconnected CALL 	Store Inquiry 	APP/Website Issue 				
9-Mar-23 	76% 	13% 	9% 	1% 	1% 				
									
Post order Sub category 
									
Date 	Delivery Follow up 	Return Request/Creating RMA/Return to Store/Exchange 							
9-Mar-23 	94% 	6% 							
									
Complaints Sub category 
									
Date 	Late Delivery 	WWD Damaged/Manufacturing Fault 	Undelivered Order/POD Request 	Late Collection (Returns) 					
9-Mar-23 	73% 	9% 	9% 	9% 					

From: "Gaurav Yadav" <[email-masked]> 
To: "Ahmed Zoher" <[email-masked]>, "Murtaza Kutiyanawala" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]>, "Sameer Sadiq" <[email-masked]>, "Anunay Sharma" <[email-masked]>, "raja ramachandran" <[email-masked]>, "Muralidharan Gunjur" <[email-masked]> 
Sent: Thursday, March 9, 2023 12:22:04 PM 
Subject: Homebox UAE Dashboard 08-March-2023 

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 	288 			0:01:56 	0:02:12 	0:11:45 				
Emails 	22 	100% 	100% 	0:42:51 	1:01:00 					
Facebook 	18 	36% 	100% 	7:49:00 	7:03:00 					
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 	1 	12 			
Waiting on customer 	19 	3 	1 	0 	0 	0 	23 			
Waiting on 3rd party 	33 	15 	5 	6 	6 	28 	93 			
Pending 	5 	3 	4 	1 	1 	2 	16 			
Grand total 	62 	18 	7 	6 	6 	29 	144 			
										
WhatsApp chats category 
										
Date 	Inquiry 	Complaints 								
8-Mar-23 	86% 	14% 								
										
Inquiry Sub category 										
Date 	Post Order 	Pre Order 	Disconnected CALL 							
8-Mar-23 	72% 	25% 	4% 							
										
Post order Sub category 
										
Date 	Delivery Follow up 	Return Request/Creating RMA/Return to Store/Exchange 	Cancellation 							
8-Mar-23 	90% 	6% 	3% 							
										
Complaints Sub category 
										
Date 	WWD Damaged/Manufacturing Fault 	Late Delivery 	WWD Pending Delivery 	Mattress Complain 	WWD Pending from Workshop 	Refund Complaint WWD 	Payment Issues 	Missing Item/s HH 	Late Collection (Returns) 	Late C&C 
8-Mar-23 	30% 	26% 	9% 	9% 	4% 	4% 	4% 	4% 	4% 	4% 

From: "Gaurav Yadav" <[email-masked]> 
To: "Ahmed Zoher" <[email-masked]>, "Murtaza Kutiyanawala" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]>, "Sameer Sadiq" <[email-masked]>, "Anunay Sharma" <[email-masked]>, "raja ramachandran" <[email-masked]>, "Muralidharan Gunjur" <[email-masked]> 
Sent: Saturday, March 4, 2023 12:53:37 PM 
Subject: Homebox UAE Dashboard 03-March-2023 

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 	210 			0:02:30 	0:02:13 	0:13:47 			
Emails 	12 	100% 	100% 	0:26:54 	1:18:00 				
Facebook 	26 	52% 	100% 	4:19:00 	3:29:00 				
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 	9 	0 	0 	1 	0 	0 	10 		
Waiting on customer 	14 	0 	0 	0 	0 	3 	17 		
Waiting on 3rd party 	12 	8 	6 	4 	8 	19 	57 		
Pending 	0 	1 	1 	1 	1 	2 	6 		
Grand total 	35 	8 	6 	5 	8 	22 	90 		
									
WhatsApp chats category 
									
Date 	Inquiry 	Complaints 							
3-Mar-23 	86% 	14% 							
									
Inquiry Sub category 									
Date 	Post Order 	Pre Order 	Disconnected CALL 						
3-Mar-23 	82% 	10% 	8% 						
									
Post order Sub category 
									
Date 	Delivery Follow up 	Return Request/Creating RMA/Return to Store/Exchange 	Click & Collect Follow Up 	Cancellation 					
3-Mar-23 	78% 	13% 	6% 	3% 					
									
Complaints Sub category 
									
Date 	Late Delivery 	Mattress Complain 	WWD Damaged/Manufacturing Fault 	Refund Complaint HH 					
3-Mar-23 	40% 	33% 	20% 	7% 					

From: "Gaurav Yadav" <[email-masked]> 
To: "Ahmed Zoher" <[email-masked]>, "Murtaza Kutiyanawala" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]>, "Sameer Sadiq" <[email-masked]>, "Anunay Sharma" <[email-masked]>, "raja ramachandran" <[email-masked]>, "Muralidharan Gunjur" <[email-masked]> 
Sent: Friday, March 3, 2023 1:00:57 PM 
Subject: Homebox UAE Dashboard 02-March-2023 

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 	206 			0:02:32 	0:02:34 	0:12:20 			
Emails 	27 	100% 	100% 	0:43:06 	0:42:28 				
Facebook 	28 	75% 	100% 	1:44:00 	2:47:00 				
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 	1 	0 	0 	0 	0 	0 	1 		
Waiting on customer 	13 	1 	0 	0 	1 	0 	15 		
Waiting on 3rd party 	15 	11 	2 	5 	8 	23 	64 		
Pending 	1 	3 	4 	5 	2 	1 	16 		
Grand total 	29 	12 	2 	5 	9 	23 	96 		
									
WhatsApp chats category 
									
Date 	Inquiry 	Complaints 							
2-Mar-23 	86% 	14% 							
									
Inquiry Sub category 									
Date 	Post Order 	Pre Order 	Disconnected CALL 	Store Inquiry 					
2-Mar-23 	68% 	24% 	7% 	1% 					
									
Post order Sub category 
									
Date 	Delivery Follow up 	Cancellation 	Click & Collect Follow Up 	Return Request/Creating RMA/Return to Store/Exchange 					
2-Mar-23 	80% 	8% 	7% 	5% 					
									
Complaints Sub category 
									
Date 	WWD Damaged/Manufacturing Fault 	Late Delivery 	Refund Complaint WWD 	Promotions Offers 	Late Collection (Returns) 	Late C&C 			
2-Mar-23 	53% 	20% 	7% 	7% 	7% 	7% 			

From: "Gaurav Yadav" <[email-masked]> 
To: "Ahmed Zoher" <[email-masked]>, "Murtaza Kutiyanawala" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]>, "Sameer Sadiq" <[email-masked]>, "Anunay Sharma" <[email-masked]>, "raja ramachandran" <[email-masked]>, "Muralidharan Gunjur" <[email-masked]> 
Sent: Thursday, March 2, 2023 2:32:16 PM 
Subject: Homebox UAE Dashboard 01-March-2023 

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 	221 			0:02:17 	0:01:57 	0:12:54 			
Emails 	12 	100% 	100% 	0:13:28 	0:20:43 				
Facebook 	36 	73% 	100% 	2:13:00 	1:46:00 				
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 	0 	0 	0 	0 	0 	6 		
Waiting on customer 	16 	0 	0 	0 	1 	0 	17 		
Waiting on 3rd party 	17 	8 	3 	10 	6 	22 	66 		
Pending 	3 	4 	1 	6 	1 	1 	16 		
Grand total 	39 	8 	3 	10 	7 	22 	105 		
									
WhatsApp chats category 
									
Date 	Inquiry 	Complaints 							
1-Mar-23 	84% 	16% 							
									
Inquiry Sub category 									
Date 	Post Order 	Pre Order 	Disconnected CALL 	Store Inquiry 					
1-Mar-23 	73% 	23% 	3% 	1% 					
									
Post order Sub category 
									
Date 	Delivery Follow up 	Return Request/Creating RMA/Return to Store/Exchange 	Cancellation 	Refund Follow up 					
1-Mar-23 	86% 	9% 	4% 	1% 					
									
Complaints Sub category 
									
Date 	WWD Damaged/Manufacturing Fault 	Late Delivery 	Late C&C 	Refund Complaint HH 	Order Not Shipped/Tracking Not generated 	Missing Item/s HH 	Mattress Complain 		
1-Mar-23 	42% 	26% 	11% 	5% 	5% 	5% 	5% 		

From: "Gaurav Yadav" <[email-masked]> 
To: "Ahmed Zoher" <[email-masked]>, "Murtaza Kutiyanawala" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]>, "Sameer Sadiq" <[email-masked]>, "Anunay Sharma" <[email-masked]>, "raja ramachandran" <[email-masked]>, "Muralidharan Gunjur" <[email-masked]> 
Sent: Wednesday, March 1, 2023 1:31:41 PM 
Subject: Homebox UAE Dashboard 28-Feb-2023 

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 	242 			0:01:47 	0:02:01 	0:12:14 			
Emails 	32 	100% 	100% 	0:28:05 	1:05:00 				
Facebook 	14 	67% 	100% 	2:44:00 	2:59:00 				
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 	0 	0 	0 	0 	0 	0 	0 		
Waiting on customer 	14 	4 	1 	0 	2 	0 	21 		
Waiting on 3rd party 	17 	9 	3 	11 	7 	22 	69 		
Pending 	2 	4 	1 	7 	2 	1 	17 		
Grand total 	31 	13 	4 	11 	9 	22 	107 		
									
WhatsApp chats category 
									
Date 	Inquiry 	Complaints 							
28-Feb-23 	83% 	17% 							
									
Inquiry Sub category 									
Date 	Post Order 	Pre Order 	Disconnected CALL 	APP/Website Issue 	Store Inquiry 				
28-Feb-23 	73% 	19% 	5% 	2% 	1% 				
									
Post order Sub category 
									
Date 	Delivery Follow up 	Return Request/Creating RMA/Return to Store/Exchange 	Refund Follow up 	Click & Collect Follow Up 	Cancellation 				
28-Feb-23 	82% 	9% 	5% 	3% 	1% 				
									
Complaints Sub category 
									
Date 	WWD Damaged/Manufacturing Fault 	Late Delivery 	WWD Pending Delivery 	Refund Complaint WWD 	Payment Issues 	Missing Item/s HH 	Late Collection (Returns) 	Late C&C 	
28-Feb-23 	36% 	36% 	5% 	5% 	5% 	5% 	5% 	5% 	

From: "Gaurav Yadav" <[email-masked]> 
To: "Ahmed Zoher" <[email-masked]>, "Murtaza Kutiyanawala" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]>, "Sameer Sadiq" <[email-masked]>, "Anunay Sharma" <[email-masked]>, "raja ramachandran" <[email-masked]>, "Muralidharan Gunjur" <[email-masked]> 
Sent: Tuesday, February 28, 2023 2:27:08 PM 
Subject: Homebox UAE Dashboard 27-Feb-2023 

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 	233 			0:01:52 	0:02:53 	0:14:27 			
Emails 	24 	100% 	100% 	0:46:03 	0:43:54 				
Facebook 	14 	63% 	100% 	2:51:00 	2:28:00 				
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 	2 	0 	0 	2 	22 		
Waiting on customer 	16 	1 	0 	0 	2 	0 	19 		
Waiting on 3rd party 	19 	2 	7 	8 	5 	20 	61 		
Pending 	3 	2 	4 	5 	0 	1 	15 		
Grand total 	52 	4 	9 	8 	7 	22 	117 		
									
WhatsApp chats category 
									
Date 	Inquiry 	Complaints 							
27-Feb-23 	84% 	16% 							
									
Inquiry Sub category 									
Date 	Post Order 	Pre Order 	Disconnected CALL 						
27-Feb-23 	71% 	25% 	4% 						
									
Post order Sub category 
									
Date 	Delivery Follow up 	Return Request/Creating RMA/Return to Store/Exchange 	Cancellation 	Click & Collect Follow Up 	Refund Follow up 				
27-Feb-23 	77% 	12% 	6% 	3% 	2% 				
									
Complaints Sub category 
									
Date 	WWD Damaged/Manufacturing Fault 	Late Delivery 	Mattress Complain 	Late C&C 	Order Not Shipped/Tracking Not generated 	Late Collection (Returns) 			
27-Feb-23 	35% 	29% 	12% 	12% 	6% 	6% 			

From: "Gaurav Yadav" <[email-masked]> 
To: "Ahmed Zoher" <[email-masked]>, "Murtaza Kutiyanawala" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]>, "Sameer Sadiq" <[email-masked]>, "Anunay Sharma" <[email-masked]>, "raja ramachandran" <[email-masked]>, "Muralidharan Gunjur" <[email-masked]> 
Sent: Monday, February 27, 2023 1:07:05 PM 
Subject: Homebox UAE Dashboard 26-Feb-2023 

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 	158