From: Rohan Panwar <[email-masked]>
To: Gaurav Yadav <[email-masked]>
Date: Sat, 18 Mar 2023 02:05:25 -0700 (MST)

Homebox UAE 			

Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st response time 	Avg response Time 	Resolution Time 			
Whatsapp 	217 			00:01:55 	00:02:03 	00:11:38 			
Emails 	20 	100% 	100% 	00:05:35 	03:36:00 				
Facebook 	28 	50% 	100% 	03:09:00 	04:06:00 				
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 	3 	1 	0 	0 	0 	0 			
Waiting on customer 	18 	0 	0 	0 	1 	0 	19 		
Waiting on 3rd party 	28 	13 	5 	10 	8 	29 	93 		
Pending 	4 	3 	2 	7 	8 	4 	28 		
Grand total 	49 	14 	5 	10 	9 	29 	140 		
									
WhatsApp chats category 									
Date 	Inquiry 	Complaints 							
17-Mar-23 	80% 	20% 							
									
Inquiry Sub category 									
Date 	Post Order 	Pre Order 	Disconnected CALL 	Store Inquiry 					
17-Mar-23 	77% 	19% 	3% 	1% 					
									
Post order Sub category 								
Date 	Delivery Follow up 								
17-Mar-23 	100% 								
									
Complaints Sub category 								
Date 	Late Delivery 	WWD Damaged/Manufacturing Fault 	Late Collection (Returns) 	Missing Item/s HH 	WWD Pending Delivery 	Mattress Complain 	Wrong item delivered HH 	Refund Complaint HH 	APP/Website Issue 
17-Mar-23 	32% 	26% 	11% 	5% 	5% 	5% 	5% 	5% 	5%