Subject: HB-UAE 19th Mar
From: Rohan Panwar <[email-masked]>
To: Gaurav Yadav <[email-masked]>
Date: Mon, 20 Mar 2023 03:50:57 -0700 (MST)

hi, 

				Homebox UAE 			

Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st response time 	Avg response Time 	Resolution Time 			
Whatsapp 	223 			00:01:56 	00:01:54 	00:10:29 			
Emails 	12 	100% 	100% 	00:38:35 	01:26:00 				
Facebook 	22 	23% 	100% 	08:02:00 	06:50:00 				
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 	2 	0 	1 	0 	2 	13 		
Waiting on customer 	17 	2 	0 	0 	0 	0 	19 		
Waiting on 3rd party 	34 	15 	10 	9 	7 	29 	104 		
Pending 	3 	4 	0 	1 	3 	3 	14 		
Grand total 	59 	19 	10 	10 	7 	31 	150 		
									
WhatsApp chats category 									
Date 	Inquiry 	Complaints 							
19-Mar-23 	81% 	18% 							
									
Inquiry Sub category 									
Date 	Post Order 	Pre Order 	Disconnected CALL 	Store Inquiry 					
19-Mar-23 	77% 	16% 	5% 	2% 					
									
Post order Sub category 								
Date 	Delivery Follow up 	Return Request/Creating RMA/Return to Store/Exchange 	Cancellation 						
19-Mar-23 	86% 	11% 	3% 						
									
Complaints Sub category 								
Date 	Late Delivery 	WWD Damaged/Manufacturing Fault 	Promotions Offers 	Item - cannot cancel on Hybris 	Damaged HH item below AED 50 	Late Collection (Returns) 	Wrong item delivered WWD 	Content/Pricing Issue 	Missing Item/s HH 
19-Mar-23 	41% 	27% 	5% 	5% 	5% 	5% 	5% 	5% 	5%