Subject: hb uae
From: Rohan Panwar <[email-masked]>
To: Gaurav Yadav <[email-masked]>
Date: Tue, 21 Mar 2023 03:49:59 -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 	321 			00:02:21 	00:02:57 	00:14:41 			
Emails 	28 	100% 	100% 	00:52:20 	00:45:48 				
Facebook 	32 	43% 	100% 	03:59:00 	03:27:00 				
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 	7 	2 	1 	2 	0 	4 	16 		
Waiting on customer 	20 	2 	0 	0 	0 	0 	22 		
Waiting on 3rd party 	39 	12 	14 	8 	3 	32 	108 		
Pending 	4 	2 	3 	1 	2 	3 	15 		
Grand total 	66 	16 	15 	10 	3 	36 	161 		
									
WhatsApp chats category 									
Date 	Inquiry 	Complaints 							
20-Mar-23 	77% 	23% 							
									
Inquiry Sub category 									
Date 	Post Order 	Pre Order 	Disconnected CALL 						
20-Mar-23 	75% 	22% 	4% 						
									
Post order Sub category 								
Date 	Delivery Follow up 	Refund Follow up 	Return Request/Creating RMA/Return to Store/Exchange 	Cancellation 	Product Inquiry 	Click & Collect Follow Up 			
20-Mar-23 	84% 	5% 	5% 	4% 	2% 	1% 			
									
Complaints Sub category 								
Date 	WWD Damaged/Manufacturing Fault 	Late Delivery 	Wrong item delivered WWD 	Order Not Shipped/Tracking Not generated 	Undelivered Order/POD Request 	Late Collection (Returns) 	Refund Complaint HH 	WWD Pending Delivery 	Content/Pricing Issue 
20-Mar-23 	40% 	20% 	6% 	6% 	6% 	6% 	6% 	3% 	3%