Subject: hb uae
From: Rohan Panwar <[email-masked]>
To: Gaurav Yadav <[email-masked]>
Date: Wed, 22 Mar 2023 02:14:37 -0700 (MST)

hii, 

				Homebox UAE 			

Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st response time 	Avg response Time 	Resolution Time 			
Whatsapp 	350 			00:02:09 	00:02:28 	00:13:31 			
Emails 	26 	100% 	100% 	00:18:27 	00:03:09 				
Facebook 	28 	58% 	100% 	02:56:00 	02:39:00 				
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 	0 	1 	0 	0 	1 	6 		
Waiting on customer 	19 	0 	1 	0 	0 	0 	20 		
Waiting on 3rd party 	35 	12 	12 	9 	6 	35 	109 		
Pending 	2 	2 	4 	1 	0 	3 	12 		
Grand total 	58 	12 	14 	9 	6 	36 	147 		
									
WhatsApp chats category 									
Date 	Inquiry 	Complaints 							
21-Mar-23 	82% 	18% 							
									
Inquiry Sub category 									
Date 	Post Order 	Pre Order 	Disconnected CALL 	Store Inquiry 					
21-Mar-23 	80% 	11% 	7% 	2% 					
									
Post order Sub category 								
Date 	Delivery Follow up 	Return Request/Creating RMA/Return to Store/Exchange 	Refund Follow up 	Product Inquiry 	Click & Collect Follow Up 	Cancellation 			
21-Mar-23 	83% 	7% 	3% 	3% 	2% 	1% 			
									
Complaints Sub category 								
Date 	Late Collection (Returns) 	WWD Damaged/Manufacturing Fault 	Late Delivery 	Delivery Related 	WWD Pending Delivery 	Refunds and Cancelations 	Promotions Offers 	Content/Pricing Issue 	Other's 
21-Mar-23 	22% 	19% 	19% 	15% 	7% 	4% 	4% 	4% 	7%