Subject: Homebox UAE Dashboard 19-Jan-23
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: Fri, 20 Jan 2023 00:35:26 -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 	80 			0:01:14 	0:02:19 	0:19:56 			
Emails 	18 	100% 	100% 	0:07:00 	0:20:41 				
Facebook 	18 	75% 	95% 	1:53:00 	1:39:00 				
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 	0 	0 	0 	0 	4 		
Waiting on customer 	9 	0 	0 	0 	0 	0 	9 		
Waiting on 3rd party 	14 	0 	3 	2 	3 	0 	22 		
Pending 	2 	0 	0 	0 	0 	1 	3 		
Grand total 	27 	0 	3 	2 	3 	0 	38 		
									
WhatsApp chats category 
									
Date 	Inquiry 	Complaints 							
18-Jan-23 	75% 	25% 							
									
Inquiry Sub category category 
									
Date 	Post Order 	Pre Order 							
18-Jan-23 	88% 	12% 							
									
Post order Sub category 
									
Date 	Delivery Follow up 	Refund Follow up 	Invoice Request 	Return Request/Creating RMA/Return to Store/Exchange 	Cancellation 	Click & Collect Follow Up 			
18-Jan-23 	89% 	2% 	2% 	2% 	2% 	2% 			
									
Complaints Sub category 
									
Date 	Product Complaint 	WWD Damaged/Manufacturing Fault 	Late Delivery 	Late Collection (Returns) 	Late C&C 	Invoice Retrieval 	Missing HH item below AED 50 	Undelivered Order/POD Request 	
18-Jan-23 	24% 	24% 	24% 	6% 	6% 	6% 	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: Wednesday, January 18, 2023 1:17:34 PM 
Subject: Homebox UAE Dashboard 17-Jan-23 

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 	84 			0:00:54 	0:02:05 	0:16:26 	
Emails 	34 	97% 	100% 	1:41:00 	1:30:00 		
Facebook 	10 	65% 	100% 	2:21:00 	2:49:00 		
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 	1 	2 	1 	4 
Waiting on customer 	14 	2 	0 	0 	0 	0 	16 
Waiting on 3rd party 	13 	1 	2 	3 	4 	2 	25 
Pending 	1 	4 	2 	3 	0 	1 	11 
Grand total 	27 	3 	2 	4 	6 	3 	56 
							
WhatsApp chats category 
							
Date 	Customer Services 	Complaints 	Inquiry 	No Answer 	PreSales 		
17-Jan-23 	45% 	29% 	16% 	6% 	3% 		
							
Customer Services category 
							
Date 	Delivery Related 	Refunds and Cancelations 					
17-Jan-23 	86% 	14% 					
							
Delivery Related Sub category 
							
Date 	Delivery Status 	Reschedule Delivery 	Day of Delivery - Status 	Delayed Delivery (HH) 			
17-Jan-23 	42% 	33% 	17% 	8% 			
							
Refunds and Cancelations Sub category 
							
Date 	Refund for Other reason 						
17-Jan-23 	100% 						
							
Compaint category 							
Date 	Delivery Related 	Product Complaint 	WWD Damaged/Manufacturing Fault 				
17-Jan-23 	44% 	44% 	11% 				
							
Product complaint sub category 
							
Date 	Complaint within Warranty 						
17-Jan-23 	100% 						

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, January 17, 2023 12:55:21 PM 
Subject: Homebox UAE Dashboard 16-Jan-23 

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 	84 			0:01:34 	0:02:14 	0:17:20 	
Emails 	29 	100% 	100% 	0:11:07 	0:17:52 		
Facebook 	17 	84% 	100% 	1:05:00 	1:27:00 		
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 	18 	0 	0 	4 	1 	0 	23 
Waiting on customer 	15 	3 	1 	0 	1 	0 	20 
Waiting on 3rd party 	11 	1 	3 	2 	1 	5 	23 
Pending 	5 	1 	3 	1 	0 	2 	12 
Grand total 	44 	4 	4 	6 	3 	5 	78 
							
WhatsApp chats category 
							
Date 	Customer Services 	PreSales 	Mattress Related 				
16-Jan-23 	90% 	6% 	4% 				
							
Customer Services category 
							
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 				
16-Jan-23 	79% 	16% 	5% 				
							
Delivery Related Sub category 
							
Date 	Delivery Status 	Reschedule Delivery 	Delayed Delivery (HH) 	Day of Delivery - Status 	Delayed Delivery (Furniture) 		
16-Jan-23 	69% 	15% 	8% 	6% 	2% 		
							
Product Complaint Sub category 
							
Date 	Complaint within Warranty 						
16-Jan-23 	100% 						
							
Refunds and Cancelations Sub category 
							
Date 	Cancelation 	Refund for Other reason 					
16-Jan-23 	67% 	33% 					

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, January 13, 2023 12:31:37 PM 
Subject: Homebox UAE Dashboard 12-Jan-23 

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 	63 			0:01:04 	0:01:53 	0:15:24 	
Emails 	18 	100% 	100% 	0:09:44 	0:10:30 		
Facebook 	54 	68% 	100% 	2:36:00 	2:14:00 		
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 	10 	1 	0 	0 	0 	1 	12 
Waiting on 3rd party 	9 	5 	5 	6 	1 	4 	30 
Pending 	3 	4 	0 	2 	2 	2 	13 
Grand total 	19 	6 	5 	6 	1 	5 	55 
							
WhatsApp chats category 
							
Date 	Customer Services 	PreSales 	Mattress Related 				
12-Jan-23 	88% 	10% 	2% 				
							
Customer Services category 
							
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 	App and Website Issues 			
12-Jan-23 	72% 	9% 	17% 	2% 			
							
Delivery Related Sub category 
							
Date 	Delivery Status 	Delayed Delivery (HH) 	Reschedule Delivery 	Damage during delivery 	Delayed Delivery (Furniture) 		
12-Jan-23 	76% 	16% 	3% 	3% 	3% 		
							
Product Complaint Sub category 
							
Date 	Complaint within Warranty 						
12-Jan-23 	100% 						
							
Refunds and Cancelations Sub category 
							
Date 	Return Request Initiation 	Cancelation 	Refund for Other reason 				
12-Jan-23 	44% 	44% 	11% 				
							
Apps and Website issues Sub category 
							
Date 	Other App and Website Issues 						
12-Jan-23 	100% 						

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, January 12, 2023 1:06:35 PM 
Subject: Homebox UAE Dashboard 11-Jan-23 

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 	70 			0:01:52 	0:02:17 	0:17:06 	
Emails 	18 	100% 	100% 	0:20:50 	0:17:06 		
Facebook 	38 	67% 	100% 	2:10:00 	2:48:00 		
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 	3 	0 	0 	0 	0 	0 	3 
Waiting on customer 	15 	1 	0 	1 	0 	1 	18 
Waiting on 3rd party 	8 	7 	5 	9 	0 	3 	32 
Pending 	5 	1 	1 	1 	4 	1 	13 
Grand total 	26 	8 	5 	10 	0 	4 	66 
							
WhatsApp chats category 
							
Date 	Customer Services 	PreSales 	No Answer 				
11-Jan-23 	87% 	12% 	2% 				
							
Customer Services category 
							
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 				
11-Jan-23 	62% 	27% 	11% 				
							
Delivery Related Sub category 
							
Date 	Delivery Status 	Day of Delivery - Status 	Delayed Delivery (HH) 	Reschedule Delivery 			
11-Jan-23 	57% 	18% 	18% 	7% 			
							
Product Complaint Sub category 
							
Date 	Complaint within Warranty 	Complaint outside Warranty 					
11-Jan-23 	92% 	8% 					
							
Refunds and Cancelations Sub category 
							
Date 	Return Request Initiation 	Refunds after Return 					
11-Jan-23 	60% 	40% 					

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, January 11, 2023 12:33:53 PM 
Subject: Homebox UAE Dashboard 10-Jan-23 

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 	83 			0:01:12 	0:02:06 	0:17:19 	
Emails 	35 	100% 	100% 	0:47:25 	0:43:20 		
Facebook 	10 	67% 	100% 	2:36:00 	2:27:00 		
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 	8 	1 	1 	0 	0 	0 	10 
Waiting on customer 	20 	0 	1 	0 	0 	0 	21 
Waiting on 3rd party 	10 	6 	8 	7 	3 	3 	37 
Pending 	5 	2 	3 	5 	6 	6 	27 
Grand total 	38 	7 	10 	7 	3 	3 	95 
							
WhatsApp chats category 
							
Date 	Customer Services 	PreSales 	Mattress Related 				
10-Jan-23 	85% 	10% 	5% 				
							
Customer Services category 
							
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 	App and Website Issues 			
10-Jan-23 	62% 	23% 	13% 	2% 			
							
Delivery Related Sub category 
							
Date 	Delivery Status 	Reschedule Delivery 	Delayed Delivery (HH) 				
10-Jan-23 	84% 	8% 	8% 				
							
Product Complaint Sub category 
							
Date 	Complaint within Warranty 						
10-Jan-23 	100% 						
							
Refunds and Cancelations Sub category 
							
Date 	Return Request Initiation 	Cancelation 	Refunds after Return 	Refund for Other reason 			
10-Jan-23 	38% 	38% 	13% 	13% 			
							
Apps and Website issues Sub category 
							
Date 	Other App and Website Issues 						
10-Jan-23 	100% 						

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, January 10, 2023 1:45:38 PM 
Subject: Homebox UAE Dashboard 09-Jan-23 

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 	66 			0:01:13 	0:01:45 	0:17:01 		
Emails 	14 	100% 	100% 	0:11:50 	0:08:55 			
Facebook 	17 	61% 	100% 	2:57:00 	2:45:00 			
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 	16 	0 	0 	0 	1 	0 	17 	
Waiting on customer 	5 	3 	1 	2 	0 	0 	11 	
Waiting on 3rd party 	21 	7 	13 	2 	3 	2 	48 	
Pending 	2 	5 	1 	4 	8 	7 	27 	
Grand total 	42 	10 	14 	4 	4 	2 	103 	
								
WhatsApp chats category 
								
Date 	Customer Services 	PreSales 	Mattress related 					
9-Jan-23 	85% 	11% 	4% 					
								
Customer Services category 
								
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 	Apps & Website issues 				
9-Jan-23 	68% 	11% 	19% 	2% 				
								
Delivery Related Sub category 
								
Date 	Delivery Status 	Delayed Delivery (Furniture) 	Delayed Delivery (HH) 	Reschudule delivery 				
9-Jan-23 	84% 	9% 	3% 	3% 				
								
Product Complaint Sub category 
								
Date 	Complaint within Warranty 							
9-Jan-23 	100% 							
								
Refunds and Cancelations Sub category 
								
Date 	Return Request Initiation 	Cancelation 	Refunds after Return 					
9-Jan-23 	67% 	22% 	11% 					
								
Apps and Website issues Sub category 
								
Date 	Other App and Website Issues 							
9-Jan-23 	100% 							

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, January 9, 2023 1:16:08 PM 
Subject: Homebox UAE Dashboard 08-Jan-23 

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 	55 			00:01:24 	00:01:49 	00:17:10 		
Emails 	12 	100% 	100% 	00:53:05 	01:09:00 			
Facebook 	22 	48% 	100% 	03:52:00 	03:30:00 			
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 	5 	0 	1 	0 	0 	1 	7 	
Waiting on customer 	6 	2 	1 	0 	0 	0 	9 	
Waiting on 3rd party 	15 	13 	6 	5 	1 	4 	44 	
Pending 	2 	3 	3 	3 	7 	7 	25 	
Grand total 	26 	15 	8 	5 	1 	5 	85 	
								
WhatsApp chats category 								
Date 	Customer Services 	PreSales 						
08-Jan-23 	91% 	9% 						
								
Customer Services category 								
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 					
08-Jan-23 	56% 	21% 	23% 					
								
Delivery Related Sub category 								
Date 	Delivery Status 	Reschedule Delivery 	Day of Delivery - Status 	Delayed Delivery (Furniture) 	Partial Delivery 	Missing items\parts 		
08-Jan-23 	50% 	18% 	18% 	5% 	5% 	5% 		
								
Product Complaint Sub category 								
Date 	Complaint within Warranty 	Complaint outside Warranty 						
08-Jan-23 	63% 	38% 						
								
Refunds and Cancelations Sub category 								
Date 	Return Request Initiation 	Delay collection 	Refund for Other reason 	Refunds after Return 	Cancelation 			
08-Jan-23 	33% 	22% 	22% 	11% 	11% 			

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, January 7, 2023 1:02:03 PM 
Subject: Homebox UAE Dashboard 06-Jan-23 

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 	77 			00:02:10 	00:02:31 	00:21:08 		
Emails 	20 	100% 	100% 	00:13:00 	00:24:58 			
Facebook 	17 	100% 	100% 	00:11:00 	00:45:00 			
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 	13 	1 	0 	1 	1 	2 	18 	
Waiting on 3rd party 	23 	9 	5 	1 	2 	4 	44 	
Pending 	2 	4 	2 	5 	2 	7 	22 	
Grand total 	40 	11 	5 	2 	3 	6 	89 	
								
WhatsApp chats category 								
Date 	Customer Services 	PreSales 	Mattress Related 	No Answer 				
06-Jan-23 	91% 	6% 	2% 	2% 				
								
Customer Services category 								
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 					
06-Jan-23 	63% 	12% 	25% 					
								
Delivery Related Sub category 								
Date 	Delivery Status 	Reschedule Delivery 	Delayed Delivery (HH) 	Damage during delivery 	Delayed Delivery (Furniture) 			
06-Jan-23 	71% 	11% 	8% 	5% 	5% 			
								
Product Complaint Sub category 								
Date 	Complaint within Warranty 							
06-Jan-23 	100% 							
								
Refunds and Cancelations Sub category 								
Date 	Return Request Initiation 	Refunds after Return 	Delay collection 	Product issue 	Refund for Other reason 			
06-Jan-23 	47% 	27% 	13% 	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: Friday, January 6, 2023 5:53:47 PM 
Subject: Homebox UAE Dashboard 05-Jan-23 

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 	86 			00:01:48 	00:02:40 	00:21:37 	
Emails 	23 	95% 	97% 	01:13:00 	01:01:00 		
Facebook 	19 	64% 	100% 	02:58:00 	01:57:00 		
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 	0 	1 	0 	1 	6 
Waiting on customer 	12 	3 	0 	1 	0 	2 	18 
Waiting on 3rd party 	30 	9 	2 	2 	1 	3 	47 
Pending 	3 	3 	1 	6 	1 	6 	20 
Grand total 	46 	12 	2 	4 	1 	6 	91 
							
WhatsApp chats category 							
Date 	Customer Services 	PreSales 	No Answer 				
05-Jan-23 	89% 	10% 	1% 				
							
Customer Services category 							
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 				
05-Jan-23 	68% 	14% 	18% 				
							
Delivery Related Sub category 							
Date 	Delivery Status 	Reschedule Delivery 	Delayed Delivery (HH) 	Day of Delivery - Status 	Delayed Delivery (Furniture) 		
05-Jan-23 	67% 	18% 	8% 	4% 	2% 		
							
Product Complaint Sub category 							
Date 	Complaint within Warranty 						
05-Jan-23 	100% 						
							
Refunds and Cancelations Sub category 							
Date 	Return Request Initiation 	Delay collection 	Cancelation 				
05-Jan-23 	54% 	23% 	23% 				

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, January 5, 2023 12:13:14 PM 
Subject: Homebox UAE Dashboard 04-Jan-23 

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 	119 			00:01:42 	00:02:17 	00:20:47 		
Emails 	17 	100% 	100% 	00:30:36 	01:03:00 			
Facebook 	20 	38% 	100% 	03:51:00 	03:00:00 			
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 	3 	0 	3 	0 	2 	14 	
Waiting on customer 	19 	2 	1 	0 	0 	0 	22 	
Waiting on 3rd party 	22 	5 	2 	2 	2 	2 	35 	
Pending 	3 	2 	3 	6 	1 	5 	20 	
Grand total 	47 	10 	3 	5 	2 	4 	91 	
								
WhatsApp chats category 								
Date 	Customer Services 	PreSales 	No Answer 	Mattress Related 				
04-Jan-23 	80% 	10% 	8% 	2% 				
								
Customer Services category 								
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 					
04-Jan-23 	73% 	14% 	13% 					
								
Delivery Related Sub category 								
Date 	Delivery Status 	Day of Delivery - Status 	Reschedule Delivery 	Delayed Delivery (Furniture) 	Delayed Delivery (HH) 	Damage during delivery 		
04-Jan-23 	44% 	19% 	16% 	11% 	9% 	2% 		
								
Product Complaint Sub category 								
Date 	Complaint within Warranty 	Complaint outside Warranty 						
04-Jan-23 	91% 	9% 						
								
Refunds and Cancelations Sub category 								
Date 	Return Request Initiation 	Cancelation 	Refunds after Return 	Return item not received 				
04-Jan-23 	40% 	30% 	20% 	10% 				

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, January 4, 2023 1:47:02 PM 
Subject: Homebox UAE Dashboard 03-Jan-23 

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 	102 			00:02:03 	00:02:39 	00:21:30 		
Emails 	21 	100% 	100% 	00:22:37 	00:20:03 			
Facebook 	19 	64% 	100% 	02:42:00 	01:56:00 			
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 	2 	0 	1 	0 	0 	1 	4 	
Waiting on customer 	22 	1 	1 	0 	0 	0 	24 	
Waiting on 3rd party 	16 	5 	3 	4 	4 	2 	34 	
Pending 	4 	1 	6 	2 	1 	5 	19 	
Grand total 	40 	6 	5 	4 	4 	3 	81 	
								
WhatsApp chats category 								
Date 	Customer Services 	PreSales 	Mattress Related 	No Answer 				
03-Jan-23 	86% 	7% 	5% 	2% 				
								
Customer Services category 								
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 	App and Website Issues 				
03-Jan-23 	71% 	13% 	14% 	1% 				
								
Delivery Related Sub category 								
Date 	Delivery Status 	Reschedule Delivery 	Day of Delivery - Status 	Delayed Delivery (HH) 	Damage during delivery 	Delayed Delivery (Furniture) 	Fresh fixing pending 	
03-Jan-23 	46% 	17% 	15% 	14% 	3% 	3% 	2% 	
								
Product Complaint Sub category 								
Date 	Complaint within Warranty 							
03-Jan-23 	100% 							
								
Refunds and Cancelations Sub category 								
Date 	Return Request Initiation 	Cancelation 	Refund for Other reason 					
03-Jan-23 	75% 	17% 	8% 					
								
Apps and Website issues Sub category 								
Date 	Other App and Website Issues 							
03-Jan-23 	100% 							

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, January 3, 2023 1:57:11 PM 
Subject: Homebox UAE Dashboard - 02-Jan-23 

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 	80 			00:01:21 	00:02:07 	00:18:16 		
Emails 	18 	100% 	100% 	00:16:43 	01:41:00 			
Facebook 	16 	54% 	100% 	03:03:00 	02:26:00 			
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 	5 	0 	0 	0 	0 	0 	5 	
Waiting on customer 	17 	1 	0 	1 	1 	0 	20 	
Waiting on 3rd party 	16 	11 	4 	5 	4 	4 	44 	
Pending 	2 	4 	5 	3 	0 	5 	19 	
Grand total 	38 	12 	4 	6 	5 	4 	88 	
								
WhatsApp chats category 								
Date 	Customer Services 	PreSales 	Mattress Related 					
02-Jan-23 	94% 	4% 	1% 					
								
Customer Services category 								
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 					
02-Jan-23 	65% 	20% 	15% 					
								
Delivery Related Sub category 								
Date 	Delivery Status 	Reschedule Delivery 	Day of Delivery - Status 	Delayed Delivery (HH) 	Delayed Delivery (Furniture) 			
02-Jan-23 	79% 	7% 	7% 	5% 	2% 			
								
Product Complaint Sub category 								
Date 	Complaint within Warranty 	Complaint outside Warranty 						
02-Jan-23 	92% 	8% 						
								
Refunds and Cancelations Sub category 								
Date 	Refund for Other reason 	Cancelation 	Product issue 	Delay collection 	Refunds after Return 			
02-Jan-23 	30% 	30% 	20% 	10% 	10% 			

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, January 2, 2023 1:11:01 PM 
Subject: Homebox UAE Dashboard - 01-Jan-23 

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 	37 			00:01:54 	00:02:01 	00:19:54 		
Emails 	10 	100% 	100% 	00:06:53 	00:32:13 			
Facebook 	21 	63% 	100% 	02:06:00 	02:19:00 			
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 	0 	0 	0 	0 	0 	3 	
Waiting on customer 	8 	1 	2 	0 	1 	0 	12 	
Waiting on 3rd party 	8 	11 	2 	3 	5 	4 	33 	
Pending 	1 	7 	2 	3 	0 	5 	18 	
Grand total 	19 	12 	4 	3 	6 	4 	66 	
								
WhatsApp chats category 								
Date 	Customer Services 	PreSales 						
01-Jan-23 	75% 	25% 						
								
Customer Services category 								
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 					
01-Jan-23 	77% 	13% 	10% 					
								
Delivery Related Sub category 								
Date 	Delivery Status 	Reschedule Delivery 	Delayed Delivery (HH) 	Damage during delivery 	Day of Delivery - Status 	Partial Delivery 		
01-Jan-23 	39% 	30% 	17% 	4% 	4% 	4% 		
								
Product Complaint Sub category 								
Date 	Complaint within Warranty 							
01-Jan-23 	100% 							
								
Refunds and Cancelations Sub category 								
Date 	Cancelation 	Refunds after Return 						
01-Jan-23 	67% 	33% 						

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, December 30, 2022 12:30:02 PM 
Subject: Homebox UAE Dashboard - 29th Dec 

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 	109 			00:01:45 	00:03:13 	00:22:21 		
Emails 	18 	100% 	100% 	00:23:16 	00:46:22 			
Facebook 	34 	61% 	100% 	03:11:00 	02:36:00 			
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 	1 	0 	0 	2 	
Waiting on customer 	12 	1 	1 	1 	0 	0 	15 	
Waiting on 3rd party 	15 	7 	5 	7 	4 	2 	40 	
Pending 	3 	1 	0 	1 	0 	1 	6 	
Grand total 	28 	8 	6 	9 	4 	2 	63 	
								
WhatsApp chats category 								
Date 	Customer Services 	PreSales 	Mattress Related 					
29-Dec-22 	89% 	8% 	3% 					
								
Customer Services category 								
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 	App and Website Issues 				
29-Dec-22 	78% 	14% 	6% 	1% 				
								
Delivery Related Sub category 								
Date 	Delivery Status 	Reschedule Delivery 	Delayed Delivery (HH) 	Delayed Delivery (Furniture) 	Day of Delivery - Status 			
29-Dec-22 	69% 	23% 	5% 	2% 	2% 			
								
Product Complaint Sub category 								
Date 	Complaint within Warranty 							
29-Dec-22 	100% 							
								
Refunds and Cancelations Sub category 								
Date 	Return Request Initiation 	Refund for Other reason 	Cancelation 					
29-Dec-22 	60% 	20% 	20% 					
								
Apps and Website issues Sub category 								
Date 	Other App and Website Issues 							
29-Dec-22 	100% 							

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, December 29, 2022 12:41:19 PM 
Subject: Homebox UAE Dashboard - 28th Dec 

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 	131 			00:03:16 	00:02:23 	00:19:07 		
Emails 	15 	100% 	100% 	00:44:27 	02:26:00 			
Facebook 	26 	62% 	100% 	03:10:00 	02:34:00 			
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 	0 	0 	1 	0 	0 	4 	
Waiting on customer 	12 	3 	1 	1 	0 	0 	17 	
Waiting on 3rd party 	19 	8 	4 	9 	7 	2 	49 	
Pending 	0 	0 	0 	1 	1 	1 	3 	
Grand total 	34 	11 	5 	11 	7 	2 	73 	
								
WhatsApp chats category 								
Date 	Customer Services 	PreSales 	No Answer 					
28-Dec-22 	90% 	9% 	1% 					
								
Customer Services category 								
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 					
28-Dec-22 	72% 	11% 	17% 					
								
Delivery Related Sub category 								
Date 	Delivery Status 	Day of Delivery - Status 	Reschedule Delivery 	Delayed Delivery (HH) 	Damage during delivery 	Delayed Delivery (Furniture) 	Partial Delivery 	
28-Dec-22 	35% 	31% 	23% 	6% 	2% 	2% 	2% 	
								
Product Complaint Sub category 								
Date 	Complaint within Warranty 							
28-Dec-22 	100% 							
								
Refunds and Cancelations Sub category 								
Date 	Cancelation 	Return Request Initiation 	Refunds after Return 	Refund for Other reason 	Delay collection 			
28-Dec-22 	47% 	33% 	7% 	7% 	7% 			

From: Gaurav Yadav <[email-masked]> 
Sent: Wednesday, December 28, 2022 11:04 AM 
To: Murtaza Kutiyanawala <[email-masked]>; Ahmed Zoher <[email-masked]> 
Cc: saurabh <[email-masked]>; syed.ataullah <[email-masked]> 
Subject: Homebox UAE Dashboard - 27th Dec 

CAUTION: External email sender. Use care when clicking on links or opening attachments! 

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 	

94 	

	

00:01:50 	

00:02:17 	

00:17:26 	

	

	

Emails 	

15 	

100% 	

100% 	

00:21:41 	

01:03:00 	

	

	

Facebook 	

18 	

66% 	

100% 	

02:40:00 	

23:06:00 	

	

	

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 	

5 	

0 	

0 	

1 	

0 	

0 	

6 	

	

Waiting on customer 	

10 	

0 	

3 	

1 	

1 	

0 	

15 	

	

Waiting on 3rd party 	

32 	

8 	

8 	

9 	

5 	

6 	

68 	

	

Pending 	

0 	

1 	

0 	

5 	

15 	

4 	

25 	

	

Grand total 	

47 	

8 	

11 	

11 	

6 	

6 	

114 	

	

	

	

	

	

	

WhatsApp chats category 		

	

	

	

	

Date 	

Customer Services 	

PreSales 	

Mattress Related 	

	

	

	

27-Dec-22 	

92% 	

7% 	

1% 	

	

	

	

	

	

	

	

	

Customer Services category 	

	

	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

	

	

	

27-Dec-22 	

71% 	

12% 	

17% 	

	

	

	

	

	

	

	

	

Delivery Related Sub category 	

	

	

	

	

	

Date 	

Delivery Status 	

Reschedule Delivery 	

Delayed Delivery (HH) 	

Day of Delivery - Status 	

Wrong commitments 	

	

	

27-Dec-22 	

48% 	

22% 	

13% 	

13% 	

4% 	

	

	

	

	

	

	

	

Product Complaint Sub category 	

	

	

	

	

	

Date 	

Complaint within Warranty 	

WWD Pending from Workshop 	

Complaint outside Warranty 	

	

	

	

27-Dec-22 	

75% 	

13% 	

13% 	

	

	

	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

	

	

Date 	

Return Request Initiation 	

Cancelation 	

Refunds after Return 	

Delay collection 	

	

	

	

27-Dec-22 	

36% 	

27% 	

18% 	

18% 	

	

	

	

	

	

	

	

From: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] >, "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, December 27, 2022 1:33:17 PM 
Subject: Homebox UAE Dashboard - 26th Dec 

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 	

93 	

	

00:01:01 	

00:02:03 	

00:16:00 	

	

	

Emails 	

18 	

100% 	

100% 	

00:49:40 	

01:42:00 	

	

	

Facebook 	

26 	

54% 	

100% 	

03:46:00 	

03:02:00 	

	

	

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 	

0 	

11 	

	

Waiting on customer 	

20 	

4 	

0 	

2 	

1 	

0 	

27 	

	

Waiting on 3rd party 	

19 	

12 	

9 	

13 	

5 	

8 	

66 	

	

Pending 	

0 	

1 	

4 	

11 	

2 	

3 	

21 	

	

Grand total 	

49 	

16 	

10 	

15 	

6 	

8 	

125 	

	

	

	

	

	

	

WhatsApp chats category 		

	

	

	

	

Date 	

Customer Services 	

PreSales 	

	

	

	

	

26-Dec-22 	

92% 	

8% 	

	

	

	

	

	

	

	

	

	

Customer Services category 	

	

	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

	

	

	

26-Dec-22 	

71% 	

14% 	

15% 	

	

	

	

	

	

	

	

	

Delivery Related Sub category 	

	

	

	

	

	

Date 	

Delivery Status 	

Reschedule Delivery 	

Delayed Delivery (Furniture) 	

Day of Delivery - Status 	

Delayed Delivery (HH) 	

Damage during delivery 	

Fresh fixing pending 	

Missing items\parts 	

Partial Delivery 

26-Dec-22 	

69% 	

14% 	

4% 	

4% 	

2% 	

2% 	

2% 	

2% 	

2% 

	

	

	

	

	

	

Product Complaint Sub category 	

	

	

	

	

	

Date 	

Complaint within Warranty 	

	

	

	

	

26-Dec-22 	

100% 	

	

	

	

	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

	

	

Date 	

Return Request Initiation 	

Cancelation 	

Refunds after Return 	

Delay collection 	

	

	

	

26-Dec-22 	

45% 	

36% 	

9% 	

9% 	

	

	

	

	

	

	

	

From: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] >, "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, December 26, 2022 12:33:27 PM 
Subject: Homebox UAE Dashboard - 25th Dec 

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 	

44 	

	

00:01:01 	

00:01:39 	

00:15:35 	

	

Emails 	

18 	

100% 	

100% 	

00:51:03 	

01:06:00 	

	

Facebook 	

36 	

62% 	

100% 	

02:48:00 	

02:57:00 	

	

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 	

1 	

1 	

1 	

1 	

0 	

10 

Waiting on customer 	

24 	

2 	

0 	

1 	

1 	

0 	

28 

Waiting on 3rd party 	

21 	

11 	

8 	

10 	

8 	

4 	

62 

Pending 	

2 	

0 	

5 	

19 	

2 	

2 	

30 

Grand total 	

51 	

14 	

9 	

12 	

10 	

4 	

130 

	

	

	

	

	

WhatsApp chats category 		

	

	

	

Date 	

Customer Services 	

PreSales 	

	

	

	

25-Dec-22 	

86% 	

14% 	

	

	

	

	

	

	

	

Customer Services category 	

	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

	

	

25-Dec-22 	

60% 	

23% 	

17% 	

	

	

	

	

	

	

Delivery Related Sub category 	

	

	

	

	

Date 	

Delivery Status 	

Reschedule Delivery 	

Partial Delivery 	

	

	

25-Dec-22 	

61% 	

33% 	

6% 	

	

	

	

	

	

	

Product Complaint Sub category 	

	

	

	

	

Date 	

Complaint within Warranty 	

	

	

	

25-Dec-22 	

100% 	

	

	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

	

Date 	

Return Request Initiation 	

Refunds after Return 	

Delay collection 	

	

	

25-Dec-22 	

60% 	

20% 	

20% 	

	

	

	

	

	

From: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] >, "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday, December 23, 2022 12:27:01 PM 
Subject: Homebox UAE Dashboard - 22nd Dec 

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 	

104 	

	

00:01:27 	

00:02:18 	

00:20:21 	

	

Emails 	

19 	

100% 	

100% 	

00:45:05 	

00:57:20 	

	

	

Facebook 	

20 	

48% 	

100% 	

03:46:00 	

03:42:00 	

	

	

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 	

1 	

1 	

1 	

0 	

0 	

11 	

	

Waiting on customer 	

15 	

2 	

1 	

1 	

0 	

1 	

20 	

	

Waiting on 3rd party 	

23 	

10 	

6 	

8 	

5 	

2 	

54 	

	

Pending 	

4 	

0 	

9 	

9 	

2 	

4 	

28 	

	

Grand total 	

46 	

13 	

8 	

10 	

5 	

3 	

113 	

	

	

	

	

	

	

WhatsApp chats category 		

	

	

	

	

Date 	

Customer Services 	

PreSales 	

	

	

	

22-Dec-22 	

95% 	

5% 	

	

	

	

	

	

	

	

	

Customer Services category 	

	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

	

	

	

22-Dec-22 	

78% 	

8% 	

14% 	

	

	

	

	

	

	

	

	

Delivery Related Sub category 	

	

	

	

	

Date 	

Delivery Status 	

Reschedule Delivery 	

Day of Delivery - Status 	

Delayed Delivery (HH) 	

Delayed Delivery (Furniture) 	

Fresh fixing pending 	

Damage during delivery 	

	

22-Dec-22 	

51% 	

16% 	

13% 	

13% 	

3% 	

2% 	

2% 	

	

	

	

	

	

	

Product Complaint Sub category 	

	

	

	

	

Date 	

Complaint within Warranty 	

WWD Pending from Workshop 	

	

	

	

22-Dec-22 	

83% 	

17% 	

	

	

	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

	

Date 	

Return Request Initiation 	

Cancelation 	

Refunds after Return 	

Product issue 	

Delay collection 	

Refund for Other reason 	

	

22-Dec-22 	

27% 	

27% 	

18% 	

9% 	

9% 	

9% 	

	

	

	

	

	

From: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] >, "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, December 22, 2022 1:07:46 PM 
Subject: Homebox UAE Dashboard - 21st Dec 

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 	

100 	

	

00:01:27 	

00:02:00 	

00:18:16 	

	

Emails 	

22 	

100% 	

100% 	

00:30:28 	

00:47:03 	

	

	

Facebook 	

28 	

91% 	

100% 	

08:18:00 	

07:39:00 	

	

	

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 	

17 	

1 	

1 	

4 	

0 	

0 	

23 	

	

Waiting on customer 	

14 	

1 	

1 	

1 	

2 	

0 	

19 	

	

Waiting on 3rd party 	

21 	

15 	

3 	

11 	

6 	

5 	

61 	

	

Pending 	

2 	

0 	

16 	

0 	

1 	

2 	

21 	

	

Grand total 	

52 	

17 	

5 	

16 	

8 	

5 	

124 	

	

	

	

	

	

	

WhatsApp chats category 		

	

	

	

	

Date 	

Customer Services 	

PreSales 	

	

	

	

21-Dec-22 	

94% 	

6% 	

	

	

	

	

	

	

	

	

Customer Services category 	

	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

App and Website Issues 	

	

	

21-Dec-22 	

81% 	

12% 	

5% 	

1% 	

	

	

	

	

	

	

	

Delivery Related Sub category 	

	

	

	

	

Date 	

Delivery Status 	

Reschedule Delivery 	

Delayed Delivery (HH) 	

Day of Delivery - Status 	

Fresh fixing pending 	

Missing items\parts 	

	

21-Dec-22 	

64% 	

17% 	

10% 	

5% 	

2% 	

2% 	

	

	

	

	

	

	

Product Complaint Sub category 	

	

	

	

	

Date 	

Complaint within Warranty 	

	

	

	

	

21-Dec-22 	

100% 	

	

	

	

	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

	

Date 	

Return Request Initiation 	

Cancelation 	

	

	

	

21-Dec-22 	

50% 	

50% 	

	

	

	

	

	

	

	

	

App and Website Issues Sub category 	

	

	

	

	

Date 	

Other App and Website Issues 	

	

	

	

	

21-Dec-22 	

100% 	

	

	

	

	

	

	

	

	

From: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] >, "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, December 21, 2022 1:40:48 PM 
Subject: Homebox UAE Dashboard - 20th Dec 

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 	

107 	

	

00:01:45 	

00:02:01 	

00:19:40 	

	

Emails 	

12 	

100% 	

100% 	

01:12:00 	

01:51:00 	

	

	

Facebook 	

21 	

54% 	

96% 	

03:42:00 	

03:17:00 	

	

	

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 	

1 	

0 	

2 	

2 	

0 	

15 	

	

Waiting on customer 	

9 	

0 	

2 	

1 	

2 	

0 	

14 	

	

Waiting on 3rd party 	

20 	

11 	

7 	

13 	

1 	

2 	

54 	

	

Pending 	

1 	

9 	

7 	

0 	

1 	

3 	

21 	

	

Grand total 	

39 	

12 	

9 	

16 	

5 	

2 	

104 	

	

	

	

	

	

	

WhatsApp chats category 		

	

	

	

	

Date 	

Customer Services 	

PreSales 	

	

	

	

20-Dec-22 	

95% 	

5% 	

	

	

	

	

	

	

	

	

Customer Services category 	

	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

	

	

	

20-Dec-22 	

69% 	

24% 	

7% 	

	

	

	

	

	

	

	

	

Delivery Related Sub category 	

	

	

	

	

Date 	

Delivery Status 	

Reschedule Delivery 	

Delayed Delivery (HH) 	

Delayed Delivery (Furniture) 	

Damage during delivery 	

Day of Delivery - Status 	

Wrong commitments 	

	

20-Dec-22 	

63% 	

16% 	

11% 	

5% 	

2% 	

2% 	

2% 	

	

	

	

	

	

	

Product Complaint Sub category 	

	

	

	

	

Date 	

Complaint within Warranty 	

	

	

	

	

20-Dec-22 	

100% 	

	

	

	

	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

	

Date 	

Return Request Initiation 	

Refunds after Return 	

Refund for Other reason 	

Cancelation 	

	

	

20-Dec-22 	

50% 	

17% 	

17% 	

17% 	

	

	

	

	

	

	

From: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] >, "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, December 20, 2022 8:15:46 PM 
Subject: Homebox UAE Dashboard - 19th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. I have also attached the export 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 	

111 	

	

00:01:27 	

00:01:27 	

00:16:32 	

	

Emails 	

13 	

100% 	

100% 	

02:15:00 	

03:08:00 	

	

Facebook 	

27 	

57% 	

100% 	

04:34:00 	

03:51:00 	

	

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 	

1 	

1 	

2 	

1 	

1 	

12 

Waiting on customer 	

12 	

0 	

1 	

0 	

2 	

0 	

15 

Waiting on 3rd party 	

32 	

7 	

10 	

12 	

2 	

1 	

64 

Pending 	

0 	

16 	

0 	

0 	

0 	

3 	

19 

Grand total 	

50 	

8 	

12 	

14 	

5 	

2 	

110 

	

	

	

	

	

WhatsApp chats category 		

	

	

	

Date 	

Customer Services 	

PreSales 	

	

	

	

19-Dec-22 	

94% 	

6% 	

	

	

	

	

	

	

	

Customer Services category 	

	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

	

	

19-Dec-22 	

73% 	

15% 	

13% 	

	

	

	

	

	

	

Delivery Related Sub category 	

	

	

	

	

Date 	

Delivery Status 	

Delayed Delivery (HH) 	

Day of Delivery - Status 	

Reschedule Delivery 	

Partial Delivery 	

Delayed Delivery (Furniture) 	

Missing items\parts 

19-Dec-22 	

63% 	

20% 	

6% 	

5% 	

3% 	

2% 	

2% 

	

	

	

	

	

Product Complaint Sub category 	

	

	

	

	

Date 	

Complaint within Warranty 	

	

	

	

19-Dec-22 	

100% 	

	

	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

	

Date 	

Refunds after Return 	

Return Request Initiation 	

Delay collection 	

Refund for Other reason 	

	

	

19-Dec-22 	

36% 	

36% 	

18% 	

9% 	

	

	

	

	

	

From: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] >, "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, December 19, 2022 1:18:05 PM 
Subject: Homebox UAE Dashboard - 18th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

	

	

Homebox UAE 		

	

	

	

	

	

	

	

	

	

	

	

	

Channel 	

Volume 	

SLA 1st Resp Time (%age) 	

SLA Resolution Time (% age) 	

	

	

	

Whatsapp 	

81 	

00:00:57 	

00:14:53 	

	

	

	

Emails 	

12 	

100% 	

100% 	

	

	

	

Facebook 	

29 	

59% 	

100% 	

	

	

	

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 	

1 	

1 	

3 	

3 	

13 	

	

Waiting on customer 	

20 	

4 	

1 	

0 	

1 	

0 	

26 	

	

Waiting on 3rd party 	

14 	

10 	

15 	

13 	

5 	

1 	

58 	

	

Grand total 	

38 	

15 	

17 	

14 	

9 	

4 	

97 	

	

	

	

	

	

	

WhatsApp chats category 		

	

	

	

	

Date 	

Customer Services 	

PreSales 	

	

	

	

	

18-Dec-22 	

94% 	

6% 	

	

	

	

	

	

	

	

	

	

Customer Services category 	

	

	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

	

	

	

18-Dec-22 	

64% 	

24% 	

12% 	

	

	

	

	

	

	

	

	

Delivery Related Sub category 	

	

	

	

	

	

Date 	

Delivery Status 	

Reschedule Delivery 	

Day of Delivery - Status 	

Delayed Delivery (HH) 	

Delayed Delivery (Furniture) 	

Damage during delivery 	

Partial Delivery 	

Missing items\parts 	

	

18-Dec-22 	

55% 	

19% 	

11% 	

4% 	

4% 	

2% 	

2% 	

2% 	

	

	

	

	

	

	

Product Complaint Sub category 	

	

	

	

	

	

Date 	

Complaint within Warranty 	

	

	

	

	

18-Dec-22 	

100% 	

	

	

	

	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

	

	

Date 	

Refunds after Return 	

Cancelation 	

Return Request Initiation 	

Refund for Other reason 	

	

	

	

18-Dec-22 	

33% 	

33% 	

22% 	

11% 	

	

	

	

	

	

	

	

From: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] >, "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday, December 16, 2022 12:09:03 PM 
Subject: Homebox UAE Dashboard - 15th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

	

	

Homebox UAE 		

	

	

	

	

	

	

	

	

	

	

	

	

Channel 	

Volume 	

SLA 1st Resp Time (%age) 	

SLA Resolution Time (% age) 	

	

	

	

Whatsapp 	

133 	

00:04:11 	

00:26:02 	

	

	

	

Emails 	

19 	

100% 	

100% 	

	

	

	

Facebook 	

29 	

66% 	

100% 	

	

	

	

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 	

2 	

2 	

1 	

1 	

0 	

0 	

6 	

	

Waiting on customer 	

21 	

4 	

0 	

1 	

0 	

0 	

26 	

	

Waiting on 3rd party 	

35 	

13 	

8 	

12 	

5 	

3 	

76 	

	

Grand total 	

58 	

19 	

9 	

14 	

5 	

3 	

108 	

	

	

	

	

	

	

WhatsApp chats category 		

	

	

	

	

Date 	

Customer Services 	

Pre Sales 	

No Answer 	

	

	

	

15-Dec-22 	

89% 	

8% 	

3% 	

	

	

	

	

	

	

	

	

Customer Services category 	

	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

App and Website Issues 	

	

	

15-Dec-22 	

71% 	

12% 	

16% 	

1% 	

	

	

	

	

	

	

	

Delivery Related Sub category 	

	

	

	

	

Date 	

Delivery Status 	

Day of Delivery - Status 	

Reschedule Delivery 	

Delayed Delivery (HH) 	

Delayed Delivery (Furniture) 	

Partial Delivery 	

Missing items\parts 	

	

15-Dec-22 	

78% 	

9% 	

5% 	

4% 	

1% 	

1% 	

1% 	

	

	

	

	

	

	

Product Complaint Sub category 	

	

	

	

	

Date 	

Complaint within Warranty 	

	

	

	

	

15-Dec-22 	

100% 	

	

	

	

	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

	

Date 	

Return Request Initiation 	

Cancelation 	

Refund for Other reason 	

Refunds after Return 	

	

	

15-Dec-22 	

47% 	

24% 	

18% 	

12% 	

	

	

	

	

	

	

	

App and Website Issues Sub category 	

	

	

	

	

Date 	

Other App and Website Issues 	

	

	

	

	

15-Dec-22 	

100% 	

	

	

	

	

	

	

	

	

From: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] >, "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, December 15, 2022 12:36:32 PM 
Subject: Homebox UAE Dashboard - 14th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

	

	

Homebox UAE 		

	

	

	

	

	

	

	

	

	

Channel 	

Volume 	

SLA 1st Resp Time (%age) 	

SLA Resolution Time (% age) 	

	

	

Whatsapp 	

102 	

00:02:01 	

00:21:12 	

	

	

Emails 	

21 	

100% 	

100% 	

	

	

Facebook 	

12 	

47% 	

100% 	

	

	

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 	

0 	

0 	

0 	

0 	

0 	

3 

Waiting on customer 	

28 	

2 	

0 	

1 	

1 	

1 	

33 

Waiting on 3rd party 	

38 	

12 	

12 	

12 	

5 	

1 	

80 

Grand total 	

69 	

14 	

12 	

13 	

6 	

2 	

116 

	

	

	

	

	

WhatsApp chats category 		

	

	

	

Date 	

Customer Services 	

Pre Sales 	

No Answer 	

	

	

14-Dec-22 	

88% 	

10% 	

2% 	

	

	

	

	

	

	

Customer Services category 	

	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

App and Website Issues 	

	

	

14-Dec-22 	

65% 	

18% 	

16% 	

1% 	

	

	

	

	

	

	

Delivery Related Sub category 	

	

	

	

	

Date 	

Delivery Status 	

Delayed Delivery (HH) 	

Reschedule Delivery 	

Damage during delivery 	

Delayed Delivery (Furniture) 	

	

14-Dec-22 	

67% 	

13% 	

8% 	

6% 	

6% 	

	

	

	

	

	

Product Complaint Sub category 	

	

	

	

	

Date 	

Complaint within Warranty 	

	

	

	

14-Dec-22 	

100% 	

	

	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

	

Date 	

Return Request Initiation 	

Refunds after Return 	

Delay collection 	

Refund for Other reason 	

	

	

14-Dec-22 	

54% 	

31% 	

8% 	

8% 	

	

	

	

	

	

	

App and Website Issues Sub category 	

	

	

	

	

Date 	

Other App and Website Issues 	

	

	

	

14-Dec-22 	

100% 	

	

	

	

	

	

	

From: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] >, "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, December 14, 2022 12:45:14 PM 
Subject: Homebox UAE Dashboard - 13th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

	

	

Homebox UAE 		

	

	

	

	

	

	

	

	

	

	

	

	

Channel 	

Volume 	

SLA 1st Resp Time (%age) 	

SLA Resolution Time (% age) 	

	

	

	

Whatsapp 	

85 	

00:02:52 	

00:20:21 	

	

	

	

Emails 	

8 	

100% 	

100% 	

	

	

	

Facebook 	

16 	

14% 	

100% 	

	

	

	

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 	

5 	

0 	

1 	

2 	

1 	

2 	

11 	

	

Waiting on customer 	

13 	

0 	

0 	

1 	

0 	

0 	

14 	

	

Waiting on 3rd party 	

18 	

10 	

9 	

10 	

6 	

4 	

57 	

	

Grand total 	

36 	

10 	

10 	

13 	

7 	

6 	

82 	

	

	

	

	

	

	

WhatsApp chats category 		

	

	

	

	

Date 	

Customer Services 	

Pre Sales 	

No Answer 	

	

	

	

13-Dec-22 	

84% 	

14% 	

1% 	

	

	

	

	

	

	

	

	

Customer Services category 	

	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

App and Website Issues 	

	

	

13-Dec-22 	

72% 	

12% 	

14% 	

2% 	

	

	

	

	

	

	

	

Delivery Related Sub category 	

	

	

	

	

Date 	

Delivery Status 	

Delayed Delivery (HH) 	

Reschedule Delivery 	

Delayed Delivery (Furniture) 	

Day of Delivery - Status 	

Missing items\parts 	

	

13-Dec-22 	

66% 	

15% 	

9% 	

4% 	

4% 	

2% 	

	

	

	

	

	

	

Product Complaint Sub category 	

	

	

	

	

Date 	

Complaint within Warranty 	

	

	

	

	

13-Dec-22 	

100% 	

	

	

	

	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

	

Date 	

Cancelation 	

Refund for Other reason 	

Refunds after Return 	

Return Request Initiation 	

	

	

13-Dec-22 	

33% 	

22% 	

22% 	

22% 	

	

	

	

	

	

	

	

App and Website Issues Sub category 	

	

	

	

	

Date 	

Other App and Website Issues 	

	

	

	

	

13-Dec-22 	

100% 	

	

	

	

	

	

	

	

	

From: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] >, "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, December 13, 2022 8:35:47 PM 
Subject: Homebox UAE Dashboard - 12th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

	

	

Homebox UAE 		

	

	

	

	

	

	

		

	

	

	

	

Channel 	

Volume 	

SLA 1st Resp Time (%age) 	

SLA Resolution Time (% age) 	

	

	

	

Whatsapp 	

131 	

00:01:16 	

00:20:07 	

	

	

	

Emails 	

25 	

100% 	

100% 	

	

	

	

Facebook 	

22 	

46% 	

96% 	

	

	

	

Instagram 	

	

	

	

	

Twitter 	

	

	

	

	

	

	

	

	

	

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 	

2 	

0 	

1 	

8 	

	

Waiting on customer 	

10 	

0 	

1 	

1 	

0 	

0 	

12 	

	

Waiting on 3rd party 	

23 	

13 	

8 	

10 	

6 	

3 	

63 	

	

Grand total 	

37 	

14 	

9 	

13 	

6 	

4 	

83 	

	

	

	

	

	

	

WhatsApp chats category 		

	

	

	

	

Date 	

Customer Services 	

Pre Sales 	

No Answer 	

	

	

	

12-Dec-22 	

92% 	

6% 	

2% 	

	

	

	

	

	

	

	

	

Customer Services category 	

	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

	

	

	

12-Dec-22 	

72% 	

8% 	

20% 	

	

	

	

	

	

	

	

	

Delivery Related Sub category 	

	

	

	

	

Date 	

Delivery Status 	

Reschedule Delivery 	

Delayed Delivery (HH) 	

Partial Delivery 	

Day of Delivery - Status 	

Damage during delivery 	

Delayed Delivery (Furniture) 	

Wrong commitments 

12-Dec-22 	

53% 	

18% 	

9% 	

8% 	

8% 	

1% 	

1% 	

1% 

	

	

	

	

	

Product Complaint Sub category 	

	

	

	

	

Date 	

Complaint within Warranty 	

	

	

	

	

12-Dec-22 	

100% 	

	

	

	

	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

	

Date 	

Return Request Initiation 	

Refund for Other reason 	

Cancelation 	

Refunds after Return 	

Delay collection 	

	

	

12-Dec-22 	

52% 	

24% 	

14% 	

5% 	

5% 	

	

	

	

	

	

	

From: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] >, "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday, December 9, 2022 1:25:38 PM 
Subject: Homebox UAE Dashboard - 8th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

	

	

Homebox UAE 		

		

	

	

	

	

	

Tickets 	

	

	

	

	

Tickets 	

First response time (average) 	

	

	

	

Emails 	

31 	

01:35:57 	

	

	

	

Whatsapp open 	

28 	

11:14:56 	

	

	

	

Whatsapp resolved 	

93 	

	

	

	

Facebook 	

30 	

07:37:14 	

	

	

	

Instagram 	

1 	

	

	

	

	

	

	

	

Chats 	

	

	

	

	

Date 	

Assigned conversation 	

Resolved conversation 	

First Response time(average) 	

	

	

08-Dec-22 	

150 	

154 	

00:02:25 	

	

	

	

	

	

	

Ageing Tickets 	

	

	

	

	

Tickets 	

0-2 Days 	

3-4 Days 	

5-6 Days 	

7-10 Days 	

11-15 Days 	

15+ Days 	

Grand total 

Emails 	

20 	

10 	

2 	

3 	

2 	

2 	

39 

Facebook 	

10 	

1 	

0 	

0 	

0 	

0 	

11 

WhatsApp 	

23 	

18 	

8 	

4 	

9 	

2 	

64 

Grand total 	

53 	

29 	

10 	

7 	

11 	

4 	

114 

	

	

	

	

	

WhatsApp chats category 		

	

	

	

Date 	

Customer Services 	

Pre Sales 	

No Answer 	

	

	

08-Dec-22 	

93% 	

4% 	

3% 	

	

	

	

	

	

	

Customer Services category 	

	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

App and Website Issues 	

	

	

08-Dec-22 	

70% 	

12% 	

17% 	

2% 	

	

	

	

	

	

	

Delivery Related Sub category 	

	

	

	

	

Date 	

Delivery Status 	

Reschedule Delivery 	

Day of Delivery - Status 	

Delayed Delivery (HH) 	

Fresh fixing pending 	

Partial Delivery 	

Wrong commitments 

08-Dec-22 	

62% 	

21% 	

9% 	

5% 	

1% 	

1% 	

1% 

	

	

	

	

	

Product Complaint Sub category 	

	

	

	

	

Date 	

Complaint within Warranty 	

Complaint outside Warranty 	

	

	

	

08-Dec-22 	

92% 	

8% 	

	

	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

	

Date 	

Return Request Initiation 	

Cancelation 	

Refunds after Return 	

Return item not received 	

Refund for Other reason 	

	

08-Dec-22 	

63% 	

21% 	

5% 	

5% 	

5% 	

	

	

	

	

	

App and Website Issues Sub category 	

	

	

	

	

Date 	

Other App and Website Issues 	

	

	

	

08-Dec-22 	

100% 	

	

	

	

	

	

	

From: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] >, "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, December 8, 2022 12:18:56 PM 
Subject: Homebox UAE Dashboard - 7th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

	

	

Homebox UAE 		

		

	

	

	

	

	

Tickets 	

	

	

	

	

Tickets 	

First response time (average) 	

	

	

	

Emails 	

40 	

02:24:44 	

	

	

	

Whatsapp open 	

29 	

03:41:32 	

	

	

	

Whatsapp resolved 	

95 	

	

	

	

Facebook 	

43 	

07:05:53 	

	

	

	

Instagram 	

0 	

	

	

	

	

	

	

	

Chats 	

	

	

	

	

Date 	

Assigned conversation 	

Resolved conversation 	

First Response time(average) 	

	

	

07-Dec-22 	

152 	

156 	

00:02:13 	

	

	

	

	

	

	

Ageing Tickets 	

	

	

	

	

Tickets 	

0-2 Days 	

3-4 Days 	

5-6 Days 	

7-10 Days 	

11-15 Days 	

15+ Days 	

Grand total 

Emails 	

23 	

3 	

5 	

2 	

0 	

1 	

34 

Facebook 	

11 	

2 	

1 	

0 	

0 	

0 	

14 

WhatsApp 	

36 	

16 	

7 	

9 	

10 	

1 	

79 

Grand total 	

70 	

21 	

13 	

11 	

10 	

2 	

127 

	

	

	

	

	

WhatsApp chats category 		

	

	

	

Date 	

Customer Services 	

Pre Sales 	

No Answer 	

	

	

07-Dec-22 	

85% 	

14% 	

1% 	

	

	

	

	

	

	

Customer Services category 	

	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

	

	

07-Dec-22 	

77% 	

5% 	

18% 	

	

	

	

	

	

	

Delivery Related Sub category 	

	

	

	

	

Date 	

Delivery Status 	

Reschedule Delivery 	

Delayed Delivery (HH) 	

Day of Delivery - Status 	

Delayed Delivery (Furniture) 	

Partial Delivery 	

Missing items\parts 

07-Dec-22 	

45% 	

23% 	

14% 	

10% 	

4% 	

3% 	

3% 

	

	

	

	

	

Product Complaint Sub category 	

	

	

	

	

Date 	

Complaint within Warranty 	

	

	

	

07-Dec-22 	

100% 	

	

	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

	

Date 	

Return Request Initiation 	

Cancelation 	

Refunds after Return 	

Refund for Other reason 	

Return item not received 	

Delay collection 	

	

07-Dec-22 	

47% 	

21% 	

11% 	

11% 	

5% 	

5% 	

	

	

	

	

From: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] >, "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, December 7, 2022 2:12:19 PM 
Subject: Homebox UAE Dashboard - 6th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

	

	

Homebox UAE 		

		

	

	

	

	

	

Tickets 	

	

	

	

	

Tickets 	

First response time (average) 	

	

	

	

Emails 	

44 	

02:21:22 	

	

	

	

Whatsapp open 	

50 	

06:38:04 	

	

	

	

Whatsapp resolved 	

108 	

	

	

	

Facebook 	

58 	

08:08:03 	

	

	

	

Instagram 	

0 	

	

	

	

	

	

	

	

Chats 	

	

	

	

	

Date 	

Assigned conversation 	

Resolved conversation 	

First Response time(average) 	

	

	

06-Dec-22 	

196 	

188 	

00:02:24 	

	

	

	

	

	

	

Ageing Tickets 	

	

	

	

	

Tickets 	

0-2 Days 	

3-4 Days 	

5-6 Days 	

7-10 Days 	

11-15 Days 	

15+ Days 	

Grand total 

Emails 	

25 	

6 	

2 	

5 	

0 	

0 	

38 

Facebook 	

27 	

2 	

1 	

0 	

0 	

0 	

30 

WhatsApp 	

51 	

17 	

7 	

10 	

9 	

1 	

95 

Grand total 	

103 	

25 	

10 	

15 	

9 	

1 	

163 

	

	

	

	

	

WhatsApp chats category 		

	

	

	

Date 	

Customer Services 	

Pre Sales 	

No Answer 	

	

	

06-Dec-22 	

89% 	

7% 	

4% 	

	

	

	

	

	

	

Customer Services category 	

	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

App and Website Issues 	

	

	

06-Dec-22 	

67% 	

15% 	

16% 	

1% 	

	

	

	

	

	

	

Delivery Related Sub category 	

	

	

	

	

Date 	

Delivery Status 	

Reschedule Delivery 	

Delayed Delivery (HH) 	

Day of Delivery - Status 	

Delayed Delivery (Furniture) 	

Wrong commitments 	

Missing items\parts 

06-Dec-22 	

54% 	

16% 	

13% 	

13% 	

2% 	

1% 	

1% 

	

	

	

	

	

Product Complaint Sub category 	

	

	

	

	

Date 	

Complaint within Warranty 	

	

	

	

06-Dec-22 	

100% 	

	

	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

	

Date 	

Return Request Initiation 	

Cancelation 	

Refund for Other reason 	

Refunds after Return 	

Delay collection 	

	

06-Dec-22 	

39% 	

26% 	

17% 	

9% 	

9% 	

	

	

	

	

	

App and Website Issues Sub category 	

	

	

	

	

Date 	

Other App and Website Issues 	

	

	

	

06-Dec-22 	

100% 	

	

	

	

	

	

	

From: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] >, "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, December 6, 2022 4:02:30 PM 
Subject: Homebox UAE Dashboard - 5th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

	

	

Homebox UAE 		

		

	

	

	

	

	

	

	

Tickets 	

	

	

	

	

	

Tickets 	

First response time (average) 	

	

	

	

	

Emails 	

39 	

01:22:18 	

	

	

	

	

Whatsapp open 	

38 	

06:48:50 	

	

	

	

	

Whatsapp resolved 	

97 	

	

	

	

	

Facebook 	

44 	

05:49:54 	

	

	

	

	

Instagram 	

0 	

	

	

	

	

	

	

	

	

	

Chats 	

	

	

	

	

	

Date 	

Assigned conversation 	

Resolved conversation 	

First Response time(average) 	

	

	

	

05-Dec-22 	

159 	

163 	

00:01:34 	

	

	

	

	

	

	

	

	

Ageing Tickets 	

	

	

	

	

	

Tickets 	

0-2 Days 	

3-4 Days 	

5-6 Days 	

7-10 Days 	

11-15 Days 	

15+ Days 	

Grand total 	

	

Emails 	

15 	

7 	

1 	

4 	

2 	

0 	

29 	

	

Facebook 	

16 	

1 	

1 	

0 	

0 	

0 	

18 	

	

WhatsApp 	

40 	

18 	

8 	

13 	

4 	

1 	

84 	

	

Grand total 	

71 	

26 	

10 	

17 	

6 	

1 	

131 	

	

	

	

	

	

	

WhatsApp chats category 		

	

	

	

	

Date 	

Customer Services 	

Pre Sales 	

Mattress Related 	

No Answer 	

	

	

	

05-Dec-22 	

90% 	

8% 	

1% 	

1% 	

	

	

	

	

	

	

	

	

Customer Services category 	

	

	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

App and Website Issues 	

	

	

	

05-Dec-22 	

78% 	

3% 	

18% 	

1% 	

	

	

	

	

	

	

	

	

Delivery Related Sub category 	

	

	

	

	

	

Date 	

Delivery Status 	

Delayed Delivery (HH) 	

Reschedule Delivery 	

Day of Delivery - Status 	

Missing items\parts 	

Damage during delivery 	

Partial Delivery 	

Delayed Delivery (Furniture) 	

Wrong commitments 

05-Dec-22 	

59% 	

13% 	

12% 	

6% 	

4% 	

2% 	

1% 	

1% 	

1% 

	

	

	

	

	

	

Product Complaint Sub category 	

	

	

	

	

	

Date 	

Complaint within Warranty 	

	

	

	

	

05-Dec-22 	

100% 	

	

	

	

	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

	

	

Date 	

Return Request Initiation 	

Cancelation 	

Refunds after Return 	

Delay collection 	

Refund for Other reason 	

	

	

05-Dec-22 	

59% 	

23% 	

9% 	

5% 	

5% 	

	

	

	

	

	

	

	

App and Website Issues Sub category 	

	

	

	

	

	

Date 	

Other App and Website Issues 	

	

	

	

	

05-Dec-22 	

100% 	

	

	

	

	

	

	

	

	

From: Gaurav Yadav < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 05 December 2022 7:01 PM 
To: Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] >; Ahmed Zoher < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Yahia Taha < [ mailto:[email-masked] | [email-masked] ] >; hasan razakhan < [ mailto:[email-masked] | [email-masked] ] >; Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >; Syed Ataullah < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Homebox UAE Dashboard - 4th Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

	

	

Homebox UAE 		

		

	

	

	

	

	

	

Tickets 	

	

	

	

	

Tickets 	

First response time (average) 	

	

	

	

Emails 	

27 	

01:56:04 	

	

	

	

Whatsapp open 	

29 	

02:51:56 	

	

	

	

Whatsapp resolved 	

80 	

	

	

	

	

Facebook 	

30 	

05:40:37 	

	

	

	

Instagram 	

0 	

	

	

	

	

	

	

	

	

	

Chats 	

	

	

	

	

Date 	

Assigned conversation 	

Resolved conversation 	

First Response time(average) 	

	

	

	

04-Dec-22 	

132 	

127 	

00:01:35 	

	

	

	

	

	

	

	

	

Ageing Tickets 	

	

	

	

	

Tickets 	

0-2 Days 	

3-4 Days 	

5-6 Days 	

7-10 Days 	

11-15 Days 	

15+ Days 	

Grand total 	

	

Emails 	

13 	

3 	

3 	

4 	

1 	

1 	

25 	

	

Facebook 	

6 	

1 	

0 	

0 	

0 	

0 	

7 	

	

WhatsApp 	

30 	

14 	

7 	

13 	

3 	

1 	

68 	

	

Grand total 	

49 	

18 	

10 	

17 	

4 	

2 	

100 	

	

	

	

	

	

	

WhatsApp chats category 		

	

	

	

	

Date 	

Customer Services 	

Pre Sales 	

Live Sales 	

	

	

	

04-Dec-22 	

91% 	

8% 	

1% 	

	

	

	

	

	

	

	

	

Customer Services category 	

	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

App and Website Issues 	

	

	

04-Dec-22 	

71% 	

16% 	

11% 	

2% 	

	

	

	

	

	

	

	

Delivery Related Sub category 	

	

	

	

	

Date 	

Delivery Status 	

Reschedule Delivery 	

Delayed Delivery (HH) 	

Partial Delivery 	

Day of Delivery - Status 	

Delayed Delivery (Furniture) 	

Wrong commitments 	

Missing items\parts 

04-Dec-22 	

51% 	

19% 	

10% 	

9% 	

7% 	

1% 	

1% 	

1% 

	

	

	

	

	

Product Complaint Sub category 	

	

	

	

	

Date 	

Complaint within Warranty 	

Complaint outside Warranty 	

	

	

	

04-Dec-22 	

94% 	

6% 	

	

	

	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

	

Date 	

Return Request Initiation 	

Cancelation 	

Refunds after Return 	

Refund for Other reason 	

	

	

04-Dec-22 	

64% 	

18% 	

9% 	

9% 	

	

	

	

	

	

	

	

App and Website Issues Sub category 	

	

	

	

	

Date 	

Other App and Website Issues 	

	

	

	

	

04-Dec-22 	

100% 	

	

	

	

From: "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] >, "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "yahia taha" < [ mailto:[email-masked] | [email-masked] ] >, "hasan razakhan" < [ mailto:[email-masked] | [email-masked] ] >, "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday, December 2, 2022 10:26:27 PM 
Subject: Homebox UAE Dashboard - 1st Dec 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

	

	

Homebox UAE 		

		

	

	

	

	

	

Tickets 	

	

	

	

	

Tickets 	

First response time (average) 	

	

	

	

Emails 	

30 	

00:43:04 	

	

	

	

Whatsapp open 	

30 	

14:55:20 	

	

	

	

Whatsapp resolved 	

80 	

	

	

	

Facebook 	

37 	

07:48:51 	

	

	

	

Instagram 	

0 	

	

	

	

	

	

	

	

Chats 	

	

	

	

	

Date 	

Assigned conversation 	

Resolved conversation 	

First Response time(average) 	

	

	

01-Dec-22 	

125 	

127 	

00:02:38 	

	

	

	

	

	

	

Ageing Tickets 	

	

	

	

	

Tickets 	

0-2 Days 	

3-4 Days 	

5-6 Days 	

7-10 Days 	

11-15 Days 	

15+ Days 	

Grand total 

Emails 	

22 	

6 	

1 	

1 	

0 	

0 	

30 

Facebook 	

20 	

0 	

0 	

0 	

0 	

0 	

20 

WhatsApp 	

47 	

13 	

12 	

11 	

1 	

1 	

85 

Grand total 	

89 	

19 	

13 	

12 	

1 	

1 	

135 

	

	

	

	

	

WhatsApp chats category 		

	

	

	

Date 	

Customer Services 	

PreSales 	

No Answer 	

	

	

01-Dec-22 	

88% 	

7% 	

5% 	

	

	

	

	

	

	

Customer Services category 	

	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

App and Website Issues 	

	

	

01-Dec-22 	

75% 	

7% 	

16% 	

1% 	

	

	

	

	

	

	

Delivery Related Sub category 	

	

	

	

	

Date 	

Delivery Status 	

Reschedule Delivery 	

Delayed Delivery (HH) 	

Day of Delivery - Status 	

Missing items\parts 	

Partial Delivery 	

Delayed Delivery (Furniture) 

01-Dec-22 	

58% 	

19% 	

11% 	

4% 	

4% 	

3% 	

1% 

	

	

	

	

	

Product Complaint Sub category 	

	

	

	

	

Date 	

Complaint within Warranty 	

	

	

	

01-Dec-22 	

100% 	

	

	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

	

Date 	

Return Request Initiation 	

Cancelation 	

Refund for Other reason 	

	

	

01-Dec-22 	

56% 	

25% 	

19% 	

	

	

	

	

	

	

App and Website Issues Sub category 	

	

	

	

	

Date 	

Other App and Website Issues 	

	

	

	

01-Dec-22 	

100% 	

	

	

From: "saurabh" < [ mailto:[email-masked] | [email-masked] ] > 
To: "yahia taha" < [ mailto:[email-masked] | [email-masked] ] >, "Gaurav Yadav" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "hasan razakhan" < [ mailto:[email-masked] | [email-masked] ] >, "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] >, "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, December 1, 2022 8:57:32 PM 
Subject: Re: Homebox UAE Dashboard - 30th November 

He will be emailing you tomorrow. I spoke to him already. 

Saurabh Dadu 

LiveSalesman 

India: +91 120 4332621 x 17 

US: 1 240 949 2437 

Cell: +91 9810175203 

From: Yahia Taha < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 01 December 2022 8:56 PM 
To: Gaurav Yadav < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >; Hasan Razakhan < [ mailto:[email-masked] | [email-masked] ] >; Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] >; Ahmed Zoher < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Homebox UAE Dashboard - 30th November 

Hi [ mailto:[email-masked] | 
@Gaurav Yadav ] any dashboard for KSA please. 

Best Regards 

Yahia Taha 

Customer Care Team Leader - Home box 

800-1110888 

Ext: 3457 

Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia 

[ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960986330&sdata=CzDg2vAtQD5CTi%2Bv9vKUiECOF5VcIbuwGzDWImDgzd0%3D&reserved=0 | www.homeboxstores.com ] | [ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960996327&sdata=1M6qxxiDpPF8W8JPP0QPEQUfhqD3HGw%2BSIsCuXQLGI8%3D&reserved=0 | www.landmarkgroup.com ] 

From: Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, December 1, 2022 5:29 PM 
To: Gaurav Yadav < [ mailto:[email-masked] | [email-masked] ] >; Ahmed Zoher < [ mailto:[email-masked] | [email-masked] ] > 
Cc: saurabh < [ mailto:[email-masked] | [email-masked] ] >; Hasan Razakhan < [ mailto:[email-masked] | [email-masked] ] >; Yahia Taha < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Homebox UAE Dashboard - 30th November 

Thanks Gaurav for sharing the dashboard… 

Looping [ mailto:[email-masked] | 
@Ahmed Zoher ] 

	

Murtaza Kutiyanawala 

Team Lead – Customer Care 

T : +971 4 517 2300 

D : +971 4 813 2414 

F : +971 4 517 2380 

E : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina, P.O.Box 282028, UAE. 

[ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Cmurtaza.kutiyanawala%40landmarkgroup.com%7C451b5b1b38d0415a044608d96ac43dbf%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637658213337732239%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=Cdij8dK2Vfav4R8QlQkxzKCysFQU3v13MudEsv%2BNmCE%3D&reserved=0 | www.homeboxstores.com ] 

From: Gaurav Yadav < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, December 1, 2022 6:18 PM 
To: Murtaza Kutiyanawala < [ mailto:[email-masked] | [email-masked] ] >; Hasan Razakhan < [ mailto:[email-masked] | [email-masked] ] >; Yahia Taha < [ mailto:[email-masked] | [email-masked] ] > 
Cc: saurabh < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Homebox UAE Dashboard - 30th November 

CAUTION: External email sender. Use care when clicking on links or opening attachments! 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. 

	

	

Homebox UAE 			

	

	

	

	

Emails 	

	

	

	

Date 	

Email Tickets 	

First response time (average) 	

	

	

30-Nov-22 	

38 	

00:32:58 	

	

	

	

	

	

Chats 	

	

	

	

Date 	

Assigned conversation 	

Resolved conversation 	

First Response time(average) 	

	

30-Nov-22 	

158 	

166 	

00:02:49 	

	

	

	

	

	

	

	

Chats category 		

	

	

Date 	

Customer Services 	

PreSales 	

	

	

30-Nov-22 	

97% 	

3% 	

	

	

	

	

	

Customer Services category 	

	

	

	

Date 	

Delivery Related 	

Product Complaint 	

Refunds and Cancelations 	

	

30-Nov-22 	

71% 	

18% 	

11% 	

	

	

	

	

Delivery Related Sub category 	

	

	

	

Date 	

Delayed Delivery (HH) 	

Delivery Status 	

Day of Delivery - Status 	

Missing items\parts 	

Wrong commitments 

30-Nov-22 	

50% 	

25% 	

10% 	

10% 	

5% 

	

	

	

	

Product Complaint Sub category 	

	

	

	

Date 	

Complaint within Warranty 	

	

	

30-Nov-22 	

100% 	

	

	

	

	

	

Refunds and Cancelations Sub category 	

	

	

	

Date 	

Refund for Other reason 	

Delay collection 	

	

	

30-Nov-22 	

67% 	

33% 	

	

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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com