Subject: HB UAE Last week Dashboard
From: Gaurav Yadav <[email-masked]>
To: Ahmed Zoher <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>
Cc: saurabh <[email-masked]>
Date: Mon, 30 Jan 2023 02:48:27 -0700 (MST)

Hi all, 

Given below is HB UAE dashboard for last week. 

			Homebox UAE 				

Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st response time 	Avg response Time 	Resolution Time 			
Whatsapp 	429 			00:01:23 	00:01:57 	00:17:04 			
Emails 	108 	100% 	100% 	00:51:12 	02:22:00 				
Facebook 	169 	64% 	100% 	02:32:00 	02:12:00 				
Instagram 									
									
WhatsApp chats category 									
Date 	Inquiry 	Complaints 							
23-Jan to 29-Jan 	75% 	25% 							
									
Inquiry Sub category category 									
Date 	Post Order 	Pre Order 	Store Inquiry 						
23-Jan to 29-Jan 	85% 	14% 	1% 						
									
Post order Sub category 									
Date 	Delivery Follow up 	Return Request/Creating RMA/Return to Store/Exchange 	Cancellation 	Click & Collect Follow Up 	Shukran 	Refund Follow up 	Invoice Request 	Promotions & Offers 	Follow up WWD Delivery 
23-Jan to 29-Jan 	83% 	8% 	3% 	2.5% 	1% 	1% 	0.7% 	0.4% 	0.4% 
									
Complaints Sub category 									
Date 	Product Complaint 	Late Delivery 	WWD Damaged/Manufacturing Fault 	Mattress Complain 	Refunds and Cancelations 	Delivery Related 	Late C&C 	Refund Complaint WWD 	Others 
23-Jan to 29-Jan 	26% 	24% 	14% 	6% 	5% 	4% 	3% 	3% 	13%