Subject: HB KSA Dashboard -30-Jan-2023
From: Gaurav Yadav <[email-masked]>
To: yahia taha <[email-masked]>, hasan razakhan <[email-masked]>
Cc: saurabh <[email-masked]>, Syed Ataullah <[email-masked]>
Date: Tue, 31 Jan 2023 00:47:07 -0700 (MST)

Hi all, 

Given below is the HB KSA Dashboard for 30th Jan. I have also attached the ageing tickets raw data. 

Homebox KSA 

											
Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st Response time 	Avg Response time 						
Whatsapp 	295 										
Emails 	12 	100% 	100% 	0:41:46 	2:18:00 						
Facebook 	6 	0% 	100% 	4:00:00 	1:36:00 						
Instagram 	78 		6:38:16 	6:38:16 							
Twitter 	6 	100% 	92% 	2:47:00 	7:21:00 						
											
Ageing Tickets (All Channels) 											
Source 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 				
Open 	3 	1 	0 	1 	1 	2 	8 				
Waiting on customer 	18 	3 	4 	7 	7 	9 	48 				
Waiting on 3rd party 	31 	4 	3 	4 	4 	5 	51 				
Pending 	23 	0 	0 	1 	1 	2 	27 				
Grand total 	52 	8 	7 	12 	12 	16 	134 				
											
Chats category (Top 10) 											
Date 	WWD Related 	Order Scheduling Related 	Presales 	Delivery Related Within TAT 	Return and Refund 	Damaged Delivery 	Cancelation 	Maintenance Related 	Click and Collect 	Change Address or Phone Number 	Others 
30-Jan-23 	27% 	17% 	8% 	7% 	6% 	6% 	4% 	4% 	3% 	2% 	17% 
											
WWD Related sub category 											
Date 	WWD - DO Created - Details Available 	WWD delay - Slot missed 	WWD - Reschedule - No Slot Available - create CRM 	WWD delay - driver call not answered 	WWD - Reschedule - Slot not available - booked alternate date 	Furniture OOS After Order 	WWD - Rescheduled as per request 				
30-Jan-23 	38% 	21% 	17% 	7% 	7% 	5% 	5% 				
											
Order Scheduling Related Sub category 
											
Date 	Order scheduled HB WWD 										
30-Jan-23 	100% 										
											
Pre sales Sub category 											
Date 	Store Availability - Not available 	Product Inquiry - Sold as Separate 	Suggested Product Link 	Product Specs 							
30-Jan-23 	47% 	24% 	18% 	12% 							
											
Delivery related within TAT Sub category 
											
Date 	Order Shipped HH 	HH Order Out for Delivery 	Order Not Shipped - HH 	HH Order Already Delivered 	WWD Order Already Delivered 						
30-Jan-23 	60% 	20% 	7% 	7% 	7% 						
											
Return and Refund Sub category 											
Date 	Return In Transit - Within TAT 	Return Not Collected - Within TAT 	Customer asking to return - Return request already created 	WWD after assembly - Return policy 	Refund - PG AND MY CREDIT 						
30-Jan-23 	31% 	23% 	15% 	8% 	8% 						

From: "Gaurav Yadav" <[email-masked]> 
To: "yahia taha" <[email-masked]>, "hasan razakhan" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Monday, January 30, 2023 1:39:43 PM 
Subject: HB KSA Dashboard - 29-Jan-2023 

Hi all, 

Given below is the HB KSA Dashboard for 29th Jan. I have also attached the ageing tickets raw data. 

Homebox KSA 

											
Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st Response time 	Avg Response time 						
Whatsapp 	296 										
Emails 	12 	100% 	100% 	0:20:09 	0:24:47 						
Facebook 	8 	100% 	100% 		1:01:00 						
Instagram 	89 		8:24:00 	5:39:00 							
Twitter 	14 	100% 	100% 	2:03:00 	1:59:00 						
											
Ageing Tickets (All Channels) 											
Source 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 				
Open 	2 	1 	0 	1 	1 	2 	7 				
Waiting on customer 	14 	4 	6 	6 	7 	7 	44 				
Waiting on 3rd party 	24 	6 	3 	3 	2 	2 	40 				
Pending 	12 	0 	0 	0 	1 	2 	15 				
Grand total 	40 	11 	9 	10 	10 	11 	106 				
											
Chats category (Top 10) 											
Date 	WWD Related 	Order Scheduling Related 	Delivery Related Within TAT 	Cancelation 	Maintenance Related 	Damaged Delivery 	Presales 	Return and Refund 	Click and Collect 	Wrong Item Delivered 	Others 
29-Jan-23 	25% 	14% 	9% 	7% 	7% 	5% 	4% 	3% 	3% 	3% 	19% 
											
WWD Related sub category 											
Date 	WWD - DO Created - Details Available 	WWD - Reschedule - No Slot Available - create CRM 	WWD delay - Slot missed 	WWD - Reschedule - Slot not available - booked alternate date 	WWD - Rescheduled as per request 	WWD delay - driver call not answered 					
29-Jan-23 	37% 	28% 	22% 	6% 	4% 	4% 					
											
Order Scheduling Related Sub category 
											
Date 	Order scheduled HB WWD 										
29-Jan-23 	100% 										
											
Delivery related within TAT Sub category 
											
Date 	Order Shipped HH 	HH Order Out for Delivery 	Order Not Shipped - HH 								
29-Jan-23 	65% 	30% 	5% 								
											
Cancelation Sub category 											
Date 	Order Cancelled - Customer Request 	On validation cancellation - New order placed 	On Validation Cancellation - No New order 	Order Cant be Cancelled - Home delivery COD 	On Validation Cancelled - New order placed - Different Value 						
29-Jan-23 	44% 	25% 	19% 	6% 	6% 						
											
Maintenance related Sub category 
											
Date 	Timeframe for Inspection 	Follow-up ticket already created 	SRCC WHCC CC not covered in warranty 	Misuse - Rejected 							
29-Jan-23 	75% 	13% 	6% 	6% 							

From: "Gaurav Yadav" <[email-masked]> 
To: "yahia taha" <[email-masked]>, "hasan razakhan" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Saturday, January 28, 2023 12:49:21 PM 
Subject: HB KSA Dashboard - 27-Jan-2023 

Hi all, 

Given below is the HB KSA Dashboard for 27th Jan. I have also attached the ageing tickets raw data. 

Homebox KSA 

											
Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st Response time 	Avg Response time 						
Whatsapp 	151 										
Emails 	8 	100% 	89% 	0:42:33 	1:27:00 						
Facebook 	8 	75% 	100% 	0:49:23 	0:32:55 						
Instagram 	113 		3:12:00 	0:39:18 							
Twitter 	4 	100% 	100% 	4:00:00 	5:42:00 						
											
Ageing Tickets (All Channels) 											
Source 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 				
Open 	1 	0 	0 	0 	0 	0 	1 				
Waiting on customer 	8 	6 	3 	7 	6 	8 	38 				
Waiting on 3rd party 	25 	8 	5 	8 	6 	3 	55 				
Pending 	4 	0 	0 	0 	2 	2 	8 				
Grand total 	34 	14 	8 	15 	12 	11 	102 				
											
Chats category (Top 10) 											
Date 	Order Scheduling Related 	WWD Related 	Cancelation 	Presales 	Change Address or Phone Number 	Maintenance Related 	Delivery Related Outside TAT 	Return and Refund 	Damaged Delivery 	Click and Collect 	Others 
27-Jan-23 	16% 	15% 	14% 	10% 	8% 	7% 	5% 	4% 	4% 	3% 	25% 
											
WWD Related sub category 											
Date 	WWD delay - Slot missed 	WWD - Reschedule - No Slot Available - create CRM 	WWD - DO Created - Details Available 	WWD delay - driver call not answered 	WWD - Reschedule - Slot not available - booked alternate date 						
27-Jan-23 	31% 	31% 	25% 	6% 	6% 						
											
Order Scheduling Related Sub category 
											
Date 	Order scheduled HB WWD 										
27-Jan-23 	100% 										
											
Cancelation Sub category 											
Date 	On validation cancellation - New order placed 	Order Cancelled - Customer Request 	On Validation Cancellation - No New order 	On Validation Cancelled - New order placed - Different Value 	Order cant be cancelled - C&C 						
27-Jan-23 	47% 	20% 	13% 	13% 	7% 						
											
Presales Sub category 											
Date 	Product Specs 	Store Availability - Not available 	Store Availability - in stock 	Suggested Product Link 							
27-Jan-23 	27% 	27% 	27% 	18% 							
											
Change Address and Phone no. Sub category 
											
Date 	Change contact number HH 	Address cannot change HH Different City 	Change address WWD - DO Created 	Address cannot change WWD different territory 	Change address HH and WWD - DO Not Created 						
27-Jan-23 	33% 	22% 	22% 	11% 	11% 						

From: "Gaurav Yadav" <[email-masked]> 
To: "yahia taha" <[email-masked]>, "hasan razakhan" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Friday, January 27, 2023 1:26:46 PM 
Subject: HB KSA Dashboard - 26-Jan-2023 

Hi all, 

Given below is the HB KSA Dashboard for 26th Jan. I have also attached the ageing tickets raw data. 

Homebox KSA 

											
Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st Response time 	Avg Response time 						
Whatsapp 	214 										
Emails 	7 	100% 	100% 	0:45:27 	1:15:00 						
Facebook 	8 	33% 	100% 	6:06:00 	3:43:00 						
Instagram 	115 		5:05:00 	2:29:00 							
Twitter 	9 	60% 	100% 	8:27:00 	8:10:00 						
											
Ageing Tickets (All Channels) 											
Source 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 				
Open 	13 	6 	1 	1 	1 	3 	25 				
Waiting on customer 	15 	7 	2 	7 	5 	8 	44 				
Waiting on 3rd party 	19 	4 	5 	4 	6 	2 	40 				
Pending 	0 	0 	0 	0 	1 	2 	3 				
Grand total 	47 	17 	8 	12 	12 	13 	112 				
											
Chats category (Top 10) 											
Date 	WWD Related 	Order Scheduling Related 	Maintenance Related 	Presales 	Delivery Related Within TAT 	Cancelation 	Damaged Delivery 	Return and Refund 	Wrong Item Delivered 	Change Address or Phone Number 	Delivery Related Outside TAT 
26-Jan-23 	28% 	17% 	11% 	8% 	5% 	5% 	4% 	3% 	3% 	1% 	1% 
											
WWD Related sub category 											
Date 	WWD - DO Created - Details Available 	WWD delay - driver call not answered 	WWD delay - Slot missed 	WWD - Reschedule - Slot not available - booked alternate date 	WWD - Reschedule - No Slot Available - create CRM 	WWD - Rescheduled as per request 	Furniture OOS After Order 	WWD - Reschedule Request - Slot not available ask for other date options 			
26-Jan-23 	40% 	17% 	17% 	11% 	8% 	4% 	2% 	2% 			
											
Order Scheduling Related Sub category 
											
Date 	Order scheduled HB WWD 										
26-Jan-23 	100% 										
											
Maintenance related Sub category 
											
Date 	Timeframe for Inspection 	Follow-up ticket already created 	Misuse - Rejected 								
26-Jan-23 	60% 	30% 	10% 								
											
Presales Sub category 											
Date 	Product Specs 	Store Availability - Not available 	Store Availability - in stock 	Product Inquiry - Sold as Separate 							
26-Jan-23 	33% 	33% 	20% 	13% 							
											
Delivery related within TAT Sub category 
											
Date 	Order Shipped HH 	HH Order Out for Delivery 	WWD Order Already Delivered 	Order Not Shipped - HH 							
26-Jan-23 	60% 	20% 	10% 	10% 							

From: "Gaurav Yadav" <[email-masked]> 
To: "yahia taha" <[email-masked]>, "hasan razakhan" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Thursday, January 26, 2023 12:56:50 PM 
Subject: HB KSA Dashboard - 25-Jan-2023 

Hi all, 

Given below is the HB KSA Dashboard for 25th Jan. I have also attached the ageing tickets raw data. 

Homebox KSA 

											
Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st Response time 	Avg Response time 						
Whatsapp 	224 										
Emails 	10 	100% 	100% 	0:46:30 	1:08:00 						
Facebook 	9 		100% 		1:27:00 						
Instagram 	35 		4:44:00 	3:55:00 							
Twitter 	12 	62% 	100% 	7:55:00 	6:25:00 						
											
Ageing Tickets (All Channels) 											
Source 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 				
Open 	16 	1 	2 	2 	2 	2 	25 				
Waiting on customer 	19 	4 	4 	6 	2 	7 	42 				
Waiting on 3rd party 	27 	8 	3 	7 	3 	4 	52 				
Pending 	3 	0 	0 	1 	0 	2 	6 				
Grand total 	62 	13 	9 	15 	7 	13 	125 				
											
Chats category (Top 10) 											
Date 	WWD Related 	Order Scheduling Related 	Maintenance Related 	Presales 	Change Address or Phone Number 	Return and Refund 	Delivery Related Within TAT 	Wrong Item Delivered 	Cancelation 	Damaged Delivery 	Others 
25-Jan-23 	27% 	14% 	12% 	6% 	4% 	3% 	3% 	3% 	3% 	2% 	23% 
											
WWD Related sub category 											
Date 	WWD - DO Created - Details Available 	WWD delay - Slot missed 	WWD - Reschedule - No Slot Available - create CRM 	WWD delay - driver call not answered 	WWD - Rescheduled as per request 	WWD - Reschedule - Slot not available - booked alternate date 	Furniture OOS After Order 	WWD - Reschedule Request - Slot not available ask for other date options 			
25-Jan-23 	31% 	18% 	16% 	13% 	13% 	5% 	2% 	2% 			
											
Order Scheduling Related Sub category 
											
Date 	Order scheduled HB WWD 										
25-Jan-23 	100% 										
											
Maintenance related Sub category 
											
Date 	Timeframe for Inspection 	Follow-up ticket already created 	Misuse - Rejected 								
25-Jan-23 	63% 	33% 	4% 								
											
Presales Sub category 											
Date 	Store Availability - Not available 	Suggested Product Link 	Store Availability - in stock 								
25-Jan-23 	58% 	33% 	8% 								
											
Change address or phone number Sub category 
											
Date 	Change address WWD - DO Created 	Change address WWD - DO Not created 	Change contact number HH 	Change contact number WWD 							
25-Jan-23 	22% 	33% 	33% 	11% 							

From: "Gaurav Yadav" <[email-masked]> 
To: "yahia taha" <[email-masked]>, "hasan razakhan" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Wednesday, January 25, 2023 1:40:18 PM 
Subject: HB KSA Dashboard - 24-Jan-2023 

Hi all, 

Given below is the HB KSA Dashboard for 24th Jan. I have also attached the ageing tickets raw data. 

Homebox KSA 

											
Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st Response time 	Avg Response time 						
Whatsapp 	259 										
Emails 	14 	100% 	93% 	0:39:59 	1:15:00 						
Facebook 	4 		100% 								
Instagram 	44 		0:30:18 	0:21:29 							
Twitter 	22 	100% 	100% 	3:53:00 	2:58:00 						
											
Ageing Tickets (All Channels) 											
Source 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 				
Open 	12 	4 	0 	0 	1 	0 	17 				
Waiting on customer 	20 	1 	5 	6 	0 	7 	39 				
Waiting on 3rd party 	34 	7 	3 	7 	6 	3 	60 				
Pending 	0 	0 	0 	0 	0 	2 	2 				
Grand total 	66 	12 	8 	13 	7 	10 	118 				
											
Chats category (Top 10) 											
Date 	WWD Related 	Order Scheduling Related 	Maintenance Related 	Damaged Delivery 	Presales 	Delivery Related Within TAT 	Wrong Item Delivered 	Return and Refund 	Shukran 	Delivery Related Outside TAT 	Others 
24-Jan-23 	25% 	13% 	10% 	9% 	9% 	8% 	3% 	2% 	1% 	1% 	19% 
											
WWD Related sub category 											
Date 	WWD - DO Created - Details Available 	WWD delay - Slot missed 	WWD - Rescheduled as per request 	WWD - Reschedule - Slot not available - booked alternate date 	WWD - Reschedule - No Slot Available - create CRM 	WWD delay - driver call not answered 					
24-Jan-23 	43% 	24% 	20% 	6% 	4% 	2% 					
											
Order Scheduling Related Sub category 
											
Date 	Order scheduled HB WWD 										
24-Jan-23 	100% 										
											
Maintenance related Sub category 
											
Date 	Timeframe for Inspection 	Follow-up ticket already created 	Misuse - Rejected 								
24-Jan-23 	60% 	35% 	5% 								
											
Damaged Delivery Sub category 											
Date 	Damaged delivery - Images not clear 	Damaged Item - HH Over 50 	Damaged Delivery - WWD - Complaint Registered 								
24-Jan-23 	56% 	28% 	17% 								
											
Presales Sub category 											
Date 	Suggested Product Link 	Store Availability - Not available 	Store Availability - in stock 	Product Inquiry - Sold as Separate 	Product Specs 						
24-Jan-23 	47% 	24% 	18% 	6% 	6% 						

From: "Gaurav Yadav" <[email-masked]> 
To: "yahia taha" <[email-masked]>, "hasan razakhan" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Tuesday, January 24, 2023 1:49:32 PM 
Subject: HB KSA Dashboard - 23-Jan-2023 

Hi all, 

Given below is the HB KSA Dashboard for 23rd Jan. I have also attached the ageing tickets raw data. 

Homebox KSA 

											
Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st Response time 	Avg Response time 						
Whatsapp 	255 										
Emails 	6 	100% 	93% 	0:45:34 	1:28:00 						
Facebook 	4 		100% 		3:34:00 						
Instagram 	43 		10:17:00 	7:27:00 							
Twitter 	11 	90% 	100% 	2:17:00 	4:47:00 						
											
Ageing Tickets (All Channels) 											
Source 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 				
Open 	7 	0 	0 	1 	0 	0 	8 				
Waiting on customer 	14 	8 	4 	6 	0 	8 	40 				
Waiting on 3rd party 	28 	2 	5 	7 	3 	5 	50 				
Pending 	7 	0 	0 	0 	0 	2 	9 				
Grand total 	49 	10 	9 	14 	3 	13 	107 				
											
Chats category (Top 10) 											
Date 	WWD Related 	Order Scheduling Related 	Maintenance Related 	Delivery Related Within TAT 	Presales 	Damaged Delivery 	Click and Collect 	Cancelation 	Return and Refund 	Wrong Item Delivered 	Others 
23-Jan-23 	22% 	20% 	11% 	5% 	5% 	4% 	4% 	3% 	3% 	2% 	22% 
											
WWD Related sub category 											
Date 	WWD - DO Created - Details Available 	WWD delay - Slot missed 	WWD - Reschedule - No Slot Available - create CRM 	WWD - Reschedule - Slot not available - booked alternate date 	WWD delay - driver call not answered 	WWD - Rescheduled as per request 	WWD - Reschedule Request - Slot not available ask for other date options 				
23-Jan-23 	39% 	22% 	20% 	7% 	5% 	5% 	2% 				
											
Order Scheduling Related Sub category 
											
Date 	Order scheduled HB WWD 										
23-Jan-23 	100% 										
											
Maintenance related Sub category 
											
Date 	Timeframe for Inspection 	Follow-up ticket already created 	SRCC WHCC CC not covered in warranty 								
23-Jan-23 	62% 	29% 	10% 								
											
Presales Sub category 											
Date 	Suggested Product Link 	Store Availability - Not available 	Store Availability - in stock 	Product Specs 							
23-Jan-23 	44% 	22% 	22% 	11% 							
											
Delivery related within TAT Sub category 
											
Date 	Order Shipped HH 	HH Order Out for Delivery 	HH Order Already Delivered 								
23-Jan-23 	50% 	40% 	10% 								

From: "Gaurav Yadav" <[email-masked]> 
To: "yahia taha" <[email-masked]>, "hasan razakhan" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Monday, January 23, 2023 1:42:32 PM 
Subject: HB KSA Dashboard - 22-Jan-2023 

Hi all, 

Given below is the HB KSA Dashboard for 22nd Jan. I have also attached the ageing tickets raw data. 

Homebox KSA 

											
Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st Response time 	Avg Response time 						
Whatsapp 	236 										
Emails 	8 	100% 	91% 	0:11:30 	0:19:34 						
Facebook 	7 	67% 	100% 	3:06:00 	1:20:00 						
Instagram 	46 		8:07:00 	5:29:00 							
Twitter 	3 	100% 	100% 	7:38:00 	6:04:00 						
											
Ageing Tickets (All Channels) 											
Source 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 				
Open 	14 	1 	1 	0 	2 	0 	18 				
Waiting on customer 	13 	6 	1 	6 	0 	10 	36 				
Waiting on 3rd party 	30 	8 	7 	8 	1 	7 	61 				
Pending 	3 	0 	0 	0 	0 	2 	5 				
Grand total 	57 	15 	9 	14 	3 	17 	120 				
											
Chats category (Top 10) 											
Date 	WWD Related 	Maintenance Related 	Order Scheduling Related 	Presales 	Delivery Related Within TAT 	Damaged Delivery 	Click and Collect 	Cancelation 	Return and Refund 	No Ans Needed Close Chat 	Others 
22-Jan-23 	32% 	12% 	10% 	7% 	5% 	5% 	3% 	3% 	3% 	3% 	16% 
											
WWD Related sub category 											
Date 	WWD - DO Created - Details Available 	WWD delay - Slot missed 	WWD - Reschedule - No Slot Available - create CRM 	WWD - Reschedule - Slot not available - booked alternate date 	WWD - Rescheduled as per request 	WWD delay - driver call not answered 	Furniture OOS After Order 	WWD - Reschedule Request - Slot not available ask for other date options 			
22-Jan-23 	43% 	29% 	10% 	7% 	6% 	1% 	1% 	1% 			
											
Order Scheduling Related Sub category 
											
Date 	Order scheduled HB WWD 										
22-Jan-23 	100% 										
											
Maintenance related Sub category 
											
Date 	Timeframe for Inspection 	Follow-up ticket already created 									
22-Jan-23 	73% 	27% 									
											
Presales Sub category 											
Date 	Store Availability - Not available 	Product Specs 	Suggested Product Link 	Store Availability - in stock 							
22-Jan-23 	33% 	33% 	20% 	13% 							
											
Delivery related within TAT Sub category 
											
Date 	Order Shipped HH 	Order Not Shipped - HH 									
22-Jan-23 	82% 	18% 									

From: "Gaurav Yadav" <[email-masked]> 
To: "yahia taha" <[email-masked]>, "hasan razakhan" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Friday, January 20, 2023 5:55:45 PM 
Subject: HB KSA Dashboard - 19-Jan-23 

Hi all, 

Given below is the HB KSA Dashboard for 19th Jan. I have also attached the ageing tickets raw data. 

Homebox KSA 

											
Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st Response time 	Avg Response time 						
Whatsapp 	224 										
Emails 	13 	100% 	100% 	0:17:51 	0:31:38 						
Facebook 	3 	0% 	100% 	9:49:00 	6:08:00 						
Instagram 	58 		15:52:00 	9:57:00 							
Twitter 	11 	86% 	100% 	7:31:00 	5:49:00 						
											
Ageing Tickets (All Channels) 											
Source 	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 	13 	5 	2 	0 	3 	6 	29 				
Waiting on 3rd party 	32 	5 	5 	7 	3 	8 	60 				
Pending 	0 	0 	0 	0 	0 	2 	2 				
Grand total 	48 	10 	7 	7 	6 	14 	94 				
											
Chats category (Top 10) 											
Date 	WWD Related 	Maintenance Related 	Order Scheduling Related 	Wrong Item Delivered 	Change Address or Phone Number 	Damaged Delivery 	Delivery Related Within TAT 	Presales 	Cancelation 	Click and Collect 	Other 
19-Jan-23 	40% 	12% 	6% 	5% 	4% 	4% 	3% 	3% 	2% 	1% 	19% 
											
WWD Related sub category 											
Date 	WWD - DO Created - Details Available 	WWD delay - Slot missed 	WWD - Rescheduled as per request 	WWD delay - driver call not answered 	WWD - Reschedule - Slot not available - booked alternate date 	WWD - Reschedule Request - Slot not available ask for other date options 					
19-Jan-23 	48% 	32% 	10% 	5% 	4% 	2% 					
											
Order Scheduling Related Sub category 
											
Date 	Order scheduled HB WWD 										
19-Jan-23 	100% 										
											
Maintenance related Sub category 
											
Date 	Timeframe for Inspection 	Follow-up ticket already created 	SRCC WHCC CC not covered in warranty 								
19-Jan-23 	72% 	20% 	8% 								
											
Wrong item delivered Sub category 
											
Date 	HH Wrong item - Ask him to return 	HH Wrong item delivered - Ask for Images 									
19-Jan-23 	20% 	80% 									
											
Change address and phone no. Sub category 
											
Date 	Change address WWD - DO Created 	Address cannot change WWD different territory 	Change contact number WWD 	Change address WWD - DO Not created 							
19-Jan-23 	38% 	25% 	25% 	13% 							

From: "Gaurav Yadav" <[email-masked]> 
To: "yahia taha" <[email-masked]>, "hasan razakhan" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Friday, January 13, 2023 12:55:58 PM 
Subject: HB KSA Dashboard - 12-Jan-23 

Hi all, 

Given below is the HB KSA Dashboard for 12th Jan. I have also attached the ageing tickets raw data. 

Please note : As I am waiting for reporting access, Whatsapp numbers are not included. 

Homebox KSA 

										
Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st Response time 	Avg Response time 					
Whatsapp 										
Emails 	10 	100% 	94% 	0:58:31 	1:42:00 					
Facebook 	10 	100% 	100% 	0:10:41 	7:02:00 					
Instagram 	42 		12:22:00 	9:25:00 						
Twitter 	6 	44% 	100% 	9:26:00 	5:29:00 					
										
Ageing Tickets (All Channels) 
										
Source 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 			
Open 	2 	1 	0 	0 	0 	0 	3 			
Waiting on customer 	16 	6 	4 	1 	4 	2 	33 			
Waiting on 3rd party 	25 	12 	5 	11 	3 	22 	78 			
Pending 	2 	0 	0 	0 	1 	1 	4 			
Grand total 	43 	19 	9 	12 	7 	24 	118 			
										
Chats category (Top 10) 
										
Date 	Order Scheduling Related 	WWD Related 	Maintenance Related 	Wrong Item Delivered 	Change Address or Phone Number 	Click and Collect 	Damaged Delivery 	Presales 	Others 	
12-Jan-23 	29% 	19% 	10% 	5% 	5% 	5% 	5% 	5% 	20% 	
										
WWD Related sub category 
										
Date 	WWD - Rescheduled as per request 	WWD - Reschedule - Slot not available - booked alternate date 	WWD - DO Created - Details Available 	WWD - Reschedule - No Slot Available - create CRM 						
12-Jan-23 	25% 	25% 	25% 	25% 						
										
Order Scheduling Related Sub category 
										
Date 	Order scheduled HB WWD 									
12-Jan-23 	100% 									
										
Maintenance related Sub category 
										
Date 	SRCC WHCC CC not covered in warranty 	Timeframe for Inspection 								
12-Jan-23 	50% 	50% 								
										
Wrong item delivered Sub category 
										
Date 	HH Wrong item - Ask him to return 	WWD Wrong Item Delivered - CRM and Picture exists 								
12-Jan-23 	67% 	33% 								
										
Change address and phone no. Sub category 
										
Date 	Change contact number WWD 	Change contact number HH 	Change contact number HH and WWD 	Change address WWD - DO Created 	Address cannot change WWD different territory 	Change address WWD - DO Not created 				
12-Jan-23 	29% 	14% 	14% 	14% 	14% 	14% 				

From: "Gaurav Yadav" <[email-masked]> 
To: "yahia taha" <[email-masked]>, "hasan razakhan" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "Syed Ataullah" <[email-masked]> 
Sent: Thursday, January 12, 2023 1:37:55 PM 
Subject: HB KSA Dashboard - 11-Jan-23 

Hi all, 

Given below is the HB KSA Dashboard for 11th Jan. I have also attached the ageing tickets raw data. 

Please note : As I am waiting for reporting access, Whatsapp numbers are not included. 

Homebox KSA 

											
Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st Response time 	Avg Response time 						
Whatsapp 											
Emails 	7 	100% 	92% 	1:58:00 	4:35:00 						
Facebook 	4 	33% 	71% 	7:38:00 	5:24:00 						
Instagram 	30 		11:03:00 	9:16:00 							
Twitter 	12 	88% 	94% 	5:10:00 	5:27:00 						
											
Ageing Tickets (All Channels) 
											
Source 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 				
Open 	12 	0 	0 	1 	0 	0 	13 				
Waiting on customer 	19 	6 	2 	0 	5 	2 	34 				
Waiting on 3rd party 	37 	13 	7 	11 	6 	20 	94 				
Pending 	4 	0 	3 	3 	1 	2 	13 				
Grand total 	68 	19 	9 	12 	11 	22 	154 				
											
Chats category (Top 10) 
											
Date 	WWD Related 	Order Scheduling Related 	Cancelation 	Damaged Delivery 	Maintenance Related 	Presales 	Delivery Related Within TAT 	Change Address or Phone Number 	Click and Collect 	Return and Refund 	Others 
11-Jan-23 	30% 	12% 	7% 	5% 	4% 	4% 	3% 	3% 	2% 	2% 	27%