Subject: Homebox UAE Dashboard 30-Jan-2023
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: Tue, 31 Jan 2023 01:01:00 -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 	117 			0:01:51 	0:02:24 	0:15:56 					
Emails 	19 	100% 	100% 	0:40:23 	7:04:00 						
Facebook 	25 	95% 	100% 	0:44:06 	0:56:40 						
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 	0 	0 	0 	0 	2 				
Waiting on customer 	7 	4 	1 	0 	0 	0 	12 				
Waiting on 3rd party 	28 	6 	7 	4 	1 	1 	47 				
Pending 	1 	1 	1 	2 	1 	1 	7 				
Grand total 	37 	10 	8 	4 	1 	1 	68 				

WhatsApp chats category 
											
Date 	Inquiry 	Complaints 									
30-Jan-23 	73% 	27% 									
											
Inquiry Sub category category 
											
Date 	Post Order 	Pre Order 									
30-Jan-23 	84% 	16% 									
											
Post order Sub category 
											
Date 	Delivery Follow up 	Return Request/Creating RMA/Return to Store/Exchange 	Click & Collect Follow Up 	Cancellation 	Refund Follow up 						
30-Jan-23 	84% 	9% 	3% 	2% 	2% 						
											
Complaints Sub category 
											
Date 	Late Delivery 	Product Complaint 	WWD Damaged/Manufacturing Fault 	Late C&C 	Refunds and Cancelations 	Undelivered Order/POD Request 	WWD Pending Delivery 	APP/Website Issue 	Wrong item delivered WWD 	Delivery Related 	Late Collection (Returns) 
30-Jan-23 	31% 	23% 	15% 	4% 	4% 	4% 	4% 	4% 	4% 	4% 	4% 

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 30, 2023 1:42:51 PM 
Subject: Homebox UAE Dashboard 29-Jan-2023 

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 	61 			0:01:31 	0:02:05 	0:16:07 			
Emails 	12 	100% 	100% 	0:51:40 	0:58:44 				
Facebook 	31 	90% 	100% 	0:43:48 	0:39:07 				
Instagram 									

Ageing Tickets (All Channels) 
									
Status 	0-2 Days 	3-4 Days 	5-6 Days 	7-10 Days 	11-15 Days 	15+ Days 	Grand total 		
Open 	7 	1 	0 	0 	1 	0 	9 		
Waiting on customer 	8 	0 	1 	0 	0 	0 	9 		
Waiting on 3rd party 	25 	7 	5 	2 	0 	1 	40 		
Pending 	1 	1 	2 	1 	0 	0 	5 		
Grand total 	40 	8 	6 	2 	1 	1 	63 		
									
WhatsApp chats category 
									
Date 	Inquiry 	Complaints 							
29-Jan-23 	61% 	39% 							
									
Inquiry Sub category category 
									
Date 	Post Order 	Pre Order 							
29-Jan-23 	76% 	24% 							
									
Post order Sub category 
									
Date 	Delivery Follow up 	Return Request/Creating RMA/Return to Store/Exchange 							
29-Jan-23 	68% 	32% 							
									
Complaints Sub category