Subject: RE: Homebox UAE Dashboard 01-Feb-2023
From: Ahmed Zoher <[email-masked]>
To: Gaurav Yadav <[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: Thu, 2 Feb 2023 10:55:12 +0000

Hi Gaurav,

Can we please get January MTD numbers.

And lets please share it monthly basis every month closure.

Thanks,

Ahmed Zoher
Manager – Customer Care
T   :  +971 4 517 2300
D  :  +971 4 813 5812
F   :  +971 4 517 2380
E   : [email-masked]<mailto:[email-masked]>
Landmark Tower, Dubai Marina, P.O.Box 282028, UAE.
www.homeboxstores.com<http://www.homeboxstores.com/>

From: Gaurav Yadav <[email-masked]>
Sent: Thursday, February 2, 2023 11:51 AM
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]>
Subject: Homebox UAE Dashboard 01-Feb-2023

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
103
0:02:51
0:02:34
0:17:59
Emails
23
100%
100%
0:34:33
0:36:22
Facebook
18
74%
100%
1:15:00
1:20:00
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
3
0
1
0
1
22
Waiting on customer
11
1
1
1
0
0
14
Waiting on 3rd party
30
8
6
6
3
3
56
Pending
0
2
0
3
1
0
6
Grand total
58
12
7
8
3
4
98
WhatsApp chats category
Date
Inquiry
Complaints
1-Feb-23
67%
33%
Inquiry Sub category
Date
Post Order
Pre Order
1-Feb-23
85%
15%
Post order Sub category
Date
Delivery Follow up
Return Request/Creating RMA/Return to Store/Exchange
Cancellation
Click & Collect Follow Up
1-Feb-23
81%
15%
2%
2%
Complaints Sub category
Date
Late Delivery
WWD Damaged/Manufacturing Fault
Product Complaint
Late C&C
Mattress Complain
Undelivered Order/POD Request
WWD Pending from Workshop
Late Collection (Returns)
1-Feb-23
48%
15%
11%
7%
7%
4%
4%
4%

________________________________
From: "Gaurav Yadav" <[email-masked]<mailto:[email-masked]>>
To: "Ahmed Zoher" <[email-masked]<mailto:[email-masked]>>, "Murtaza Kutiyanawala" <[email-masked]<mailto:[email-masked]>>
Cc: "saurabh" <[email-masked]<mailto:[email-masked]>>, "Syed Ataullah" <[email-masked]<mailto:[email-masked]>>, "Sameer Sadiq" <[email-masked]<mailto:[email-masked]>>, "Anunay Sharma" <[email-masked]<mailto:[email-masked]>>, "raja ramachandran" <[email-masked]<mailto:[email-masked]>>, "Muralidharan Gunjur" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, February 1, 2023 12:02:09 PM
Subject: Homebox UAE Dashboard 31-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
135
0:02:45
0:02:41
0:15:21
Emails
16
100%
100%
0:39:16
0:36:18
Facebook
6
100%
5:27:00
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
13
1
0
0
0
1
15
Waiting on customer
11
2
1
1
0
0
15
Waiting on 3rd party
28
7
6
5
2
2
50
Pending
1
1
1
2
1
0
6
Grand total
52
10
7
6
2
3
86
WhatsApp chats category
Date
Inquiry
Complaints
31-Jan-23
82%
18%
Inquiry Sub category
Date
Post Order
Pre Order
Disconnected CALL
31-Jan-23
95%
4%
1%
Post order Sub category
Date
Delivery Follow up
Return Request/Creating RMA/Return to Store/Exchange
Cancellation
Click & Collect Follow Up
31-Jan-23
92%
4%
3%
1%
Complaints Sub category
Date
Late Delivery
WWD Damaged/Manufacturing Fault
WWD Pending Delivery
WWD Missing Item
Product Complaint
Late Collection (Returns)
31-Jan-23
41%
35%
6%
6%
6%
6%

________________________________
From: "Gaurav Yadav" <[email-masked]<mailto:[email-masked]>>
To: "Ahmed Zoher" <[email-masked]<mailto:[email-masked]>>, "Murtaza Kutiyanawala" <[email-masked]<mailto:[email-masked]>>
Cc: "saurabh" <[email-masked]<mailto:[email-masked]>>, "Syed Ataullah" <[email-masked]<mailto:[email-masked]>>, "Sameer Sadiq" <[email-masked]<mailto:[email-masked]>>, "Anunay Sharma" <[email-masked]<mailto:[email-masked]>>, "raja ramachandran" <[email-masked]<mailto:[email-masked]>>, "Muralidharan Gunjur" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, January 31, 2023 1:31:00 PM
Subject: Homebox UAE Dashboard 30-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
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]<mailto:[email-masked]>>
To: "Ahmed Zoher" <[email-masked]<mailto:[email-masked]>>, "Murtaza Kutiyanawala" <[email-masked]<mailto:[email-masked]>>
Cc: "saurabh" <[email-masked]<mailto:[email-masked]>>, "Syed Ataullah" <[email-masked]<mailto:[email-masked]>>, "Sameer Sadiq" <[email-masked]<mailto:[email-masked]>>, "Anunay Sharma" <[email-masked]<mailto:[email-masked]>>, "raja ramachandran" <[email-masked]<mailto:[email-masked]>>, "Muralidharan Gunjur" <[email-masked]<mailto:[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

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