Subject: Homebox UAE Dashboard 08-Feb-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: Thu, 9 Feb 2023 00:45:27 -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 	101 			00:01:17 	00:01:49 	00:13:04 					
Emails 	23 	100% 	100% 	00:19:19 	00:26:21 						
Facebook 	18 	88% 	100% 	00:45:36 	00:46:21 						
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 	9 	0 	1 	1 	0 	0 	11 				
Waiting on customer 	15 	3 	0 	2 	0 	0 	20 				
Waiting on 3rd party 	26 	8 	7 	9 	6 	6 	62 				
Pending 	2 	2 	5 	0 	0 	4 	13 				
Grand total 	50 	11 	8 	12 	6 	6 	106 				
											
WhatsApp chats category 											
Date 	Inquiry 	Complaints 									
08-Feb-23 	76% 	24% 									
											
Inquiry Sub category 											
Date 	Post Order 	Pre Order 	Disconnected CALL 	Store Inquiry 							
08-Feb-23 	91% 	4% 	3% 	1% 							
											
Post order Sub category 											
Date 	Delivery Follow up 	Return Request/Creating RMA/Return to Store/Exchange 	Cancellation 	Click & Collect Follow Up 							
08-Feb-23 	89% 	5% 	3% 	3% 							
											
Complaints Sub category 											
Date 	WWD Damaged/Manufacturing Fault 	Late Delivery 	Late Collection (Returns) 	Delivery Related 	Late C&C 	Refund Complaint WWD 	Missing HH item below AED 30 	Mattress Complain 			
08-Feb-23 	32% 	23% 	14% 	9% 	9% 	5% 	5% 	5% 			

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, February 8, 2023 1:13:16 PM 
Subject: Homebox UAE Dashboard 07-Feb-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 	124 			00:01:15 	00:02:31 	00:16:52 					
Emails 	33 	100% 	100% 	00:21:58 	00:27:11 						
Facebook 	11 	50% 	100% 	01:58:00 	01:42:00 						
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 	3 	0 	0 	0 	1 	1 	5 				
Waiting on customer 	20 	3 	0 	1 	1 	0 	25 				
Waiting on 3rd party 	32 	5 	8 	11 	5 	5 	66 				
Pending 	3 	1 	4 	0 	0 	4 	12 				
Grand total 	55 	8 	8 	12 	7 	6 	108 				
											
WhatsApp chats category 											
Date 	Inquiry 	Complaints 									
07-Feb-23 	83% 	17% 									
											
Inquiry Sub category 											
Date 	Post Order 	Pre Order 									
07-Feb-23 	93% 	7% 									
											
Post order Sub category 											
Date 	Delivery Follow up 	Cancellation 	Return Request/Creating RMA/Return to Store/Exchange 	Invoice Request 							
07-Feb-23 	91% 	4% 	4% 	1% 							
											
Complaints Sub category 											
Date 	Late Delivery 	Mattress Complain 	Late Collection (Returns) 	Product Complaint 	Delivery Related 	WWD Damaged/Manufacturing Fault 					
07-Feb-23 	47% 	12% 	12% 	12% 	12% 	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: Tuesday, February 7, 2023 12:54:03 PM 
Subject: Homebox UAE Dashboard 06-Feb-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 	124 			00:03:04 	00:02:21 	00:16:02 					
Emails 	21 	100% 	100% 	00:15:34 	00:16:55 						
Facebook 	16 	63% 	100% 	02:12:00 	01:54:00 						
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 	0 	0 	1 	0 	0 	7 				
Waiting on customer 	13 	1 	0 	0 	0 	0 	14 				
Waiting on 3rd party 	25 	11 	12 	8 	7 	5 	68 				
Pending 	3 	5 	1 	0 	0 	3 	12 				
Grand total 	44 	12 	12 	9 	7 	5 	101 				
											
WhatsApp chats category 											
Date 	Inquiry 	Complaints 									
06-Feb-23 	79% 	20% 									
											
Inquiry Sub category 											
Date 	Post Order 	Pre Order 	Disconnected CALL 								
06-Feb-23 	84% 	12% 	4% 								
											
Post order Sub category 											
Date 	Delivery Follow up 	Return Request/Creating RMA/Return to Store/Exchange 	Cancellation 	Click & Collect Follow Up 							
06-Feb-23 	80% 	14% 	3% 	3% 							
											
Complaints Sub category 											
Date 	Late Delivery 	WWD Damaged/Manufacturing Fault 	Product Complaint 	Wrong item delivered WWD 							
06-Feb-23 	63% 	21% 	11% 	5% 							

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, February 6, 2023 1:07:28 PM 
Subject: Homebox UAE Dashboard 05-Feb-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 	84 			00:01:05 	00:02:11 	00:16:03 					
Emails 	17 	100% 	100% 	00:14:28 	00:59:11 						
Facebook 	16 	100% 	100% 	00:44:50 	00:52:52 						
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 	1 	0 	0 	0 	4 				
Waiting on customer 	11 	1 	0 	0 	0 	0 	12 				
Waiting on 3rd party 	20 	11 	9 	9 	6 	5 	60 				
Pending 	3 	3 	2 	3 	1 	2 	14 				
Grand total 	34 	12 	10 	9 	6 	5 	90 				
											
WhatsApp chats category 											
Date 	Inquiry 	Complaints 									
05-Feb-23 	77% 	23% 									
											
Inquiry Sub category 											
Date 	Post Order 	Pre Order 	Store Inquiry 								
05-Feb-23 	93% 	5% 	2% 								
											
Post order Sub category 											
Date 	Delivery Follow up 	Return Request/Creating RMA/Return to Store/Exchange 	Click & Collect Follow Up 	Cancellation 							
05-Feb-23 	82% 	12% 	4% 	2% 							
											
Complaints Sub category 											
Date 	Late Delivery 	Product Complaint 	WWD Damaged/Manufacturing Fault 	Mattress Complain 							
05-Feb-23 	50% 	25% 	19% 	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: Saturday, February 4, 2023 11:45:32 AM 
Subject: Homebox UAE Dashboard 03-Feb-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 	114 			00:01:11 	00:02:11 	00:14:54 					
Emails 	15 	100% 	100% 	00:39:10 	00:29:27 						
Facebook 	26 	50% 	100% 	04:39:00 	04:42:00 						
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 	0 	0 	0 	0 	0 	0 	0 				
Waiting on customer 	10 	1 	1 	1 	1 	1 	15 				
Waiting on 3rd party 	27 	9 	5 	6 	5 	2 	54 				
Pending 	1 	0 	3 	0 	1 	2 	7 				
Grand total 	37 	10 	6 	7 	6 	3 	76 				
											
WhatsApp chats category 											
Date 	Inquiry 	Complaints 									
03-Feb-23 	76% 	24% 									
											
Inquiry Sub category 											
Date 	Post Order 	Pre Order 	Store Inquiry 	Disconnected CALL 							
03-Feb-23 	80% 	12% 	5% 	3% 							
											
Post order Sub category 											
Date 	Delivery Follow up 	Return Request/Creating RMA/Return to Store/Exchange 	Cancellation 								
03-Feb-23 	87% 	9% 	4% 								
											
Complaints Sub category 											
Date 	Late Delivery 	Product Complaint 	WWD Damaged/Manufacturing Fault 	Delivery Related 	Late Collection (Returns) 	Missing HH item below AED 50 					
03-Feb-23 	33% 	29% 	14% 	10% 	10% 	5% 					

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, February 3, 2023 12:59:47 PM 
Subject: Homebox UAE Dashboard 02-Feb-2023 

Hi all, 

Given below is the Homebox UAE dashboard for yesterday. I have also attached raw data for Ageing tickets. 

Will share the MTD numbers today. 

				Homebox UAE 					

Channel 	Volume 	SLA 1st Resp Time (%age) 	SLA Resolution Time (% age) 	Avg 1st response time 	Avg response Time 	Resolution Time 					
Whatsapp 	111 			00:01:24 	00:01:58 	00:16:06 					
Emails 	21 	100% 	100% 	00:19:50 	11:47:00 						
Facebook 	28 	62% 	100% 	02:18:00 	01:46:00 						
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 	15 	0 	2 	1 	0 	1 	19 				
Waiting on 3rd party 	35 	8 	2 	7 	3 	2 	57 				
Pending 	1 	2 	1 	1 	1 	1 	7 				
Grand total 	54 	8 	4 	8 	3 	3 	87 				
											
WhatsApp chats category 											
Date 	Inquiry 	Complaints 									
02-Feb-23 	72% 	28% 									
											
Inquiry Sub category 											
Date 	Post Order 	Pre Order 	Disconnected CALL 								
02-Feb-23 	91% 	6% 	3% 								
											
Post order Sub category 											
Date 	Delivery Follow up 	Return Request/Creating RMA/Return to Store/Exchange 	Cancellation 	Click & Collect Follow Up 							
02-Feb-23 	90% 	7% 	2% 	2% 							
											
Complaints Sub category 											
Date 	Late Delivery 	Product Complaint 	WWD Damaged/Manufacturing Fault 	Late Collection (Returns) 	WWD Pending from Workshop 	Wrong item delivered WWD 	WWD Pending Delivery 				
02-Feb-23 	40% 	24% 	16% 	8% 	4% 	4% 	4% 				

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]> 
Sent: Thursday, February 2, 2023 4:25:12 PM 
Subject: RE: Homebox UAE Dashboard 01-Feb-2023 

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

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

[ http://www.homeboxstores.com/ | 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" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] >, "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] >, "Sameer Sadiq" < [ mailto:[email-masked] | [email-masked] ] >, "Anunay Sharma" < [ mailto:[email-masked] | [email-masked] ] >, "raja ramachandran" < [ mailto:[email-masked] | [email-masked] ] >, "Muralidharan Gunjur" < [ mailto:[email-masked] | [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" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] >, "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] >, "Sameer Sadiq" < [ mailto:[email-masked] | [email-masked] ] >, "Anunay Sharma" < [ mailto:[email-masked] | [email-masked] ] >, "raja ramachandran" < [ mailto:[email-masked] | [email-masked] ] >, "Muralidharan Gunjur" < [ mailto:[email-masked] | [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" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Ahmed Zoher" < [ mailto:[email-masked] | [email-masked] ] >, "Murtaza Kutiyanawala" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "Syed Ataullah" < [ mailto:[email-masked] | [email-masked] ] >, "Sameer Sadiq" < [ mailto:[email-masked] | [email-masked] ] >, "Anunay Sharma" < [ mailto:[email-masked] | [email-masked] ] >, "raja ramachandran" < [ mailto:[email-masked] | [email-masked] ] >, "Muralidharan Gunjur" < [ mailto:[email-masked] | [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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