Subject: LSM Automation Report - 2nd Feb to 8th Feb
From: Gaurav Yadav <[email-masked]>
To: saurabh <[email-masked]>
Cc: Bidipta Dutta <[email-masked]>, Apoorv Joshi <[email-masked]>, deeksha <[email-masked]>
Date: Thu, 9 Feb 2023 01:57:11 -0700 (MST)

Hi, 

Given below is the Automation report from 2nd Feb to 8th Feb. 

Summary - Feb 	Total Tickets done 		C-Sat % 		FCR % 		
Avg tickets per day 
	
	2693 		49% 		36% 		337 	

Handled Automation tickets by agent 

Sum of Tickets 	Date 							
Name 	02-Feb-2023 	03-Feb-2023 	04-Feb-2023 	05-Feb-2023 	06-Feb-2023 	07-Feb-2023 	08-Feb-2023 	Grand Total 
Mohammed yahya 	119 	50 		40 	107 	137 	81 	534 
Safa Mursel 	14 						22 	36 
Anas Saeed 	95 	15 	67 	69 	92 	111 	33 	482 
Aseel Qiad 	86 	96 	81 	122 		76 	125 	586 
Zeina Sheban 	28 		97 	103 				228 
Marah Bishany 		61 	47 				64 	172 
Zaid Ahmad 	52 	64 			55 	65 	19 	255 
Grand Total 	394 	286 	292 	334 	254 	389 	344 	2293 
								
Other % 								
								
Other % 	Date 							
Name 	02-Feb-2023 	03-Feb-2023 	04-Feb-2023 	05-Feb-2023 	06-Feb-2023 	07-Feb-2023 	08-Feb-2023 	
Mohammed yahya 	22% 	22% 		30% 	25% 	19% 	15% 	
Safa Mursel 								
Anas Saeed 	18% 	33% 	21% 	19% 	16% 	16% 	12% 	
Aseel Qiad 	8% 	6% 	11% 	11% 		13% 	14% 	
Zeina Sheban 			14% 	17% 				
Marah Bishany 			2% 				3% 	
Zaid Ahmad 	2% 	9% 			4% 		16% 	
								
FCR % 								
								
FCR % 	Date 							
Name 	02-Feb-2023 	03-Feb-2023 	04-Feb-2023 	05-Feb-2023 	06-Feb-2023 	07-Feb-2023 	08-Feb-2023 	
Mohammed yahya 	45% 	36% 		40% 	43% 	51% 	51% 	
Safa Mursel 								
Anas Saeed 	45% 	53% 	43% 	45% 	38% 	46% 	33% 	
Aseel Qiad 	28% 	33% 	27% 	40% 		36% 	27% 	
Zeina Sheban 			40% 	32% 				
Marah Bishany 		33% 	15% 				25% 	
Zaid Ahmad 	29% 	27% 			24% 	15% 	32% 	
								
DSAT received by Scenario Last week(Survey received time) 			
								
Scenario 	Total Rated Tickets 	DSAT Tickets 	DSAT% 					
Returns and Refund 	58 	20 	34% 					
Click & Collect 	34 	6 	18% 					
Cancellation 	25 	7 	28% 					
LMG 	22 	11 	50% 					
Delivery Related Within TAT 	17 	5 	29% 					
Wrong Item Delivered 	13 	2 	15% 					
Other 	13 	6 	46% 					
Account Related 	12 	3 	25% 					
Delivery Related Outside TAT 	9 	4 	44% 					
Order Not Found 	8 	4 	50% 					
Tabby disabled in CP 	6 	3 	50% 					
Promo/Gift Card 	5 	4 	80% 					
Damaged Delivery 	5 	4 	80% 					
Nil Pick 	3 	2 	67% 					
								
CSAT % 								
								
C-Sat 	Date 							
Name 	02-Feb-2023 	03-Feb-2023 	04-Feb-2023 	05-Feb-2023 	06-Feb-2023 	07-Feb-2023 	08-Feb-2023 	
Mohammed yahya 	45% 	50% 		50% 	38% 	75% 	78% 	
Safa Mursel 	25% 						100% 	
Anas Saeed 	63% 	100% 	57% 	40% 	18% 	73% 		
Aseel Qiad 	50% 	25% 	30% 	56% 		100% 	50% 	
Zeina Sheban 	75% 		62% 	44% 				
Marah Bishany 		29% 	50% 				33% 	
Zaid Ahmad 	56% 	56% 			22% 	20% 	100% 	

From: "Gaurav Yadav" <[email-masked]> 
To: "saurabh" <[email-masked]> 
Cc: "Bidipta Dutta" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Wednesday, February 8, 2023 3:19:49 PM 
Subject: LSM Automation Report - 1st Feb to 7th Feb 

Hi, 

Given below is the Automation report from 1st Feb to 7th Feb 

Total Tickets done 
		C-Sat % 		FCR % 		
Avg tickets per day 
		
	2348 		46% 		36% 		335 		

Handled Automation tickets by agent 

Sum of Tickets 	Date 								
Name 	1-Feb-2023 	2-Feb-2023 	3-Feb-2023 	4-Feb-2023 	5-Feb-2023 	6-Feb-2023 	7-Feb-2023 	Grand Total 	
Mohammed yahya 	118 	119 	50 		40 	107 	137 	571 	
Safa Mursel 	13 	14 						27 	
Anas Saeed 	51 	95 	15 	67 	69 	92 	111 	500 	
Aseel Qiad 	118 	86 	96 	81 	122 		76 	579 	
Zeina Sheban 		28 		97 	103 			228 	
Marah Bishany 	32 		61 	47 				140 	
Zaid Ahmad 	61 	52 	64 			55 	65 	297 	
Grand Total 	393 	394 	286 	292 	334 	254 	389 	2342 	
									
Other % 									
									
Other % 	Date 								
Name 	1-Feb-2023 	2-Feb-2023 	3-Feb-2023 	4-Feb-2023 	5-Feb-2023 	6-Feb-2023 	7-Feb-2023 		
Mohammed yahya 	19% 	22% 	22% 		30% 	25% 	19% 		
Safa Mursel 									
Anas Saeed 	18% 	18% 	33% 	21% 	19% 	16% 	16% 		
Aseel Qiad 	16% 	8% 	6% 	11% 	11% 		13% 		
Zeina Sheban 				14% 	17% 				
Marah Bishany 				2% 					
Zaid Ahmad 	7% 	2% 	9% 			4% 			
									
FCR % 									
									
FCR % 	Date 								
Name 	1-Feb-2023 	2-Feb-2023 	3-Feb-2023 	4-Feb-2023 	5-Feb-2023 	6-Feb-2023 	7-Feb-2023 		
Mohammed yahya 	36% 	45% 	36% 		40% 	43% 	39% 		
Safa Mursel 									
Anas Saeed 	29% 	45% 	53% 	43% 	45% 	35% 	37% 		
Aseel Qiad 	41% 	28% 	33% 	27% 	40% 		36% 		
Zeina Sheban 				40% 	32% 				
Marah Bishany 			33% 	15% 					
Zaid Ahmad 	21% 	29% 	27% 			20% 	17% 		
									
DSAT received by Scenario Last week(Survey received time) 

Scenario 	Total Rated Tickets 	DSAT Tickets 	DSAT% 						
Returns and Refund 	56 	24 	43% 						
Click & Collect 	30 	7 	23% 						
Cancellation 	28 	10 	36% 						
LMG 	21 	11 	52% 						
Wrong Item Delivered 	17 	4 	24% 						
Delivery Related Within TAT 	16 	5 	31% 						
Other 	13 	6 	46% 						
Account Related 	11 	1 	9% 						
Delivery Related Outside TAT 	7 	2 	29% 						
Order Not Found 	7 	3 	43% 						
Tabby disabled in CP 	6 	3 	50% 						
Promo/Gift Card 	5 	4 	80% 						
Damaged Delivery 	5 	4 	80% 						
Forgot Password 	2 	1 	50% 						
Nil Pick 	2 	1 	50% 						
									
CSAT % 									
									
C-Sat 	Date 								
Name 	1-Feb-2023 	2-Feb-2023 	3-Feb-2023 	4-Feb-2023 	5-Feb-2023 	6-Feb-2023 	7-Feb-2023 		
Mohammed yahya 	55% 	45% 	50% 		50% 	38% 	75% 		
Safa Mursel 		25% 							
Anas Saeed 	80% 	63% 	100% 	57% 	40% 	18% 	63% 		
Aseel Qiad 	54% 	50% 	25% 	22% 	56% 		100% 		
Zeina Sheban 		75% 		73% 	50% 				
Marah Bishany 	38% 		29% 	50% 					
Zaid Ahmad 	45% 	56% 	56% 			14% 	25% 		

From: "Gaurav Yadav" <[email-masked]> 
To: "saurabh" <[email-masked]> 
Cc: "Bidipta Dutta" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Tuesday, January 31, 2023 2:38:11 PM 
Subject: LSM Automation Report - 24th Jan to 30th Jan 

Hi, 

Given below is the Automation report from 24th Jan to 30th Jan 

Summary - January 	Total Tickets done 		C-Sat % 		FCR % 		Avg tickets per day 	
	11534 		50% 		36% 		384 	

Handled Automation tickets by agent 								
								
Sum of Tickets 	Date 							
Name 	24-Jan-2023 	25-Jan-2023 	26-Jan-2023 	27-Jan-2023 	28-Jan-2023 	29-Jan-2023 	30-Jan-2023 	Grand Total 
Mohammed yahya 	58 	111 	88 	64 	21 	110 	124 	576 
Safa Mursel 		4 	9 		57 	83 	81 	234 
Anas Saeed 	103 	68 	49 	39 	48 	94 	96 	497 
Aseel Qiad 	87 	90 	109 	121 	93 			500 
Zeina Sheban 		13 	28 	38 	8 	52 	32 	171 
Marah Bishany 	27 	13 		20 		28 	37 	125 
Zaid Ahmad 	44 	38 		43 	70 		45 	240 
Grand Total 	319 	337 	283 	325 	297 	367 	415 	2343 
								
Other % 								
								
Other % 	Date 							
Name 	24-Jan-2023 	25-Jan-2023 	26-Jan-2023 	27-Jan-2023 	28-Jan-2023 	29-Jan-2023 	30-Jan-2023 	
Mohammed yahya 	12% 	16% 	22% 	31% 	24% 	22% 	24% 	
Safa Mursel 					14% 	13% 	16% 	
Anas Saeed 	15% 	9% 	10% 	13% 	25% 	21% 	10% 	
Aseel Qiad 	7% 	10% 	11% 	12% 	4% 			
Zeina Sheban 						4% 		
Marah Bishany 								
Zaid Ahmad 		3% 			10% 		7% 	
								
FCR % 								
								
FCR % 	Date 							
Name 	24-Jan-2023 	25-Jan-2023 	26-Jan-2023 	27-Jan-2023 	28-Jan-2023 	29-Jan-2023 	30-Jan-2023 	
Mohammed yahya 	48% 	54% 	51% 	47% 	48% 	45% 	40% 	
Safa Mursel 					39% 	34% 	31% 	
Anas Saeed 	41% 	53% 	45% 	49% 	44% 	39% 	43% 	
Aseel Qiad 	29% 	37% 	39% 	21% 	24% 			
Zeina Sheban 			7% 	8% 		21% 		
Marah Bishany 								
Zaid Ahmad 	18% 	24% 		26% 	33% 		13% 	
								
DSAT received by Scenario Last week(Survey received time) 			
								
Scenario 	Total Rated Tickets 	DSAT Tickets 	DSAT% 					
Returns and Refund 	68 	23 	34% 					
Click & Collect 	30 	11 	37% 					
Wrong Item Delivered 	23 	9 	39% 					
Delivery Related Within TAT 	18 	2 	11% 					
LMG 	16 	6 	38% 					
Cancellation 	14 	2 	14% 					
Damaged Delivery 	13 	6 	46% 					
Account Related 	9 	1 	11% 					
Other 	8 	5 	63% 					
Delivery Related Outside TAT 	5 	2 	40% 					
Change Address or Phone Number 	5 	3 	60% 					
Nil Pick 	5 	1 	20% 					
Order Not Found 	3 	2 	67% 					
Forgot Password 	3 	3 	100% 					
Feedback/Compliment 	3 	1 	33% 					
Promo/Gift Card 	2 	1 	50% 					

CSAT % 

C-Sat 	Date 							
Name 	24-Jan-2023 	25-Jan-2023 	26-Jan-2023 	27-Jan-2023 	28-Jan-2023 	29-Jan-2023 	30-Jan-2023 	
Mohammed yahya 	33% 		82% 	25% 	50% 	43% 	50% 	
Safa Mursel 		100% 			67% 	67% 	33% 	
Anas Saeed 	50% 	88% 	33% 	50% 	25% 	67% 		
Aseel Qiad 	10% 	45% 	64% 	53% 	58% 			
Zeina Sheban 		100% 	50% 	80% 	100% 	20% 	33% 	
Marah Bishany 	75% 	67% 		50% 		57% 	33% 	
Zaid Ahmad 	67% 	40% 		50% 	70% 		20% 	

From: "Gaurav Yadav" <[email-masked]> 
To: "saurabh" <[email-masked]> 
Cc: "Bidipta Dutta" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Monday, January 30, 2023 3:51:32 PM 
Subject: LSM Automation Report - 23rd Jan to 29th Jan 

Hi, 

Given below is the Automation report for last week. 

Summary - January 	Total Tickets done 		C-Sat % 		FCR % 		Avg tickets per day 		
	11119 		51% 		37% 		383 		

Handled Automation tickets by agent 									
									
Sum of Tickets 	Date 								
Name 	23-Jan-2023 	24-Jan-2023 	25-Jan-2023 	26-Jan-2023 	27-Jan-2023 	28-Jan-2023 	29-Jan-2023 	Grand Total 	
Mohammed yahya 	96 	58 	111 	88 	64 	21 	110 	548 	
Safa Mursel 	94 		4 	9 		57 	83 	247 	
Anas Saeed 	100 	103 	68 	49 	39 	48 	94 	501 	
Aseel Qiad 		87 	90 	109 	121 	93 		500 	
Zeina Sheban 	25 		13 	28 	38 	8 	52 	164 	
Marah Bishany 	37 	27 	13 		20 		28 	125 	
Zaid Ahmad 	30 	44 	38 		43 	70 		225 	
Grand Total 	382 	319 	337 	283 	325 	297 	367 	2310 	
									
Other % 									
									
Other % 	Date 								
Name 	23-Jan-2023 	24-Jan-2023 	25-Jan-2023 	26-Jan-2023 	27-Jan-2023 	28-Jan-2023 	29-Jan-2023 		
Mohammed yahya 	18% 	12% 	16% 	22% 	31% 	24% 	22% 		
Safa Mursel 	11% 					14% 	13% 		
Anas Saeed 	16% 	15% 	9% 	10% 	13% 	25% 	21% 		
Aseel Qiad 		7% 	10% 	11% 	12% 	4% 			
Zeina Sheban 							4% 		
Marah Bishany 									
Zaid Ahmad 			3% 			10% 			
									
FCR % 									
									
FCR % 	Date 								
Name 	23-Jan-2023 	24-Jan-2023 	25-Jan-2023 	26-Jan-2023 	27-Jan-2023 	28-Jan-2023 	29-Jan-2023 		
Mohammed yahya 	43% 	48% 	55% 	50% 	48% 	29% 	41% 		
Safa Mursel 	51% 					39% 	34% 		
Anas Saeed 	48% 	40% 	53% 	45% 	49% 	44% 	37% 		
Aseel Qiad 		29% 	37% 	39% 	23% 	24% 			
Zeina Sheban 				7% 	8% 		21% 		
Marah Bishany 									
Zaid Ahmad 		18% 	24% 		26% 	27% 			
									
DSAT received by Scenario Last week(Survey received time) 				
									
Scenario 	Total Rated Tickets 	DSAT Tickets 	DSAT% 						
Returns and Refund 	66 	20 	30% 						
Click & Collect 	30 	10 	33% 						
Wrong Item Delivered 	20 	7 	35% 						
LMG 	15 	4 	27% 						
Cancellation 	15 	3 	20% 						
Damaged Delivery 	13 	6 	46% 						
Delivery Related Outside TAT 	8 	4 	50% 						
Other 	8 	5 	63% 						
Account Related 	7 	1 	14% 						
Order Not Found 	6 	2 	33% 						
Nil Pick 	5 	2 	40% 						
Change Address or Phone Number 	4 	2 	50% 						
Promo/Gift Card 	4 	1 	25% 						
Feedback/Compliment 	3 	1 	33% 						
Forgot Password 	2 	2 	100% 						
									
CSAT % 									
									
C-Sat 	Date 								
Name 	23-Jan-2023 	24-Jan-2023 	25-Jan-2023 	26-Jan-2023 	27-Jan-2023 	28-Jan-2023 	29-Jan-2023 		
Mohammed yahya 	43% 	33% 		90% 	33% 	100% 	33% 		
Safa Mursel 	57% 		100% 			100% 	60% 		
Anas Saeed 	42% 	50% 	88% 	33% 	100% 	25% 	50% 		
Aseel Qiad 		10% 	40% 	64% 	56% 	64% 			
Zeina Sheban 	25% 		100% 	50% 	80% 	100% 			
Marah Bishany 	50% 	75% 	67% 		50% 		50% 		
Zaid Ahmad 	71% 	100% 	40% 		50% 	78% 			

From: "Gaurav Yadav" <[email-masked]> 
To: "saurabh" <[email-masked]> 
Cc: "Bidipta Dutta" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Saturday, January 28, 2023 1:26:19 PM 
Subject: LSM Automation Report - 21st Jan to 27th Jan