Subject: Re: Homebox UAE Dashboard 01-Feb-2023
From: Saurabh Dadu <[email-masked]>
To: Ahmed Zoher <[email-masked]>, Gaurav Yadav <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>
Date: Sun, 19 Feb 2023 18:08:05 +0000

@Gaurav Yadav<mailto:[email-masked]> - is this done???

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Ahmed Zoher <[email-masked]>
Sent: 03 February 2023 3:19 PM
To: Gaurav Yadav <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>; syed.ataullah <[email-masked]>; Sameer Sadiq (LM-HB) <[email-masked]>; Anunay Sharma <[email-masked]>; Raja Ramachandran <[email-masked]>; Muralidharan Gunjur <[email-masked]>
Subject: RE: Homebox UAE Dashboard 01-Feb-2023

Hi Gaurav,

Any updates for the below please?

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: Ahmed Zoher
Sent: Thursday, February 2, 2023 2:55 PM
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]>
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   : [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]<mailto:[email-masked]>>
Sent: Thursday, February 2, 2023 11:51 AM
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]>>
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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