Subject: Fwd: HomeBox Fresh desk Open Tickets January 5, 2021
From: Niren Dsouza <[email-masked]>
To: Ashish Dabral <[email-masked]>
Date: Mon, 18 Jan 2021 01:50:48 -0700 (MST)

Niren D'Souza 
Team Manager 
[email-masked] 

From: "saurabh" <[email-masked]> 
To: "Yahia Taha" <[email-masked]> 
Cc: "Niren Dsouza" <[email-masked]>, "Saurav Chakraborty" <[email-masked]>, "Hasan Razakhan" <[email-masked]>, "Muralidharan Gunjur" <[email-masked]>, "murtaza kutiyanawala" <[email-masked]> 
Sent: Wednesday, January 6, 2021 6:32:46 PM 
Subject: Re: HomeBox Fresh desk Open Tickets January 5, 2021 

Hi Yahia, 

Thanks for your email. We don't currently work on these channels for Homebox. I am adding [ mailto:[email-masked] | 
@Murtaza Kutiyanawala ] who may be able to throw some light. 

Saurabh Dadu 
LiveSalesman 
India: +91 120 4332621 x 17 
US: 1 240 949 2437 
Cell: +91 9810175203 

From: Yahia Taha <[email-masked]> 
Sent: 06 January 2021 5:39 PM 
To: Saurabh Dadu <[email-masked]> 
Cc: Niren HB LSM Dsouza <[email-masked]>; Saurav Chakraborty HB LSM <[email-masked]>; Hasan Razakhan <[email-masked]>; Muralidharan Gunjur <[email-masked]> 
Subject: FW: HomeBox Fresh desk Open Tickets January 5, 2021 

Dear Saurabh 

Need your kind advice here please, just want to understand who is managing Emails ,chat, Portal and outbound tickets creation and assigning ,and what is the reason of not assigning them to agent. 

	

Row Labels 	

Count of Source 

Chat 	

1 

Email 	

56 

Outbound Email 	

9 

Phone 	

21 

Portal 	

1 

Grand Total 	

88 

Best Regards 

Yahia Taha 

Customer Care Team Leader - Home box 

800-1110888 

Ext: 3457 

Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia 

[ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960986330&sdata=CzDg2vAtQD5CTi%2Bv9vKUiECOF5VcIbuwGzDWImDgzd0%3D&reserved=0 | www.homeboxstores.com ] | [ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960996327&sdata=1M6qxxiDpPF8W8JPP0QPEQUfhqD3HGw%2BSIsCuXQLGI8%3D&reserved=0 | www.landmarkgroup.com ] 

From: Baraa Abukhadra <[email-masked]> 
Sent: Tuesday, January 5, 2021 9:45 PM 
To: Yahia Taha <[email-masked]> 
Cc: Muralidharan Gunjur <[email-masked]>; Nour Hanayneh <[email-masked]>; Deepak Devasia <[email-masked]> 
Subject: RE: HomeBox Fresh desk Open Tickets January 5, 2021 

External email sender, please take precaution. 

Dear Yahia, 

I had a call with Jessie, today and she confirmed that you have to check with the team handling emails to slove the issue. Would you please check on this 

Best Regards, 

	

Baraa Abu Khadra 
Operations Support Centre Supervisor 

T: + 962 6 500 1333 

F: +962 6 500 1334 

M: +962 79 1327 282 

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

[ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.crystel.co%2F&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C73bfd867b12943c1d0db08d8b1aa0034%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637454691031073010%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=VuLwYVgURVE97aLnzWusgORJ2UN3A5SfjeYsn%2BZAngU%3D&reserved=0 | www.crystel.co ] 

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From: Jessie Caparas [ [ mailto:[email-masked] | mailto:[email-masked] ] ] 
Sent: Tuesday, January 5, 2021 12:11 PM 
To: Baraa Abukhadra; Yahia Taha 
Cc: Muralidharan Gunjur; Maryam Yahya; Nour Hanayneh; Deepak Devasia; Karim Asklany; Ramesh Gottimukkala; Rozan Abdelraziq; Mohammad Ayaz; Ksaconloc Returns; Mohammad Hameed Mohammad Fasi; Mustehsan Siddiqui 
Subject: RE: HomeBox Fresh desk Open Tickets January 5, 2021 
Importance: High 

Hi Baraa, 

Let’s discuss this on our call later. 

Thank you and Kind Regards, 

Jessie Caparas 

T: +97145172087 

From: Baraa Abukhadra < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, January 5, 2021 1:31 PM 
To: Yahia Taha < [ mailto:[email-masked] | [email-masked] ] >; Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Muralidharan Gunjur < [ mailto:[email-masked] | [email-masked] ] >; Maryam Yahya < [ mailto:[email-masked] | [email-masked] ] >; Nour Hanayneh < [ mailto:[email-masked] | [email-masked] ] >; Deepak Devasia < [ mailto:[email-masked] | [email-masked] ] >; Karim Asklany < [ mailto:[email-masked] | [email-masked] ] >; Ramesh Gottimukkala < [ mailto:[email-masked] | [email-masked] ] >; Rozan Abdelraziq < [ mailto:[email-masked] | [email-masked] ] >; Mohammad Ayaz < [ mailto:[email-masked] | [email-masked] ] >; Ksaconloc Returns < [ mailto:[email-masked] | [email-masked] ] >; Mohammad Hameed Mohammad Fasi < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: HomeBox Fresh desk Open Tickets January 5, 2021 

External email sender, please take precaution. 

Dear Jessie, 

Just to confirm that we have checked on the tickets not assinged to any agent and we have found that we have only 21 ticket from our end as a call center, other tickets fron other sources. Would you please advise 

	

Row Labels 	

Count of Source 

Chat 	

1 

Email 	

56 

Outbound Email 	

9 

Phone 	

21 

Portal 	

1 

Grand Total 	

88 

Best Regards, 

	

Baraa Abu Khadra 
Operations Support Centre Supervisor 

T: + 962 6 500 1333 

F: +962 6 500 1334 

M: +962 79 1327 282 

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

[ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.crystel.co%2F&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C73bfd867b12943c1d0db08d8b1aa0034%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637454691031102994%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=BqXQYsSdggHxbcq6SGpxoFUpEVUwKv2ousMLT0QNO5s%3D&reserved=0 | www.crystel.co ] 

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From: Yahia Taha [ [ mailto:[email-masked] | mailto:[email-masked] ] ] 
Sent: Tuesday, January 5, 2021 11:02 AM 
To: Jessie Caparas; Baraa Abukhadra 
Cc: Muralidharan Gunjur; Maryam Yahya; Nour Hanayneh; Deepak Devasia; Karim Asklany; Ramesh Gottimukkala; Rozan Abdelraziq; Mohammad Ayaz; Ksaconloc Returns; Mohammad Hameed Mohammad Fasi 
Subject: RE: HomeBox Fresh desk Open Tickets January 5, 2021 

Hi Jessie 

The same was communicated to Team yesterday and they are working on it( please check attached mail) 

[ mailto:[email-masked] | @Baraa Abukhadra ] further to attached mail please check below update and do the needful. 

Best Regards 

Yahia Taha 

Customer Care Team Leader - Home box 

800-1110888 

Ext: 3457 

Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia 

[ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C73bfd867b12943c1d0db08d8b1aa0034%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637454691031132974%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=8i2vbzIIvWTzjk%2BYC4cu0l3qAMPx%2BzMTzGPJ7CZRFcc%3D&reserved=0 | www.homeboxstores.com ] | [ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C73bfd867b12943c1d0db08d8b1aa0034%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637454691031132974%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=lzy1WqICagxRTQLXpICPGP9U7Zn2BeR9Gdsxga0RvGw%3D&reserved=0 | www.landmarkgroup.com ] 

From: Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, January 5, 2021 10:32 AM 
To: Ramesh Gottimukkala < [ mailto:[email-masked] | [email-masked] ] >; Rozan Abdelraziq < [ mailto:[email-masked] | [email-masked] ] >; Mohammad Ayaz < [ mailto:[email-masked] | [email-masked] ] >; Ksaconloc Returns < [ mailto:[email-masked] | [email-masked] ] >; Mohammad Hameed Mohammad Fasi < [ mailto:[email-masked] | [email-masked] ] >; Yahia Taha < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Muralidharan Gunjur < [ mailto:[email-masked] | [email-masked] ] >; Baraa Abukhadra < [ mailto:[email-masked] | [email-masked] ] >; Maryam Yahya < [ mailto:[email-masked] | [email-masked] ] >; Nour Hanayneh < [ mailto:[email-masked] | [email-masked] ] >; Deepak Devasia < [ mailto:[email-masked] | [email-masked] ] >; Karim Asklany < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: HomeBox Fresh desk Open Tickets January 5, 2021 
Importance: High 

Hi [ mailto:[email-masked] | 
@Yahia Taha ] 

The attached tickets shared by Ramesh are tickets with no association. 

For them to action these cases, each ticket has to be converted into a parent and child. 

Parent tickets has to be kept under your teams ownership and child tickets to be assigned to the KSA WH Escalations Group. 

Thank you and Kind Regards, 

Jessie Caparas 

T: +97145172087 

From: Ramesh Gottimukkala < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, January 5, 2021 11:22 AM 
To: Rozan Abdelraziq < [ mailto:[email-masked] | [email-masked] ] >; Mohammad Ayaz < [ mailto:[email-masked] | [email-masked] ] >; Ksaconloc Returns < [ mailto:[email-masked] | [email-masked] ] >; Mohammad Hameed Mohammad Fasi < [ mailto:[email-masked] | [email-masked] ] >; Yahia Taha < [ mailto:[email-masked] | [email-masked] ] >; Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Muralidharan Gunjur < [ mailto:[email-masked] | [email-masked] ] >; Baraa Abukhadra < [ mailto:[email-masked] | [email-masked] ] >; Maryam Yahya < [ mailto:[email-masked] | [email-masked] ] >; Nour Hanayneh < [ mailto:[email-masked] | [email-masked] ] >; Deepak Devasia < [ mailto:[email-masked] | [email-masked] ] >; Karim Asklany < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: HomeBox Fresh desk Open Tickets January 5, 2021 

+ [ mailto:[email-masked] | @Jessie Caparas ] 

From: Rozan Abdelraziq < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, January 5, 2021 10:18 AM 
To: Mohammad Ayaz < [ mailto:[email-masked] | [email-masked] ] >; Ksaconloc Returns < [ mailto:[email-masked] | [email-masked] ] >; Mohammad Hameed Mohammad Fasi < [ mailto:[email-masked] | [email-masked] ] >; Ramesh Gottimukkala < [ mailto:[email-masked] | [email-masked] ] >; Yahia Taha < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Muralidharan Gunjur < [ mailto:[email-masked] | [email-masked] ] >; Baraa Abukhadra < [ mailto:[email-masked] | [email-masked] ] >; Maryam Yahya < [ mailto:[email-masked] | [email-masked] ] >; Nour Hanayneh < [ mailto:[email-masked] | [email-masked] ] >; Deepak Devasia < [ mailto:[email-masked] | [email-masked] ] >; Karim Asklany < [ mailto:[email-masked] | [email-masked] ] > 
Subject: HomeBox Fresh desk Open Tickets January 5, 2021 

External email sender, please take precaution. 

Hi Team, 

Hope this email finds you well. 

In the attachment is the required Fresh Desk open tickets report, kindly check and do the needful. 

Count of ageing 	

Column Labels 	

	

	

	

Row Labels 	

0-2 Day 	

3-4 Days 	

5-6 Days 	

7-10 days 	

11-15 days 	

+15days 	

Grand Total 

	

48 	

35 	

17 	

4 	

2 	

2 	

108 

ARAMEX 	

3 	

2 	

4 	

1 	

	

10 

LMG INTERNAL TEAM 	

3 	

2 	

	

1 	

6 

SHIPA 	

4 	

	

	

1 	

5 

WAREHOUSE 	

	

1 	

	

1 	

2 

Grand Total 	

58 	

39 	

22 	

5 	

3 	

4 	

131 

	

Count of ageing 	

Column Labels 	

	

	

	

Row Labels 	

0-2 Day 	

3-4 Days 	

5-6 Days 	

7-10 days 	

11-15 days 	

+15days 	

Grand Total 

Abdullah Muhaisen 	

2 	

	

	

2 

Ali Abdelrahem Almozain 	

	

	

1 	

1 

Aseel.jaara khairi 	

3 	

1 	

2 	

	

6 

Faisal Issa 	

	

1 	

	

1 

Hamza.abuazzam Nouri Abuazzam 	

	

3 	

2 	

2 	

7 

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

3 	

2 	

2 	

1 	

	

8 

Ismail Mohamed Aboukhater 	

	

	

1 	

1 

Majd Olayyan 	

3 	

4 	

	

1 	

8 

No Agent 	

43 	

30 	

13 	

1 	

1 	

88 

Rawan busaileh 	

2 	

1 	

	

	

3 

Rozan hani Abdelraziq 	

	

	

1 	

1 

Shrouq Majdi Alqawasmi 	

2 	

1 	

	

	

3 

sofyan.abujazwah ali abu jazwah 	

	

2 	

	

2 

Grand Total 	

58 	

39 	

22 	

5 	

3 	

4 	

131 

Best Regards, 

	

Rozan Abdelraziq 
Service Advisor 

T: + 962 6 500 1333 

F: +962 6 500 1334 

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

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