Subject: Quality Report 07/10/2019
From: Parvez Alam <[email-masked]>
To: Gagan Gupta <[email-masked]>, Jorge Mendoza <[email-masked]>, Shubham Saxena <[email-masked]>, Ekta VGG <[email-masked]>, Valentina Bonente <[email-masked]>, Neha Sagar <[email-masked]>, Nitesh Kumar <[email-masked]>, Siddharth Taneja <[email-masked]>, Monish Rawat <[email-masked]>, Poonam Chawla <[email-masked]>, Akanksha Kwatra <[email-masked]>, Cytlali Monroy <[email-masked]>, Fatoumata Altmueller <[email-masked]>, Giada Morello <[email-masked]>, Karanje
Cc: Sankarshan Rajan <[email-masked]>, Rosette Modiri <[email-masked]>
Date: Tue, 8 Oct 2019 04:47:22 -0700 (MST)

Hi Team, 

PFB the productivity report for the audits conducted on 07/10/2019: 

UserName 	#Audited 	#contacts with error 	Avg.Quality Score 
GAGAN.GUPTA 	3 	1 	66.67% 
JORGE.MENDOZA 	2 	1 	81.50% 
SHUBHAM.SAXENA 	1 	1 	86.00% 
EKTA.SHARMA 	15 	4 	91.00% 
VALENTINA.BONENTE 	17 	8 	92.35% 
NEHA.SAGAR 	12 	1 	98.83% 
NITESH.KUMAR 	20 	2 	99.30% 
SIDDHARTH.TANEJA 	13 	1 	99.46% 
MONISH.RAWAT 	15 	1 	99.53% 
POONAM.POONAM 	17 	1 	99.59% 
akansha.kwatra 	1 	0 	100.00% 
CYTLALI.MONROY 	2 	0 	100.00% 
FATOUMATA.ALTMUELLER 	4 	0 	100.00% 
GIADA.MORELLO 	2 	0 	100.00% 
KARANJEET.SINGH 	1 	0 	100.00% 
LENA.WEGNER 	13 	0 	100.00% 
MAKSIM.SEMENOV 	9 	0 	100.00% 
NEETI.SHARMA 	1 	0 	100.00% 

UserName 	WorkItemID 	Error Type 
NEHA.SAGAR 	17565982 	Agent did not select the most appropriate blurb to answer the query which then resulted in further questions 
SHUBHAM.SAXENA 	17547117 	Agent used poor grammar and/or spelling 
EKTA.SHARMA 	17559474 	Answering an email where a customer has sent one email with multiple questions and each question is addressed with separate emails 
GAGAN.GUPTA 	17559759 	Sending a customer a response in the incorrect language, or sending a response to the customer which is totally unrelated to the query 
JORGE.MENDOZA 	17562615 	Agent did not call although banner was in place on the order to make a call 
VALENTINA.BONENTE 	17563033 	Case not escalated to the relevant department when required 
VALENTINA.BONENTE 	17563033 	Case not escalated to the relevant department when required 
EKTA.SHARMA 	17563039 	Case escalated to the wrong department and therefore delaying resolution 
VALENTINA.BONENTE 	17562392 	Agent contacted the customer but did not resolve the case when required 
NEHA.SAGAR 	17565982 	Agent did not address all of the customer's queries 
SHUBHAM.SAXENA 	17547117 	Agent did not recategorize the case to an appropriate enquiry source 
EKTA.SHARMA 	16829228 	Agent used poor grammar and/or spelling 
EKTA.SHARMA 	17559362 	Agent used poor grammar and/or spelling 
MONISH.RAWAT 	17560750 	Agent did not recategorize the case to an appropriate enquiry source 
NITESH.KUMAR 	17562359 	Agent did not recategorize the case to an appropriate enquiry source 
NITESH.KUMAR 	17562359 	Agent did not recategorize the case to an appropriate enquiry source 
POONAM.POONAM 	17562592 	Agent did not recategorize the case to an appropriate enquiry source 
SIDDHARTH.TANEJA 	17559636 	Agent did not recategorize the case to an appropriate enquiry source 
VALENTINA.BONENTE 	17559461 	Agent did not recategorize the case to an appropriate enquiry source 
VALENTINA.BONENTE 	17559628 	Case Note was incomplete or unclear 
VALENTINA.BONENTE 	17560975 	Agent did not recategorize the case to an appropriate enquiry source 
VALENTINA.BONENTE 	17561478 	Agent used poor grammar and/or spelling 
VALENTINA.BONENTE 	17563033 	Agent did not recategorize the case to an appropriate enquiry source 

Kind Regards 
Parvez Khan