Subject: Bad CSAT Review - April 2021
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: deeksha <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Date: Wed, 7 Apr 2021 06:50:09 -0700 (MST)

Hi Heta, 

I have reviewed the Bad CSAT for April till yesterday. 

Found 3 Agent related errors. The feedback was passed to the agents already as 2 of them are old mistakes. 

I have also added a sub-category for the errors so that we can track what is the actual reason for the Bad Survey. 

Attached is the report. 

Agent Wise 			Group Wise 			Category Wise 			Sub Category Wise 			EPOS L1 			Gaming 	
Name 	Total 		Ticket group 	Total 		Category 	Total 		Sub Category 	Total 		Category 	Total 		Category 	Total 
Denisa 	2 		EPOS L1 	42.86% 		Agent 	42.86% 		Incorrect Comprehension 	33.33% 		Agent 	2 		Agent 	1 
Dipanshu 	1 		Gaming 	57.14% 		Process 	28.57% 		Process Knowledge 	66.67% 		Grand Total 	2 		Grand Total 	1 
Ismael 	1 		Grand Total 	100.00% 		Product 	28.57% 		Grand Total 	100.00% 						
Jessica 	1 					Grand Total 	100.00% 									
Karin 	1 															
Modassir 	1 															
Grand Total 	7 															

Regards, 
Pritish Nandi