Subject: Bad CSAT Survey - April 2021
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, deeksha <[email-masked]>
Date: Fri, 23 Apr 2021 03:51:50 -0700 (MST)

Hi Heta, 

Attached is the Bad CSAT review report. I have found one new agent fault where the agent failed to check the previous history and resulted in a BAD CSAT. Feedback has been passed to the agent. 

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 	12 		Gaming 	57.69% 		Product 	37.18% 		Poor Ticket Handling Skills 	28.57% 		Product 	45.00% 		Product 	40.00% 
Daniele 	9 		EPOS L1 	25.64% 		Out Of Warranty 	23.08% 		Process Knowledge 	14.29% 		Out Of Warranty 	20.00% 		Out Of Warranty 	31.11% 
Pradeep 	8 		Warranty 	16.67% 		Agent 	17.95% 		Technical Error 	14.29% 		Agent 	20.00% 		Agent 	17.78% 
Dheeraj 	7 		Grand Total 	100.00% 		Process 	16.67% 		Did not answer customer question 	7.14% 		Process 	15.00% 		Process 	11.11% 
Jessica 	5 					Logistics 	5.13% 		Previous Agent Issue 	7.14% 		Grand Total 	100.00% 		Grand Total 	100.00% 
Pravesh 	4 					Grand Total 	100.00% 		Response time and comprehension 	7.14% 						
Karin 	4 								Incorrect Comprehension 	7.14% 						
Anupam 	4 								Closed without reply 	7.14% 						
Sebastian 	4 								The explanation was not correct 	7.14% 						
Rosette 	4 								Grand Total 	100.00% 						
Modassir 	3 															
Dipanshu 	3 															
Grace 	3 															
Ismael 	3 															
Antonio 	2 															
AJ Hurry 	2 															
Vishal 	1 															
Grand Total 	78 															

Regards, 
Pritish Nandi