Subject: DSAT Audits Nov 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]>, saurabh <[email-masked]>
Date: Sat, 27 Nov 2021 01:33:56 -0700 (MST)

Hi Heta, 

Attached are the DSAT audits for Nov 2021. Below is the snapshot. We have 2 more agent errors in the past week. I will speak to them as soon as they log in on Monday. 

Enterprise: 4.24 
Gaming: 4.10 
Response Rate: 18.94% 

Enterprise 		
Category 	Sub Category 	Total 
Agent 	Incorrect Answer 	1 
Not calling 	1 
Slow troubleshooting 	2 
Poor communication 	1 
Agent Total 	5 
Customer 	Responsiveness 	1 
Customer Total 	1 
Procedure 	Troubleshooting 	1 
Warranty Policy and Procedure 	6 
Procedure Total 	7 
Product 	Compatibility Issue 	6 
	Feature 	1 
	Warranty Policy and Procedure 	1 
Product Total 	8 
Grand Total 		21 

Gaming 		
Category 	Sub Category 	Total 
Agent 	Misunderstanding 	1 
Incorrect Answer 	2 
Not calling 	1 
Slow troubleshooting 	1 
Incomplete Answer 	1 
Agent Total 	6 
Customer 	Wrong Survey Feed 	4 
Responsiveness 	3 
Customer Total 	7 
Procedure 	Troubleshooting 	3 
Warranty Policy and Procedure 	12 
Procedure Total 	15 
Product 	Availability 	1 
Feature 	2 
Spare Part 	1 
Repair Service 	1 
Quality 	1 
Bug 	1 
Product Total 	7 
Grand Total 		35 

Regards, 
Pritish Nandi