Subject: DSAT Audits - Jan 2022
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]>, abhishek kumar <[email-masked]>
Date: Tue, 25 Jan 2022 00:05:57 -0700 (MST)

Hi Heta, 

PFB the DSAT audits for Jan 2022, up until 23 Jan 2022. I have found five new Agent errors, specifically in gaming tickets which I have shared the feedback already. 

Enterprise: 4.42 
Gaming: 4.12 
Enterprise Response: 16.62% 
Gaming Response: 17.65% 
Total Survey sent: 1872 
Total Rated Tickets: 323 

Enterprise 		
Category 	Sub Category 	Total 
Agent 	Slow Troubleshooting 	1 
Agent Total 	1 
Customer 	Responsiveness 	1 
Wrong Survey Feed 	1 
Customer Total 	2 
Procedure 	Troubleshooting 	1 
Warranty policies/procedure 	2 
Procedure Total 	3 
Product 	Feature 	1 
Product Total 	1 
Grand Total 		7 

Gaming 		
Category 	Sub Category 	Total 
Agent 	Slow Troubleshooting 	1 
Poor Communication 	2 
Misunderstanding 	3 
Incorrect Answers 	2 
Agent Total 	8 
Customer 	Responsiveness 	2 
Wrong Survey Feed 	2 
Customer Total 	4 
Procedure 	Delay in handling by country partner 	1 
Troubleshooting 	2 
Warranty policies/procedure 	9 
Country Partner Procedure 	2 
Procedure Total 	14 
Product 	Quality 	1 
Spare Parts 	1 
Feature 	3 
Bugs 	1 
Spare Part 	1 
Product Total 	7 
Warranty (CS) 	Slow Shipping 	1 
Warranty (CS) Total 	1 
Grand Total 		34 

Regards, 
Pritish Nandi