Subject: DSAT Audits for April 2022
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>, saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Tue, 12 Apr 2022 04:54:41 -0700 (MST)

Hi Heta, 

PFB the DSAT Audit snapshot for April 2022. I have found six agent errors. I will speak to them and sharing feedback accordingly. 

CSAT Enterprise: 4.31 
CSAT Gaming: 4.34 
Total Survey Sent: 897 
Total Rated Tickets: 203 
Response Rate: 22.19% 

Enterprise 		
Category 	Sub Category 	Total 
Agent 	Poor communication 	2 
Agent Total 	2 
Customer 	Responsiveness 	2 
Customer Total 	2 
Procedure 	Troubleshooting 	2 
	Warranty policies/procedure 	1 
Procedure Total 	3 
Product 	Feature 	1 
Product Total 	1 
Warranty_CS 	Slow Shipping 	1 
Warranty_CS Total 	1 
Grand Total 		9 

Gaming 		
Category 	Sub Category 	Total 
Agent 	Misunderstanding 	2 
Not calling 	1 
Slow troubleshooting 	1 
Agent Total 	4 
Customer 	Responsiveness 	2 
Customer Total 	2 
Procedure 	Warranty policies/procedure 	3 
Procedure Total 	3 
Product 	Bugs 	1 
Feature 	1 
Quality 	2 
Product Total 	4 
Grand Total 		13 

Ticket ID 	Assignee 	Group 	Brand 	Rating 	Category 	Sub Category 
207720 	Bharat Bhattacharya 	Gaming 	EPOS Gaming 	1 	Agent 	Not calling 
208455 	Denisa Magda 	Gaming 	EPOS Gaming 	1 	Agent 	Misunderstanding 
208903 	Daniele Castiglioni 	Warranty 	EPOS Gaming 	1 	Agent 	Misunderstanding 
213345 	Jeet Behera 	EPOS L1 	EPOS Enterprise 	2 	Agent 	Poor communication 
213760 	Shivangi Bhattacharya 	Gaming 	EPOS Gaming 	1 	Agent 	Slow troubleshooting 
214281 	Sebastian Coldea 	EPOS L1 	EPOS Enterprise 	1 	Agent 	Poor communication 

Regards, 
Pritish Nandi