Subject: Bad CSAT Survey Audit - April 2022
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Mon, 25 Apr 2022 05:50:23 -0700 (MST)

Hi Heta, 

PFB the snapshop for the Bad CSAT survey audits. Found new agent errors and shared the feedback with the agents. 

Enterprise Rating: 4.32 
Gaming Rating: 4.29 
Solved Tickets: 4407 
Survey Sent: 1964 
Rated Tickets: 463 
Response Rate: 23.57% 

Enterprise 		
Category 	Sub Category 	Total 
Agent 	Misunderstanding 	1 
Poor communication 	2 
Incorrect answers 	1 
Agent Total 		4 
Customer 	Responsiveness 	2 
Incorrect Survey Feed 	1 
Customer Total 		3 
Procedure 	Troubleshooting 	2 
Warranty policies/procedure 	4 
Procedure Total 		6 
Product 	Feature 	1 
Quality 	3 
Compatibility 	1 
Product Total 		5 
Warranty_CS 	Slow Shipping 	1 
Warranty_CS Total 		1 
Grand Total 		19 

Gaming 		
Category 	Sub Category 	Total 
Agent 	Misunderstanding 	4 
Not calling 	1 
Poor communication 	1 
Slow troubleshooting 	1 
Incomplete Resolution 	1 
Agent Total 	8 
Customer 	Responsiveness 	3 
Incorrect Survey Feed 	1 
Customer Total 	4 
Procedure 	Troubleshooting 	1 
Warranty policies/procedure 	10 
Procedure Total 	11 
Product 	Bugs 	1 
Feature 	2 
Quality 	2 
Compatibility 	1 
Product Total 	6 
Warranty_CS 	Inventory 	1 
Warranty_CS Total 	1 
Grand Total 		30 

Ticket ID 	Assignee 	Group 	Brand 	Rating 	Category 	Sub Category 	Remarks 
207720 	Bharat Bhattacharya 	Gaming 	EPOS Gaming 	1 	Agent 	Not calling 	Agent did not call the customer again when he was not replying 
208903 	Denisa Magda 	Warranty 	EPOS Gaming 	1 	Agent 	Misunderstanding 	Aghent denied warranty even if the product was bricked because of the FW update 
208455 	Denisa Magda 	Gaming 	EPOS Gaming 	1 	Agent 	Misunderstanding 	Agent did not comprehend the issue at all and tried answering incorrectly 
213345 	Jeet Behera 	EPOS L1 	EPOS Enterprise 	2 	Agent 	Poor communication 	The agent did not ask relevant questions on chat. Did not discuss with Senior. 
212113 	Jeet Behera 	EPOS L1 	EPOS Enterprise 	1 	Agent 	Incorrect answers 	Provided incorrect and incomplete answers. Slow troubleshooting 
210207 	Ritesh Kumar 	Warranty 	EPOS Gaming 	1 	Agent 	Misunderstanding 	Agent did not comprehend what the customer said. Poor language skills 
208406 	Ritesh Kumar 	Gaming 	EPOS Gaming 	1 	Agent 	Poor communication 	Communication with customer over the phone and slow troubleshooting 
213400 	Ritesh Kumar 	Gaming 	EPOS Gaming 	1 	Agent 	Misunderstanding 	Asked customer to contact reseller for GTW 270 issue 
214281 	Sebastian Coldea 	EPOS L1 	EPOS Enterprise 	1 	Agent 	Poor communication 	Did not answer the customer chat for 8 mins. No email was send either. Dupe ticket was created by customer 
213760 	Shivangi Bhattacharya 	Gaming 	EPOS Gaming 	1 	Agent 	Slow troubleshooting 	No phone number asked and also did not ask all relevant questions at one go. 
208771 	Shivangi Bhattacharya 	EPOS L1 	EPOS Enterprise 	1 	Agent 	Misunderstanding 	Agent did not understand the issue. Did not go through the complete screenshots to find it. 
212362 	Sven Thiele 	Gaming 	EPOS Gaming 	2 	Agent 	Incomplete Resolution 	Did not provbide complete resolution. Did not provbide correct troubleshooting steps. 

Regards, 
Pritish Nandi