Subject: DSAT Audits June 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]>, Pravesh Singh <[email-masked]>
Date: Wed, 13 Jul 2022 09:45:19 -0700 (MST)

Hi All, 

Please accept my apologies for sending the DSAT audit late. 

We have had 18 agent related errors. The feedback for the agent errors has already been passed on to the agents. 

Also, I would like to highlight that in total we have has 12 customers who rated incorrectly. 

Enterprise CSAT: 4.13 
Gaming CSAT: 4.18 
Survey Sent: 2492 
Rated Tickets: 558 
Response Rate: 22.39% 

Enterprise 		
Category 	Sub Category 	Total 
Agent 	Poor call handling 	1 
Poor communication 	1 
Incorrect answers 	2 
Mistakes in Warranty handling 	1 
Slow troubleshooting 	1 
Misunderstanding 	1 
Agent Total 	7 
Customer 	Incorrect Survey Feed 	3 
Unresponsive 	2 
Customer Total 	5 
Procedure 	Troubleshooting 	4 
Warranty policies/procedure 	5 
Procedure Total 	9 
Product 	Compatibility 	3 
Product Total 	3 
Sales 	Contact customer 	1 
Website purchase 	1 
Sales Total 	2 
Grand Total 		26 

Gaming 		
Category 	Sub Category 	Total 
Agent 	Poor communication 	3 
Warranty policies/procedure 	1 
Not calling 	2 
Incorrect answers 	2 
Slow troubleshooting 	3 
Agent Total 	11 
Customer 	Incorrect Survey Feed 	9 
Unresponsive 	3 
Responsiveness 	1 
Customer Total 	13 
Procedure 	Troubleshooting 	3 
Warranty policies/procedure 	12 
Procedure Total 	15 
Product 	Compatibility 	5 
Feature 	2 
Quality 	6 
Spare Part 	2 
Bugs 	1 
Product Total 	16 
Sales 	Website purchase 	1 
Sales Total 	1 
Warranty_CS 	Inventory 	1 
Warranty_CS Total 	1 
Grand Total 		57 

We have had 18 Agent fault: 

Row Labels 	Agent 	Grand Total 
Grace Boussi 	4 	4 
Jeet Behera 	3 	3 
Sebastian Coldea 	2 	2 
Ritesh Kumar 	2 	2 
AJ Hurry 	2 	2 
Olyvia Malakar 	2 	2 
Kesia Nicole Belleza 	1 	1 
Sven Thiele 	1 	1 
Shivangi Bhattacharya 	1 	1 
Grand Total 	18 	18 

Sub Category 	Total 
Slow troubleshooting 	4 
Poor communication 	4 
Incorrect answers 	4 
Not calling 	2 
Warranty policies/procedure 	1 
Mistakes in Warranty handling 	1 
Poor call handling 	1 
Misunderstanding 	1 
Grand Total 	18 

Regards, 
Pritish Nandi