Subject: Re: DSAT Audits - Feb 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, 16 Feb 2022 00:30:14 -0700 (MST)

Hi Heta, 

Apologies, forgot to include the attachment. 

Gaming CSAT: 4.08 
Enterprise CSAT: 4.20 
Suevey Sent: 1506 
Ratd Tickets: 291 
Response Rate: 19.32% 

Regards, 
Pritish 

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]> 
Sent: Wednesday, February 16, 2022 12:48:35 PM 
Subject: DSAT Audits - Feb 2022 

Hi Heta, 

Attached is the DSAT audits report for Feb 2022 updated till yesterday. 

I have identified seven agent error. PFB the reasons. I will be speaking to the agents and share the feedback. 

Assignee 	Poor communication 	Incomplete resolution 	Mistakes in Warranty handling 	Slow Response 	Grand Total 
Adelina Paula Bartes 		1 			1 
Bharat Bhattacharya 			1 		1 
Daniele Castiglioni 		1 		1 	2 
Sven Thiele 	1 				1 
Taha Amir 	1 	1 			2 
Grand Total 	2 	3 	1 	1 	7 

The warranty handling mistaked was not for Agent however for Supervisor approving RMA. The RMA was rejected by Pravesh for bricked dongle due to which we received a bad survey. 

Enterprise 		
Category 	Sub Category 	Total 
Agent 	Poor communication 	1 
Incomplete resolution 	2 
Agent Total 	3 
Customer 	Incorrect Survey Feed 	5 
Customer Total 	5 
Procedure 	Warranty policies/procedure 	3 
Procedure Total 	3 
Product 	Compatibility 	1 
Feature 	1 
Product Total 	2 
Warranty 	Inventory 	2 
Warranty Total 	2 
Grand Total 		15 

Gaming 		
Category 	Sub Category 	Total 
Agent 	Poor communication 	1 
Incomplete resolution 	1 
Mistakes in Warranty handling 	1 
Slow Response 	1 
Agent Total 	4 
Customer 	Incorrect Survey Feed 	2 
Misunderstanding 	1 
Unresponsive 	1 
Customer Total 	4 
Procedure 	Warranty policies/procedure 	6 
Procedure Total 	6 
Product 	Compatibility 	5 
Quality 	2 
Spare Part 	2 
Product Total 	9 
Grand Total 		23 

Regards, 
Pritish Nandi