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: Mon, 13 Jun 2022 03:41:54 -0700 (MST)

Hi Heta, 

Attached is the DSAT audit report. Found 4 more agent errors. 

Enterprise CSAT: 4.15 
Gaming CSAT: 4.30 
Survey Sent: 940 
Rated: 202 
Response Rate: 21.49% 

Enterprise 		
Category 	Sub Category 	Total 
Agent 	Poor call handling 	1 
Poor communication 	1 
Incorrect answers 	1 
Agent Total 	3 
Customer 	Incorrect Survey Feed 	1 
Customer Total 	1 
Procedure 	Troubleshooting 	2 
Warranty policies/procedure 	3 
Procedure Total 	5 
Product 	Compatibility 	1 
Product Total 	1 
Grand Total 		10 

Gaming 		
Category 	Sub Category 	Total 
Agent 	Poor communication 	3 
Not calling 	1 
Agent Total 	4 
Customer 	Incorrect Survey Feed 	2 
Unresponsive 	2 
Responsiveness 	1 
Customer Total 	5 
Procedure 	Warranty policies/procedure 	2 
Procedure Total 	2 
Product 	Compatibility 	1 
Feature 	1 
Quality 	3 
Product Total 	5 
Grand Total 		16 

Ticket ID 	Assignee 	Group 	Brand 	Rating 	Category 	Sub Category 	Remarks 
221319 	AJ Hurry 	Gaming 	EPOS Gaming 	1 	Agent 	Not calling 	Never called customer on all follow ups 
224829 	AJ Hurry 	Gaming 	EPOS Gaming 	1 	Agent 	Poor communication 	Did not explain well why the physical damage was not covered under warranty 
225269 	Grace Boussi 	Gaming 	EPOS Gaming 	1 	Agent 	Poor communication 	The customer already advised that he is no longer under warranty but the agent did not even aknowledge 
225730 	Sebastian Coldea 	EPOS L1 	EPOS Enterprise 	2 	Agent 	Incorrect answers 	Wrong information provided. Should have escalated. 

Regards, 
Pritish Nandi