Subject: DSAT Audits - July 2022
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: saurabh <[email-masked]>, deeksha <[email-masked]>, Pravesh Singh <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Date: Thu, 28 Jul 2022 22:51:34 -0700 (MST)

Hi Heta, 

We have done the DSAT audits and found a total of 5 agent errors in July 2022. Feedback has be shared with them. 

Ticket ID 	Assignee 	Group 	Brand 	Rating 	Category 	Sub Category 	Remarks 
228140 	Kesia Nicole Belleza 	Gaming 	EPOS Gaming 	1 	Agent 	Slow troubleshooting 	Frangmented troubleshooting 
231573 	Sven Thiele 	EPOS L1 	EPOS Enterprise 	1 	Agent 	Incorrect answers 	Did not share the corect answer about the headset 
232746 	Shivangi Bhattacharya 	Gaming 	EPOS Gaming 	1 	Agent 	Incomplete Resolution 	Incomplete Response sent first time however it was fixed later 
233250 	Adelina Paula Bartes 	Gaming 	EPOS Gaming 	1 	Agent 	Poor communication 	A few repeated questions. No response from the customer. 
234191 	Abhishek Tripathi 	Gaming 	EPOS Gaming 	1 	Agent 	Slow troubleshooting 	The agent should've escalated for RMA approval 

PFB the data for the CSAT: 

Enterprise: 4.30 
Gaming: 4.20 
Survey Sent: 2208 
Rated Tickets: 499 
Response %: 22.60% 

Enterprise 		
Category 	Sub Category 	Total 
Agent 	Incorrect answers 	1 
Agent Total 	1 
Customer 	Incorrect Survey Feed 	2 
Misunderstanding 	1 
Customer Total 	3 
Procedure 	Troubleshooting 	1 
	Warranty policies/procedure 	4 
Procedure Total 	5 
Product 	Compatibility 	2 
Quality 	1 
Product Total 	3 
Sales 	Contact customer 	1 
Sales Total 	1 
Warranty_CS 	Inventory 	1 
Warranty_CS Total 	1 
Grand Total 		14 

Gaming 		
Category 	Sub Category 	Total 
Agent 	Incomplete Resolution 	1 
Slow troubleshooting 	2 
Poor communication 	1 
Agent Total 	4 
Customer 	Incorrect Survey Feed 	1 
Responsiveness 	1 
Unresponsive 	4 
Customer knowledge 	1 
Cooperating 	2 
Customer Total 	9 
Procedure 	Warranty policies/procedure 	17 
Procedure Total 	17 
Product 	Compatibility 	1 
Feature 	3 
Quality 	4 
Spare Part 	1 
Product Total 	9 
Sales 	Website purchase 	3 
Sales Total 	3 
Warranty_CS 	Slow Shipping 	1 
Warranty_CS Total 	1 
Grand Total 		43 

Regards, 
Pritish Nandi