Subject: Re: CSAT dropping- client complaint
From: Pravesh Singh <[email-masked]>
To: deeksha <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, saurabh <[email-masked]>
Date: Mon, 8 Aug 2022 12:10:26 -0700 (MST)

Hello Ma'am, 

Please find the attached Gaming-DSATs audit report for this month. On most tickets, warranty was declined by L2 and we were advised to close the ticket. I was able to find one agent mistake as didn't put the correct details in the case summary. The chat was handled by Abhishek and he didn't update the case summary correctly. And, Mary (JP) didn't read the chat before sending the email. 

Best regards, 
Pravesh Singh 

From: "deeksha" <[email-masked]> 
To: "Pravesh Singh" <[email-masked]> 
Cc: "Pritish Nandi" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Monday, August 8, 2022 5:31:49 PM 
Subject: CSAT dropping- client complaint 

Hi Pravesh, 

Hope you had a nice weekend. 

We received this email from the client. Could you please urgently review DSATs received last week and let us know what happened? 

The CSAT for Gaming has dropped from 4.22 to 3.97, its just the second week. But its better to keep an eye on it and encourage the agents to inform the customers about the surveys where the tickets are handled properly or if the customer is happy. 

[ mailto:[email-masked] | @Pritish
 Nandi (LSM) ] : Please look into this when you come in tomorrow and write to the client. 

Thank you 

Kind regards, 
Deeksha