Subject: DSAT Audits - Aug 2022
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, saurabh <[email-masked]>, deeksha <[email-masked]>, Pravesh Singh <[email-masked]>
Date: Sun, 4 Sep 2022 22:00:23 -0700 (MST)

Hi Heta, 

Attached is teh DSAT audit report for Aug 2022. We have met the target for last month as well. PFB the details. 

Overall we have found 8 agent errors and feedback has been shared with them. 

Enterprise CSAT: 4.36 
Gaming CSAT: 4.39 
Survey Sent: 2504 
Rated Tickets: 648 
Response Rate: 25.88% 

Ticket ID 	Assignee 	Group 	Brand 	Rating 	Category 	Sub Category 	Remarks 
238876 	Mary Grace Matsumoto 	Gaming 	EPOS Gaming 	1 	Agent 	Poor communication 	Repeated questions/probing. User - just purchased this headset. Agent - 3 years ago. The customer contacted the reseller and asked for a refund. 
235559 	Abhishek Tripathi 	Gaming 	EPOS Gaming 	1 	Agent 	Incorrect answers 	Didn't escalate the ticket to L2 to gather the technical details. Pro-actively advised the customer to return the headset for a refund. 
237411 	Olyvia Malakar 	Gaming 	EPOS Gaming 	1 	Agent 	Misunderstanding 	Agent closed the ticket without discussing with L2 
237646 	Denisa Magda 	Gaming 	EPOS Gaming 	2 	Agent 	Incorrect answers 	Irrelevent questions asked. Did not call the customer on follow up 
240053 	Sven Thiele 	EPOS L1 	EPOS Enterprise 	2 	Agent 	Incomplete Resolution 	Did not share that the HS cannot be updated. Also did not share the steps to change VP 
235107 	Jeet Behera 	Warranty 	EPOS Enterprise 	1 	Agent 	Slow troubleshooting 	Did not ask all questions at once. Did not call to troubleshoot. 
238992 	Abhishek Tripathi 	Gaming 	EPOS Gaming 	1 	Agent 	Not calling 	Never called customer 
240171 	Aparna Jain 	Warranty 	EPOS Gaming 	1 	Agent 	Poor communication 	Called without customer consent and slow processing of replacement. 

Enterprise 		
Category 	Sub Category 	Total 
Agent 	Incomplete Resolution 	1 
Slow troubleshooting 	1 
Agent Total 	2 
Customer 	Misunderstanding 	1 
Responsiveness 	2 
Not Cooperative 	1 
Customer Total 	4 
Procedure 	Warranty policies/procedure 	5 
Procedure Total 	5 
Grand Total 		11 

Gaming 		
Category 	Sub Category 	Total 
Agent 	Incorrect answers 	2 
Misunderstanding 	1 
Poor communication 	2 
Not calling 	1 
Agent Total 	6 
Customer 	Incorrect Survey Feed 	3 
Misunderstanding 	2 
Responsiveness 	1 
Unresponsive 	1 
Customer Total 	7 
Procedure 	Warranty policies/procedure 	22 
Troubleshooting 	1 
Procedure Total 	23 
Product 	Compatibility 	3 
Quality 	2 
Feature 	2 
Spare Part 	1 
Product Total 	8 
Sales 	Website purchase 	1 
Sales Total 	1 
Warranty_CS 	Slow Shipping 	1 
Warranty_CS Total 	1 
Grand Total 		46 

Regards, 
Pritish Nandi