Spreadsheet: 684510d1593419850-using-vlockup-to-categorize-data-book1-1-
Sheet: RAW2

Agent Login | Agent Name | Non Critical | Critical To Business | Critical To Customer | Compliance | Non Agent | Account | Month | Year | Item | Comment
TMP114246 | Abdelhamid [NAME] | 0 | 1 | 0 | 0 | 0 |  | 6 | 2020 | [NAME] | Thank you [NAME] for this chat
TMP187783 | [NAME] | 0 | 1 | 0 | 0 | 0 |  | 6 | 2020 | Data&System [NAME] | Thanks [NAME] for this chat , please make sure to choose the right label, as you chosen the last label wrong,as you chosen"edit order" which is wrong, you can choose "order list or reopen",where the customer was confirming on his order and he actually wrote this note in his order note,so the customer didn't want edit the order,also take care about your privet note,as the last privet note you wrote"cst is editing the order"which is wrong because the customer didn't want the editing,and make sure to didn't use chat comment when you need to send any massage to DS, you should open chat with the DS,finally please answer the right greeting as the chat beginning [NAME] الخير"you should to reply [NAME] الخير\النور"instead of"هلا",Take care please,Thanks.
TMP187783 | [NAME] | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | Standard Scripts | Thanks [NAME] for this chat , please make sure to choose the right label, as you chosen the last label wrong,as you chosen"edit order" which is wrong, you can choose "order list or reopen",where the customer was confirming on his order and he actually wrote this note in his order note,so the customer didn't want edit the order,also take care about your privet note,as the last privet note you wrote"cst is editing the order"which is wrong because the customer didn't want the editing,and make sure to didn't use chat comment when you need to send any massage to DS, you should open chat with the DS,finally please answer the right greeting as the chat beginning [NAME] الخير"you should to reply [NAME] الخير\النور"instead of"هلا",Take care please,Thanks.
AA28762 | [NAME] [NAME] | 0 | 1 | 0 | 0 | 0 |  | 6 | 2020 | Data&System [NAME] | Thanks [NAME] for this chat , please make sure to choose the right label as you chosen "cs complain on order delay" which is wrong,the chat began with customer checked about her order it's only inquiry,she didn't complaining and we have label is "CS checking order status&duration" as you should to use it next time please,also please make sure to create right private note, as you wrote"Customer Complained about the [NAME] Delay",however she checking only,also need to concentrate more while replying as you wrote"لا ان شاء الله اختيانهار" need to apology to the customer to save our image,so take care next time,Thanks.
AA28762 | [NAME] [NAME] | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | Professional | Thanks [NAME] for this chat , please make sure to choose the right label as you chosen "cs complain on order delay" which is wrong,the chat began with customer checked about her order it's only inquiry,she didn't complaining and we have label is "CS checking order status&duration" as you should to use it next time please,also please make sure to create right private note, as you wrote"Customer Complained about the [NAME] Delay",however she checking only,also need to concentrate more while replying as you wrote"لا ان شاء الله اختيانهار" need to apology to the customer to save our image,so take care next time,Thanks.
TMP132928 | [NAME] | 0 | 1 | 0 | 0 | 0 |  | 6 | 2020 | Data&System [NAME] | Thanks [NAME] for this chat , please make sure to choose the right label as the customer asked for the DS, she was tracking the DS and you chosen"CS complain on order [NAME] is wrong we have already label "cs track DS" you should to use it,also in this case you should to initiate chat with the DS to speed up delivery and track him on the map as the customer told you he didn't move ,as you didn't take any action,Thanks.
[NAME] | [NAME] [NAME] | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | Professional | Thanks,[NAME] for this chat and please make sure to address the CS by his name at least two times at the same chat,as you addressed him only one time,Thanks.
TMP91432 | [NAME] [NAME] | 0 | 0 | 1 | 0 | 0 |  | 6 | 2020 | [NAME] | Thank you [NAME] for this chat, please make sure to answer the CS query within 2 minutes as agreed as you took more than 5 minutes instead of sending the hold script & flagged in the note what you are working on more concentration will be appreciated.
AD26943 | [NAME] | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | Professional | Thanks, [NAME] for this chat you need to concentrate more while replying as you wrote"والراء\اافية"instead of"الرجاء\اضافيه",so take care next time,Thanks
EA27534 | [NAME] [NAME] | 0 | 0 | 1 | 0 | 0 |  | 6 | 2020 | Professionalism & courtesy | Thanks Ehab for this chat,make sure to concentrate more while handling the chat , as you ignored the customer's inquiry as she asked you about DS number,you Must tell her & send in the same Chat the Order has been completed instead of taking screen shoot only,please follow up the quality tips,Thanks.
EA27534 | [NAME] [NAME] | 0 | 1 | 0 | 0 | 0 |  | 6 | 2020 | Data&System [NAME] | Thank you [NAME] for this chat  & please make sure to choose the relevant label as you flagged for the last label reopen then you choose DS initiate chat more concentration will be appreciated .
TMP160036 | Eslam Saeed Ashour Aly | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | [NAME] | Thanks Eslam  for this chat, please make sure to answer chat within the agreed timing as the chat assigned to you on 2:33 and you answered on 2:37.also please you need to resolve the chat after 5 minutes this is our agreed [NAME] but you resolved it after 8 minutes it's unacceptable so take care please,and please if the cs name not clear don't mention it,Thanks.
TMP160036 | Eslam Saeed Ashour Aly | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | [NAME] | Thank you Eslam for the chat & please stick with the process as you create alot of unneeded private note take care next time please
EI28297 | Eslam tarek hafez ibrahim | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | [NAME] | Thank you Eslam for this chat, please make sure to avoid unneeded private note as agreed take care next time
TMP182096 | [NAME] | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | [NAME] | Thanks [NAME] for this chat, need to concentrate more while handling the chat no need to write any privet note in this case, also please need to be more flexibility with our customer's, you should use more professional words like "please / please" instead of ordered the customer direct like"ارسل/انسخ /والصقه ",Take care next time,Thanks.
TMP182096 | [NAME] | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | Standard Scripts | Thanks [NAME] for this chat, need to concentrate more while handling the chat no need to write any privet note in this case, also please need to be more flexibility with our customer's, you should use more professional words like "please / please" instead of ordered the customer direct like"ارسل/انسخ /والصقه ",Take care next time,Thanks.
HI28768 | Hossam Abobakr Shehata Ibrahim | 0 | 1 | 0 | 0 | 0 |  | 6 | 2020 | Data&System [NAME] | Thanks [NAME] for this chat , please make sure to choose the right label as the chat was reopen with the same inquiry from the CS  you should to resolve it by label "reopen" regarding for the third label as you resolved it wrong,also please make sure to using the right closing because the chat with Customer,you should close the chat with"happy day\happy meal"instead of"happy delivery",Take care please,Thanks.
HI28768 | Hossam Abobakr Shehata Ibrahim | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | Standard Scripts | Thanks [NAME] for this chat , please make sure to choose the right label as the chat was reopen with the same inquiry from the CS  you should to resolve it by label "reopen" regarding for the third label as you resolved it wrong,also please make sure to using the right closing because the chat with Customer,you should close the chat with"happy day\happy meal"instead of"happy delivery",Take care please,Thanks.
TMP14493 | [NAME] | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | [NAME] | Thanks [NAME] for this chat , please make sure to choose the right label after resolve the chat as you missed the label, also you chosen the first label wrong should choose that "payment issue rejected",and you should ask the cs why they asked you to pay again to help the customer solve his problem instead of ignored him,also you need to be more focus while handling the chat as you asked the CS "How can I help you?", however he sent it us before and repeated his issue three times,finally need to educate the customer to update the app to solve this problem to ensure it never happens again,Thanks.
TMP14493 | [NAME] | 0 | 1 | 0 | 0 | 0 |  | 6 | 2020 | Data&System [NAME] | Thanks [NAME] for this chat , please make sure to choose the right label after resolve the chat as you missed the label, also you chosen the first label wrong should choose that "payment issue rejected",and you should ask the cs why they asked you to pay again to help the customer solve his problem instead of ignored him,also you need to be more focus while handling the chat as you asked the CS "How can I help you?", however he sent it us before and repeated his issue three times,finally need to educate the customer to update the app to solve this problem to ensure it never happens again,Thanks.
TMP14493 | [NAME] | 0 | 0 | 1 | 0 | 0 |  | 6 | 2020 | Knowledge & Process | Thanks [NAME] for this chat , please make sure to choose the right label after resolve the chat as you missed the label, also you chosen the first label wrong should choose that "payment issue rejected",and you should ask the cs why they asked you to pay again to help the customer solve his problem instead of ignored him,also you need to be more focus while handling the chat as you asked the CS "How can I help you?", however he sent it us before and repeated his issue three times,finally need to educate the customer to update the app to solve this problem to ensure it never happens again,Thanks.
IA28298 | Ibrahim ismael ali abdelhamed | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | [NAME] | Thank you Ibrahim for this chat& please make sure to answer in the middle of chat in the SLA as you wait more than 3 minutes to answer the CS & also please make sure to resolve chat after 5 minutes as agreed before, take care of the CS name as her name is clear Hadeel not hadayal.
KG30084 | Kareem Ayman Sobhy Kawargy | 0 | 1 | 0 | 0 | 0 |  | 6 | 2020 | Data&System [NAME] | Thank you [NAME] for this chat & please take care of the first query as the cs was complaining about the order & want to cancel no chicking his order, also you need to take care of your typing mistakes as you notice your mistake after two minutes more concentration will be appreciated
KG30084 | Kareem Ayman Sobhy Kawargy | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | Professional | Thank you [NAME] for this chat & please take care of the first query as the cs was complaining about the order & want to cancel no chicking his order, also you need to take care of your typing mistakes as you notice your mistake after two minutes more concentration will be appreciated
MD20546 | Madona [NAME] | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | [NAME] | Thanks [NAME] for this chat please make sure to create a clear private note for each action before resolving the chat as you did create any privet note at the last part of the chat, also need to concentrate more as you exceeded the hold time you took 3 minutes without any reason, finally need to ask the cs about his last inquiry, as he told you "I have a another request from dokan", you should ask him which order number to help him,you need to use right trouble shooting, Thanks.
MD20546 | Madona [NAME] | 0 | 1 | 0 | 0 | 0 |  | 6 | 2020 | Data&System [NAME] | Thanks [NAME] for this chat please make sure to create a clear private note for each action before resolving the chat as you did create any privet note at the last part of the chat, also need to concentrate more as you exceeded the hold time you took 3 minutes without any reason, finally need to ask the cs about his last inquiry, as he told you "I have a another request from dokan", you should ask him which order number to help him,you need to use right trouble shooting, Thanks.
MA28016 | Mahmoud [NAME] | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | Professional | Thanks [NAME] for this chat, please make sure to don't use "احضرتك"next time,also no need to write any privet note in this case,please check the last update regarding this point,to avoid any nc error,Thanks.
MF27132 | Martina [NAME] falts | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | [NAME] | Thanks [NAME] for this chat,need to concentrate more while handling the chat no need to write any privet note in this case,Thanks.
tmp115783 | [NAME] Mohamed Ibraheem | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | Professional | Thank you [NAME] for this chat, please make sure to avoid using jargons such as DS, CS, when you sending comment to DS meanwhile you should send Customer ask about the order please make it fast instead of CST asked DS to be fast. take care next time
TMP201597 | Moataz Sameh Ibrahim Lotfy | 0 | 1 | 0 | 0 | 0 |  | 6 | 2020 | Data&System [NAME] | Thank you [NAME] for this chat, please make sure to choose the relevant label as the CS was confirming note about his order not checking the status or the duration in this case we should resolve chat order list. take care next time
MM28300 | [NAME] | 0 | 1 | 0 | 0 | 0 |  | 6 | 2020 | Data&System [NAME] | Thank you [NAME] for this chat, please make sure to resolve chat by the first query as the CS was asking about the order duration firstly then how he can pay take care next time.
TMP195725 | [NAME] | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | Standard Scripts | Thanks, [NAME] for this chat, please make sure to read carefully CS name as you mentioned one time with the right name and one time with a different name at the same of chat,and please when the chat end, you should say the closing structure,like"شكرا [NAME]to the customer and then resolve the chat,Take care next time.Thanks
TMP181154 | [NAME] [NAME] | 0 | 1 | 0 | 0 | 0 |  | 6 | 2020 | Data&System [NAME] | Thank you [NAME] for this chat please make sure to resolve chat with the relevant label as the CS was asking about the DS so the relevant label is CS track DS & also the CS was asking where is the DS not complaining so please take care next time.
ME28760 | Mohamed Shehata Mahmoud Eldeeb | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | Standard Scripts | Thanks, [NAME] for this chat ,please make sure to answer the right greeting as the chat beginning [NAME] النور"you should to reply with"مساء النور\مساء الخير"instead of"هلا",Take care please,Thanks.
MF27530 | [NAME] | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | Professional | Thank you [NAME] for this chat& please take care of your typing mistakes as you wrote فاطنةwithout putting * correction. take care next time
TMP197713 | Muhammed Amen [NAME] | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | [NAME] | Thanks Muhammed for this chat, please you need to resolve the chat after 5 minutes this is our agreed [NAME] but you resolved it after 6 minutes,take care please,Thanks.
OA28764 | [NAME] | 0 | 1 | 0 | 0 | 0 |  | 6 | 2020 | Data&System [NAME] | Thank you [NAME] for this chat& please make sure if the CS enter chat with the same query we should resolve reopen not the same first label take care next time
TMP190724 | Ramy Ashraf [NAME] | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | [NAME] | Thank you Ramy for this chat, please make sure to follow our quality [NAME] as we sent to avoid creating private note for the clear inquiry
TMP201519 | Reham Sabry [NAME] | 0 | 1 | 0 | 0 | 0 |  | 6 | 2020 | Data&System [NAME] | Thanks Reham for this chat, please make sure to choose the right label after resolve the chat as you missed the first label,also you need to concentrate more while replying as you wrote"سيتم عمل شكوي"instead of"تم رفع شكوي بالفعل",and try not to repeat a word "طبعا" in the same chat,as you repeated it more than once in the same sentence,so take care next time,Thanks.
TMP201519 | Reham Sabry [NAME] | 1 | 0 | 0 | 0 | 0 |  | 6 | 2020 | Professional | Thanks Reham for this chat, please make sure to choose the right label after resolve the chat as you missed the first label,also you need to concentrate more while replying as you wrote"سيتم عمل شكوي"instead of"تم رفع شكوي بالفعل",and try not to repeat a word "طبعا" in the same chat,as you repeated it more than once in the same sentence,so take care next time,Thanks.