Avg CSAT
3.33
5,196 responses, blanks excluded
Festive Pulse 2 CSAT
2.74
vs 3.48 everywhere else
Replacement rate
36.8%
festive lots vs 10.4% baseline
Naive bottom-10 in Tier 2
6 / 10
policy forbids this comparison
Agents actually flagged
3
after fairness checks
Agent performance
CSAT and handle time per agent. Fair mode compares each agent to the expected score for their mix of issue type, channel and defective-lot exposure, with small-sample shrinkage and a 95% confidence check.
| Agent | Team | Tier | Surveys | CSAT | Expected | Fair gap | 95% CI | Handle (h, median) | vs queue | Late 1st reply | Hardware share | Verdict |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Jaspreet Desai A3041 | Escalations & Warranty · Bengaluru Morning | 2 | 89 | 2.42 | 2.96 | -0.46 | -0.72 … -0.36 | 121.5 | 4.56× | 10.0% | 42.0% | Tier 2 - excluded by policy s.6 |
| Sneha Sethi A3042 | Escalations & Warranty · Bengaluru Morning | 2 | 91 | 2.44 | 2.86 | -0.36 | -0.64 … -0.21 | 75.4 | 3.85× | 9.5% | 39.3% | Tier 2 - excluded by policy s.6 |
| Pranav Khanna A3044 | Escalations & Warranty · Bengaluru Day | 2 | 105 | 2.57 | 2.93 | -0.31 | -0.53 … -0.18 | 97.3 | 2.6× | 8.0% | 30.3% | Tier 2 - excluded by policy s.6 |
| Kabir Varghese A3043 | Escalations & Warranty · Bengaluru Morning | 2 | 88 | 2.60 | 2.96 | -0.31 | -0.56 … -0.16 | 121.9 | 3.88× | 10.0% | 39.0% | Tier 2 - excluded by policy s.6 |
| Tarun Fernandes A3040 | Escalations & Warranty · Indore Morning | 2 | 96 | 2.55 | 2.86 | -0.26 | -0.52 … -0.09 | 75.4 | 3.87× | 5.9% | 39.9% | Tier 2 - excluded by policy s.6 |
| Siddharth Kapoor A3004 | Chat Frontline · Bengaluru Day | 1 | 129 | 2.98 | 3.23 | -0.22 | -0.42 … -0.08 | 0.4 | 0.93× | 8.5% | 45.9% | Coach — review |
| Sameer Ghosh A3039 | Escalations & Warranty · Bengaluru Day | 2 | 115 | 2.83 | 3.05 | -0.20 | -0.41 … -0.04 | 121.4 | 3.84× | 8.8% | 37.3% | Tier 2 - excluded by policy s.6 |
| Kavya Pandey A3006 | Chat Frontline · Indore Morning | 1 | 142 | 3.01 | 3.20 | -0.17 | -0.37 … -0.01 | 0.4 | 0.94× | 8.9% | 48.8% | Coach — review |
| Siddharth Trivedi A3007 | Chat Frontline · Indore Morning | 1 | 120 | 3.01 | 3.20 | -0.17 | -0.38 … -0.01 | 0.4 | 0.9× | 5.8% | 46.0% | Coach — review |
| Zaid Khanna A3005 | Chat Frontline · Bengaluru Day | 1 | 118 | 3.04 | 3.21 | -0.15 | -0.35 … 0.02 | 0.4 | 0.94× | 8.4% | 48.2% | Within expected range |
| Vivaan Pandey A3028 | Logistics · Bengaluru Morning | 1 | 154 | 3.14 | 3.24 | -0.09 | -0.25 … 0.05 | 24.4 | 1× | 10.6% | 2.0% | Within expected range |
| Kavya Pandey A3029 | Logistics · Bengaluru Morning | 1 | 159 | 3.13 | 3.23 | -0.09 | -0.25 … 0.05 | 24.4 | 1× | 7.9% | 1.8% | Within expected range |
| Varun Reddy A3038 | Returns Desk · Bengaluru Day | 1 | 121 | 3.21 | 3.28 | -0.07 | -0.24 … 0.10 | 24.4 | 1× | 6.3% | 4.9% | Within expected range |
| Geeta Iyer A3030 | Logistics · Bengaluru Morning | 1 | 150 | 3.18 | 3.24 | -0.06 | -0.21 … 0.09 | 24.4 | 1× | 13.4% | 2.7% | Within expected range |
| Meera Pereira A3034 | Billing · Bengaluru Morning | 1 | 163 | 3.42 | 3.48 | -0.05 | -0.20 … 0.09 | 0.4 | 1× | 10.5% | 2.5% | Within expected range |
| Kunal Jain A3032 | Billing · Bengaluru Day | 1 | 169 | 3.43 | 3.47 | -0.04 | -0.19 … 0.11 | 0.4 | 1× | 9.4% | 2.1% | Within expected range |
| Nisha Rao A3035 | Billing · Bengaluru Morning | 1 | 196 | 3.45 | 3.48 | -0.03 | -0.17 … 0.11 | 0.4 | 1× | 11.4% | 2.2% | Within expected range |
| Manpreet Yadav A3022 | Email Frontline · Bengaluru Morning | 1 | 97 | 3.54 | 3.55 | -0.01 | -0.19 … 0.17 | 0.4 | 0.97× | 10.4% | 39.0% | Within expected range |
| Riya Pillai A3020 | Email Frontline · Bengaluru Morning | 1 | 101 | 3.50 | 3.51 | -0.01 | -0.21 … 0.19 | 0.4 | 0.94× | 9.2% | 43.2% | Within expected range |
| Mohammed Desai A3037 | Returns Desk · Indore Morning | 1 | 243 | 3.28 | 3.26 | +0.02 | -0.10 … 0.15 | 24.6 | 1× | 10.1% | 1.8% | Within expected range |
| Aadhya Rao A3017 | Email Frontline · Indore Night | 1 | 93 | 3.51 | 3.47 | +0.03 | -0.15 … 0.22 | 0.4 | 0.97× | 11.1% | 42.3% | Within expected range |
| Suresh Pereira A3026 | Voice Frontline · Indore Morning | 1 | 42 | 3.52 | 3.47 | +0.04 | -0.28 … 0.39 | 0.4 | 1× | 4.8% | 43.3% | Within expected range |
| Isha George A3008 | Chat Frontline · Bengaluru Day | 1 | 107 | 3.54 | 3.49 | +0.05 | -0.11 … 0.22 | 0.4 | 0.97× | 7.9% | 43.9% | Within expected range |
| Divya Tiwari A3036 | Returns Desk · Indore Day | 1 | 106 | 3.29 | 3.23 | +0.06 | -0.13 … 0.26 | 24.4 | 0.97× | 10.5% | 5.4% | Within expected range |
| Megha Sheikh A3002 | Chat Frontline · Indore Night | 1 | 88 | 3.58 | 3.50 | +0.06 | -0.13 … 0.28 | 0.4 | 1× | 14.4% | 45.9% | Within expected range |
| Harpreet Goyal A3027 | Logistics · Bengaluru Day | 1 | 210 | 3.31 | 3.24 | +0.07 | -0.06 … 0.20 | 24.5 | 1× | 7.2% | 3.1% | Within expected range |
| Zoya Menon A3031 | Logistics · Bengaluru Day | 1 | 212 | 3.31 | 3.23 | +0.07 | -0.06 … 0.20 | 24.4 | 1× | 6.2% | 1.4% | Within expected range |
| Om Khanna A3016 | Email Frontline · Indore Night | 1 | 106 | 3.58 | 3.49 | +0.08 | -0.08 … 0.26 | 0.4 | 0.94× | 15.1% | 40.2% | Within expected range |
| Ishaan Dutta A3015 | Chat Frontline · Indore Morning | 1 | 92 | 3.65 | 3.55 | +0.09 | -0.10 … 0.31 | 0.4 | 0.93× | 8.5% | 42.5% | Within expected range |
| Bhavna Joshi A3014 | Chat Frontline · Indore Morning | 1 | 78 | 3.67 | 3.54 | +0.11 | -0.10 … 0.35 | 0.3 | 0.91× | 7.4% | 40.5% | Within expected range |
| Suresh Sethi A3024 | Voice Frontline · Bengaluru Day | 1 | 204 | 3.55 | 3.44 | +0.11 | -0.01 … 0.25 | 0.4 | 0.94× | 5.0% | 39.5% | Within expected range |
| Meera Patel A3023 | Voice Frontline · Indore Morning | 1 | 43 | 3.65 | 3.50 | +0.11 | -0.14 … 0.45 | 0.3 | 0.92× | 0.0% | 39.6% | Within expected range |
| Divya Jadhav A3011 | Chat Frontline · Bengaluru Day | 1 | 104 | 3.63 | 3.50 | +0.11 | -0.05 … 0.31 | 0.4 | 0.94× | 10.4% | 43.3% | Within expected range |
| Sai Joshi A3019 | Email Frontline · Bengaluru Morning | 1 | 125 | 3.66 | 3.51 | +0.14 | 0.01 … 0.30 | 0.4 | 0.97× | 10.4% | 43.8% | Within expected range |
| Deepak Saxena A3003 | Chat Frontline · Indore Night | 1 | 75 | 3.69 | 3.53 | +0.14 | -0.04 … 0.38 | 0.4 | 0.96× | 16.3% | 41.1% | Within expected range |
| Geeta Sen A3021 | Email Frontline · Indore Morning | 1 | 113 | 3.64 | 3.46 | +0.15 | -0.00 … 0.35 | 0.4 | 1.03× | 13.7% | 40.4% | Within expected range |
| Ananya Das A3025 | Voice Frontline · Indore Morning | 1 | 51 | 3.69 | 3.47 | +0.17 | -0.05 … 0.48 | 0.4 | 1× | 2.5% | 45.8% | Within expected range |
| Vihaan Menon A3009 | Chat Frontline · Bengaluru Morning | 1 | 84 | 3.64 | 3.44 | +0.17 | -0.01 … 0.41 | 0.4 | 0.97× | 7.1% | 44.5% | Within expected range |
| Reyansh Bhatt A3001 | Chat Frontline · Indore Night | 1 | 93 | 3.65 | 3.44 | +0.17 | -0.02 … 0.42 | 0.3 | 0.86× | 10.6% | 39.4% | Within expected range |
| Thomas Reddy A3033 | Billing · Bengaluru Day | 1 | 151 | 3.65 | 3.46 | +0.17 | 0.04 … 0.34 | 0.4 | 0.95× | 6.5% | 2.1% | Within expected range |
| Sukhwinder Rao A3013 | Chat Frontline · Indore Day | 1 | 96 | 3.71 | 3.50 | +0.18 | 0.03 … 0.39 | 0.4 | 0.95× | 8.2% | 39.1% | Within expected range |
| Aarav Pereira A3010 | Chat Frontline · Indore Day | 1 | 102 | 3.69 | 3.45 | +0.20 | 0.05 … 0.42 | 0.3 | 0.93× | 10.1% | 37.4% | Within expected range |
| Steven Ghosh A3012 | Chat Frontline · Indore Morning | 1 | 83 | 3.73 | 3.49 | +0.21 | 0.01 … 0.47 | 0.4 | 0.97× | 7.3% | 42.4% | Within expected range |
| Kunal Pillai A3018 | Email Frontline · Bengaluru Morning | 1 | 92 | 3.78 | 3.50 | +0.24 | 0.09 … 0.48 | 0.4 | 0.93× | 9.3% | 42.1% | Within expected range |
Handle time = first reply to resolution (policy §10). "vs queue" = agent median ÷ median for the same issue & channel. Agents joined by ID — two different people are named Kavya Pandey.
The real cause: festive Pulse 2 lots
Pulse 2 units made Oct–Dec 2025 were replaced on 36.8% of tickets vs 10.4% for everything else — left-bud charging failure and pin corrosion.
Replacement rate by Pulse 2 lot
Monthly CSAT vs tickets from festive lots
Business goal, in rupees
The measurable target the dashboard tracks.
Bring Pulse 2 replacement rate from 36.8% back to 10.4% by next quarter — avoiding ₹12,28,298 (policy) to ₹18,25,575 (fully loaded) of replacement cost, roughly 3.1× the training budget.
| Excess replacements (festive lots above baseline) | 675 units |
| Policy cost per replacement (unit ₹1,480 + ₹340 logistics) | ₹1,820 |
| Fully loaded (+2 contacts × ₹290 + 1 transfer × ₹305) | ₹2,705 |
| Excess spend — policy basis | ₹12,28,298 |
| Excess spend — fully loaded | ₹18,25,575 |
| Late-first-reply store credits (₹350 each) | ₹3,54,900 |
| Q3 training budget in question | ₹4,00,000 |
Recommended use of the ₹4,00,000
• ₹2,50,000 — guided hardware intake (lot check + pin cleaning) before any replacement is issued.
• ₹1,50,000 — lot quarantine & supplier recovery claim for PL2-2510 to PL2-2512.
• Targeted coaching only for the 3 agents the fair model flags — no blanket retraining.
Priya's ₹1,820 and Arjun's ₹2,500 reconcile: ₹1,820 is policy replacement cost; adding repeat contacts and a transfer gives ₹2,705.
Validation
Data traps fixed before any metric is computed, and an AI brief that is checked against the computed figures.
Legacy resolution times shifted UTC->IST
negative handle times
2,309 → 0
Agents joined on ID, not name
shared display names
2 → 0
Missing order IDs matched via customer+product
tickets without lot
4,107 → 0
Blank CSAT excluded (not zero)
blank scores treated as 0
6,554 → 0
Fairness rules for a "coach" flag
Tier 1 only (policy §6) · at least 30 surveys · gap vs queue expectation below −0.15 after shrinkage · entire 95% interval below zero.
AI brief for Priya
The AI only sees the computed figures. Every number it writes is cross-checked here.