Subject: Re: call recording
From: Pritish Nandi <[email-masked]>
To: deeksha <[email-masked]>
Cc: Ashish Dabral <[email-masked]>
Date: Tue, 18 Feb 2020 01:11:46 -0700 (MST)

Hi Deeksha, 

Please find below the details of the call audit. 

Phone Number - +61352290513 
Ticket Number- 3242 
Call type- Inbound 
Agent Name- Tasuku 
Date & time of Call- 4-Feb-2020 8:56 AM IST 
Note: The customer voice was not clear and it seemed that they are facing signal issue. 

Call was picked up after 37 seconds 

Call Summary- 

Customer called in and advised that they are facing issues with Virtual iPad. They also advised that they are having issue at-least 4 times a week and the class stops up on the screen while it is still running on the iPad. They close the app and open the app again which results in the class playing again from the beginning. Agent apologized and requested for username. Agent did advise the customer that the voice is not clear. Agent asked if the class is stopping and restarting. Customer advised that the class is sometimes cutting in the middle and sometimes before and then restarting. It is an intermittent issue and does not have a pattern. However, the class appears to be active on the iPad. When they close the app and open again the class starts to play from the beginning. Agent asked if the issue is with specific classes or all. She advised it is an issue with all the classes. She said the issue happens regularly with 4.30PM time slot classes. She has observed it happened again and again. Then the agent asked for the club name. Here the agent was struggling to get the name right. Then he asked for the email address to send all the details to her. Again the agent was struggling to get the email address correct. Finally he was able to get the details. He then said he would check the backend data and get back to her. Customer agreed and ended the call. 

Agent had understanding issue on the call 
Agent was polite 
Agent did not check Kibana then and there and confirmed what happened to the 4.30PM class. This could have been checked while the customer was on call. 
Agent did not even advise this on his email and requested for AV setup check. 
The first correct response was incomplete and did not address the customer concern properly. 

From: "deeksha" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Cc: "Pritish Nandi" <[email-masked]> 
Sent: Tuesday, February 18, 2020 7:16:43 AM 
Subject: Fwd: call recording 

Hi Ashish, 

Can you please take this out? Thanks 

@ Pritish: please listen to this and let me know what happened here. Thanks 

Regards, 
Deeksha 

Sent from my iPhone 

Begin forwarded message: 

From: Charlotte Jansen <[email-masked]> 
Date: 18 February 2020 at 04:54:57 GMT+5:30 
To: Deeksha Dadu <[email-masked]> 
Subject: call recording 

BQ_BEGIN

Hi deeksha 

Can I have the call recording for ticket 3242 please? 

Thanks 

Charlotte 

	

	

	

Charlotte Jansen ​ 	

| 	

Customer Support B2B 

Les Mills International 	

| 	

[ mailto:[email-masked] | [email-masked] ] 

www.lesmills.com 

[ https://www.lesmills.com/getbodycombat ] 

	

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[ https://twitter.com/lesmills ] 	

[ https://www.linkedin.com/company/les-mills-international ] 	

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[ https://www.instagram.com/lesmillstribe/ ] 

BQ_END