Subject: Les Mills Ticket Audits
From: Pritish Nandi <[email-masked]>
To: Abhishek Kaushik <[email-masked]>, Anush Saxena <[email-masked]>, Apoorv Joshi <[email-masked]>, Arjun Hurry <[email-masked]>, " Bharat Sharma" <[email-masked]>, Shakeel Ahmad Hajam <[email-masked]>, "tasuku yamamoto" <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Tue, 20 Aug 2019 03:44:31 -0700 (MST)

HI All, 

PFB the audits for 19th Aug 2019. 

Ticket 	Issue 	Was it handled correctly 	Charlotte Note 	Name of Agent 	Feedback 	Status 	Categorization 	Correct (Y/N) 
2678 	Program Titile In Japanese 	No 	NA 	Ahmad 	Customer wanted to know if the Program Title (Bodypymp, Bodycombat etc) could be translated in Japanese for his members. Agent asked for the video clip of the issue. Not sure what was the comprehension. Even if we were unable to understand the question we should have atleast paraphrased the issue and requested more details which is basic. Which we never did. We have dealt it with the 2nd response which should have been dealt initially. Please see the response. Also categorization was chosen incorrect which is corrected now. The 2 hours SLA was also violated. The ticket came at 12:08 PM and replied at 3:02 PM (NZ time) 	Waiting 	Downloads 	incorrect 
2679 	Timetable issue 	Yes 	NA 	Anush 	NA 	Waiting 	TRP 	Correct 
2680 	Automation Issue 	Yes 	NA 	Apoorv 	NA 	Waiting 	AV 	Correct 
2681 	Automation Issue 	No 	NA 	Bharat 	Agent should not provide the name of the software we use to run diagnostics. Also he should not send the screenshots for the internal data. Agent should only provide a summary of analysis of Kibana and advise further on how to resolve the issue. Also agent did not sent the automation checklist for the custmer to use. 	Waiting 	AV 	Correct 

Regards, 
Pritish Nandi