Subject: Fwd: Les Mills Audits
From: Deeksha Dadu <[email-masked]>
To: Arjun LSM AJ <[email-masked]>
Cc: "Pritish Nandi (LSM)" <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Sun, 27 Oct 2019 06:12:36 +0000

Hi AJ,

Too many feedbacks from Charlotte here!! It is concerning to see that you are getting feedbacks even on the most common scenarios, What’s happening? Can you please explain this? I hope you have answered to charlotte’s questions here.

@ Pritish: regarding 2895, could you please handle this?

Regards,
Deeksha

Sent from my iPhone

Begin forwarded message:

From: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Date: 26 October 2019 at 13:29:30 GMT+5:30
To: Anush Saxena <[email-masked]<mailto:[email-masked]>>, Apoorv Joshi <[email-masked]<mailto:[email-masked]>>,  Arjun Hurry <[email-masked]<mailto:[email-masked]>>,  "avganova, mushtari" <[email-masked]<mailto:[email-masked]>>,  " Bharat  Sharma" <[email-masked]<mailto:[email-masked]>>,  Mridu Bhatnagar <[email-masked]<mailto:[email-masked]>>,  "tasuku  yamamoto" <[email-masked]<mailto:[email-masked]>>,  Olesia Dhas <[email-masked]<mailto:[email-masked]>>,  rick jp <[email-masked]<mailto:[email-masked]>>
Cc: deeksha <[email-masked]<mailto:[email-masked]>>, saurabh <[email-masked]<mailto:[email-masked]>>
Subject: Les Mills Audits

Hi All,

PFB the Les Mills Audits.

24 Oct

Ticket  Issue   Was it handled correctly        Charlotte Note  Name of Agent   Feedback        Status  Categorization  Correct Categorization (Y/N)
2892    Playback issue  Yes     NA      AJ      Please do write Kibana notes so that we can check the details   Waiting AV      Correct
2893    How to restrict the programs    Yes     NA      Bharat  Can always send this link - https://lesmillsvirtualapp.freshdesk.com/en/support/solutions/articles/36000172640-how-do-i-restrict-the-programmes-that-are-downloaded-on-the-ipad-        Resolved        Training Requirement    Correct
2894    White Noise on Video Wall       No      A call to the customer would have cleared this up a bit quicker. A deeper dig into Kibana using the kibana training materials under troubleshooting is then required.  AJ, can you explain your thinking around the responses please    AJ      Asked about the playback in admin mode. Now this problem was with TV screen and the display so this question was irrelavent. Should have called or asked for the Video/ Picture displaying the issue. This would have been more efficient.      Waiting AV      Correct
2895    Playback issue  Yes     For future reference: I think we can give more detail to the customer.  Can you see that the latest 3 classes that experienced an AV disconnect restarted?  If so, tell the customer this and confirm what you can see, who is the AV provider?  The EDID unit is the recommended one and we've established an AV issue.  If it's hutchison the customer needs to go to them, if it's not hutchison please let me know  AJ      NA      Waiting AV      Correct
2897    Playback issue  No      AJ, I'm not sure why you asked about TRIP live 16.  What was the reasoning for this?    AJ      AJ as per the 7 common scenarios we are not suppose to ask for the release number. We should have checked Kibana and found which class they are speaking of. This was suppose to be handled different.  Waiting AV      Correct

25 Oct

Ticket  Issue   Was it handled correctly        Charlotte Note  Name of Agent   Feedback        Status  Categorization  Correct Categorization (Y/N)    Comments
2898    New Device      Yes     NA      Mridu   NA      Resolved        Training Req    Correct She wanted to know how to setupn a new device
2899    Sync Issue      Yes     NA      Mridu   NA      Resolved        Sync    Correct Not In sync
2900    Automation      No      NA      Mridu   This could have been handled better. The issue is definitely with Automation however we should have asked him to check if the projector is turning on and Turning off correctly. Also this is something which needs to be checked only by the Av provider so asking setup diagram does not help.It only helps when he does not have a Av provider and we could contact our Av provider with the Diagram. Also as we have established that the issue is with the sync and the sync is not stable then we should have advised for dedicated router and stable internet connection.        Waiting AV      Correct Automation setting issue
2901    Playback issue  Yes     NA      AJ      NA      Waiting AV      Correct Setup issue

Regards,
Pritish Nandi