Subject: Les Mills Audit- 7- May-2019
From: Pritish Nandi <[email-masked]>
To: deeksha <[email-masked]>
Cc: saurabh <[email-masked]>
Date: Wed, 8 May 2019 07:00:06 -0700 (MST)

Hi Deeksha, 

PFB the Les mills audit report. Two tickets found which could have been handled better. 

S. No 	Date 	Ticket 	Issue 	Was it handled correctly 	SLA Met 	Charlotte Note 	Name of Agent 	Feedback 
1 	6-May-19 	2245 	Unable to Play classes 	Yes 	Yes 	NA 	Pritish 	NA 
2 	6-May-19 	2246 	Reset password 	Yes 	Yes 	NA 	Pritish 	NA 
3 	6-May-19 	2247 	LMOD 	Yes 	Yes 	NA 	Ahmad 	NA 
4 	7-May-19 	2254 	Timetable Printing issue 	Yes 	Yes 	NA 	Pritish 	NA 
5 	7-May-19 	2249 	Unable to play Specific Class 	Yes 	Yes 	NA 	Ahmad/Pritish 	NA 
6 	7-May-19 	2257 	Delete Classes 	Yes 	Yes 	NA 	Ahmad 	NA 
7 	7-May-19 	2255 	Unable to Play classes 	No 	Yes 	are they using all the required equipment? EDID? This is a setup issue because the customer is seeing the 'there is no external screen connected' message. Have they ever been able to play classes? I'm also not sure why the agent advised to toggle on the on demand setting? 

Can one of the dedicated agents pick this up please 	Yammamoto 	Agent should have written all the details in the notes. The notes were incomplete. We were already following it under the ticket 2000 and all the required details were mentioned.This ticket should have been merged in the first place. 
8 	7-May-19 	2251 	Unable to Play classes 	Yes 	Yes 	NA 	AJ 	NA 
9 	6-May-19 	2244 	Other Issue 	No 	Yes 	Hi AJ, this info is under trouble shooting >products we do not support > releases app 	AJ 	Unnecessary escalation to Level 2 when the information was already was with us under Solutions>>Troubleshooting>>Releases App 
10 	7-May-19 	2258 	Forgot Password 	Yes 	Yes 	NA 	Pritish 	NA 

Regards, 
Pritish Nandi