Subject: Re: Mock Call Rosette - 149124
From: Pritish Nandi <[email-masked]>
To: deeksha <[email-masked]>
Cc: saurabh <[email-masked]>
Date: Mon, 17 May 2021 06:09:18 -0700 (MST)

Hi Deeksha, 

Unfortunately Mock call was not done on Friday. I will complete it today. 

Yes, Audits are shared by Ismael will review and send it. 

Regards, 
Pritish 

From: "deeksha" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "saurabh" <[email-masked]> 
Sent: Monday, May 17, 2021 5:32:24 PM 
Subject: Re: Mock Call Rosette - 149124 

Hi Pritish, 

Have you done more mock calls with these two? If not, please continue doing them. Also, Ismail is auditing their calls still, right? Please share his feedback 

Regards, 
Deeksha 

From: Pritish Nandi < [ mailto:[email-masked] | [email-masked] ] > 
Date: Thursday, 13 May 2021 at 5:43 PM 
To: Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Mock Call Rosette - 149124 

Issue: The customer was using Adapt 660 with teams and the microphone sounds were intermittent when he was on call. Agent asked for basic info about the issue time, Environment, FW version 
Asked if we did a cross-test with a different softphone. asked if using with Dongle and without dongle, FW version of the dongle. 
The agent put the call on hold and came back advising that the customer needs to uninstalls teams and reinstalls it. If still issue persists then he needs to reset the headset. Advised to create a ticket for further follow up 
however, the customer declined to say he will call back. 

Good Things : Correct Questions asked, comprehension was correct, Enthusiastic, Correct call flow followed 

Feedback : Incorrect hold protocol should have asked if the customer knows how to reset and if he would like an email with steps or guide the customer on articles 

Regards, 
Pritish Nandi