Subject: Sebastian Dumitru Macriniuc call monitoring
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: 'Pritish Nandi' <[email-masked]>, Abhishek Kumar <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, deeksha <[email-masked]>, "Sara Aknooni (SRAK)" <[email-masked]>
Date: Wed, 21 Jul 2021 14:39:03 +0000

Hi,

I listened to 3 calls handled by Sebastian D.

#162784 – Correct resolution. Agent sounded tired and was sighing loudly during the call.

#162540 – Agent was confused that the device ID was on the microphone and not under the ear pad. Otherwise fine.

#162317 – Agent had difficulties understanding the customer’s name. Agent seemed insecure in recognizing the product name, GSP 670. The customer’s name and email address was noted down incorrectly ( I have corrected the information, but this is critical to get right). Troubleshooting was fine.

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
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