Subject: RE: Tickets to be reviewed
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: 'Abhishek Kumar' <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, "Sara Aknooni (SRAK)" <[email-masked]>
Date: Wed, 4 Aug 2021 06:56:00 +0000

Hi Abhishek,

Thank you for reviewing these tickets. I wanted you to look at them, as they are all aging tickets mainly due to incorrect/insufficient troubleshooting or lack of calling. The documentation is also very poor: agents are not adding notes after phone calls and are just repeating the same case summaries. In many of the tickets even the main issue or the full environment were unclear after one month.

We should make a plan on how to improve this promptly. One part of it can be the troubleshooting decision tree for the agents. I have added a few ideas below for what needs to be checked when starting to investigate a deskphone issue. This is by no means complete, but I’m noticing that the agents are not checking most of these things directly.

  *   What is the exact issue? (-> This needs to be understood very clearly).

  *   Check Compatibility Guide (-> If the phone is not available, inform the customer promptly and investigate, if we can offer an alternative solution for the customer; escalate to L2 if needed).

  *   Check the connector used (Is it the recommended one or not?).

  *   Check the whole environment, where the device is connected to.

  *   Check the versions of the devices involved.

  *   Check the settings.

  *   How long does the issue persist? Is it there from the start or did it occur later (-> If it occurred later, were any changes made to the setup?).

  *   How old is the headset? (No need to collect the POP immediately, we can just ask when the customer approximately purchased the device to have an idea about how old it is).

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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From: Abhishek Kumar <[email-masked]>
Sent: 3. august 2021 19:48
To: Heta Nyrhinen (HNYR) <[email-masked]>
Cc: Pritish Nandi <[email-masked]>; Sara Aknooni (SRAK) <[email-masked]>
Subject: Re: Tickets to be reviewed

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe.

Hi Heta,
Attached is an excel File with my inputs for the ticket numbers you had sent.

  1.  The L1s should view the tickets sorted by "age" and/or "last update" instead of "SLA breach".
  2.  For reseller-enduser situations, we should contact the end user directly.
  3.  Absence of Recordings makes it difficult to verify the notes on some tickets.

The excel file has case-specific notes. Please let me know if i need to elaborate on any part of the notes.

Thank You.

________________________________
From: "hnyr" <[email-masked]<mailto:[email-masked]>>
To: "abhishek kumar" <[email-masked]<mailto:[email-masked]>>
Cc: "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>, "srak" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, August 3, 2021 4:32:45 PM
Subject: Tickets to be reviewed

Hi Abhishek,

Could you please review the following tickets and send your findings to me?

  1.  #157516 MB 660, OnePlus 6T, Crashes after turning on
  2.  #160820 ADAPT 560, Mac, Intermittent disconnections
  3.  #156353 SC 660, Alcatel 4020, Low volume A side
  4.  #149972 DW Pro 2, PC, Not Charging
  5.  #158310 SD Pro 1 ML, Cisco CP 8865 via CEHS CI-01 & PC, No Dial Tone
  6.  #159144 SDW 5035, Alcatel 8039, No sound A-side
  7.  #160290 DW Pro 2 phone / HSL 10, Interquartz Gemini IQ 335, Noise A-side
  8.  #160177 ADAPT 460T, PC, No sound on A side
  9.  #159254 SDW 5015/Impact D1, PC, No Connection
  10. #159282 SDW 5016, Zultys 37G, Poor Sound A Side

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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