Subject: RE: L1 ticket handling challenges
From: "Sara Aknooni (SRAK)" <[email-masked]>
To: abhishek kumar <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, "Heta Nyrhinen (HNYR)" <[email-masked]>, "Josephine Veena Dorairaj (JVDO)" <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Tue, 28 Sep 2021 12:59:02 +0000

Hi Abhishek hi Saurabh,

Please read through this ticket #164711.
This case escalated and I am asked to send a copy of the ticket.
Ismael has put the following summary on the case, it’s repeated 3 times without any changes, from Jul till today.
This is embracing and not acceptable.
Who do you think will read this summary? Is it a summary at all?
Please call all agents urgently and ask them to stop this summary style asap.

CASE SUMMARY
Company Name: Queens Hospital / University Hospitals of Derby and Burton
Contact person: Kannan Soman
Phone: +447480641094
Email: [email-masked]<mailto:[email-masked]>
Product name: DW Office
Number of Products: 6
Sales Opportunity Size in Headsets: 0
Issue: Base stations not pairing
Troubleshooting:
Customer uses DSHG cable
DIP 1 Down rest up
The headset get disconnected from the base station
The LED is blue when the headset is on the base and the blue LED will disappear and come back every 5 seconds
When the headset is out of the base station there is no LED but red light shows after few seconds
The base station shows the headset battery level
Asked the customer to update the headset and the base station
Customer is very frustrated because the DW does not come with the USB Cable
She is asking to replace the headset directly because it is not working as expected
Explained that this model does not come with the USB Cable
Customer is very irritated and said that we should send her a USB cable or replace the device
They are working in an hospital and they don't have this cable
Customer say if we cannot send a USB cable or directly exchange the headset they will return all the units and purchase from another brand.
RMA was approved for USB cables and Battery
Customer said there is no need to send cables and battery as she got a cable to update the firmware
But after update now it is 3 devices which are not working
The problem is with the base stations only
Customer has 15 headset and she has cross tested  headsets and base stations and confirmed that the problem is not with the battery as they even got 3 new DW 10 Phone, and their headsets are not working on the faulty base stations.
Called  to reset the units but reset did not help on the 3 faulty base station
We succeed to update the firmware of all the base stations and the headsets to version 175.
In accordance with the IT team we have tested again and the 3 base stations have the same issue.
Customer has received 3 new DW devices 1000698(3) and reports that she is still having connection issue
Customer was in touch with a L2 agent and she said that this is now handled by the IT team
Current status: Customer has received the 3 headsets and the 3 base stations and she said that they are working fine. But the old headsets are still not working with the new base stations. Customer is asking to return the headset and claiming for refund
NEXT ACTION
What: Asked customer to use the new headsets with the base station and return the old ones
Who: Sally
When: 30/09/2021

Best regards​​
Sara Aknooni
Team Manager
Global Support and Service
+45 4470 0124
+45 7131  4960

From: Sara Aknooni (SRAK)
Sent: Tuesday, September 28, 2021 1:00 PM
To: abhishek kumar <[email-masked]>
Cc: Pritish Nandi <[email-masked]>; Heta Nyrhinen (HNYR) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>
Subject: L1 ticket handling challenges

Hi Abhishek,

I have written the challenges we are seeing on L1 tickets, lets talk about them in our meeting tomorrow.
They are addressed by majority of L2 technicians and supervisors.

  1.  Agents don’t make enough outbound calls and it makes the ticket’s lifetime longer
  2.  Agents making inaccurate summaries, usually don’t include new inputs to the summary, copying and pasting emails of customers from the first entry and keep repeating the same thing until end of the case
  3.  Summaries are too long, because the agent doesn’t spend time to understand the details and put them together in a short way
  4.  L1 should escalate on an earlier stage to L2 if they can’t handle a case
  5.  Maximum ticket time life with L1 should be 1 month. L1 can keep the ticket longer than 1 month only if the customer has asked to extend the follow up time or customer is not responsive

Please think about each of the above topics and we will discuss tomorrow.

Best regards​​
Sara Aknooni
Team Manager
Global Support and Service
+45 4470 0124
+45 7131  4960

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