Subject: Fwd: Long Calls Audit
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Date: Tue, 17 May 2022 08:33:51 -0700 (MST)

Hi Heta, 

We did some long call audits and shared feeedback with agents. We will keep doing sample long call audits to check what went wrong so that it could be minimised. 

Regards, 
Pritish 

From: "Pravesh Singh" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Sent: Saturday, May 7, 2022 3:49:45 AM 
Subject: Re: Long Calls Audit 

Hello Pritish, 

I have audited the following tickets and will listen to the others one on Monday and share the feedback with you. 

219368 - US - AJ - 28:21 min : The user had to connect the headset with her personnel PC to check the firmware; IT team denied installing EC on her work PC and the agent continued holding the line instead of asking to reply to the email. Troubleshooting performed (default softphone, reset, DIP switch). The agent wasn't sure that the D-10 USB doesn't come with a power supply and doesn't have an ABC switch. The customer isn't very tech-savvy; the agent requested to make a test call while he stayed over the phone. However, proceeding over the email and gathering all these details would've taken more time. 

220229 - US - Jeet - 21:44 min : The agent wasn't sure about the headset model and feature, didn't check the softphone CG. The headset quantity is two and the customer was testing it on two different PC's. The headset is working on one PC, but not on the second one. Testing devices back and forth on different PCs took time. The customer was also trying to update the firmware. Advised the agent not to document the ticket while customer is on call; make short notes, and write briefly after the call. 

220122 - Germany - Adelina - 25:06 min : The agent mentioned in the call notes that the user insisted on continuing with the troubleshooting over the phone rather than email. 

220255 - US - AJ - 20:20 min : The user called as he was not getting a response from an EPOS employee. Gathering details like headset models, sales opportunities, user availability, what he has discussed with the EPOS employee. The user had a few questions related to the headset as well, and the agent suggested a few headset models based on the user's requirements. 

Best regards, 
Pravesh Singh 

From: "Pritish Nandi" <[email-masked]> 
To: "Pravesh Singh" <[email-masked]> 
Sent: Friday, May 6, 2022 4:48:51 PM 
Subject: Long Calls Audit 

Hi Pravesh, 

Please audit these longs calls quickly and give me the feedback for the agents. 

Country 	Call Type 	Start Time 	End Time 	Customer Phone Number 	Talk Time 	Record 	Tags 
US 	inbound 	5/6/2022 2:57 	5/6/2022 3:27 	'+19012121306 	0:28:22 	https://epos.mytalkdesk.com/interactions/2306a3ba298a4d00944d24e31c8959e5/recordings/0.mp3 	Arjun Hurry 
German 	inbound 	5/3/2022 16:15 	5/3/2022 16:41 	492023710412 	0:25:09 	https://epos.mytalkdesk.com/interactions/81f106d26a19444aa36e894c24f34d15/recordings/0.mp3 	Adelina Paula Bartes 
US 	inbound 	5/4/2022 0:14 	5/4/2022 0:37 	18703386451 	0:21:47 	https://epos.mytalkdesk.com/interactions/349d0cecaa544b48a87af75b9a6beb16/recordings/0.mp3 	Jeet Behera 
France 	inbound 	5/5/2022 18:15 	5/5/2022 18:37 	'+33241091010 	0:21:07 	https://epos.mytalkdesk.com/interactions/653f3e96a72c493a92e56b655bcbaaea/recordings/0.mp3 	Ismael Zakaria 
US 	outbound 	5/4/2022 23:21 	5/4/2022 23:42 	'+14703420500 	0:21:01 		Arjun Hurry 
US 	inbound 	5/4/2022 2:19 	5/4/2022 2:40 	15037898561 	0:20:23 	https://epos.mytalkdesk.com/interactions/ab4abd77386d4948a73a6748edd5b3f1/recordings/0.mp3 	Arjun Hurry 
Sweden 	inbound 	5/5/2022 15:17 	5/5/2022 15:37 	'+46739332276 	0:19:35 	https://epos.mytalkdesk.com/interactions/5c756ae4c880482783df552b59115288/recordings/0.mp3 	Grace Boussi 
US 	outbound 	5/6/2022 0:16 	5/6/2022 0:36 	'+14038281024 	0:19:23 		Jeet Behera 
US 	inbound 	5/3/2022 1:47 	5/3/2022 2:07 	18605779148 	0:19:16 	https://epos.mytalkdesk.com/interactions/f9c3e8108c3c40e6ab605543ee21129c/recordings/0.mp3 	Arjun Hurry 
German 	inbound 	5/5/2022 13:57 	5/5/2022 14:18 	'+4934139295373 	0:19:16 		Sebastian Constantin Coldea 
Netherland 	inbound 	5/3/2022 18:49 	5/3/2022 19:09 	31612467560 	0:19:02 	https://epos.mytalkdesk.com/interactions/8cb8361d35df4a62865aa329c89166aa/recordings/0.mp3 	Ismael Zakaria 
Denmark 	inbound 	5/3/2022 19:29 	5/3/2022 19:48 	4530237332 	0:18:46 	https://epos.mytalkdesk.com/interactions/bbe0776c23064d679b5591640e602575/recordings/0.mp3 	Ritesh Kumar 
France 	inbound 	5/4/2022 12:42 	5/4/2022 13:01 	'+33756005691 	0:18:26 	https://epos.mytalkdesk.com/interactions/f7345d91266f456fa34c07a650f05ed8/recordings/0.mp3 	Grace Boussi 
German 	outbound 	5/5/2022 17:10 	5/5/2022 17:28 	'+491717704319 	0:17:49 		Adelina Paula Bartes 
German 	inbound 	5/5/2022 19:13 	5/5/2022 19:31 	'+4923312075500 	0:17:48 	https://epos.mytalkdesk.com/interactions/a16b3938b4e641999770d36777000983/recordings/0.mp3 	Sebastian Constantin Coldea 

Regards, 
Pritish Nandi