Subject: DSAT Auits - June 2022
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Josephine Veena Dorairaj, JVDO" <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]>, deeksha <[email-masked]>, saurabh <[email-masked]>, Pravesh Singh <[email-masked]>
Date: Tue, 7 Jun 2022 04:19:38 -0700 (MST)

HI Heta, 

Attached is the DSAT audits for June 2022. I have 3 agent errors and shared the feedback with them 

Enterprise 		
Category 	Sub Category 	Total 
Agent 	Poor call handling 	1 
Poor communication 	1 
Agent Total 	2 
Customer 	Incorrect Survey Feed 	1 
Customer Total 	1 
Procedure 	Troubleshooting 	1 
Warranty policies/procedure 	2 
Procedure Total 	3 
Grand Total 		6 

Gaming 		
Category 	Sub Category 	Total 
Agent 	Poor communication 	1 
Agent Total 	1 
Customer 	Incorrect Survey Feed 	2 
	Unresponsive 	2 
Customer Total 	4 
Procedure 	Warranty policies/procedure 	1 
Procedure Total 	1 
Product 	Compatibility 	1 
Feature 	1 
Product Total 	2 
Grand Total 		8 

Ticket ID 	Assignee 	Group 	Brand 	Rating 	Category 	Sub Category 	Remarks 
223924 	Shivangi Bhattacharya 	Gaming 	EPOS Gaming 	1 	Agent 	Poor communication 	Addressed the customer with wrong name 3 times and then stated it is a PC issue. Should have consulted L2 on how to get back to the customer in a better manner. 
225759 	Grace Boussi 	EPOS L1 	EPOS Enterprise 	1 	Agent 	Poor communication 	Closed NON CCO Inquiry by sending survey and closing macro not used 
226310 	Sebastian Coldea 	EPOS L1 	EPOS Enterprise 	2 	Agent 	Poor call handling 	Should have created a ticket and sent a reply. Also should have waited for the customer to get back to us. Instead closed the ticket advsing customer to contact us back 

Regards, 
Pritish Nandi