Subject: Re: Audit Report - 9th Aug, 2022
From: Pritish Nandi <[email-masked]>
To: Pravesh Singh <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Thu, 11 Aug 2022 05:12:51 -0700 (MST)

Hi Pravesh, 

Feedback has been chared with all agents. 

Regards, 
Pritish 

From: "Pravesh Singh" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Wednesday, August 10, 2022 2:53:55 AM 
Subject: Audit Report - 9th Aug, 2022 

Hi Pritish, 

Please find the attached audit report for today. 

Date 	Month 	Year 	Week 	ID 	Subject 	Assignee 	Feedback 	Comments 
9 	Aug 	2022 	31 	240388 	SDW 5036, Cisco 8811, No sound A/B-side 	Sven Thiele 	Irrelevant Probing 	Install EC, firmware update on the first email. The agent didn't confirm the outcome of the performed troubleshooting and requested to update the firmware. Should've suggested to cross test with PC or mobile and escalate to L2 to check the phone settings. 
9 	Aug 	2022 	31 	239815 	ADAPT 660, Galaxy S9 plus, Not pairing 	Sven Thiele 	Irrelevant Probing, Basic Probing Missing 	Install EC, update the firmware, reset in the first response. Does the headset go into pairing mode, what is the led status? Is the BT button turned on? Basic probing should've been asked over the chat. 
9 	Aug 	2022 	31 	240633 	ADAPT 560, CLOUDYA/Spotify, Bad Music Quality 	Adelina Paula Bartes 	Technical Information 	Since the issue started after installing the app, the agent should've advised closing the app, not uninstalling. The agent should know that, normally BlueTooth uses an A2DP profile, but when the mic path is open it switches to the HSP profile. Hence, audio quality decreases. The agent and Ismael don't seem to be aware of what compatibility with a soft phone means. 
9 	Aug 	2022 	31 	240030 	ADAPT 660, No Connection 	Adelina Paula Bartes 	Basic Probing Missing 	BT button is turned on, does the headset work when connected to the USB/AUX cable? 
9 	Aug 	2022 	31 	239814 	Adapt 260, Unresponsive headset 	Ismael 	Documentation 	Case summary format not followed (issue description); environment details not updated in the case summary. 
9 	Aug 	2022 	31 	238321 	SDW 5035/CEHS AV 03, Avaya 9608G, No ringtone 	Ismael 	Call handling 	Long call (20 min inbound + 17 min outbound), performed troubleshooting over the phone. Incorrect contact details captured. 
9 	Aug 	2022 	31 	240406 	H3 PRO Hybrid, PC Win11, EPOS Gaming-Suite not installing 	Denisa 	Ok 	Ismael - try to install on a different PC?? 
9 	Aug 	2022 	31 	239885 	GSP 670, PC Win10, No lift-to-mute function 	Denisa 	Troubleshooting Missing 	Reset and reboot the headset?? 
9 	Aug 	2022 	31 	240412 	SDW 5061, MacOS, No sound 	Sebastian 	Basic Probing Missing 	If the dongle is paired to the headset? How does the PC detects the dongle? User name not updated in the LHS field. 
9 	Aug 	2022 	31 	240491 	SC 260, Spare cable where to buy 	Sebastian 	Ok 	User name not updated in the LHS field 

Best regards, 
Pravesh Singh