Subject: Re: Audit Report - 15th Aug 2022
From: Pritish Nandi <[email-masked]>
To: Pravesh Singh <[email-masked]>
Cc: saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Mon, 15 Aug 2022 22:35:12 -0700 (MST)

Hi Pravesh, 

I hope you have shared the feedback with AJ. I will speak to Grace and Shivangi about the ticket feedback and update you. 

Regards, 
Pritish 

From: "Pravesh Singh" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Tuesday, August 16, 2022 4:01:55 AM 
Subject: Audit Report - 15th Aug 2022 

Hi Pritish, 

Please find the attached audit report for today. 

Date 	Month 	Year 	Week 	ID 	Subject 	Assignee 	Feedback 	Comments 
15 	Aug 	2022 	32 	241376 	EPOS products, PC, Checking for updates fails 	AJ 	Repeated Question 	
What is the current firmware version? What is the HS model? The user has a DW-Pro 2; the agent should've asked to clarify the variant, not the model. The agent should've shared the link for the EC version 4.6 to update the firmware. 

15 	Aug 	2022 	32 	240945 	ADAPT 660, No connection 	AJ 	Irrelevant Probing, Ticket Handling 	
Reseller - BT feature stopped working. Agent - Are you connecting to a dongle or internal BT? Should've checked if the BT button is turned on or the HS works when connected via AUX/USB cables before asking to update/reset the headset. And, we should've asked for the end-user contact details for a speedy resolution. OB call not attempted on follow-up. 

15 	Aug 	2022 	32 	241409 	BTD 800 USB-C, PC, Dongle bricked 	AJ 	Ticket Handling, Irrelevant Probing 	
Call received on Friday (05:50 am), email was sent on Monday. The customer had to call again to follow-up. Incorrect email captured. No led on the HS, have you tried resetting? 

15 	Aug 	2022 	32 	240942 	MB Pro 1 UC, Win 11, No sound on A side 	Grace 	Ok 	OB call not attempted on follow-ups. 
15 	Aug 	2022 	32 	240686 	DW Office Phone, Alcatel-Lucent 8029s, No sound A/ B side 	Grace 	Basic Probing Missing 	
ABC and DIP switch configuration. Didn't check the cable connection. Does phone detects the headset? OB call not attempted on follow-up. If the headset is unresponsive, the subject line is not accurate and is the headset being turned on/off. 

15 	Aug 	2022 	32 	241457 	H3Pro hybrid, PC, Does not power on 	Grace 	Basic Probing Missing 	
If the Windows or EGS detect the headset? What is the current installed version? Try swapping the cable. 

15 	Aug 	2022 	32 	241468 	GSP 670, PC, No sound when connected via the USB cable 	Shivangi 	Basic Probing Missing, Repeated Question 	
How does Windows detect the headset? Is the GSP 670 configured as a default device? What is the LED status on the headset? Test the headset via USB cable and be asked to test on a different PC without completing the basic probings. 

15 	Aug 	2022 	32 	241464 	GSP 370, PC, No sound B-side and not charging 	Shivangi 	Issue Understanding, Irrelevant Probing 	
User - the battery life is almost dead. Agent - Not charging. The agent should've forwarded the troubleshooting for the short battery life issue and confirmed the FW version. 

15 	Aug 	2022 	32 	241501 	DW Pro 1/ SC 660 ANC, Firmware update failed 	Shivangi 	Ticket handling 	
EPOS employee ticket, the agent didn't escalate the ticket to L2 queue. Incorrect HS model selected in the LHS field. 

Best regards, 
Pravesh Singh