Subject: 6th jan Audits
From: Abhishek Kumar <[email-masked]>
To: Pritish Nandi <[email-masked]>, Pravesh Singh <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Thu, 6 Jan 2022 12:04:38 -0700 (MST)

Hi Everyone, 

Please find the following Audits for 6th Jan: 

ID 	Status 	Assignee 	Subject 	Requested 	Next SLA breach 				
184106 	Open 	Sven Thiele 	SDW 5016, SNOM D785, Noise a-side 	10-Nov 	11-Jan 	Fragmented Probing/troubleshooting. Basic details not collected in time, SLA breach based responses. Insufficient Phone Communication 
187564 	Open 	AJ Hurry 	SD Pro 1 ML, Cisco Finesse, No Notification on Incoming Calls 	30-Nov 	07-Jan 	First email sent (by Modassir) had little relevance. Troubleshooting Steps sent without probing. AJ probed over the call, set expectations and shared an action plan; Comment added to close and start a new ticket for 2nd Issue. "Playing Phonecut" 
188375 	Open 	AJ Hurry 	MB 660, MacBook and Pixel, Losing connection 	02-Dec 	06-Jan 	"we cannot have a remote session due to our security policy"; The USB-A cable looks loose in the windows PC picture. Last Phonecall-2nd Dec 
188989 	Open 	Ismael Zakaria 	Adapt 360, PC/Mobile phone, Connection 	07-Dec 	10-Jan 	troubleshooting ANDROID?? On an ageing Ticket?how is testing with an SDW 5036 relevant? L2 directions followed but results not escalated/escalation not followed up . The user profile option was done away with in the latest versions of android. 2 simultaneous devices are being used-How do we expect call control to behave? L1-Assignee & in CC?! 
189648 	Open 	Adelina Paula Bartes 	ADAPT 660, Windows 10/Microsoft Teams, No call control 	09-Dec 	10-Jan 	no phonecalls betwween 13th & 29th December (Adelina) "We called the customer to ask if he managed to install EPOS Connect. He said this is not possible and will not be possible." He had shared the screenshots on the 10th December; Denisa Assured a callback and did not ask him a simple question from the last update for a screenshot of softphone settings. Sebastian could have set this expectation in the 36 minute call on the first day; Adelina's outbound call on 5th January has notes insufficient for a 7 minute call. 1 month Old ticket 
189876 	Open 	Ismael Zakaria 	ADAPT 360, PC, Not pairing 	10-Dec 	07-Jan 	The first response was much delayed. We had more than 2 and a half hours to reply. No explanation in the initial case summary about the firmware update issue. Didn't confirm the phone number over the chat. The requestor called back as the promised email wasn’t sent in time. SLA-breach based responses. Random response on Dec 13th. 
190217 	Open 	Sven Thiele 	ADAPT 660, Windows 10, Turning on 	13-Dec 	07-Jan 	Lonely Guy Case; the issue stated in the beginning was different from what it has transpired into. Incorrect expectation set in the beginning; Documentation issues by Sven; Issue understanding faulty by SebastianC 
190571 	Open 	Adelina Paula Bartes 	SDW 5066, PC, No connection 	14-Dec 		Basic Environment related probing missing from the first response; phone number collected on 20th and first call attempt on 23rd.Changed Incident to Task?Set expectations instead of ONLY probing, include: the setup requires an EHS connection. Share the compatibility sample. eg. https://www.eposaudio.com/en/in/enterprise/headsets/compatibility-guide 
190785 	Open 	Ismael Zakaria 	ADAPT 261, PC, Noise A side 	15-Dec 	10-Jan 	Bookshelf Speakers and other audio equipment visible in the 3rd old ticket causing interference; Ismael in CC? 
191188 	Open 	Rosette Modiri 	MB PRO 2 UC ML, PC, No sound B-side 	17-Dec 	07-Jan 	internal Note on 4th Jan not clear: "Customer bought the new HS same model, which is working fine on the same PC and requesting to replce this one 
the end user , uses teams and Skype"; {Dec 17, 22, 27,30} OK 
Ismael is CC'd in 2 of his tickets He hasn't followed coaching & recommendations for one (included 2 related ones). Adelina needs a collaborative Coaching Session. 

Abhishek Kumar 
Consultant, QMC 
LiveSalesman