Subject: Audit report (7th and 10th Jan) - Coaching Pending
From: Pravesh Singh <[email-masked]>
To: abhishek kumar <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Mon, 10 Jan 2022 08:45:55 -0700 (MST)

Hello Abhishek, 

As discussed, here is the list of the tickets that I've audited on the 7th and 10th. 

ID 	Status 	Subject 	Requested 	Assignee 	Updated 	Comment 	
194590 	Pending 	Sennheiser PC 38X, PC, No sound 	06-Jan 	Ismael Zakaria 	07-Jan 	OB call not attempted, should've shared basic T/S informing about the warranty procedure. Phone number not added in the case summary and proofreading error. 	
194728 	Pending 	Adapt 660, PC, Headset not connecting to the dongle 	07-Jan 	Ismael Zakaria 	07-Jan 	Issue description, not clear/mismatch. The wrong country was selected in the LHS field, As per the signature and Phone number country, this should've referred to the country partner. OB call not attempted 	
194532 	Pending 	ADAPT 460T UC, iPhone/ MacBook Pro, No sound in one earcup 	06-Jan 	Shivangi Bhattacharya 	06-Jan 	Didn't complete the chat/questions weren't answered. Didn't ask for the phone number. Product knowledge: EC connect sync with the server after 2 hrs, shouldn't have advised waiting. Probing questions: should've collected the Mac OS version and screenshot of the error and escalated to L2. 	
194536 	Pending 	GSP 670, PC, Poor volume A side 	06-Jan 	Shivangi Bhattacharya 	06-Jan 	No case summary, no OB call not attempted at all. Should've asked all the basic probing questions in the first email. 	
194774 	Pending 	Game One, PC, Cable Disfigurement 	07-Jan 	Taha Amir 	07-Jan 	Probing questions missing, NATO call list not followed. Incomplete case summary: didn't mention that the user doesn't have the second cable to cross-test. Product knowledge: the user was talking about the console cable (one to one), not the PC cable. 	
194843 	Open 	New ticket from +18016360649 	07-Jan 	Taha Amir 	-- 	No notes/case summary after a 36 minutes call. No plan of action, the issue was resolved over the call so we should've closed the ticket. 	
194919 	Pending 	Adapt 260, Unspecified, not pairing with deskphone 	10-Jan 	Bharat Bhushan 	10-Jan 	Basic probing questions: should've clarified whether the user is trying to pair with the dongle or internal BT of the phone. Case summary added and requested to confirm the phone model 	
194613 	Pending 	GSP 600, Ear pad torn 	07-Jan 	Bharat Bhushan 	07-Jan 	Ok - case summary added, prompt response, and gathered RMA details. 	
193902 	Open 	GSP 670, PC, Windows file issue 	04-Jan 	Ritesh Kumar 	05-Jan 	Subject Line "Issues", asked B/S probing questions in the first email but didn't ask to confirm the phone number. No plan of action: Automated email sent and then next action not added/escalated. Delayed response: no response since Wed (5th Jan) and email formatting. 	
193364 	Pending 	GSP 670, PC , Firmware Update Failed 	30-Dec 	Ritesh Kumar 	31-Dec 	Subject Line "Failed", OB call not attempted and correct phone number is available. Asked relevant probing questions but should've asked to test with the different USB cables. 	
194182 	Open 	Adapt 660, PC, Headset pauses calls on Teams 	05-Jan 	Grace Boussi 	05-Jan 	An internal note was added suggesting to refer the ticket to the country partner, the agent continued with the T/S. 	
194726 	Open 	Chat with Peter Strömberg 	07-Jan 	Grace Boussi 	-- 	No plan of action: the issue was resolved over the chat so we should've closed the ticket. Calls and chats are supposed to be handled as a priority. However, this ticket is still open. 	
194244 	Pending 	PC 8.2 USB, Win11, Driver issue 	05-Jan 	Denisa Magda 	05-Jan 	Subject Line "Issues", OB call not attempted. Shared relevant T/S in the first email response. However, we should've for a screenshot of the error. 	
194105 	Pending 	GSX300, HS not Recognized in the GS 	04-Jan 	Denisa Magda 	05-Jan 	Case summary added and requested to confirm the phone number in the first response along with a few basic probing questions. Product type mismatch & product knowledge: Windows doesn't detect analog headsets as it uses a built-in sound driver. 	
194745 	Open 	New ticket from +17011368732 	07-Jan 	Rosette Modiri 	-- 	No case summary/note. No plan of action. Call recording isn't available, the ticket should've been handled then and there. 	
194270 	Pending 	SWD 5015, Mitel 6755i, No call control 	05-Jan 	Rosette Modiri 	05-Jan 	Ok - shared the compatible cable model 	
194285 	Pending 	H3 Hybrid/H3 Pro Hybrid, PC, Product information 	05-Jan 	Sebastian Coldea 	06-Jan 	Product knowledge: H3 Hybrid-only connects to PC using the USB cable?? The fact sheet was shared and I've added notes to the ticket. 	
194777 	Pending 	ADAPT 460T, PC/Mobile, Crackling noises 	07-Jan 	Sebastian Coldea 	10-Jan 	Ok- OB call attempted, clarified the issue and setup. Asked relevant probing questions and suggest the troubleshooting steps. 	

						

Link: https://1drv.ms/x/s!AH5OGB1fQXMqhCc?e=C6Yi6s 

Best regards, 
Pravesh Singh