Subject: Re: Audit Report (12th Jan 2022) - Coaching Pending
From: Abhishek Kumar <[email-masked]>
To: Pravesh Singh <[email-masked]>
Date: Thu, 13 Jan 2022 07:59:26 -0700 (MST)

"OK" does not require any additional info except suggested imptovements 
Responses must be timed as per Requestor Updates and not as per SLA-breach deadlines 

From: "Pravesh Singh" <[email-masked]> 
To: "abhishek kumar" <[email-masked]> 
Cc: "Pritish Nandi" <[email-masked]>, "saurabh" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Wednesday, January 12, 2022 9:39:36 PM 
Subject: Audit Report (12th Jan 2022) - Coaching Pending 

Hello Abhishek, 

Here is the audit report for today. 

ID 	Status 	Subject 	Requested 	Assignee 	Updated 	Comment 	
195265 	Pending 	DW Pro 1 phone/CEHS AL 06, Alcatel 4029, No call control 	11-Jan 	Ismael Zakaria 	11-Jan 	Ok- case summary added, CG checked and asked basic probing questions over the phone. Prompt response and shared relevant T/S over the email. Wrong product model selected in the LHS field. 	
195103 	Pending 	H6PRO, PC, Headset not recognized by PC 	10-Jan 	Shivangi Bhattacharya 	10-Jan 	AJ- informed the CS that we will call back instead of assisting. Shivangi: Poor product knowledge: Windows doesn't detect analog headsets as it uses a built-in sound driver and agent continued with T/S. Notes added to the ticket. Case summary added, OB call attempted and LHS field added. 	
195385 	Open 	GSP 670, PC, No sound on mic 	11-Jan 	AJ Hurry 	11-Jan 	Asked for the invoice without L2 approval. Fragmented TS steps: FW version, resetting?? 	
195427 	Open 	H6 Pro, GSX 1000, Not detected in GS 	11-Jan 	Taha Amir 	11-Jan 	Ok- case summary added, shared the correct compatibility details. However, the OB call wasn't attempted and the proposed solution was filled in the LHS field. 	
195049 	Pending 	Gaming Suite, PC, Cannot Install 	10-Jan 	Ritesh Kumar 	11-Jan 	Case summary added, OB call attempted and shared relevant T/S. Issue description/understanding mismatch/not clear, the agent should be aware of any recent known issues are reported and the workaround should've shared in the first response. 	
194713 	Pending 	GSX 300, PC, Device not detected in Gaming Suite 	07-Jan 	Grace Boussi 	07-Jan 	Ok- OB call attempted, case summary added and asked relevant probing questions. 	
195467 	Pending 	GSP 601, PC, No sound one side 	12-Jan 	Bharat Bhattacharya 	12-Jan 	Ok- case summary added, requested to confirm the phone, and shared the EPOS Support number and FAQ link to troubleshoot. 	
194711 	Pending 	ADAPT 560, Windows/Cisco Jabber, No sound a-side 	07-Jan 	Sebastian Coldea 	10-Jan 	Ok- case summary added, EPOS Support number shared, and asked to install the EC and plugin (relevant T/S). Should've asked to confirm the phone number. 	
195504 	Pending 	IMPACT DW PRO 2, Base Station, Not charging 	12-Jan 	Adelina Bartes 	12-Jan 	Subject line: BS(environment) & IMPACT DW Pro 2. LHS field not added, repeated questions (LED status). COACHING ACCEPTED 	
195248 	Pending 	GSP 370, Dongle broken 	11-Jan 	Josie Lau 	11-Jan 	Subject line: "BROKEN", Case Summary not clear. Proposed solution filled. 	

Link: https://1drv.ms/x/s!An5OGB1fQXMqhCdhXTYP-uF6pg9i?e=2RhtY3 

Best regards, 
Pravesh Singh