Subject: Re: Audit Report (18th Jan 2022)
From: Abhishek Kumar <[email-masked]>
To: Pravesh Singh <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Tue, 18 Jan 2022 08:12:49 -0700 (MST)

Hi Pravesh, 

The reviewed tickets should be 5 days old (D-5); for example, on the 19th of a month you should pick tickets that were raised on the 14th. 
For tickets raised on the same date, add notes within the ticket and/or coach the concerned L1— such tickets need not be included in the daily review. If they are outside your shift timings or if a call is not possible, leave messages on teams and verify the corrective action sometime later. 
With your experience, you should be able to pick appropriate samples from their queues. 
As discussed today, we need to encourage the L1s to ask questions and seek floor-support and not look for solutions in old tickets. They are more likely to copy the errors too from an old ticket. 

Regards 
Abhishek 

From: "Pravesh Singh" <[email-masked]> 
To: "abhishek kumar" <[email-masked]> 
Cc: "Pritish Nandi" <[email-masked]>, "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Tuesday, January 18, 2022 7:04:47 PM 
Subject: Audit Report (18th Jan 2022) 

Hello Abhishek, 

Here is the audit report for today . 

ID 	Status 	Subject 	Requested 	Assignee 	Updated 	Comment 
196724 	Pending 	GSP 370, Win10, Noise A side 	18-Jan 	Josie Lau 	18-Jan 	Issue description was not clear, basic probing questions weren't asked and fragment troubleshooting steps without instructions were sent over the email. 
196710 	Pending 	GSP 350, Surround dongle broken 	18-Jan 	Josie Lau 	18-Jan 	Subject Line: "BROKEN", user's name not added in the LHS field. The agent should've shared the reseller contact details and advised to purchase rather than giving hope for a replacement. 
196535 	Open 	Game One,PC, Cable Defect 	17-Jan 	Ritesh Kumar 	17-Jan 	Subject Line: "DEFECT", requested for the invoice and confirmed shipping address without L2 approval. No plan of action/ notes missing, left the ticket in the open queue. 
196249 	Pending 	PC 5 Chat, PC, Audio issue on mic and speaker 	15-Jan 	Ritesh Kumar 	17-Jan 	Subject Line: "ISSUE", OB Call not attempted and email formatting. 
195533 	Pending 	D 10 USB ML, PC, No connection 	12-Jan 	Sebastian Coldea 	12-Jan 	Ok 
184249 	Pending 	DW Phone AUS, Avaya J169, Buzzing noise A/B side 	10-Nov 	Bharat Bhushan 	11-Nov 	No troubleshooting steps were shared till 15th Dec, all we asked to test with a different EHS cable and we waited. OB call not attempted on follow-ups, we followed L2 suggestions/troubleshooting steps but L1 didn't check any settings or suggest T/S. 
194740 	Pending 	MB PRO2, PC, Beeps when getting second call 	07-Jan 	Ismael Zakaria 	10-Jan 	OB call not attempted (not even when following up), wrong product type selected in the LHS field. Environment/setup details missing and shared information could be wrong (depends on the setup). 
195493 	Pending 	DW 10 Phone, Deskphone, No connection 	12-Jan 	Adelina Bartes 	12-Jan 	Subject line: Phone model not added. OB call not attempted and should've shared the steps on how to update the FW. 
194864 	Pending 	GAME ONE black, No Sound on B-Side 	08-Jan 	Adelina Bartes 	10-Jan 	Wrong headset model selected, issue description not clear and no OB call attempted. Forwarded T/S for a completely different HS. 
194860 	Pending 	GSP 679, PC, Mic not working 	08-Jan 	Sven Thiele 	10-Jan 	Product model: GSP 679??, issue description not clear, didn't mention/address the second issue, and OB call not attempted. 
195023 	Pending 	SDW 5BS & SDW 60 HS, PC, Ringtone not coming from the BS 	10-Jan 	Bharat Bhattacharya 	10-Jan 	Product knowledge: Incorrect info shared (BS will ring even if the HS isn't docked), no probing questions/environment details were asked over the call. Should've shared the link to install the plugin to get the desired result. 

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

Best regards, 
Pravesh Singh