Subject: Josie Lau
From: Pravesh Singh <[email-masked]>
To: Pritish Nandi <[email-masked]>
Date: Wed, 19 Jan 2022 00:44:37 -0700 (MST)

https://docs.google.com/spreadsheets/d/1ForoRYUYQcahXusFezMFCo6OeMLYuKbpLXNWWBOUkMw/edit#gid=0 

192264 	Pending 	GSX 1200 Pro, PC, Not detected in Gaming Suite 	24-Dec 	Josie 	24-Dec 	
Poor product knowledge: EGS isn't compatible with the GSX 1200. Should've suggested for Sennheiser updater and closed the ticket in the first response. OB call notes missing. Incorrect information was shared. 
																			
195200 	Pending 	PC 3 CHAT, PC, No sound A side 	11-Jan 	Josie Lau 	11-Jan 	
Ok - asked relevant probing questions over the call/email and LHS filed added. 
																			
194904 	Pending 	GSP 550, PC, No sound on left A side 	9-Jan 	Josie Lau 	10-Jan 	
Didn't share EPOS Support call back number, LHS field not added. Didn't call the user, email formatting. Case summary added and asked relevant probing questions. 
																			
195248 	Pending 	GSP 370, Dongle broken 	11-Jan 	Josie Lau 	11-Jan 	
Subject line: "BROKEN", Case Summary not clear. Proposed solution filled. 
																			
195746 	Pending 	GSP 300, PC, Connection being lost intermittently 	13-Jan 	Josie Lau 	13-Jan 	
Product information: GSP 300+Console Cable?? Relevant probing questions were asked over the call and basic T/S sent. 
																			
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.