Subject: Re: Audit report (20th Jan 2022)
From: Pritish Nandi <[email-masked]>
To: Pravesh Singh <[email-masked]>, Abhishek Kumar <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Fri, 21 Jan 2022 02:52:51 -0700 (MST)

Hi Both, 

Feedback shared with Bharat/Ismael, 

Please note that we are not checking old compatibility guide so not add these in your comments. 
Also for 196121 - The ticket was handled correctly. @Pravesh speak to me about this. 

These feedback needs to be shared in Teams personal chats as well if email is not possible. 

Speak to rest of them after my training with Ralf. 

Regards, 
Pritish 

From: "Abhishek Kumar" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Pravesh Singh" <[email-masked]>, "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Friday, January 21, 2022 2:01:01 PM 
Subject: Re: Audit report (20th Jan 2022) 

196113 	GSP 670, PC, Issue with right side speaker 	Ritesh Kumar 	language errors in chat messages; "Unfortunately , headsets are not repaired , but can be replaced if under warranty, 
(01:24:38 PM) Ritesh: We will try to arrange the replacement ASAP "; expectations; AVOID sending "we will verify the issue and will contact you soon. "; send resolution steps instead; SHORT NOTES NEED TO BE short 
196111 	GSP 600, Ear pads torn 	Ismael Zakaria 	ok 
196110 	GSP 370 & B20, PC, GS not recognizing the devices 	Bharat Bhattacharya 	Contact Details not demanded; Priority device intended results not asked for; closed with — "It seems you do not have any further queries" 

196098 	GSP 600, Earpads Torn 	Denisa Magda 	OK 
196094 	SC 268, Win 10 / Alcatel 4039 / Alcatel 8039, No sound on one side 	Ismael Zakaria 	Subject Could have been more precise 
196089 	H3 Hybrid/Gaming Suite, Mac, Compatibility 	Ismael Zakaria 	You have purchased the H3 Hybrid Open Acoustic? " MAC NC not checked; Incorrect Subject; This is not a HOW_TO Ticket 
196088 	EPOS Manager, Cloud, Sign Up 	Jan Philipp Faber 	Assigned to L2 
196086 	GSP 670, PC Win 20H2, No Sound on A-side when connected with dongle 	Denisa Magda 	PC Win 20H2; Quick resolve 
196075 	D 10 Phone, Alcatel 8028s, No sound B side 	Ismael Zakaria 	Fragmented Probing; Negligence in text/typos also in 196073; compatibility advice not shared 
196072 	DW 10 ML - EU, Deskphone/Mitel 6869, Enquiry adapter cable 	Sebastian Coldea 	typos/language challenges in notes; redundant notes; old compatibility checked status unknown 

From: "Pritish Nandi" <[email-masked]> 
To: "abhishek kumar" <[email-masked]>, "Pravesh Singh" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Friday, January 21, 2022 11:06:50 AM 
Subject: Re: Audit report (20th Jan 2022) 

Thank you guys for sharing the audit feedback, 

I will speak to these agents on urgent basis. 

Regards, 
Pritish 

From: "Abhishek Kumar" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]>, "Pravesh Singh" <[email-masked]> 
Sent: Thursday, January 20, 2022 8:48:48 PM 
Subject: Re: Audit report (20th Jan 2022) 

195635 	SDW 5036, Jabber and Teams, No call control 	AJ Hurry 	Wrong headset model captured (SDW 60 HS), incomplete info added in the ticket (SF V - added in the ticket). How silly of me - OK?? 
195982 	SD Pro 2, CISCO 8800, Poor Volume A-side 	Taha Amir 	Environment/HS details missing/not confirmed: SD Pro 2 & Phone model 8800 series - PERFECT?? Irrelevant questions: I just got this HS - Since when you are facing the issue?? Product knowledge: How manage volume level? THERE IS NO SUCH BUTTON?? Mic dial, DIP - no idea?? Put the customer on hold for the next 4 min without any explanation. Didn't address the ask question and jumped on the FW update. CX asked to send an email on how to update FW. NATO call list not followed. Lack of confidence throughout the entire call. 
195968 	SDW 5016, AVAYA 9408, No Connection 	Taha Amir 	Could be an incorrect HS model (SDW 60 HS). Put the call on hold for the next 07 min 27 sec without any explanation. DIP: 1, 2 up & rest down?? Not so clear on the issue and how does this HS works? HSL and BS?? Fragment T/S and again, lack of confidence. 
194220 	SC 665 USB, PC/Microsoft Lync, No sound B side 	Ismael Zakaria 	Fragment Troubleshooting - Mobile phone, mic privacy setting, and FW ver not verified and OB call note missing. Asked for the SN informing that we will check for the replacement. 
196121 	DW Pro 1 ML, Alcatel 8018, Compatibility 	Grace Boussi 	The agent is CC'D in the ticket. Should've checked OLD CG, inform the CX, and requested L2 to update the CG. OB call not attempted. 
195569 	IMPACT SC 635 USB, MAC, No Sound 	Md. Modassir Hassan 	Ok 
195576 	IMPACT SC 30 USB ML, PC, Faulty unit 	Bharat Bhattacharya 	Forwarded T/S without knowing the issue, didn't ask the reseller to share the end-user contact details. OB call not attempted on follow-up. 
196829 	SDW 5016, Desk Phone, Setup guidance. 	Bharat Bhattacharya 	Didn't confirm the phone and cable model. Asked for the recorded video of the setup?? Fragment troubleshooting, OB call not attempted and LHS field not added. 

From: "Pravesh Singh" <[email-masked]> 
To: "abhishek kumar" <[email-masked]> 
Cc: "Pritish Nandi" <[email-masked]>, "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Thursday, January 20, 2022 8:14:39 PM 
Subject: Audit report (20th Jan 2022) 

Hello Abhishek, 

Please find the attached audit report for today. 

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

Best regards, 
Pravesh Singh