Subject: Audit Report - 27th Jan 2022
From: Pravesh Singh <[email-masked]>
To: abhishek kumar <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Thu, 27 Jan 2022 07:37:20 -0700 (MST)

Hello Abhishek, 

Here is the audit report for today. 

ID 	Subject 	Assignee 	Comment 
198916 	GSX 1200 Pro, PC, Product information (Today's ticket) 	Josie Lau 	Issue description not clear, case summary format not followed. Repeated mistake COACHING ACCEPTED 
198952 	GSP 370, Win10, Connection being lost intermittently (Today's ticket) 	Josie Lau 	Ok (improvement in the documentation) 
196317 	GSP 370, Win, Audio and microphone settings greyed out 	Shivangi Bhattacharya 	Ok 
195636 	SC 60, Unspecified 	Shivangi Bhattacharya 	Ok 
197323 	Impact SC 60 USB ML , PC, No sound one side 	Bharat Bhattacharya 	Ok - DELAYED RESPONSE FROM L2 
197690 	Adapt 660, PC, Short battery life 	Bharat Bhattacharya 	Ok 
197504 	Presence Grey UC, Samsung galaxy, Volume buttons not functioning 	Taha Amir 	Troubleshooting over the call, product information, and lack of confidence over the call. Incorrect information added, repeated questions and required details missing. 
197161 	Adapt 560, PC, BTD 800 missing 	Taha Amir 	Ok 
197328 	GSP 350, Unable to update firmware 	Bharat Bhushan 	Sunject Line: Environment missing 
197234 	GSP 301, No sound B-Side 	Bharat Bhushan 	Ok 
197076 	SP 20, PC, Unit doesn't work in laptop ports 	AJ Hurry 	Ok 
197807 	GSP 500, Low volume in left speaker 	AJ Hurry 	Ok 
197184 	SDW 5066, PC, Headset beeps when USB auto audio is enabled 	Ismael Zakaria 	Didn't ask for the phone number. 
197405 	CEHS-P0 01, VVX 450, Connection settings 	Ismael Zakaria 	Second issue type not added, asked repeated question (No call control) and OB call not attempted. 
197536 	SD Pro 1, Polycom VVX311, Echo A side 	Grace Boussi 	The user's name is not added in the LSH field and the case summary isn't updated (details available). Probing questions: cable model, mic dial configuration, and testing with a PC. 
196806 	SP 30 T, PC, no sound on A/B side 	Grace Boussi 	Ok 
190036 	H3 Hybrid, PC, Not detected in Gaming Suite 	Ritesh Kumar 	Aging ticket (Dec 12), the issue not summarized, OB call not attempted (should've asked to re-assigned). Repeated question (issue understanding), didn't check for the OLD/duplicate tickets and fragment troubleshooting. The agent should've opened a new ticket (issue with the replacement). 
193660 	PC8 USB, PC, Not Connecting to PC/laptop 	Ritesh Kumar 	Didn't ask for the phone number, three follow-ups made without the next action notes. 
197909 	GSP 670, Win10, Crackling Noise on A-Side 	Denisa Magda 	Ok 
198028 	GSP 370, PC Win10, Not pairing 	Denisa Magda 	Product information: 370 doesn't work with USB cable. Unclear notes: TS via GS (error at step 3)?? 
198533 	SDW 5066, PC, Disconnection 	Md. Modassir Hassan 	Ok 
198144 	SDW 5066, PC, Headset has No Connection to Base Station 	Md. Modassir Hassan 	Asked for the invoice without prior approval, T/S not performed. 
198825 	HD 450 BT, Want a refund 	Rosette Modiri 	The ticket shouldn't have been escalated to WebStore. NON-CCO HS, refer to Sennheiser and we don't sell this model. 
198763 	MB Pro 2, PC, Not charging 	Rosette Modiri 	Product information: charge with micro USB cable (not even included)?? No probing question or troubleshooting. 
198405 	D 10 USB, Yealink SIP T58A, No call control 	Sebastian Coldea 	Ok 
198234 	VMX 100, Spare battery 	Sebastian Coldea 	Ok 
198631 	Presence Grey Business, Voice prompt issues 	Sven Thiele 	Subject line: ISSUES, FCR ticket (disable VP): should've been closed on the call. Shared FW update and reset steps?? 
198596 	DW Pro 2 HS, Voice prompt issues 	Sven Thiele 	Subject line: ISSUES. Product information: should've shared the steps on how to disable the mute tone. FW update and user manual shared. NOTES ADDED 
198414 	MB PRO 1 UC, Microsoft Teams, No Call Control 	Adelina Bartes 	Probing question missing: BTD 800 is in use, Windows, and Teams setting?? 
198295 	DW 2 PRO ML, Bad Call Quality 	Adelina Bartes 	Subject line: Bad Call Quality, environment details. Incorrect issue type selected in the LHS field. Probing questions: Sidetone level and microphone dial. 

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

Best regards, 
Pravesh Singh